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Frequently asked questions

Got questions? We’ve got answers. Check out our frequently asked questions below.

General account information

How do I create an account?

During the checkout process, you will enter your name, address, phone number, and email address and confirm your password to set up your account. Once you complete your first purchase, your account set up will also be complete. After you verify and activate your account, you will be able to log in on the My Account page to manage, view, and track your orders.

I just created an Earthotic account, do I need to verify my email address?

You will be prompted to activate your account by verifying your email address after you place your initial order.

By verifying your email address, you can access your Earthotic account to conveniently review and keep track of your orders and update your account information. We will reach out to you with any shipping updates, plus, we’ll let you know when your product has been delivered.

I changed my account email address. Do I have to verify the change?

Any time you change your account email address you will be required to verify the change before the new email address becomes active.

How do I reset my password?

If you forgot your password and need to log in to your account, go to the My Account page and click on the Lost your password? link for instructions to reset your password. If you are already logged into your account and want to change your existing password, you can click on the Account details tab on the My Account page and follow the directions in the “Password change” section.

What should I do if I did not receive my order confirmation email?

You should receive a transactional confirmation email for every new order you place. You will receive another email once the order ships and again when your order is delivered. If you have not received your confirmation email(s), please check your spam inbox. If you still cannot find your confirmation email(s), please contact our friendly team for assistance.

My referrals

How do I participate in the My referrals program?

Once you have created an Earthotic account, you will find your referral URL link and referral code on the My referrals tab on your My Account page. To refer new customers to our Website and receive discounts on future purchases, you can copy and paste your referral URL link or referral code and share via email, text, social media or any other online or offline platform.

If you opt to share your referral code (ex. ref1234567) instead of your referral URL link, the referred customer must enter this referral code in the coupon code section on the cart or checkout page. The referral code cannot be combined with any other coupon codes, discounts or offers.

You may also share product specific referral URL links by going to a product page and clicking the My referrals tab which is located to the right of the Description tab. You can use the referral URL link or referral code from that product page to refer a new customer to our Website.

If you are a guest and have not created or logged into your Earthotic account, you will not be able to see your referral URL link or referral code on the My referrals tab on the product pages.

If someone clicks your referral URL link, pastes it into their address bar or applies the referral code at checkout and completes their first purchase for at least $59.99 before taxes are added, you will receive a referral coupon discount. The referred customer must be a new Earthotic customer (not previously registered) and must complete their qualifying referral purchase using your referral URL link or referral code for you to receive your referral coupon discount. If the referred customer makes their first Earthotic purchase and does not use your referral URL link or referral code or uses your link or code but makes their first purchase for less than $59.99 before taxes are added, you will not receive a referral coupon discount. So be sure that the referred customer’s first purchase is a qualifying referral purchase to ensure you receive your referral coupon discount.

You have 90 days from the date the referral coupon discount was added to your account to use it on a purchase. Referral coupon discounts cannot be combined with any other coupons, discounts or offers. The maximum number of referrals that can be made per account is ten (10). If you have any questions about the My referrals program, please see our full terms and conditions or contact our friendly team for assistance.

Referred customers using a referral link or code to complete their first purchase, acknowledge and agree to release their first and last name, and date of referral to the referrer for tracking purposes. Only your first and last name, and date of referral will be shared with the referrer. Order information including addresses and phone numbers will not be shared with the referrer. If you do not want the first and last name associated with a referral customer purchase released to the referrer, do not use their referral code or link to make your purchase.

Note: Earthotic reserves the right to modify or cancel the My referrals program at any time.

 

How many referrals can I make?

The maximum number of referrals that can be made per account is ten (10).

Do referred customers need to use my referral URL link or code for me to receive the referral coupon discount?

Yes. The referred customer must use your assigned referral URL link or referral code for you to receive the referral coupon discount. The referred customer must also make a qualifying referral purchase (at least $59.99 before taxes are added) for you to receive a referral coupon discount. If the referred customer does not use your referral URL link or referral code to make their first purchase or if they use your link or code but their first purchase is not a qualifying referral purchase, they will no longer be considered a new customer and any future purchases they make will not earn you any referral discount coupons. The referral customer must be a new Earthotic customer that has not created an account or made in past purchases.

