FAQ
Frequently Asked Questions
Orders & Checkout
I can’t place my order. What should I do?
Plan A: Try clicking “Return to cart” or refreshing the page. You could also try using a different browser or device.
Plan B: Email us a screenshot and a brief description of what’s happening: hello@empathyherbal.com
Can I order over the phone?
Yes. If you’re having trouble ordering online, you can call us 😊. We’ll help process your order and payment over the phone. Call 0493 404 783.
How do I track my order?
Using the tracking number we emailed, enter it on the Australia Post website.
Can I cancel my order?
If your order hasn’t shipped yet, we may be able to cancel it. Email us straight away with your order number. If it has shipped, cancellation isn’t possible, but you can still return the order if needed: hello@empathyherbal.com
Can I change my order after I’ve placed it?
If your order hasn’t shipped yet, we can try to help. Email us as soon as you can with your order number. Once it has shipped, changes are usually not possible: hello@empathyherbal.com
What payment methods do you accept, and is checkout secure?
You can pay by credit/debit card, PayPal, and Afterpay.
These options are offered through our Shopify checkout, which uses encrypted secure payment systems. Empathy Herbal does not store your card details.
I didn’t receive my order confirmation or tracking email.
Please check your spam and promotions folders first. Then search your inbox for 'Empathy Herbal'.
If it’s still missing, contact us and we’ll resend it.
Do you offer wholesale?
Yes. Please contact us or email us: sales@empathyherbal.com
Damaged & Missing Parcels
My parcel arrived damaged. What should I do?
I’m so sorry this happened. We know it’s frustrating and disappointing.
We pack every order with care. Sadly, damage can still happen in transit.
Because your parcel was delivered by Australia Post, they manage damage assessments and compensation claims. Most services include up to $100 compensation.
Australia Post generally needs the damage to be assessed; this is part of their claims process.
If you can, safely take it to the post office:
• Keep everything, including the outer box and contents.
• Take the parcel to your nearest Australia Post office.
• Show the damage to staff at the counter.
• They will guide you through lodging a damage claim.
If it’s unsafe (e.g. broken glass)
We understand you may not feel comfortable taking it in. In that case, we can try to help with an online claim.
Please:
• Take clear photos of the box, label, and damage.
• Email us the photos to us, plus your order number.
We can attempt to lodge the claim online for you. Please note that approval is not guaranteed this way.
Australia Post’s compensation information is here
My parcel says “delivered”, but I can’t find it. What now?
Sometimes tracking can show “delivered” before final delivery. This can happen due to a local scanning or processing issue.
If you're worried, please check around your property and mailbox area first. If relevant, ask neighbours or building management. Then contact Australia Post with your tracking number.
If Australia Post confirms it is missing, please email us with your order number and their response. We’ll help with next steps.
My parcel is missing items. What should I do?
Please contact us as soon as you notice any missing items.
Include your order number and clear photos of the parcel as it was packaged. We’ll review it and advise next steps: hello@empathyherbal.com
My parcel is being 'returned to sender', what should I do?
If Australia Post can’t deliver your parcel, they may return it to us.
If you see “returned to sender” on tracking, please contact us. We can help with the next steps straight away.
Returns & Refunds
What is your Satisfaction Guarantee?
If you’re unhappy with your purchase, please email us. We offer a 100% satisfaction guarantee on most of our products.
How do I request a refund?
Email us with your order number and a short note. Tell us why you’d like a refund.
Do I need to return the product?
Yes, refunds are assessed after the product is returned.
How do I return the product?
Please email us to advise that you're returning a product.
When posting back, please use a tracked postage service with Australia Post. Once we receive the item, we’ll start calculating your refund for the product: hello@empathyherbal.com
Products & Quality
Are your products organic?
We source pure, high-quality ingredients directly from farmers. Many of our products are organic, but not all are certified. Please check each product page for the latest details.
Where are your products made or packed?
This varies by product. You’ll find the origin and packing details on each listing. If you can’t find it, email us and we’ll help clarify.
Do you lab test your products?
We work with suppliers who follow strict quality standards.
Some products have lab testing available on request. If you’d like to know more, please email us for details.
Are your products vegan or gluten-free?
