FAQ

Here you will find answers to some common questions, for any other questions you can call us on 0450735428 or email us contact@theherbgrove.com.au

Please click the relevant link

Ordering, Payment and Shipping

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How do I order? 
Visit our how to order page

How do I repeat a previous order? And am I able to edit that repeated order?
To repeat an order select the ‘My Account’ tab and click on ‘Orders’. Find the order you would like to repeat and select ‘View’, then click ‘Order Again’ which is located at the bottom of the page. This will take you back to the Cart with the selected order already filled out. Here you can add, remove or change the dosage of herbs in the previous order. Now just proceed to checkout, select the number of bags and complete your order. Note: The order will not automatically add the previous patient. This is handy in case you want to use the order as a template for future orders.

How to search for herbs?
Search using common pinyin, latin and some symptoms.

What if I make a mistake in my order?
If you have made a mistake on your order, or would like to alter a herb or a dosage you have made, please contact us immediately on 0450 735 428 and ask for Ren. Once contacted, we will inform you as to whether we are able to alter the order. If the order has already been dispensed, we may be unable to fulfil your request.

How do I know you have received/processed my order?
Once we have received your order, you will receive an email with your receipt and a second email once your order is set to ‘Completed’. You can then see what stage your order is at by viewing the ‘My Account’ tab on the website and clicking on ‘Orders’. The ‘Status’ heading shows the progress of your order. ‘Processing’ means we have received your order and will have it completed as soon as possible. ‘On Hold’ means we have identified some problem with the order and will contact you with more information. ‘Completed’ means the order has been dispensed and is on the way to your patient, or ready to be picked up. When ordering a herbal prescription, if your account has a mobile number you will receive an sms photo of the prescription so you can see the dispensed formula that is going to your patient.

How long will my order take to dispense?
We endeavour to complete your orders as soon as we receive them. For most orders this means we receive and post the order within the business day.

Postage?
Standard: The slow option, generally a week or a touch more, good if your patient has herbs left over or does not need their herbs quickly.
Express: The fastest option for metro, regional parcels and interstate. Sent with Australia post Express 1-3 business days to most locations.
Same or Next Day Delivery: The best option for fast delivery in Melbourne if available. Our same day courier operates like an uber therefore this option avoids the depot and goes straight to the patient. Order before 11am for same day. If herbs are needed urgently and it is later in the day contact us and we can give you a quote for same day delivery later in the day.

Sending Multiple Parcels to the same address, do I need to pay postage twice?
If sending multiple parcels to the same address you can choose the “sending multiple parcels” shipping option which alerts the dispensers to wait for another order, then pay for ‘multiple parcels’ on your final order. This allows you to pay less when shipping to the same address (slightly more than one parcel) due to size. However if one or both of the orders are very small and would easily fit together then we are happy for you to choose ‘sending multiple parcels’ for the first order and just pay the standard shipping rate for the second parcel. Just make sure you tell us in ‘prescription notes’ that you want them sent together.

How long will postage take?
Times can vary, here is an average time schedule for each area from order to delivery if ordered on a business day:
Inner Melbourne: 0-3 days (guaranteed 0-1 days if Same Day Delivery option is chosen)
Regional Victoria: 1-3 days if Express post selected.
Interstate Capital Cities (except Darwin): 2-3 days if Express post selected.
Other Areas: Email contact@theherbgrove.com.au with your location and I will tell you an estimated time for your area.

How do I pay?
Payment is made by credit card online.

Postage Prices?
Our postage prices vary depending on location, please make an account or email us to find the postage prices for your area.

Can my patient or myself pick up the herbs?
You or your patient can pick up the herbs from our dispensary during our clinic opening hours. If you plan to pick up the herbs please indicate this on the checkout page by selecting ‘local pickup’. You can view the status of your order by logging into your account on the website and viewing the ‘Orders’ tab. Once your order shows ‘Completed’, it is ready to be picked up. If you or your patient need to pick up the herbs quickly, give us a call or send us an email and we will see what we can do!

Address:
143 Auburn Road
Hawthorn, Vic, 3122

Opening hours for pick up: (Clinic is sometimes open before and after these times, send us an email with a date and time and I will let you know whether someone will be there)
Mon: 10am – 5pm
Tues: 10am – 5pm
Wed: 10am – 5pm
Thurs: 10am – 5pm
Fri: 11am – 5pm
(We close for lunch everyday from 1.30pm-3.00pm)

How do I save patient or edit details?
There are two ways to save patient details.

  • During the checkout process select the ‘Add new address’ button and fill out the patient’s details. The details should appear under the ‘select and address’ heading. These will be automatically saved for use in future orders.
  • Go to ‘My Account’, click on the ‘Addresses’ tab on the left of the page and select ‘Add New Shipping Address’. Once you have filled out the required fields this patient’s details will be accessible during checkout for future orders.

To access a previous patients details during checkout: Proceed to the ‘Checkout’ page with your completed order, and choose the patient details from the ‘Select an address’ bar to find the patient. Once selected, it will auto-fill the patient details.

