Shipping outside the United States or using a credit card issued outside the United States? Here are some things to note:

BRAND RESTRICTIONS

Standard Process does not allow international sales or the use of freight forwarding services. Orders ultimately destined for international locations will be automatically cancelled.

FREIGHT FORWARDING

For some brands, you will need to use a Freight Forwarding service, such as Planet Express. There are many others to also look into. Please note: We are not affiliated with any freight forwarding services and are not involved or responsible for their services.

How Freight Forwarding Works: You create an account with a Freight Forwarding service (such as Planet Express) and they give you a shipping address in the United States. You then place an order on our website and use your new United States shipping address. We will ship to that address and then the Freight Forwarding service will ship the package to you wherever you are in the world. Our responsibility ends once the package has been delivered to your Freight Forwarding service.

NON-UNITED STATES CREDIT CARDS & PAYMENTS

Credit cards that are issued outside the United States are accepted, but additional verification may be required. Please ensure that the billing address you enter exactly matches what your credit card company has on file for you.

INTERNATIONAL SHIPPING

Your country’s import duties, taxes, and other fees are never included in the item and shipping totals and you are 100% responsible for paying any and all import duties, taxes, or other fees. You are also 100% responsible for knowing the rules and regulations for your country and ensuring you do not order anything that is prohibited, restricted, or requires special licensing.

Original outbound shipping costs are nonrefundable.

There are no guarantees for time in transit or delivery dates.

If a package is returned to us for any reason, you are responsible for the return shipping, warehousing, and any and all other related charges.

UPS BROKERAGE FEES

Note that UPS charges brokerage fees to help expedite customs clearances. You are responsible for these UPS fees.

LOST & DELAYED PACKAGES

If your package is lost or delayed, we will file an insurance claim and, once the claim is approved, issue a refund for the lost package back to you. Please note that our insurance company only accepts claims after 40 days have passed since the package was shipped.

We accept returns of unopened and unexpired products within 60 days of purchase. Items must be in the same condition you received them and must be in the original packaging with all safety seals still in place.

Opened products cannot be returned.

For returns not due to our error or for packages that ship or arrive late, there are no refunds for shipping charges. 

There will be a 10% restocking fee (minimum $5) deducted from your refund.

Please note that the following items are final sale and cannot be returned: Probiotics and other heat-sensitive items, custom formulas, custom prescriptions, special-order items, clinical services, and any product marked as “final sale.”

To return something, you must contact us first to discuss eligibility and to obtain a Return Authorization Number.

Please do not refuse the delivery as packages that are “returned to sender” without a return authorization number will not be refunded.

Once you have a Return Authorization Number, items should then be packed well and sent back to us at:

Pine Street Clinic

ATTN: Return Authorization Number ______

124 Pine Street

San Anselmo, CA 94960-2674

The Return Authorization Number must be included with your shipment.

Important: Be sure to pack your return well to avoid any damage in transit and be sure to obtain insurance coverage from your shipper for your return package. We are unable to issue refunds for any products that arrive back to us damaged or have been lost in transit.

Please email us the tracking number for your return package.

Refunds 

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at [email protected].

European Union 14 day cooling off period 

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it and must be in the original packaging with all safety seals still in place. You’ll also need the receipt or proof of purchase.

Celebrating 42 years!

The Pine Street Clinic officially opened for business on January 25th, 1982 and we’ve been operating continuously here on Pine Street ever since.

(We opened on this specific date because it was Chinese New Year that year…the start of the Year of the Dog.)

We’re located in the 7609 Mckinley Ave Los Angeles, California(CA), 90001.

For some items, we can leave your order in our red mailbox outside for pick up after hours or on weekends. Please contact us to arrange.

Our red mailbox is located to the left of our front door.

WHEN A PACKAGE SHOWS AS “DELIVERED” BUT YOU HAVEN’T RECEIVED IT

If a carrier says a package has been delivered but you haven’t received it, please let us know within 48 hours so that we may investigate.

We may not be able to refund or replace any packages if you do not promptly notify us about a delivery problem within this 48 hour time frame.

Please note: Our system will send you 4 emails: 1) When a shipping label is created, 2) When the shipping label is scanned by the carrier, 3) When the package is out for delivery, and 4) When the package is scanned as delivered by the carrier. It is very important that you keep an eye on these emails so that you can notify us immediately if there’s a problem.

After verifying that the address on your order is correct and complete, please check around your home to see if the carrier may have left the package in an unusual spot, such as in a garage or carport, behind a gate, beside a back door, or even with a neighbor. Please also check with anyone else who may live in your home to see if they have already brought the package inside.

Please note that the package may not have the “Pine Street Clinic” name on the outside of the box. (Some orders are sent directly from certain brands or their distributors.)

If your package was shipped using USPS, please reach out to your local post office to have them reivew the GPS records for the delivery. (Your post office will only accept your phone call to investigate, not ours.) Click here to find the phone number of your local post office.

If the package does not turn up and you believe a crime has been committed at your address, we will then arrange to have the carrier launch a full investigation.

WHEN A PACKAGE ARRIVES DAMAGED

If your package arrives damaged, please take lots of different photos of the damage, including the outside of the packaging, the shipping label, and the damaged product itself. We’ll ask you to email or text us the photos and hang on to the damaged package until we’re able to file the claim with the carrier. (We’ll then let you know about next steps.)

REPLACEMENTS OR REFUNDS FOR MISSING AND DAMAGED PACKAGES

Depending on the circumstances, you will have the option to have the order refunded or replaced. The timing of when a replacement can be sent or refund can be issued will depend on the shipping method originally selected and the status of the carrier investigation.

• For UPS packages: Generally within 7 days from the claim issue date. (15 days for international packages.)
• For USPS Priority Mail packages: Generally within 7 days from the claim issue date. (40 days for international packages.)
• For USPS First Class packages: Generally within 30 days from the date of shipment. (40 days for international packages.)

Once an order is placed, it is processed instantly and cannot be cancelled, unfortunately.

During checkout, you will see the following warning:

If you need to return an item:

Click here for our return policy.