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Orders & Support
Contact UsOrders are processed through our fulfillment center and often we are not able to edit orders once they have been placed. In the case of incorrect address or items purchased, contact us immediately at the shop and we will do our best to get you taken care of before your order is fulfilled.
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Shipping
Track Your OrderOrders are typically shipped within 2 business days of placing. During sales and promotional drops, please expect delays in processing time.
Note: International shipping is not included in shipping estimates. Processing time for International orders is in the hands of USPS affiliates and we cannot control shipping speed.
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Subscriptions
Manage SubscriptionsPlease refer to your account directly to edit, add to, or cancel your subscriptions. Subscriptions can be skipped or paused in your dashboard by logging in. If your order has any issues or you have comments or concerns, please email the shop.
FAQ
Shipping Cont'd
What if my product arrives damaged?
If your product arrives damaged or defective, please email us at the shop.
Note: If Route Insurance is not selected at checkout, SubLuna will be unable to help facilitate replacements.
What if My Package is Lost?
If your package is lost or your tracking number has not updated in 3-5 business days, please email the shop for further instructions.
Note: We are not responsible for lost or stolen packages, but can help you facilitate a replacement through Route insurance.
Should I purchase Route Insurance?
Yes. We partner with USPS in order to keep shipping costs feasible for our customers. However, USPS is notorious for lost or damaged packages, therefore ease of replacement is achievable through Route.
Note: If Route is not purchased, SubLuna is unable to cover any damage made under USPS possession.
Are returns accepted?
Unfortunately, we are unable to accept returns, as there are restrictions in what can be received back into our facility, per compliance. Please contact us with any concerns or help troubleshooting your products.
FAQ
International
Why is International shipping so much higher?
International rates are often out of our control. Our products are liquids and powders, which create more weight, causing prices of shipping to increase. We do our best to offer lots of product discount incentives for our international customers, like Spend & Save as well as Subscriptions. In addition, by joining our Rewards program, you're able to stock pile points that can be redeemed into discounts used to off-set shipping costs!
Am I responsible for customs?
Yes. Customers are responsible for paying their own customs and international fees. We do our best to ship via USPS, where these fees can generally be avoided, however some countries do not have USPS affiliates. In which case, the customer must pay for such fees.
Note: Product that is refused will not be refunded.
What is the estimated transit time for international shipping?
USPS and affiliates generally estimate international shipping to be 12-21 days. However, when packages are sent internationally, they exchange several different affiliates, all of which can experience delays. If timing is urgent, we suggest you choose priority checkout.
Are your products available in Canada?
Yes! We do ship to Canada, however our products are also carried at The Balanced Market for anyone wishing to avoid international shipping.
What if my country isn't available at checkout?
In some cases, this could be a simple glitch so please email us at the shop for clarification.
FAQ
Products
Can products be taken together?
Yes. We generally encourage people to take products together as many herbs work best synergistically, and taken over time.
Is it okay for kids to take alcohol tinctures?
Our alcohol based tinctures are the lowest possible percentage of alcohol that still allow for shelf stability. A dose of alcohol based tincture contains the same amount of alcohol as a ripe piece of fruit. Many individuals feel comfortable consuming alcohol based tinctures during all stages of life, including childhood, pregnancy, and nursing.
What age is safe for honey?
The FDA considers 12 months and older as generally safe to consume honey. We believe that each child and parent is different and those decisions should be left to the parents discretion rather than a generic governing body.
Can men take our products?
Yes! Everyone can benefit from our herbal remedies--Even our Cool Girl Matcha, our men enjoy it just the same--they call it Cool Guy Matcha!
Is there a certain age range for gummies?
No. Our kids line was formulated with the needs of kids in mind, however we recommend them for adults as well. We recommend starting with the suggested dose, and adjusting as you feel is necessary.
Are your products safe during breastfeeding?
Our alcohol based tinctures are the lowest possible percentage of alcohol that still allow for shelf stability. A dose of alcohol based tincture contains the same amount of alcohol as a ripe piece of fruit. Many individuals feel comfortable consuming alcohol based tinctures during all stages of life, including childhood, pregnancy, and nursing.
