Member Policies

Submitting a Collection Profile or a Collection request does not mean that Pam Oh Herbs has accepted the order.

Pam Oh Herbs reserves the right to decline or refuse any Collection request or order at our discretion, without providing an explanation.

Payment is never taken before the House has reviewed and accepted your request.

• Collection request
• Member Profile
• Collection Profile
• Readiness review
• You review everything
• Profile submitted and final
• House review
• Accepted or declined
• Payment
• Preparation
• Delivery

Take your time completing your Collection Profile.

Review your answers carefully. Make sure your preferences, measurements, sensitivities and other requested information are complete and accurate before you submit it.

Once your Collection Profile is submitted, it cannot be changed.

Pam Oh Herbs uses the submitted Profile to review your request and, if accepted, prepare your Collection. We do not revise submitted Profiles, change preferences, substitute requests or modify Collection instructions after submission.

This keeps the preparation process consistent from review through completion.

Please be certain before you submit.

Changes are not available once your Collection Profile is submitted. This includes preferences, ingredients, substitutions, sizing, product swaps, additions, removals and any other revision to the order.

You have the opportunity to review your Profile in full before you submit it.

The next opportunity to update information applies only to a future tea preparation, described below.

Payment is requested after the House has reviewed and accepted your Collection request, and never before.

Payment does not create a right to request changes outside the accepted Collection and the submitted Collection Profile.

When work on your Collection starts, the House writes to you: Your Collection is now being prepared.

That notice matters. From that point, botanicals may already have been measured, combined or blended, and individualized preparations may already be underway.

Collections are prepared specifically for the person who ordered them.

Once preparation begins, Pam Oh Herbs may have already measured, combined or blended botanicals and begun preparing products specifically for the submitted Collection Profile.

These individualized preparations generally cannot be reassigned to another member and may have to be discarded if the order is cancelled.

The amount retained helps cover materials, preparation and other nonrecoverable costs already committed to the Collection.

Please be sure before you purchase.

• Before preparation begins: an eligible cancellation may receive a full refund.
• After you receive notice that preparation has begun: Pam Oh Herbs retains a minimum of $150, or the actual nonrecoverable costs already incurred for that Collection, whichever is greater.
• Any remaining eligible balance may be refunded according to the applicable order circumstances and governing law.

Personalized botanical preparations are not ordinary restockable merchandise.

Personalized teas, botanicals, topicals and other individualized preparations are final sale once shipped, subject to applicable consumer law and to genuine quality or damage issues.

Pam Oh Herbs stands behind the quality of what leaves the House.

If a product arrives damaged, compromised, stale or otherwise appears to have a legitimate quality issue, submit a written Quality Concern. The House reviews it.

Where Pam Oh Herbs determines that a product does not meet House standards, the remedy is generally replacement. We may ask you for photographs, packaging and lot information, delivery information and a written description of the concern.

Equipment included with a Collection carries a one-year manufacturer warranty, subject to the actual manufacturer's warranty terms.

If you experience a suspected equipment defect, contact Pam Oh Herbs in writing. Pam Oh Herbs will provide instructions for the warranty process.

You are responsible for arranging shipment of the affected equipment back to Pam Oh Herbs unless applicable law or warranty terms require otherwise. Pam Oh Herbs will coordinate an eligible replacement through the manufacturer.

Pam Oh Herbs delivers worldwide. Shipping is included in the Collection price.

Unless expressly stated otherwise, international duties, VAT, taxes, customs charges, brokerage fees and other government-imposed import charges are not included in the Collection price.

• Collection price
• Shipping: included

Collections are not left unattended. Every Collection uses a delivery method that documents receipt.

Either the carrier obtains an appropriate signature on delivery, or, where supported, the shipment is held at an approved carrier or local pickup location and released using appropriate identification.

• Signature required
• Verified pickup

Raise a written Shipping Issue. The House reviews the carrier documentation and the delivery record before anything is decided.

A carrier-confirmed loss before verified delivery and a dispute after a documented signature or verified pickup are treated differently, subject to applicable law and carrier obligations.

Each initial qualifying Collection includes approximately six weeks of tea.

At approximately week four, the House writes to you so there is time to decide, update, prepare, ship and deliver before your current tea runs out.

An update applies to your next tea preparation only. It does not modify your original Collection Profile, change your original Collection, or affect a preparation already made.

When preparation of your next tea batch begins, the House writes to you: Your next tea preparation is now being prepared. From that point the batch is locked. You may make different choices when the next cycle opens.

• Continue
• Update
• Pause
• Cancel

To keep information accurate and maintain a clear record for both you and Pam Oh Herbs, all Collection-related communication is handled in writing.

Please use the communication options provided through your member account or the designated Pam Oh Herbs email address.

The invitation may be the surprise. The personalized Collection is not.

A Collection cannot be prepared for someone who has not taken part in the process. Your recipient receives a private invitation, completes their own Collection Profile and readiness questions, and the House reviews their request in the usual way.

You will not see your recipient's Collection Profile, their answers or anything else they tell the House. You will see the status of your gift.

You are asked to pay only after the House has accepted your recipient's request. If the recipient declines, does not complete the Profile, or is not accepted, you are not charged for the Collection.

Gifts are delivered under the same controlled-delivery rules as any other Collection.