When will I receive my referral coupon discount?

When the referred customer’s qualifying referral purchase is complete, you will automatically receive your referral coupon discount on your My referrals page. You can view and track your referral discount coupons on the My referrals page.

How will I know if I have earned a referral coupon discount?

You will be notified via email when you have earned referral coupon discounts. You can also check your My referrals page to track your referrals.

Are my order details shared with the person that referred me?

Referred customers using a referral link or code to complete their first purchase, acknowledge and agree to release their first and last name, and date of referral to the referrer for tracking purposes. Only your first and last name, and date of referral will be shared with the referrer. Order information including addresses and phone numbers will not be shared with the referrer. If you do not want the first and last name associated with a referral customer purchase released to the referrer, do not use their referral code or link to make your purchase.

Subscribe and save

How do I start a monthly subscription?

Select subscribe and save product(s), add to the cart and complete your purchase with your preferred method of payment. Your order will be automatically placed for you each month and the same method of payment will be billed until you update the method of payment or suspend or cancel your subscription. See our full terms and conditions for more details.

Can I make changes to my subscription?

You can update your method of payment, suspend or cancel your subscription at any time. If you need to modify your order, you must cancel your current subscription and create a new one with the products you want to receive each month. If you need assistance or have questions, please contact us.

How much do I save with the subscribe and save program?

You can save an extra 10-15% on your subscription orders. This program cannot be combined with any other coupons, discounts or offers.

How do I manage my subscriptions?

Log into your My Account page and click the Subscriptions tab to view the subscription you would like to manage, from here you can suspend, cancel or change your payment method. You can also view and track current and past orders related to a subscription.

Privacy

How do I opt out of marketing, informational and promotional email communications?

Earthotic respects your right to privacy. If you choose to opt out of marketing, informational and promotional emails, you may do so by clicking the unsubscribe link in one of our email communications or you may contact us for assistance. While you will be opted out of marketing, informational and promotional emails, you will still receive important transactional emails regarding your order status.

Do you sell my personal information?

Earthotic does not sell your personal information to third parties. For more information, please review our privacy policy.

How can I revoke my cookie consent?

When you visit our website for the first time, we will show you a pop-up with an explanation about cookies. If you accepted the cookie policy, you still have the right to opt-out and object against the further use of non-functional cookies. You may revoke or accept the cookie policy in section, 5.1 Manage your consent settings, by clicking the Manage Consent box.

Shipping

When will my order arrive?

In general, domestic shipments are in transit for 3 – 7 days. Shipments to military addresses may take longer and may be in transit from 3 – 15 days. Please note that carriers are currently experiencing shipping delays and your order may take longer to arrive. These delays are out of Earthotic’s control and are due to an increase in shipping volume in general. We appreciate your patience and apologize for any inconvenience this may cause.

Where do you ship?

We currently ship to the 48 Contiguous United States, the District of Columbia, Alaska, Hawaii, US based PO Boxes and APO/FPO/DPO military addresses. At this time, we do not ship to the United States Territories or internationally.

Where can I find my tracking number?

Once your order ships, your tracking number will be located in your Orders history on your dashboard, you will also receive your tracking number in a shipping confirmation email.

I have not received my order, what should I do?

Locate and click the tracking link on your Orders page or in your shipping confirmation email to follow the progress of your shipment based on the latest updates made available by the shipping provider. If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation. Please allow up to 48 hours for a response.

How much do I pay for shipping?

If your purchase is $75 or more before taxes or fees are added, your order qualifies for free standard shipping to US based PO boxes and addresses within the 48 Contiguous United States and the District of Columbia. If your purchase is less than $75 before taxes or fees are added, you will be responsible for shipping fees that will be calculated during checkout based on weight, dimensions and destination of the items in the order. If your shipping address is based in Alaska, Hawaii or an APO/FPO/DPO military address, you will be responsible for shipping fees that will be calculated during checkout based on weight, dimensions and destination of the items in the order. Click here for full shipping policy.

My package arrived damaged or was never received, what are my options?