The main consideration for mothers when nursing is if an herb will lower their milk supply. To learn more about our stance on this subject, check out our blog here.
Is it normal for my tincture to contain sediment?
Yes! Some tincture constituents are heavier than alcohol and settle at the bottom, especially in prebiotic-rich roots like echinacea and burdock. Shake well and squeeze the dropper twice before use for an even dose. Darker sediment is normal due to oxidation!
My kids don’t like the gummies. What do I do?
We’re so sorry to hear that your child didn’t enjoy the gummy! We completely understand that taste preferences can vary, especially with little ones.
Because we’re committed to using only the most natural ingredients—without artificial flavors or sweeteners—some of the stronger, more nutrient-dense flavors can stand out. It’s similar to how multivitamins sometimes have that signature aftertaste. We’ve found that when parents refer to our gummies as a “vitamin” rather than a “gummy,” kids tend to be more open to taking them.
It’s also worth mentioning that when it comes to nutrient-rich ingredients like beef liver, many children grow to crave and enjoy the taste over time. This is actually pretty common with vitamins—if a child has a nutrient deficiency, their body might initially reject the flavor. But as those nutrients begin to replenish, their taste perception can shift, and we’ve had many parents tell us that their kids now ask for the gummies daily!
We encourage you not to give up just yet. A few tips that have worked for other parents include:
- Offering the gummy in a low-pressure way—on a plate with meals or snacks.
- Letting someone who enjoys the gummy eat it in front of your child to spark curiosity.
- Trying little tricks like placing a chocolate chip in the center, drizzling with honey, or adding a sprinkle of sea salt to enhance the flavor at first.
We hope these ideas help, and we truly appreciate you giving our gummies a try. Feel free to reach out if you have any other questions or concerns—we’re always here to help!
FAQ
Discounts & Rewards
How do I redeem my rewards?
Simply log into your rewards dashboard using the floating bar on the website, and you'll see your total points and direction to redeem.
Why aren’t my rewards applying to my order?
Rewards are run by a 3rd party and on rare occasion that could experience a glitch. Please check to make sure you are not combining discounts, as this is not possible, close and refresh your browser before trying again. Should you still have trouble applying your discount, email us at the shop!
Can I combine discounts?
No, discounts and rewards cannot be combined. This applies to subscriptions and Spend & Save, which are also considered discounts. We encourage you to use your points toward full price merchandise and take advantage of sales and shipping discounts at other times during the year.
Can I use a coupon code more than once?
No. Discounts codes are good for one time use per customer.
I shared SubLuna with a friend but didn't receive my $10 coupon?
The friend must make a qualifying purchase, using your unique link. Occasionally they might click out of your link and return later using the website directly. There's nothing we can do at this point, so please be sure to share the importance of using the shared link!
What happens to my points if I used the wrong email to make a purchase on the website?
In this case, please forward us your order confirmation and should be able to remove those points and transfer them to the corrected account.
FAQ
Testing
Are all of your products tested for heavy metals?
While most of our products are fresh plant tinctures, seasonal herb, or small batch, we cannot perform 3rd party testing on each sku. We do however source raw materials from highly vetted partners who's standards exceed what the FDA considers safe.
We do test our drink mixes and children's gummies, along with some core products made at our partner manufacturing facilities. For COAs, please reach out to the shop.
Are all of your products tested for mold and other contaminants?
While most of our products are fresh plant tinctures, seasonal herb, or small batch, we cannot perform 3rd party testing on each sku. We do however source raw materials from highly vetted partners who's standards align with or exceed what the FDA considers safe.
We do test our drink mixes and children's gummies, along with some core products made at our partner manufacturing facilities. For COAs, please reach out to the shop.
How to interpret Certificates Of Analysis?
Test results can be challenging to interpret if you're not familiar with analyzing them from a manufacturer's perspective. While many results can be researched online for further clarification, the key is to focus on your specific concern and look for the term "pass" next to it. This indicates that the levels of a given product meet safety standards.