Where do you ship from?
All orders ship directly from our headquarters in Shelton, CT, where we create, formulate, and manufacture our entire line! We're proud to own each step of our products' journey - from sourcing to frozen pop - all the way until their arrival at your door. Each product is made with the highest attention to quality and detail.
Where do you ship to?
Currently we are only shipping to the following states: Connecticut, Delaware, Maine, Massachusetts, New Hampshire, New Jersey, New York, Pennsylvania, Rhode Island, & Vermont. Because our Cryo products are made with raw plants and delivered fresh & frozen to your door, it is necessary to only utilize overnight delivery. At this time, we are only shipping out of our headquarters in CT, so the states listed above are what we are capable of offering to ensure the freshness and quality of our products. We are planning to expand, so stay tuned! Sign up for our newsletters here to get notified of when and where we expand our wings to!
Do you offer free shipping?
Therawera.com offers FREE Standard Shipping on all U.S. merchandise orders $150 and over (excluding taxes). Orders over $150 always ship for free—no promotion code needed. Free shipping is available to all U.S. territories on orders over $150 (excluding Puerto Rico). FREE Standard Shipping orders are processed within 1-3 business days, depending on product availability. We cannot guarantee a date of arrival with our free ship option and orders typically take 1-7 business days to arrive once they have been processed and shipped out.
Where is my order?
You will receive an email from us as soon as your order has shipped with your tracking number.
What about express shipping?
For orders placed on Thursday with FedEx 2Day shipping, your package will arrive on the following Monday, as this service does not include weekend delivery.
Orders placed over the weekend will be shipped out on the following Monday and arrive on Wednesday.
All express orders placed after 2pm ship the next business day and do not include weekend delivery.
Can you ship to my P.O. box?
Yes, we ship to P.O. boxes using USPS Priority.
Can you ship to my country?
We currently do no ship out of the United States.
It shows that my package was delivered but I do not have it, what do I do?
You will need to contact FedEx as they are our chosen carrier. When you call them please make sure you have the tracking number handy so they can look it up for you. They will be able to provide some more information about where it was delivered and can hopefully help you locate it. If FedEx is unable to locate your package, please email us directly at email@example.com.
What's your return policy?
Our goal is to help you find the products that are the healthiest fit for your skin & lifestyle. We hope you’ll be completely satisfied with your products and will accept any full-sized product for a return (no exchanges), as long as it is at least half full and received within 30 days of initial purchase.
All returns must be received at our facility within 2 weeks of the return label being emailed - otherwise we will not be able to authorize the full refund.
What is your international return policy?
We do not accept international returns except those purchased and shipped to EU Countries through our global store within 14 days from the parcel’s arrival.
Can I exchange my item for something else?
Unfortunately - we do not offer exchanges on any items.
What are the steps to return products?
1. CONNECT WITH CUSTOMER CARE
If you would like to return or exchange an item purchased online, please contact Customer Care to initiate your return/exchange at 860-251-9638 or firstname.lastname@example.org. Our Customer Care Team will be happy to assist with a complimentary return label for returns that meet our policy requirements. It is important that you contact Customer Care before you send in a return or exchange. We are not responsible for returns lost in transit that have not been communicated to Customer Care.
2. PRINT THE PRE-PAID LABEL
Return labels will be sent to the email address attached to your original order, unless otherwise specified. Returns can only be processed if our Return/Exchange form is included, and the desired action is specified.
If the products were not purchased directly through The Raw Era, we are not able to process a return. However, if you have specific questions please email us at email@example.com and we’ll assist you.
Can I return kits, sets, bundles or duos?
Kits, sets, bundles or duos are only eligible for returns if all of the pieces of the kit, set, bundle or duo are included in the return. Returns received that have not been discussed with Customer Care that are not in compliance with our Return Policies will be held for 7 days until we receive the return form. If outside the 30 day return timeframe, products will be returned to the sender at their expense or donated.
What if I received an order with broken items, missing items, or my package is missing?
Please contact Customer Care as soon as possible after receiving your delivery or when you notice a package is missing after receiving our delivery confirmation email. For missing packages marked delivered to the address on the order, we require a minimum of 2 business days to file a claim with the carrier before sending a replacement. We are unable to assist with items that arrived broken, missing items, and missing packages outside of the 30-day return/exchange policy timeframe and without a photo of the broken items and/or package.