Most are, but it depends on the item. Our capsules are plant-based (HPMC cellulose). Please check the product page and ingredient list to confirm.
How should I store your products, and what's the shelf life?
Store your products in a cool, dry place out of sunlight, and seal tightly after opening. Shelf life varies by product, so please check the label for best-before dates.
How to Use
I’m not sure where to start. What’s the best approach?
If you’re new to a product, start simple and keep it consistent.
Begin with a smaller amount first, then increase slowly if needed. This helps you learn what suits you, without taking too much too soon.
How long does it take to notice results?
Everybody responds differently. Some people notice changes within days or weeks, while others need a few weeks to a few months. Changes are often subtle at first, and may feel like “less of a symptom” rather than a dramatic shift.
Our products work best as part of a bigger picture. If results feel slow, it’s worth checking basics like sleep, diet, movement, stress, and hydration. Small lifestyle changes can make the biggest difference alongside healthy herbs and whole foods.
You can email us and let us know what you’re using and your main goal. We can share general guidance to help you get on track.
When is the best time to take it?
There isn’t one “perfect” time for everyone. The best time is the one you can stick to most days, because consistency matters most.
If you’re building a new habit, linking it to an existing routine can help.
Can I use more than one Empathy Herbal product together?
In most cases, yes. If you’re adding new products, introduce them one at a time over a few days. That way, it’s easier to tell what’s helping and what might not suit you.
When should I check with a health professional first?
If you use prescription medicine, it’s best to check first. Many people think of food and herbs as “supportive medicine”.
If you improve your diet and lifestyle while adding herbs, your body can change faster than expected. In some cases, that can make your usual dose of medicine feel stronger than it used to. A trusted, supportive health professional can help you make safe adjustments.
What if I don’t feel right after using a product?
If you don’t feel right after trying a product, stop using it and let us know. We’ll help you work out the best next step, based on what you used and how you feel.
Some people are more sensitive than others, and rare allergies can happen. That’s why we suggest starting low and going slow, especially with new foods and herbs.
Subscriptions
What’s a subscription order?
A subscription order is an automatic repeat delivery.
Once you start, you’ll receive an “Empathy Subscription Activated” email with full details and benefits.
How do I adjust my subscription?
Log in to your account and select ‘Manage Subscription’.
You can adjust quantity, frequency, products, and payment method at any time.
What are the benefits of starting a subscription?
1) Locked Savings: Your price stays the same while your subscription is active.
2) Guaranteed Supply: Your renewal is prioritised, especially when stock runs low.
3) Flexibility + reminder emails: We email you before renewal, and you can skip, change, or cancel anytime.
4) Extra Empathy Rewards points: Subscription orders earn 20% more points per dollar.
5) Real Impact: Your renewals support our partner farmers in Australia & Sumatra - helping grow healthy herbs, not palm oil.
Will I be reminded before I’m charged?
Yes. We email you before each renewal, so you have time to adjust your order or address if needed.
Can I return my subscription order?
Yes. Return the item to us unopened, and we’ll refund the product purchase price.
I didn’t mean to subscribe. What should I do?
Please reply to your “Empathy Subscription Activated” email. We’ll check your order status and help fix it.
Empathy Rewards
What’s Empathy Rewards?
Empathy Rewards is our loyalty program. You can earn points in a few ways, then redeem them for credit coupons.
How do I join?
Create an account on our website. Once you’re logged in, your points and rewards options will show in the ‘Empathy Rewards’ section.
How do I earn points?
You’ll earn points when you shop, leave reviews, refer friends & even celebrate your birthday.
Learn more on the ‘Empathy Rewards’ page 👇.
How do I redeem my points?
Log in – select Empathy Reward and scroll down to the ‘Your Rewards’ section.
Copy or apply the code you wish to activate – the discount will be applied on the checkout page.
What are VIP levels?
VIP levels reward you for ongoing support. As you earn more points, you can unlock higher tiers with extra benefits. Once reached, your VIP level is valid for life.
I placed an order, but didn’t get points. What should I do?
Check that the email address you used during checkout matches the one on your account.
If it still doesn’t look right, message us with your order number, and we’ll sort it out.