Earthotic offers Route Shipping Protection insurance to add peace of mind to your shopping experience. In the event that your package is lost, damaged or stolen, it will be covered if you opt for Shipping Protection insurance on the checkout page. During checkout, the shipping protection insurance option will be automatically selected for you. If you accept coverage, you will receive an email from Route with additional information and claim instructions. If you choose to opt out, you must turn off the “Shipping Protection” option on the checkout page to avoid fees. Fees will appear on the checkout page and are $0.98 for orders less than $100.00 before taxes and 1.5% for orders more than $100 before taxes. Fees are subject to change at anytime.

If your package is lost or damaged in transit, please contact us for assistance. While packages are insured for loss and damage up to the value as stated by the shipping provider, certain restrictions may apply. Please contact the shipping provider for more details. If you opt out of shipping protection insurance through Route, you will be responsible for filing a claim with the shipping provider in the event your package is marked as “delivered” but never received. We recommend opting into shipping protection insurance or having your packages delivered to a safe place if you will not be available to receive them directly as Earthotic is not responsible for packages marked as “delivered” but never received. Click here for full shipping policy.

Route shipping protection insurance

How does Route shipping protection insurance work?

Earthotic offers Route shipping protection insurance to add peace of mind to your shopping experience. If you opt for shipping protection insurance on the checkout page and your package is lost, damaged, or stolen and policy requirements are met, your package will be covered.

During checkout, the shipping protection insurance option will be automatically selected for you. If you accept coverage, you will receive an email from Route with additional information and order issue instructions. If you choose to opt out, you must turn off the “shipping protection” option on the checkout page to avoid fees. Fees will appear on the checkout page and are $0.98 for orders less than $100.00 before taxes and 1.5% for orders more than $100 before taxes. Fees are subject to change at anytime and are non-refundable once the package has shipped.

Order issues for packages marked “delivered” yet not received are considered by Route as stolen and must be filed 5 days after “delivery date” but no longer than 15 days to ensure it was not misdelivered or easily found around the premises.

Order issues for packages presumed to be lost (where the status is not “delivered”) in US Domestic must be filed after 7 days (20 days for Canada and other international countries) and within 30 days from the last checkpoint.

NOTE: Route refunds the cost of the item(s) alone. Shipping costs, taxes, and the Route premium are not included.

Click here to resolve an order issue.

Click here to review Route’s package protection policies.

 

I filed an insurance claim with Route, can I receive a replacement order instead of a refund?

If policy requirements are met, Route will refund the cost of the item(s) alone. Shipping costs, taxes, and the Route premium are not included. At this time, we provide refunds only and order replacements are not available. We are working with Route to update the verbiage on the insurance confirmation email that you receive to reflect the current offer.

Returns

Can I return Earthotic products?

To qualify for a refund, the product must be defective or different than what was ordered. If the product is not defective and you received the correct item but want a refund, the product must be unopened, unused, in its original packaging and not damaged. You must return the product for a refund within 14 days of receiving the product. The 14 day time frame starts the day the order is delivered. A 15% return processing fee may apply to certain refund requests. Click here for full return policy.

Payments

What payment methods are accepted?

We accept PayPal, PayPal Credit, MasterCard, Visa, Discover and American Express. Split your payments and pay over time with Pay in 4 backed by Paypal.

Pay with PayPal, PayPal Credit or any major credit card

Can I save my credit card and Paypal payment details in my Earthotic account for future use?

During the checkout process, you will be able to save your credit card payment details to your account for future use. We use Stripe as our credit card processor through WooCommerce payments. At anytime, you may add or remove your credit card payment details by going to the My Account page and clicking Payment methods. If you place an order through our secure website using a credit card, we retain the last 4 digits of your credit card number, and your customer and transaction ID’s for order tracking purposes. Please note that we do not store your full credit card number or your security code on our servers. Stripe stores your payment card details on their servers and have taken all necessary precautions to ensure your credit card details are safeguarded and secured.

Saving your payment details is currently not an option for PayPal accounts. These payment details are stored on PayPal’s servers and like Stripe, PayPal takes all necessary precautions to ensure your credit card(s), debit card(s), bank account(s), PayPal Credit account and all other stored payment methods are safeguarded and secured.

