Support
BEFORE CONTACTING SUPPORT, READ THIS PAGE FULLY.
Guidelines
HELP US, HELP YOU:
When contacting the Support Department, please provide as much detail and information as possible. Do not email and/or call support and say ‘I need help’, we need to know who we are helping AND what you need help with . Please provide us with the following:
Identifying Info:
- Full Name
- Username
- Email (the email attached to your Botanic account)
Issue Details:
- A Detailed Description of the Issue
- Order Number
- Your Buds Identifying Info (see above)
- Screenshots or photos (if helpful to describe your issue)
The more information you provide us, the better we can provide support.
Our Support Department has limited capacity to respond, please be respectful of out teams time by providing identifying and necessary information. We want to help you. Help us, help you.
REPEATED EMAILS:
Sending three emails on the same day for the same issue or sending two emails on back to back days, does not get your email answered faster. It does, however, create a bottleneck for the Support Department, and prevents us from providing support to other buds. If you do this, we will skip your repeated emails to help others and return to your emails later.
Please do not get on the Zoom and say that you sent an email to support and haven’t heard back, when you sent the email 5 minutes (or even 48 hours) before addressing it on the Zoom. Be respectful of other buds on the Zoom that have true support issues. And be respectful of the Support Department and our guidelines and hours and support timeframes.
RUDE AND VULGAR BEHAVIOR AND LANGUAGE:
We absolutely WILL NOT TOLERATE rude and vulgar behavior and language towards our Support Department. This is grounds for account termination. We are a professional company and expect our Buds that represent our company to be considerate and professional.
EMAILING ON BEHALF OF ANOTHER DISTRIBUTOR:
Please do not email on behalf of your bud as that creates bottleneck. Encourage your buds to send their own emails and details. They can copy you on the email if you feel it is an issue that you need to be involved in. If you email on behalf of another bud, you will receive an email back to have that bud reach out to us.
Please do not email us on behalf of another bud because they told you that support is not responding. We document all emails and voicemails and retain all communication for reference. 99% of the time that bud has not communicated with support at all or not responded with details to their issue. Please tell them to contact support with details.
Frequently Asked Questions (FAQs)
Monday – Friday; 10AM – 3PM. Closed on US Holidays. If you send Support an email on Friday night, please do not email us on Monday morning that you have not been responded to yet.
Have you checked your mailbox, front door, porch, etc? 99% of the questions we receive asking, “Where is my order?”, are orders that have been delivered. Please be considerate of our staff’s time by checking your mailbox and front door or porch BEFORE contacting support.
Please check your email for shipping and tracking emails. We provide you with a tracking number and updates via email, please use that to track your order. If you do not see it in email, please check your junk email. Please do not ask support staff to run your tracking number for you.
If you placed an order on Friday night, please do not email us on Monday morning that your order has not been shipped yet.
SB Fulfillment Hours are Monday – Friday; 10AM – 3PM. Closed on US Holidays.
Please fully read the Shipping Policy.
We have not ever stated that we have ONE flat rate for shipping. There is not one flat rate for shipping. We have variable rate shipping options based on the size, weight, and quantity of items in your order.
These products are regulated and require special regulated product shipping rates. Please do not email us that shipping rates are too high. To have access to regulated products, you will need to pay the shipping fees as they are set.
Please do not email us that someone paid less or more for shipping than someone else.
If you would like to read more about shipping, you can read the Shipping Policy.
Please fully read the <a href=”https://shopbotanic.co/refund-and-returns-policy/“>Refund and Returns Policy</a>.
Unfortunately, NO, we cannot change your username. It creates a lot of tracking issues that we cannot spend time correcting. We do inform you at account creation that your username will be included in your link and cannot be changed.
Please check your GREENHOUSE > Account Details for answers before emailing support.
Please check your GREENHOUSE > Settings for answers before emailing support.
Please check your GREENHOUSE > Subscriptions for answers before emailing support.
All subscriptions are set to manual selection. It takes a physical click on your part to select this option and be put on Subscription.
Please see your GREENHOUSE to get your link. Please get with the bud that you signed up with to learn how to use your link.
Please do not email support that you ‘have looked all over’ and can’t find your link. It is on the first page when you log in.
Please check your GREENHOUSE > Payout Settings for answers before emailing support.
Please check your GREENHOUSE > Settings for answers before emailing support. Are you subscribed to all emails, notifications, and text messages? Have you clicked ‘Unsubscribe’ from an email or text message?
Please fully read the Compensation Plan.
Please check your GREENHOUSE > My Parties for answers before emailing support.
Our e-commerce system is working, please check with your bank. We cannot help you with your credit card.
Contact Us
Please read the above information BEFORE contacting the Support Department.
EMAIL – Our Recommended and Fastest Communication
info@shopbotanic.co
PHONE – Voicemail Only; WE WILL NOT CALL YOU BACK
___-___-____
We will receive this voicemail via email and respond to you via email IF YOU LEAVE US YOUR EMAIL. Please do not leave a message to call you back. This is a voicemail only line. Please leave a detailed message or we cannot provide you support. If you do not leave us your full name and email, we cannot email you back.
