Frequently Asked Questions

Click here to track your order.

Click here for our shipping policy.

We only ship to addresses inside the United States.

If a carrier says your package was delivered but you haven't received it, please let us know within 5 days of the delivery notification so we can investigate. Reporting delivery issues promptly allows us to work with the carrier while an investigation is still possible. We may not be able to assist with reports made after this window.

Our system sends you four emails during the shipping process: (1) when a shipping label is created, (2) when the carrier scans the label, (3) when the package is out for delivery, and (4) when the package is scanned as delivered. Please keep an eye on these emails so you can notify us immediately if there's a problem.

Before contacting us, please take these steps:

• Verify that the shipping address on your order is correct and complete.
• Check around your home for unusual delivery spots, such as a garage, carport, behind a gate, beside a back door, or with a neighbor.
• Check with anyone else in your home to see if they already brought the package inside.
• Keep in mind that the package may not say "Pine Street Clinic" on the outside of the box. Some orders ship directly from certain brands or their distributors.
• If your package was shipped via USPS, contact your local post office and ask them to review the GPS records for the delivery. (Your post office will only accept your phone call to investigate, not ours.) Find the phone number of your local post office here: https://tools.usps.com/find-location.htm

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

DAMAGED PACKAGES

If your package arrives damaged, please take multiple photos showing the outside of the packaging, the shipping label, and the damaged product itself. Email or text the photos to us and hold on to the damaged package until we are able to file a claim with the carrier. We will let you know about next steps once the claim is filed.

REPLACEMENTS AND REFUNDS

Depending on the circumstances, you will have the option to have the order refunded or replaced. The timing depends on the shipping method originally used:

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

If a product or shipment has arrived damaged, please text or email photos so that we can open an inquiry with the carrier.

Photos that are helpful:

• The damaged item
• The lot number and manufacturing date printed on the bottle
• How the item was packaged inside the box or mailer
• The outer packaging
• The shipping label with the tracking number visible

You can send to hello@pinestreetclinic.com or text them to 415) 485-0484.

Please hold on to the damaged product and packaging materials for now, as the carrier or manufacturer may request additional information or an inspection.

We'll review and follow up once we have everything.

If you received the wrong product, please contact us right away. Have your order number ready, and let us know what you received versus what you expected. We will arrange a replacement or correction as quickly as possible.

Please do not refuse a delivery or mark it "return to sender" without first contacting us for a Return Authorization Number. Packages returned to us without authorization will not be refunded. If a package is returned to us for any reason, you may be responsible for the return shipping and any related charges.

Products requiring shipment in a cool environment (perishable and frozen items) are subject to special shipping procedures, due to their sensitive nature, to ensure they are received in good condition. 

• We recommend overnight shipping for heat-sensitive items (our "fastest" option at checkout)
• We recommend placing your order on Mondays, Tuesdays, or Wednesdays only.
• We do not recommend placing an order on Thursday or Friday.

Getting a heat-sensitive item in the mail doesn’t happen every day, so it is reasonable to consider the effectiveness of these items as you open your package. Rest assured that we have worked with our brand partners to develop a shipping process that is within their guidelines and maintains the efficacy of these items.

Heat sensitive items cannot be returned or exchanged.

Frequently Asked Questions

My probiotic didn't arrive with a cold pack. Is it OK?

Yes. Products are shipped according to manufacturer guidelines. Not every probiotic requires shipping with a cold pack.

My package arrived and the cold pack isn’t frozen. Is the product okay?

Yes. We add frozen gel packs to your package to help keep the heat-sensitive products cool in transit, and thawing of the gel packs during transit is normal and to be expected.

My heat-sensitive product is warm. Is it ok?

Yes. Heat-sensitive products, including probiotics, can be exposed to the temperatures common in parcel shipping for short periods of time without harming the efficacy of the products.

Why do you recommend I ship heat-sensitive items overnight?

The cooler nighttime temperatures during transit, and shorter time in transit, can help minimize heat stress to sensitive products.

Why do you state the product is heat sensitive when the label says to “store at room temperature”?

We state this as the product should maintain room temperature during transit to help ensure the integrity of the product. Gelcaps, gummies, and products containing chocolate are some examples of these types of items.

How do I store my heat-sensitive product?

We suggest following the storage instructions on the product label. To maintain maximum potency, you may want to refrigerate the heat-sensitive product as soon as you receive it. If gel caps arrive warm, they may benefit from being refrigerated for one-to-two hours once received.

Can I return my heat-sensitive product?

No. We do not accept returns of heat-sensitive products at this time.

Many brands ship for free with no minimums and some have a free shipping minimum. Details are shown on each product page.