To edit a previous patient details go to ‘My Account’, click on the ‘Addresses’ tab on the left of the page. You will see your used addresses click on the edit button to make any changes you need and update.

How do I know my patient has received the herbs?
Once you have made an order you will receive an email from the shipping company which contains the tracking number for the order and a link to the relevant tracking page. Once the number is entered you will find updates on the status of the parcel including whether the parcel has been delivered. If the parcel delivery seems to be delayed, contact us on contact@theherbgrove.com.au, or alternatively you can call the delivery company and quote the tracking number and they will assist with your enquiry.

Patients Decocting Herbs, Raw Herb Info, Pao Zhi

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What method should my patient use to cook the herbs?
We understand that all practitioners have varying processes for preparing their herbal decoctions, therefore it is the practitioner’s responsibility to inform their patient as to what method they require. Nonetheless, here at Apricot Grove we have a set method that we have used for many years which you can view and download here or in the ‘Preparation Instructions’ tab and we are happy to include the same cooking instruction sheet with your patients herbs. When using this method, the herbs last between 3-4 days per bag, with the patient consuming 100ml in the morning and 130ml in the evening. If you choose to use our method, we suggest you download and familiarise yourself with our instruction sheet. It is recommended that you explain the method to the patient during their consultation to avoid confusion. If you would like us to include a cooking instruction sheet and cooking FAQ in your patient’s herbs please tick the box during online checkout.

Does my patient need a herbal cooking pot?
This is a long discussion with many varying opinions. We generally go by the idea that it is better to cook up in ceramic or cast iron enamelled if available however if this is not easy then cooking up in metal is fine (and much better than foregoing the herbs). Some more info for those who are intersted: See our list of herbs

If my patient does need a herbal cooking pot what can they use?
Patients will sometimes have something suitable at home, anything stove safe made of clay, glass or enamel in a reasonably small size should work. It would be ideal if your clinic stocked a number of herbal cooking pots to sell to patients that need them. These can be purchased from us in bulk at a reasonable price. It is also possible to find them in some Chinese grocery stores, or if your patient is in Melbourne, they can purchase one from us during our opening hours. We are located at 143 Auburn Road
Hawthorn, Vic, 3122

Will I get the same high-quality herbs that your own patients do?
Yes. You will have access to the same herbs and dispensary that we use for our patients. After three decades of treating patients with raw herbs, we know first hand the importance of purchasing the best quality herbs to achieve the best results. Good quality herbs pay for themselves many times over by creating happier, healthier patients. We would love for you to come see the high quality of our herbs for yourself. As we are also a clinic, we are often busy fielding appointments and dispensing herbs, therefore to ensure we have time to show you around, it is preferred to email us first on contact@theherbgrove.com.au or alternatively send us a message on 0450 735 428 and we can organise a time.

Why should I use raw herbs instead of other treatment methods?
We believe that a successful practitioner chooses the treatment option that suits their patient best. While sometimes you hear people saying that patients in Western countries simply will not accept decoctions: decoctions taste bad, they are a lot of trouble to cook up and they are expensive, over the last 30 years we have pretty much proved them wrong (except for the taste, of course). Often patients visit us because we can provide the original herbs in the decoctions which they have heard are stronger, and their experience confirms this.
While granules do tend to be more convenient, raw herbs offer a number of benefits which in many cases make it the appropriate treatment option.
These are:

  • They are stronger. Ask your patient.
  • They allow greater prescription flexibility.
  • They enable a practitioner to prescribe exact classical formulas.
  • The prices for raw herbs are often lower.
  • As a dispensary we are able to visually confirm the quality and the species of the herb ourselves.

So how do I convince my patients to take raw herbs?
Communication is the key to ensuring your patient not only takes their raw herbs but engages with the process. We have found that patients should be given all the bad news up front, and then they can be given the choice themselves as to whether they would like to go to the trouble of taking a herbal decoction. Often we use a ‘reverse-psychology’ approach and over-emphasise the taste and trouble, so that when they actually get down to it, the patient finds it much easier than they imagined. If the patient is scared off by this tactic, their compliance with decoctions would likely have been low in any case, so it is better that you know that and can use other means of treatment.

Then you should tell them the good news. Namely, they are much more effective, much more tailored to the patient’s needs, less processed and more in line with the traditional way in which Chinese herbal medicine has developed. Many patients claim to enjoy the process of cooking and look forward to it.

Why do you pao zhi your herbs?
Preparing herbs in the traditional pao zhi fashion alters herb action, enhances digestibility, and/or reduces toxicity. Pao zhi gives you flexibility and precision in your prescriptions while making them more acceptable for the patient. We have over 40 herbs in prepared forms, with many available as both Chao (dry-fried) and Tan (charred), and others cooked via methods consistent with the traditional directions such as Zhi (honey-prepared), ‘vinegar dry-fried’ or ‘steamed in wine’. While herbs such as Wu Zhu Yu (Evodia), Bai Jie Zi (Brassica alba) and Lai Fu Zi (Raphani semen) are almost never dispensed in their raw form due to mild side-effects caused by the unprepared herb, other herbs such as Da Huang (Rhubarb) or Huang Lian (Coptis) are accepted into the body far more readily in their prepared form.

