Customer Service

You can order by phone, fax, email, text, or directly on our website...whatever's easiest for you. You may call, text, or fax us at (415) 485-0484.

Orders received by 11am Pacific Time Monday through Friday for in-stock items will generally be shipped out (or available for pick-up) the same day. Orders received after 11am Pacific Time Monday through Friday for in-stock items will generally be shipped out (or available for pick-up) the next business day. Note that orders containing a Custom Chinese Formula generally require additional time. If you want to know if a particular item is in stock and ready to ship the same day, just contact us and we can let you know.

When checking out and selecting a shipping method, our website may offer you estimates for how long each method might take. Note that these are just estimates and not guarantees. But if you definitely need your order to arrive by a certain date, please contact us before placing an order and we'll let you know which method will be best.

Orders picked up at our store in San Anselmo or shipped to an address in California are charged applicable sales tax.

Your card is generally charged when your order is placed. If your order contains any backordered items, we will let you know.

We can ship your order or you can come by and pick up your items in person at our store in downtown San Anselmo. Shipping rates are based on total order weight and include handling.

If you're interested in having your package arrive quicker than usual (such as with UPS Second Day, UPS Next Day, or USPS Priority Mail Express), please call us to make sure we have what you want in stock and to discuss order cut-off times and delivery estimates before placing your order. Unfortunately, we cannot guarantee a specific delivery date for orders placed directly on our website without a conversation with you first.

Our credit card payment system requires Address Verification, which isn't available through all international banks. If you have a credit card issued outside the United States, please contact us and we will send you a PayPal link to complete your order.

We're happy to ship anywhere in the world that USPS or UPS delivers, but your country's import duties, taxes, and other fees are never included in the item and shipping totals. Original outbound shipping costs are nonrefundable. You are responsible for paying any and all import duties, taxes, or other fees. You are also responsible for knowing the rules and regulations for your country and ensuring you do not order anything that is prohibited. 

If an order is refused or returned to us due to inaccurate or incorrect address information or because it was declined or undeliverable (including international packages that were rejected by customs), we reserve the right to retain the original shipping/handling fee and to charge the payment method originally used for costs we incur related to the return of the undeliverable packages or merchandise to us.

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.

We accept returns of unopened and unexpired products within 60 days of purchase with your original receipt. Items must be in the same condition you received them and must be in the original packaging with safety seals still in place. For returns not due to our error, there are no refunds for shipping charges. Please note that the following items are final sale and cannot be returned: Custom formulas, custom prescriptions, special-order items, and all clinical services.

Only one certificate, coupon, or discount per customer (pre-tax). Only valid on orders placed with the Pine Street Clinic. Not valid on previous purchases, shipping fees, or gift certificates. Cannot be combined with any other discount or offer. Coupon must be presented at time of purchase. Not redeemable for cash. Coupon may be used only once. Cash value of 1/100 cent. Must be redeemed prior to the expiration date.

By receiving services or products from the Pine Street Clinic, you agree to pay for such products or services. Payment for all services and products is due at the appointment or at the pick-up of products. All orders that are shipped or picked up after hours must be paid for in advance with a credit card. Overdue invoices (for both services and products) will be assessed a finance charge of 1.5% per month on the outstanding balance, compounded monthly. Minimum finance charge is $5. If overdue balance is referred to a third-party collection agency, an additional $25 fee shall be assessed. Returned checks are subject to a $30 service charge.

Ever have questions about our products or your order? Please contact us at any time.