For some items, we can leave your order in our red mailbox outside for pick-up after hours or on weekends. If an item is available for pick-up, you'll see this as an option during checkout.

When your order is complete and ready for pick-up, we'll send you an email letting you know.

No, we do not currently offer gift wrapping services.

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

If you need to return an item after it arrives, please see our return policy.

Click here to see our return policy.

You can update quantities or remove items directly in your cart before proceeding to checkout. To view your cart, click the cart icon in the top right corner of the website. From there, you can change the quantity of any item or remove it entirely.

The + and - buttons adjust the quantity. And the little trash can icon will delete it entirely.

Yes. Many products are available with a convenient auto-ship option. On eligible product pages, you can choose between a one-time purchase and a subscription that delivers every month or every two months. Subscriptions auto-renew and you can skip or cancel at any time. You can manage your subscription through your account.

You can pause, skip, or cancel a subscription at any time in your account. To add or remove items, or change your next shipment date, just contact us and we will take care of it for you.

Each order ships on its own. Separately placed orders are not combined into a single shipment, including a subscription order that happens to fall on the same day as another order, and shipping is charged per order.

To manage your subscription, please click here.

To see our full subscription policy, please click here.

For most products, you do not need an account and can checkout as a guest.

Some brands, including Ortho Molecular Products, do require an account in order to order.

Click here to create an account.

If your order arrives damaged, defective, or with a broken safety seal, please contact us right away within 5 days of delivery. Email hello@pinestreetclinic.com or text 415-485-0484 with the following:

• Your order number
• Clear photos of the product showing the issue
• A photo of the lot number and manufacturing date printed on the container

We will review your photos and follow up with next steps, which may include a replacement or refund.

We accept Visa, Mastercard, American Express, Discover, Shop Pay, and Google Pay. We do not offer “pay later” or installment payment services.

Our store uses Shopify, which is PCI DSS compliant for secure credit card processing.

We don't currently offer coupon or discount codes. Our prices are set to be competitive across the board, so the price you see is our best price.

Wyllo (formerly NoFraud) is a fraud prevention solution for eCommerce businesses. They screen transactions on behalf of businesses and alert them if they find a transaction is at high risk for fraud. This protects consumers against unauthorized credit card use and protects businesses against fraud chargebacks.

Why am I getting an email/call/text message from Wyllo to confirm a transaction?
You received an email from Wyllo because your transaction had irregular shopping characteristics and/or elevated risk. NoFraud wants to confirm the transaction was made by the authorized cardholder.

After I confirm the transaction, do I need to do anything else?
After you confirm the transaction there is nothing else you need to do unless you have been asked by a fraud analyst to provide additional information.

Will Wyllo ever ask me for my personal information?
Wyllo will never ask you for your full credit card number, social security number, or any other personal information

Will my order be delayed?
In most cases, as soon as your response is received, your order will be released for processing.

I did not make the transaction and neither did anyone that has access to my credit card/payment account. What do I do now?After confirming that the transaction was truly unauthorized, we recommend that you contact your credit card company/payment account and inform them that your card has been compromised. Review the latest transactions on your account to ensure there is no other fraudulent activity to report. Your financial institution will likely put a hold on all future purchases from the compromised card/account and issue a new one for future use.

Age verification is required for certain products, such as hemp-derived CBD products.

Click here to complete the age verification process.

Enter the name and address exactly as shown on your photo ID. If you still need help, please contact us.

We are not able to offer medical advice. Please ensure you always consult with your doctor or other qualified healthcare practitioner before considering any item.

We're happy to help with product availability, ingredients, or other non-clinical questions.

We carry hemp-derived CBD products from brands including Charlotte's Web, Quicksilver Scientific, CV Sciences, CBD Clinic, CBD Medic, cbdMD, and Pure Encapsulations. Click here to browse our full CBD product catalog.

Q: Does your CBD contain THC?
Hemp-derived products may contain THC. Full-spectrum products contain THC by design, within the federal definition of hemp. Broad-spectrum and isolate products are formulated to reduce or eliminate THC, but trace amounts may be present in any hemp-derived product.

Some products are labeled "THC free" by their manufacturers. That is the manufacturer's claim, not ours. Manufacturers differ in how they define and test for this, and measured content can vary from batch to batch.

The Certificate of Analysis (COA) is the sole authoritative source for a product's THC content. Pine Street Clinic does not independently test products and makes no independent representation about THC content. The full THC disclosure appears on every CBD product page.

Q: Will a hemp product affect a drug test?
We cannot and do not guarantee that any hemp-derived product will not result in a positive drug test. This includes products labeled "THC free." If you are subject to drug testing, review available COAs and the policies that apply to you before purchasing.

