Shipping policy
Everything we make is powder or tablets, so it ships small, flat, and light. Here is exactly what that costs you and how long it takes.
At a glance
| Orders $50 and over | Free Economy shipping |
| Any order | $4.95 flat for Standard shipping |
| We pack your order in | 3 to 5 business days (most leave in 1 to 2) |
| Carrier delivery takes | Standard 3 to 5 business days, Economy 5 to 8, after it ships |
| Where we ship | All 50 US states, DC, and APO, FPO and DPO addresses |
Shipping rates
Free shipping on orders of $50 or more, with Economy shipping. Under $50, shipping is a flat $4.95 no matter how much you order or where in the US you are. On orders of $50 or more you can still choose Standard for $4.95 if you want it sooner. No weight-based pricing, no surprise fees at checkout, no handling charge.
How we calculate the $50. The threshold is your merchandise subtotal after any discount or promo code is applied, and before tax and shipping. So if your cart is $58 and you use a 20% code, your subtotal is $46.40 and the $4.95 flat rate applies. Gift cards do not count toward the $50.
Where we ship
We ship to all 50 states and Washington DC, including PO Boxes and APO, FPO, and DPO military addresses.
Alaska and Hawaii: same rates, but plan on a few extra days in transit. Carrier estimates for these states are less reliable than for the lower 48.
We do not currently ship outside the United States. If you are in Canada or elsewhere and want Green Llama, email us and we will tell you where to find us.
When your order ships
We pack orders at our Llama Lab in Johnson City, Tennessee, and hand them to the carrier within 3 to 5 business days. Most orders go out within 1 to 2.
Business days are Monday through Friday, not including US federal holidays. An order placed Friday afternoon starts its clock on Monday.
We are a small team and we would rather give you a window we can actually hold than a promise we cannot.
How long delivery takes
Once your order is with the carrier, Standard delivery takes 3 to 5 business days and Economy takes 5 to 8 business days for the lower 48, longer for Alaska and Hawaii. We ship with USPS, UPS, FedEx or DHL, depending on where your box is going.
So end to end, most orders arrive within one to two weeks of you placing them.
These are carrier estimates, not guarantees. Weather, holidays, and carrier backlogs happen, and once a package is in the carrier's hands the timing is genuinely out of our control.
Carbon-neutral shipping
Every order ships carbon-neutral through Shopify Planet, which funds carbon removal to match the estimated emissions of each shipment.
Tracking
You will get a confirmation email when you order, and a second email with tracking when your package ships.
Tracking sometimes takes 24 to 48 hours to show movement after you get that email. That is normal. It usually means the label is created and the package is waiting for its first scan.
If tracking has not moved in 7 days, contact us. Something has gone wrong and we want to fix it.
If your order is delayed
If we cannot ship your order within the time above, we will email you before that deadline passes. That email will tell you the new expected ship date, or explain why we cannot give you one, and it will give you the choice to wait or to cancel.
You can cancel any delayed order for a full refund, at any time before it ships, at no cost to you. Just reply to that email or write to us at help@greenllamaclean.com.
Refunds go back to your original payment method within 7 business days. We do not issue store credit instead of a refund unless you ask us to.
Lost, stolen, or damaged packages
We would rather replace a $20 tub than argue with you about a carrier's scan data. Here is how we handle each case.
Package is damaged. Email us a photo of the item and the box within 14 days of delivery. We will send a replacement free, and you do not need to return the damaged one.
Tracking has stalled. If tracking has not updated in 7 days, contact us and we will open a trace with the carrier. If it does not turn up, we will replace or refund it.
Marked delivered but not there. Check with neighbors, your building's mail room, and around the property first, since carriers sometimes scan early or leave packages in unexpected places. If it still has not appeared after 48 hours, contact us within 7 days of the delivery scan and we will work it out with you. In most cases we will replace it.
The window for any claim is 30 days from the ship date. After that we usually cannot get anywhere with the carrier, and neither can you.
Wrong or undeliverable addresses
Please double-check your address at checkout. We ship to the address you give us.
If a package is returned to us as undeliverable, we will email you. We can reship it for the original shipping cost, or refund your order minus what we paid to ship it out.
If you spot a mistake right after ordering, email us immediately. If we have not packed it yet we can usually fix it.
Split shipments
Occasionally we will send your order in more than one box, usually because an item is temporarily out of stock. This never costs you extra, and you may get more than one tracking email.
Subscription orders
Auto-Refill shipments follow the same rules as one-time orders. If a renewal's merchandise subtotal is $50 or more, shipping is free. Under $50, it is $2.50 flat rate.
You can change your address, skip a shipment, or cancel any time from your account, up until the renewal is charged. After it charges we treat it like any other order, so contact us fast and we will do what we can.
Returns and shipping costs
Our full return policy is in our refund policy. Two shipping-specific points worth knowing:
We will not charge you retroactively. If you return part of an order and what you keep falls under $50, we will not go back and bill you for shipping. The free shipping you earned stays earned.
Return shipping is on us in the end. You pay the return postage up front, and once we have processed your return we refund it along with your purchase and any shipping you paid on the original order.