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Frequently Asked Questions

 

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FAQs - Shopping for Our Products

Do you offer online coupons?

Yes, we occasionally 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 our Hive Newsletter.

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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.

Only one promotional code can be used per order. Promotions cannot be combined with any other offers.

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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 or by filling out a survey on our Facebook page.

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How do I order from your website?

To order from BurtsBees.com, you must be located in the United States. If you are located in the U.S. and do not see a US flag in the Need Help section of the footer, you need to change your location. To do that, simply click on "Change Country" and select the US flag. The site will then refresh and you will be on the U.S. website. You will then be able to order from the website.

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Can I order if I'm outside the United States?

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

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How do I track my order?

All packages sent via FedEx will have a tracking number assigned. If you selected FedEx as your shipping method, you can contact us to find out your tracking number. Please note that it takes 24 -36 hours after you place your order for the tracking number to be available from FedEx .

Shipment tracking is not available for packages shipped via United States Postal Service (USPS). Burt's Bees is not liable for any lost shipments when USPS is selected as the shipping method. The consumer is responsible for claiming all misplaced, lost or undelivered shipments directly with USPS.

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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 favorite Burt's Bees products locally in the U.S., 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. If you are interested in finding our products in another country that is not shown in our store locator, please contact us and we will be happy to help.

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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 FedEx and the United States Postal Service (USPS) Priority Mail for delivery. You can select which carrier you prefer during checkout. All orders are computer scanned for accuracy before leaving our warehouse. Orders will be shipped with in 24 hours from time of receipt, except if placed Friday after 12 noon EST throgh Saturday. Our standard shipping is ground service. Most orders will arrive within 5-7 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 45 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 Replacement 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 Replacement 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 a US flag in the Need Help section of the footer, you need to change your location. To do that, simply click on "Change Country" in the footer 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 using My 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?

For the full list of shipping charges including shipping fees for non-continental US and PO Box/APO, please see our Shipping Policy.

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I'm having other issues and need to speak with someone. Who can I call?

Please call us at 1-800-849-7112, option 2, Monday through Friday 10:00 AM - 6:00 PM EST or you can email us using the Contact Us link.

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