Enquiries
Who answers, and what they can look up
+1 (312) 680-2003 or care@lunascentoils.com, Monday to Thursday, 9am to 5pm Eastern, answered from Brevard by people who can pull the monograph and the lot record while you wait.
No outsourced call centre, no chat widget run by somebody else, no social account fielding questions about species it cannot verify. A call is written up against the record and any figure quoted is confirmed by email afterwards.
Where to send it
- Telephone: +1 (312) 680-2003
- Email: care@lunascentoils.com
- Hours: Monday to Thursday, 9am to 5pm Eastern
- First reply: within one working day
- By post: GAIA HERBS, INC., 101 Gaia Herbs Drive, Brevard, NC 28712
- To stop texts now: reply STOP, telephone us, or use the removal form
Worth quoting
What gets a full answer first time
- The lot number from the bottle. It opens the monograph, the harvest and the test results together.
- The species, if you are asking before buying. The common name will usually not narrow it enough.
- Your order number, or the delivery address if it has gone astray.
- What you would like to happen. A return opened, a marker figure read out, a grower named, a replacement sent.
- The mobile number if the question concerns texts, so the right record is worked.
What we can and cannot answer
- Can name the species, the part, the harvest, the extraction and every test that ran on your lot.
- Can open a return or a replacement the same working day.
- Can withdraw a number from the text list at once, without asking why.
- Cannot advise on dose, interaction or suitability. Nobody here is your clinician and we are instructed to say so rather than guess.
- Cannot make a health claim. Asked whether a plant treats something, the honest answer is that this is a dietary supplement and it does not.
Timing
How long each thing takes
| Request | Usual time |
|---|---|
| Telephone answered | During Monday to Thursday, 9am to 5pm Eastern, by somebody who can pull the monograph |
| First reply to a written enquiry | Same day within Monday to Thursday, 9am to 5pm Eastern, otherwise the next working day |
| Lot traced to harvest and tests | Same working day |
| Return instructions issued | Same working day |
| Refund reaching your card | 5 to 10 business days after the parcel is back |
| Number withdrawn from the text list | At once, though a released message may still arrive |
| Data access or deletion | Acknowledged within 2 business days, completed within 30 days |
Optional
Monograph texts
Optional, marketing only, and unconnected to placing an order.
- Marketing messages only. A monograph added, a harvest bottled, occasionally an offer.
- Order paperwork is never texted. Confirmations and despatch notices arrive by email.
- Up to 4 messages per quarter; frequency varies. Message and data rates may apply.
- US mobile numbers, eighteen or over.
- Reply STOP to end them. Reply HELP for our details.
- No mobile information is shared with third parties or affiliates for marketing or promotional purposes.
- Not a condition of any purchase. See the Privacy policy and Terms.
On the list and want off? Use the removal form, reply STOP, telephone us, or write and ask.