FREQUENTLY ASKED QUESTIONS

Products

Is the botanical material real? Yes it is. The majority of our items are simply dried. A few items are dyed and preserved to maintain their color and pliability. When in season, some branches such as Curly Willow are occassionally shipped fresh and will dry beautifully in your home or wherever you place it.

Are all of your items in stock? Yes, all of our items should be in stock unless the product page says otherwise. If we are out of a product, we do our best to promptly update the site to indicate this on the product page along with when we are scheduled to receive a shipment of the product, if the date is known. Occassionally an order is placed before we are able to update the pages to indicate that an item is out of stock. In such a circumstance, we will promptly notify you of the problem and ask what you would like us to do.

How long do your products last? Most of our products should last for years. With some products such as Sarracenia and Equisetum, however, colors will slowly fade, especially if placed in direct sunlight.

Do you ever make substitutions? Never. If for some reason we can't fill your order, we will promptly notify you and wait to hear from you before taking action.

Will what I receive look like what is on your site? Our products inherently vary, but we do our very best to make sure that the products you receive closely match what you see on the site. To achieve this, we often have inventory that looks significantly different from past inventory re-photgraphed and we carefully go through our inventory and get rid of any individual items that look different from those on the site. You should keep in mind, however that some variation between products is to be expected (but you can always return items if you don't like how they look).

Can you help me find something it looks like you might carry, but you don't? Absolutely. We know who carries what and may be able to help you.

Ordering

What forms of payment do you accept? MasterCard, Visa, American Express and PayPal. Through PayPal, all major credit cards and eChecks can be used.

When will my card be charged? With our standard Visa, Mastercard and American Express options, we receive an authorization to charge your card the amount of the order. With the vast majority of orders, your card will be charged on the day it ships or soon thereafter (usually within 5 business days). However, in some cases we charge your card once we confirm that the items are available for shipment.

With the PayPal option, your card is immediately charged at the time of checkout.

What happens with backordered items? If we are temporarly out of a product but are scheduled to receive a shipment of the product, it can be backordered. We ship all orders together. If any of the products that you have purchased are on backorder, we will ship the order once we receive the backordered item. If you would like the backordered product to ship separately from other items, please place two separate orders.

Will I get charged more than once if I clicked the "continue" button multiple times after I put my credit card information in? No. What happens when you place an order through the site is that we receive a hold on your credit for the amount of your order. If you click more than once we will receive multiple holds on your credit card, but these only last 7-10 days.

What should I do to add items to an order I have already placed? You will need to place another order. As long as you do so before your order is prepared for shipment, we will not charge you for the shipping calculated for your order. We cannot add items to your order ourselves because for security reasons we have elected to not have access to your full credit card number (your credit card information is passed directly to the payment processor).

Miscellaneous

Why don't you have a phone number listed? We handle customer service matters via email because we are a small company and it is not yet cost effective for us to have a staff dedicated to answering phones. However, if you don't think that your questions could be efficiently answered via email, please send an email to service@nettletonhollow.com with your phone number and the best time to call, and someone will try to get in touch with you.