Bulk apothecary is honestly an abysmal joke of a company. Expensive items, along with expensive shipping that they take zero responsibility for. I used this company for an entire year, with minimal issue. But, now, they have just dropped all pretense of caring about good business. My last order was stuck in Ohio for an entire 2 weeks before, I had to call them to find out the issue. They immediately reshipped the items--fine. This most recent order, they used UPS without a REQUIRED signature--who ships to NYC and doesn't require a signature for delivery? And, then, when I saw that the products were marked as delivered, but, not delivered to me, I called Bulk Apothecary. This is where the drama begins. They will not refund, or reship my items until UPS does an investigation on the missing shipment. Never mind my company is now going to have an issue with delivering products, never mind I'm a long-term customer, never mind I actually paid for the shipment in the first place! They refuse to take any responsibility that NO ONE clicked the "signature required" button on the original shipping order. I've filed a complaint with the Ohio BBB. And, upon doing so, found they have 135 complaints registered. DO NOT BUY from these people. I'm a believer in small businesses, but, not greedy businesses whether they are large or small.
Thank you for reaching out to let us know you found our exchange policy to be unclear. We make every effort to ensure that it is crystal clear to our customers in multiple places on our site that exchanges are done via a two-step process, and it certainly is not untruthful or misleading in any way. A return and a repurchase IS an exchange, just with separate financial transactions. The sole reason that we suggest a return and a repurchase is simply so that when a customer needs to exchange for any reason, they do not have to wait until the return parcel is shipped back to us and then processed by our warehouse staff before we ship out a new item. This can often take a substantial amount of time since the carriers that ship back returns to our warehouse often experience unforeseen delays that are beyond our control, and many customers require their subsequent shipments to arrive in a more expedient manner. Customers who need a different size, color, or style of a garment can simply place a new order for the item they would like instead so we can get that item to them in a timely fashion. This is common practice among the vast majority of e-commerce retailers, and is in no way unethical. There is no reason at all that anyone would be paying three times, so if there is any remaining confusion that we can assist with clarifying for you, our Customer Service Team would appreciate the opportunity to explain the process in greater detail and will be happy to assist you with returning one garment and processing a new order for an alternate selection. As mentioned in the response to your BBB complaint, your return shipping fee has already been waived so that you will not incur any cost to ship back something that you are not completely satisfied with. We go above and beyond to provide outstanding service to each and every customer that shops on our site, and will always endeavor to ensure a positive experience and complete satisfaction.