Organic Certification

Are Earthotic products USDA Certified Organic?

We believe that whole organic foods from trusted sources are necessary for optimal health benefits, therefore we source high quality certified organic non-GMO ingredients. The Organic Super Green Energy Booster and the Organic Chocolate Protein Booster are USDA Certified Organic by Baystate Organic Certifiers.

 

 

Can I save my credit card and Paypal payment details in my Earthotic account for future use?

During the checkout process, you will be able to save your credit card payment details to your account for future use. We use Stripe as our credit card processor through WooCommerce payments. At anytime, you may add or remove your credit card payment details by going to the My Account page and clicking Payment methods. If you place an order through our secure website using a credit card, we retain the last 4 digits of your credit card number, and your customer and transaction ID’s for order tracking purposes. Please note that we do not store your full credit card number or your security code on our servers. Stripe stores your payment card details on their servers and have taken all necessary precautions to ensure your credit card details are safeguarded and secured.

Saving your payment details is currently not an option for PayPal accounts. These payment details are stored on PayPal’s servers and like Stripe, PayPal takes all necessary precautions to ensure your credit card(s), debit card(s), bank account(s), PayPal Credit account and all other stored payment methods are safeguarded and secured.

Product origin and testing

Are your product ingredients grown in the USA?

While our products are processed, blended and packaged in Florida, USA, which qualifies them as a product of the USA, we do utilize raw materials from global suppliers that adhere to the FDA’s Foreign Supplier Verification Program.

What are Earthotic’s processes for product testing?

Our suppliers are required to provide product samples that undergo rigorous testing, which include expert organoleptic and random batch testing to ensure the quality and freshness of each product. This testing covers a wide range of food safety concerns.

How does Earthotic control International food safety?

There are several processes in place to ensure that international suppliers and growers meet strict guidelines before the product reaches our processing facility. This supply chain was created by various agencies including the US Customs and Border Protection, FDA and USDA. International suppliers are verified through the FDA Food Safety Modernization Act (FSMA) and must adhere to the FDA Foreign Supplier Verification Program (FSVP). International suppliers must be registered with the FDA and its common practice for the FDA to take a multitude of samples from a specific shipment for testing to ensure quality and safety.

Are the barley grass and wheatgrass in the Organic Super Green Energy Booster tested for gluten?

The barley grass and wheatgrass found in our Organic Super Green Energy Booster are thoroughly tested and classified as gluten-free due to the way the materials are processed. All products are handled in a USDA Certified Organic, FDA registered facility and our global suppliers adhere to the FDA’s Foreign Supplier Verification Program. Our sourcing facility is registered and inspected for food safety by the State of Florida Department of Agriculture and Consumer Services. In addition, our facility adheres to Good Manufacturing Practices (cGMPs) and the Hazard Analysis Critical Control Points (HACCP) management system.

According to the following peer-reviewed journal, Quality Assurance and Safety of Crops & Foods,[1] “Codex Alimentarius (a collection of internationally adopted food standards) sets the threshold level at 20 mg/kg gluten for gluten-free foods, and this threshold has been adopted by many regulatory agencies such as the European Commission and the FDA. […] According to results presented here wheat grass contains no gluten and is an appropriate dietary supplement while maintaining a gluten-free diet.”

If you have gluten sensitivities or Celiac Disease, this information is being provided to help you make an informed decision. You may also want to review the peer-reviewed article “Gluten in Celiac Disease–More or Less?”[2] for more details on gluten-free classifications.

Sources:

  1. Adrianos, S., Mattioni, B., & Tilley, M. (2017, February 1). Confirmation of gluten-free status of wheatgrass . Quality Assurance and Safety of Crops & Foods.
  2. Cohen, I. S., Day, A. S., & Shaoul, R. (2019). Gluten in Celiac Disease-More or Less?. Rambam Maimonides medical journal10(1), e0007. https://doi.org/10.5041/RMMJ.10360

Contact

How do I contact Earthotic?

If you have any questions about this FAQ page, please contact us.

Please allow up to 48 hours for a response.

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