Q: What is the difference between full spectrum, broad spectrum, and THC-free?
These terms describe how the hemp extract is processed. Full spectrum contains the naturally occurring compounds in the hemp plant, including cannabinoids, terpenes, and flavonoids, along with THC within the federal definition of hemp. Broad spectrum goes through additional processing intended to remove most of the THC while retaining other compounds. "THC free" indicates the manufacturer has formulated the product to eliminate THC; that is the manufacturer's claim, and trace amounts may still be present. For what any specific batch contains, consult that product's Certificate of Analysis.

Q: Where does your CBD come from?
All of the CBD products we sell are derived from hemp.

Q: What is "hemp extract"?
Hemp extract is made by concentrating compounds from the hemp plant. It contains phytocannabinoids (such as CBD, CBG, CBC, and CBN), terpenes, and flavonoids. The specific composition varies depending on whether the product is full spectrum, broad spectrum, or THC-free.

Q: What are "cannabinoids"?
Cannabinoids are naturally occurring chemical compounds found in the cannabis plant. Hemp produces more than 100 different cannabinoids. Cannabidiol (CBD) is the most widely known, but others include Cannabigerol (CBG), Cannabichromene (CBC), and Cannabinol (CBN).

Q: What is a Certificate of Analysis (COA)?
A Certificate of Analysis is a document from an independent, third-party laboratory reporting measured cannabinoid content by batch. COAs may also include testing for contaminants such as heavy metals, pesticides, and solvents. To find a COA, check your product's packaging for a batch or lot number and look it up on the manufacturer's website. A link to the COA also appears on each CBD product page. If you cannot locate a COA, contact us and we will help you obtain it.

Q: Are there age or shipping restrictions on CBD products?
Yes. Some CBD products require age verification at checkout.

State and local laws governing hemp and CBD vary and change over time. Where we are aware of a restriction that applies to a product, we note it on that product's page, and some orders may be blocked at checkout.

Please do not treat either of those as legal guidance. Checkout is not a legal review of your order, and the fact that an order can be placed, or that a product ships to your address, does not mean the product is permitted where you live. Pine Street Clinic does not research the laws of each buyer's jurisdiction. It is your responsibility to know and follow the laws that apply to you before purchasing.

Some products may appear to have extra space ("headroom") in their container. This is normal and expected.

This is particularly true for topical products, like creams and ointments...these formulas are not filled to the brim. Please note that during transit, however, these containers are sometimes upside-down, so the air bubble will float to the bottom of the container and when you open it, it may look like the container is filled to the brim (but this is just because the air bubble is still on the bottom).

We are an authorized seller of every brand we sell. The products we offer are guaranteed to be authentic.

Many brands, including Pure Encapsulations and Douglas Laboratories, are doing away with plastic neck bands around products in order to reduce plastic waste.

There is still a safety seal under the cap.

If this under-the-cap seal is broken or removed, please contact us with us your order number and the lot number from the bottle.

Chinese medicine comes in many different formats. Here's what certain common words mean:

PIAN (片 - Piàn)
Tablet (modern looking pill)

WAN (丸 - Wán)
Pill (old-style or handmade pill, or black teapill)

TANG (湯 - Tāng)
Water Decoction (boiled whole herbs)

SAN (散 - Sàn)
Powder (milled or granulated)

SHUI (水 - Shuǐ)
Tincture (extract with alcohol or other solvent)

GAO (膏 - Gāo)
Paste (topical unguent or plaster)

JIAO NANG (胶囊 - Jiāonáng)
Capsule

DAN (丹 - Dān)
Pellet or Powder

The full ingredient list for each product is available on the product's page on our website. It is typically shown in the second product image. You can also find the ingredient list on the physical product packaging.

Most of our products have an expiration date ("EXP") printed on the packaging, which indicates the date through which the product is expected to maintain its full potency and quality.

Some products display a manufacturing date ("MFG") instead of or in addition to an expiration date. The MFG date indicates when the product was manufactured. If only an MFG date is shown, consult the manufacturer's guidelines for shelf life information, or contact us and we can help you determine the product's expected shelf life.

You may see a Proposition 65 warning label on some products. Proposition 65 is a California law that requires businesses to provide warnings about significant exposures to chemicals that cause cancer, birth defects, or other reproductive harm. A Prop 65 warning does not necessarily mean a product is unsafe or that it violates federal safety standards. It means the product may result in exposure to a chemical on California's Prop 65 list, and California requires a warning in that circumstance. Many common foods and supplements carry this warning. If you have concerns about a specific product, we recommend consulting your healthcare practitioner.

Yes!

The Pine Street Clinic officially opened for business on Pine Street in San Anselmo, California on January 25th, 1982 and we've been operating continuously ever since.

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