Frequently Asked Questions - Topics

 

FAQs - Shopping for Our Products

Do you offer online coupons?

Yes, we do offer online promotion code offers to our Hive members. These offers are redeemable for orders placed on burtsbees.com and cannot be used on other websites or in retail stores. Get your coupon code today by signing up for the Hive!

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Where do I enter in my promotion code on your website?

After you have added all of the items you wish to purchase to your shopping cart, you may enter in the promotion code on the Shopping Cart page. The promotion code box is located below the list of Specials Available, right above the Subtotal line. All promotion codes are case sensitive, so be sure to match the case to get it to work.

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How do I get free samples and coupons?

We do not send free samples or mail coupons at this time. However, during special times of the year, we may offer free samples with a purchase on Burtsbees.com.au

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How do I order from your website?

To order from BurtsBees.com.au, you must be located in Australia. If you are located in Australia and do not see the Australian flag in the top right of the website, you need to change your location. To do that, simply click on "worldwide" and select the Australian flag. The site will then refresh and you will be on the Australian website. You will then be able to order from the website.

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How do I track my order?

All packages sent via Australia Post will have a tracking number assigned. When your order was shipped you would have received an email with a tracking number. If you have lost this email please contact Customer Service.

It may take up to 72 hours for your tracking number to be assigned after you place your order.

Burt's Bees is not liable for any lost shipments. The consumer is responsible for claiming all misplaced, lost or undelivered shipments directly with Australia Post using the tracking number provided.

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How can I receive a printed catalog?

Each year we save over 10 tons of paper or 177 trees by not printing a catalog! We also save 31.26 cubic yards in a landfill, 42,722 Kilowatts of power (enough to power an average home for over five years) and 72,940 gallons of water. Ordering here online is a safe, secure and Earth-friendly way to buy our products.

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How do I find your products locally?

If you'd like to purchase your favourite Burt's Bees products locally in Australia you can find many stores in your area that carry our products using our Store Locator. Selections vary, so please call ahead to the store to make certain it carries the products you're interested in purchasing.

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Can I order if I'm outside Australia?

We are sorry, but products purchased on BurtsBees.com.au can only be billed or shipped to destinations within Australia. You can purchase products if you are in the US from our US website www.burtsbees.com, Canada from our Canadian website Burtsbees.ca, or in the UK from Burtsbees.co.uk.

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What methods of payment do you accept?

Payment for online orders must be made with a credit card. We accept the following:

Visa
MasterCard
American Express
Discover Card

We will charge your card and email an order confirmation number to you.

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How does Burt's Bees ship products and what are the rates?

We use Australia Post e-Parcel for delivery. We normally ship orders within 2 business days of receipt. Our standard shipping is ground service. Most orders will arrive within 5-12 business days.

Click to see our Shipping Policy with complete information on shipping methods, charges and delivery estimates.

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Can I cancel or change an order?

Once you submit your order, it cannot be changed or cancelled. Burt's Bees guarantees your complete satisfaction with every purchase of our products. If you are not 100% pleased with your purchase, please return items within 60 days for a replacement or refund.

If you purchased the product from a retail store, please contact the store directly for their return policy. We recommend returning the product to the store if possible in order to avoid return shipping fees. However, if the store cannot accept your return, you may return the product directly to BurtsBees.com via our standard return process.

Click to see our Return and Exchange Policy.

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I'm buying a gift for someone. What if they don't like it?

We unconditionally guarantee all of our products at Burt's Bees. Because of our commitment to quality, we believe Burt's Bees offers the finest natural personal care products on the market today. We're confident you'll love our products. If for some reason you're not satisfied, we will gladly help you find something to better suit your needs.

Click to see our Return and Exchange Policy.

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I'm not comfortable ordering online. Can I call in my order?

Burt's Bees can only accept orders online. Shopping on our site is safe and secure. We use SSL encryption to keep your information safe, and we never distribute your personal information to third-party vendors.

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Why don't I see an "Add to Cart" button?

When there is no 'Add to Cart' button, there are two possible reasons. First, you must be located in the United States. If you are located in the U.S. and do not see the US flag in the top right of the website, you need to change your location. To do that, simply click on "worldwide" and select the US flag. The site will then refresh and you will be on the U.S. website. Second, it may indicate that JavaScript is not enabled on your browser. Our shopping cart application requires JavaScript, so to shop at the Burt's Bees online store, you need to enable this function on your browser.

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Why am I getting stuck on the first 'Billing Information' screen?

Some AOL users may experience a display error that does not allow them to see all required fields. If you do not see the field to enter your last name, click in the first address field and use the Shift + Tab keys to move your cursor to the preceding field. Enter your last name, and tab to get back to the address field. Enter the rest of your information as normal. You should then be able to proceed through checkout.

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Why do I get a "page not found" error when I add something to my shopping cart?

The shopping cart pages are encrypted for your privacy and security. If you do not have SSL 3.0 enabled on your browser, you will get a "page not found" error. To correct your security settings in your browser, go to Tools > Internet Options. Select the tab labeled 'Advanced.' From there, you should scroll to nearly the end of the options available. Make certain the check box next to 'Use SSL 3.0' is checked. This should correct the error.

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I forgot my password. How do I retrieve it?

Click here to enter the email address you use for your Burt's Bees account and we'll email you a new password and a link to use to log in. If you have forgotten your password and no longer use the email address you used to create your account, you will need to create a new account.

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How do I update personal information for my account?

Simply log in to your account and click on the Update Profile link. You will be able to change your mailing and contact information, as well as update subscription preferences.

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Can I store frequently used shipping addresses for quicker checkout?

Yes. You may set up your address book by logging into your account and clicking the Add New Address button. You can edit stored addresses here, too. Or, add a new address while placing an order by clicking the Save to Address Book button when you enter the shipping information.

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Who can see my Wish List?

Your Wish List is viewable only by friends and family you've invited to see it. To invite others to view your Wish List, log into your account and click on the Wish List link under My Account. Just fill out the Share Your Wish List form and we'll send an email inviting your friends and family to see your list.

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How much do you charge for shipping?

Click to see our Shipping Policy with complete information on shipping methods, charges and delivery estimates.

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Do I need to be home to sign for my parcel?

All orders require a signature upon delivery. If you are not there to sign for your order, Australia Post will leave a notice for collection card with details of how to collect your delivery. To ensure secure and undamaged delivery of your order, our delivery company will not be able to leave your order hidden' at the address.

To ensure that there are no mistakes with addresses and to check that our delivery company has all the correct details, please check that all shipping information is correct.

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