Support Department
Our Support Principles
Support Is a Relationship. At Botanic, support exists to protect trust, clarity, and long-term stability.
We believe:
- Questions are welcome
- Policies exist to create fairness
- Clear systems protect everyone
When you reach out to support, our goal is not to rush you or dismiss your concern. Our goal is to help you understand what applies, why it exists, and what happens next. Sometimes the answer is guidance. Sometimes the answer is policy. Sometimes the answer is time. In every case, you deserve respect, clarity, and a steady response. Support is here to help you build something that lasts.
Customer FAQs
When you contact Botanic Support, you can expect a calm, respectful, and thoughtful response. We understand that questions often come up when something feels unclear, unexpected, or time-sensitive. Our role is to help you understand what applies, why it exists, and what happens next.
Here’s what that looks like in practice:
- We listen carefully to your concern
- We explain our policies in plain language
- We guide you through the next step when action is needed
- We respond with care, not defensiveness
Sometimes the answer is guidance. Sometimes it’s policy. Sometimes it’s timing. In every case, our goal is clarity and fairness, so you feel informed and supported throughout your experience with Botanic.
What are your support hours?
We understand how important timely support is, especially when you’re waiting on an order or managing a subscription. Support is available Monday–Friday, 9 AM–4 PM CST, excluding U.S. holidays. Messages received outside these hours are answered the next business day, in the order received.
Where is my order? When will I receive tracking?
We know waiting for an order can feel stressful, especially when it’s something you’re looking forward to. Many customers have felt unsure when tracking doesn’t appear right away. What we’ve found is that orders typically process within 1–3 business days, and tracking is emailed as soon as the label is created. For full timelines and shipping details, please review our Shipping Policy. If your order appears outside those timelines, email support with your order number and we’ll take a closer look. You can check your tracking anytime in My Account > Track My Order; just enter your order number and email.
How long does shipping take?
Shipping times vary based on location and product type. Most orders arrive within 5–10 business days after processing. Some products may ship separately or require additional verification, which can add time. You can find full details in our Shipping Policy, or reach out if something feels off.
What is your refund, return, and cancellation policy?
We understand that sometimes things don’t work out as expected. Many customers have felt unsure about what qualifies for a return. What we’ve found is that returns and refunds are handled according to our published Refund & Return Policy, which outlines eligibility, timelines, and next steps. Before sending anything back, please review the policy and contact support so we can guide you through the process correctly.
I didn’t mean to sign up for a subscription
We hear this concern often, and it’s understandable. Subscriptions at Botanic are never automatic. A subscription requires a deliberate selection during checkout. If something doesn’t look right, we encourage you to log into your account, review your Subscriptions, and contact support if you still have questions. We’re happy to walk through it with you.
How do I manage or cancel my subscription?
Subscriptions can be managed directly inside your account. Many customers have found it helpful to visit My Account > Subscriptions, where you can view, pause, or cancel future orders before they process. If you run into trouble or have timing questions, support can help clarify next steps.
My credit card isn’t working
We understand how frustrating this can be, especially when everything else seems fine. Most payment issues are related to bank security settings, billing address mismatches, or temporary authorization holds. We recommend checking with your bank first. If your card is being declined repeatedly and nothing has changed on your end, reach out to support and let us know what you’re seeing so we can help troubleshoot.
I’m not receiving emails or notifications
It can feel concerning when important emails don’t come through. Many customers have found that emails were accidentally unsubscribed or filtered into spam folders. Settings to manage email notifications can be found in My Account. Support can help investigate.
Brand Ambassador FAQs
As a Brand Ambassador, you are building relationships on trust. Our support team exists to help protect that foundation.
When you reach out to support, our role is to:
- Clarify how systems, tools, and policies work
- Help you navigate your Greenhouse account
- Ensure consistency and fairness across the ambassador community
- Provide steady, respectful guidance when questions arise
Support may not always provide the answer you hoped for, but it will always provide clarity, context, and respect. Clear systems allow everyone to build with confidence. Our support team is here to help you do exactly that.
How do I find my referral link?
We know getting your link quickly matters. Your referral link is located on the main dashboard inside the Greenhouse. If it’s not visible, email support with your username and account email, and we’ll help you locate it.
Can I change my username?
We understand why you might want to update it. Usernames are permanently tied to tracking, payouts, and reporting, so they cannot be changed once created. This is why we clearly note this during account setup. If you’re unsure how your link appears or how to share it, support can help with alternatives.
How do I set up my payout account? When do I get paid?
Getting paid clearly and consistently is important. You can set up your payout details inside Greenhouse > Payout Settings. Payout timing, thresholds, and eligibility are outlined there. If something looks incomplete or unclear, support can confirm what’s missing.
What is the Compensation Plan?
The Compensation Plan explains how commissions are earned and paid. Many Brand Ambassadors find it helpful to review the full plan directly on our site to understand structure, requirements, and definitions. If you have a specific question after reviewing it, support is happy to clarify.
I’m not receiving Greenhouse emails or notifications
This can happen more often than people realize. Many Brand Ambassadors have found that emails were accidentally unsubscribed or filtered into spam folders. Settings to manage email notifications can be found in My Account. Reach out and we’ll investigate.