Contact Information & Miscellaneous

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How can I contact you?
If you would like to make an inquiry, provide feedback or follow up on an order you can call Ren on 0450 735 428 or email us on contact@theherbgrove.com.au

Address:
143 Auburn Road
Hawthorn, Vic, 3122

Opening hours:
Mon: 10am – 5pm
Tues: 10am – 5pm
Wed: 10am – 5pm
Thurs: 10am – 5pm
Fri: 10am – 5pm
(We close for lunch everyday from 1.30pm-3.00pm)

Do you sell pills and tinctures?
Yes we sell pills and tinctures, you can find them on the shop page!

What information do you put on the herb bags?
In compliance with current regulations for dispensaries, our herb bags will be labelled with the patient name, prescription number and date. Provided with the herbs will be a copy of your prescription, which contains all the patient information as well as listing the herbs and their dosage in grams. If specified by you, we will also include cooking instructions and a cooking instruction FAQ sheet. If you would like us to include a cooking instruction sheet and cooking FAQ in your patient’s herbs please tick the box during online checkout.

What information goes in the herb order to the patient? 
We provide the patient with a copy of their prescription (that does not include prices) and cooking instructions IF the practitioner has selected that option. If you are using our cooking instructions it is best to familiarise yourself with them and go through the cooking instructions with the patient to avoid any confusion.

I am not a practitioner. Can I order herbs?
We are a service provided for registered Chinese medicine practitioners only. However if you are looking for treatment, we have a large database of our partner practitioners and would be happy to refer you to an excellent Chinese herbal medicine practitioner in your area. Just send us an email on contact@theherbgrove.com.au with your name and location.

I have a suggestion. Where can I send it?
We would love to hear your feedback, and are always looking to improve our products and services so please feel free to email us on contact@theherbgrove.com.au or call us on 0450 735 428.

Can we visit the clinic and see the herbs?
If you would like to come visit our dispensary we would love to meet you. You can see the high quality of our herbs for yourself, as well as our pao zhi and dispensing methods, and ask us any questions you may have regarding the process. As we are also a clinic we may often be busy fielding appointments and dispensing herbs and therefore to ensure we have time to show you around, it is preferred to email us first on contact@theherbgrove.com.au or alternatively send us a message on 0450 735 428 and we can organise a time.

What quality control measures do you employ?
As a dispensary with over 29 years experience we have numerous practices in place to ensure our herbs are dispensed correctly. Some of these include hiring well trained qualified staff, having a supervising Chinese herbal practitioner who checks and signs off each completed prescription, referenced and visual confirmation of the identity of herbs we receive, good relationships with our suppliers to ensure the quality of our herbs and consistent checks for contamination of our stock amongst other things. We would love for you to come in and see how we work, so please email us on contact@theherbgrove.com.au or message us on 0450 735 428 and we can arrange a time.

How much should I mark the herbs up?
Once you know the total of our invoice to you, you can then decide an appropriate markup for your patient to cover your time and training. We have tried to keep our prices as low as possible, making the herbs affordable for you. While of course different herbs vary in price dramatically, as a general guide we charge our own patients anywhere from $10-$22 per bag depending on the formula. While the average price through The Herb Grove is between $6 – $12 per bag depending on the formula.

Can I pay for more than one order at once?
Currently our site is unable to process more than one order at a time and therefore you must proceed through checkout before making another order. However once you have your credit card details saved the process becomes more efficient. We are working on ways to make multiple prescriptions with multiple invoices possible without creating a confusing interface for our customers. If you find this not to be a problem, or alternately you find checking out multiple times to be frustrating, we would love to hear your feedback so we know what we should work on in the future. You can email us on contact@theherbgrove.com.au.

What are you doing to protect my credit card details?
Your credit card security is of the utmost importance to us. Therefore rather than designing a security service ourselves we outsource our credit card protection, and processing to www.stripe.com. Stripe are Payment Card Industry(PCI) audited annually in line with current regulations, and have been given a PCI Service Provider Level 1 certification. This is the most stringent level of certification available in the payments industry. The system is set up so that when a customer enters their credit card number, our website never actually receives the CC information, instead we receive a token which is used for that unique transaction. Therefore any credit card numbers stolen would require a breach of Stripe’s security levels which are much more stringent than we could achieve with security on our site. There’s more information here https://memberful.com/blog/stripe-vs-paypal/ or here https://stripe.com/docs/security/stripe.

Why do you save my patient details?
There are two reasons why we save your patient’s details.

  • We believe it makes our service more efficient to use for our practitioners. This allows practitioners to repeat, previous orders and select a particular patient without filling out a form every time.
  • We are required by the Chinese Medicine Registration Board as a raw herb dispensary to retain all patient details and the prescriptions that have been dispensed for them.

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