Frequently Asked Questions


1. Who do you sell your products to?

Our products are sold to licensed healthcare practitioners and students of Traditional Chinese Medicine who are proficient in herbal prescriptions. Practitioners we sell to include healthcare professionals licensed in Acupuncture, Chiropractor, Herbalist, Holistic Medicine, Homeopathy, Medical Doctor, Naturopath, Nurse / Registered Nurse, Osteopath, Physical Therapist, and Veterinarian.

2. How do I create an account with you?

There are 2 ways for you to create an account with us.

  1. Online (preferred): Complete and submit the registration form and send us a copy of your health care practitioner license either via email ( This e-mail address is being protected from spambots. You need JavaScript enabled to view it ) or fax (toll-free 866-473-3698). Once we receive your license, your online account will be activated. We will email you to let you know that your account has been completed.

  2. Phone: Call us at toll-free 866-473-3697 to provide us with your information. Then send us a copy of your health care practitioner license either via email ( This e-mail address is being protected from spambots. You need JavaScript enabled to view it ) or fax (866-473-3698). Once we receive your license, your account set-up will be complete.

3. Do you provide herbal consultation?

Yes, we provide herbal consultation for licensed healthcare practitioners.
Click here to submit your herbal consultation question.

4. How can I place an order?

There are several ways to place an order:

  • Online:
    Just log in to your online account on our website and place your order. If you do not yet have an online account, creating one is easy and fast. Click here to create an account.

  • Phone:
    Toll-free 866-473-3697

  • Email:
    This e-mail address is being protected from spambots. You need JavaScript enabled to view it

  • Fax:
    Toll-free 866-473-3698

5. Is there a minimum order?

There is no minimum order required; however, we do offer shipping discounts for herbal orders starting at $120. Click here to see Discounts offered.

6. What payment methods do you take?

We accept Visa or MasterCard. Net terms are also available upon credit application approval. Click here to download a credit application.

7. Do you offer any discounts or specials?

We offer various discounts and specials:

  • Volume Discounts:

    • 10% discount on orders over 50 bottles of herbs
    • 15% discount on orders over 100 bottles of herbs
    • 20% discount for Starter Kit orders of 50 bottles or more (One per customer)

    • FREE pharmacy supplies are included with every Starter Kit order: 1000 empty capsules, 20 empty bottles, shelf labels, custom prescription labels, spoons, and 100 plastic medicine bags. Shipping charges apply for Starter Kit orders. Click Here for more information on the Starter Kit.

      *Volume discounts cannot be combined with other specials or discounts, including but not limited to, the Monthly 4+1 Special and the Value Packs. For online orders, discounts are not reflected during internet checkout; discounts will be applied during the processing of the order and reflected on the actual invoice.
  • Monthly 4+1 Special:

    • Each month Evergreen selects different Collection formulas to offer you as a “Buy 4 Get 1 Free” special. So, when you purchase 4 bottles of the same formula, you receive 1 FREE; when you purchase 8 bottles, you receive 2 FREE; and when you purchase 12 bottles, you receive 4 FREE!
    • *Free bottle(s) are the same as the ones purchased. Monthly 4+1 specials cannot be combined with other specials or discounts.

8. What is the Starter Kit?

The Starter Kit is our special 20% herbal pharmacy discount that we have to help practitioners set up their own herbal pharmacy. To receive the special 20% Starter Kit discount, you just need to order 50 bottles of herbs. It can be single herbs or formulas (Classic or Collection), capsules or granules, or mix and match as you need.

In addition to the 20% discount, the Starter Kit includes FREE pharmacy supplies! Click here for more information on the Starter Kit.

The Starter Kit is limited to one per customer. Discount does not apply to books, supplies, tax, or shipping. Shipping charges apply to Starter Kit orders.

9. I have a seller’s permit, do I need to pay tax?

If you have a seller’s permit, then you are exempt from paying tax on your orders with us. Please complete our resale form (click here to download the resale form) and send it to us with a copy of your seller’s permit. Once we receive both documents, sales tax will be removed from your account.

You can email the completed resale form and seller’s permit to This e-mail address is being protected from spambots. You need JavaScript enabled to view it or fax them to toll-free 866-473-3698.

10. What is your return policy?

Our goal is to ensure that you are satisfied with our products and services. If for any reason you wish to return items you have ordered, please contact us.

To maintain the quality and purity of products we provide to you, we can only accept returns made within 60 days of purchase. A full refund is given to returns made within 15 days of purchase. Exchanges or credits made after 15 days of purchase are subject to a 15% restocking fee. All returns need to be accompanied with a return reference number.

All sales are final for books and supplies.


1. How are your products shipped?

Continental US orders: UPS Ground, 3-Day Select, 2-Day Air, and Next Day Air services are available. Shipping charges are applied to all herbal orders under $120, books, supplies, Starter Kit and Gold Pass Store Voucher orders. We do offer free shipping for herbal orders over $120. Click here to see what Shipping Discount we offer.

HI, AK, PO Box, and International orders*: US Postal Service Priority and Express Mail. Actual shipping cost plus a $3 handling fee are charged to these orders. Insurance is optional and extra. Tracking services are not available for USPS shipments. Credit for lost packages is issued only after we receive reimbursement from the USPS. We do offer discounted shipping to HI and AK for herbal orders over $200. Click here to see what Shipping Discount we offer.

*For online orders, USPS shipping charges are not applied during internet checkout; shipping charges are added during the processing of the order and are reflected on the actual invoice.

2. Do you offer free shipping?

Yes, we offer various shipping discounts.

*Discounted shipping applies only to herbs, not supplies or books. To determine if your herb purchases qualify for free shipping, calculate the final price after deducting any discounts or gift certificates and before tax or shipping. Split USPS Priority mail shipping does not include the $3 handling charge, insurance charge, or any other additional service charges.

3. Can I place an order to be shipped directly to my patient?

Yes, we are able to drop-ship orders to your patients at no extra charge. Unless otherwise directed, invoice will go to the practitioner.

4. Are you able to ship an order internationally?

We are able to ship orders internationally; however, all orders must go through the country’s custom clearance. We are not able to control how long your order will take for it to clear customs or even guarantee that your order will be released by your country’s customs. Should your order be returned to us upon refusal by your country’s customs or upon your refusal because the order did not arrive in a timely manner, we are able to refund you only for the herbal products upon receiving the shipment; any shipping charges associated with the order will not be refunded or credited.

5. What do I do if I receive a damaged shipment?

If your package is damaged during transit, pleae keep the package as you received it and contact us toll-free at 866-473-3697.


1. I have been a long-time customer, what is my username and password to log in to my account?

Although you are a long-time customer of Evergreen, you might not have an online account with us if you did not set one up. You are able to do so by completing the online registration form. You can choose your own username and password. Once we receive your registration, we will activate your online account. An email will be sent to you to let you know of the activation.

2. How long does it take for my online account to be activated?

If both your online registration and a copy of your health care practitioner license are submitted during our business hour (M-F 9 AM – 6 PM Pacific Time), your account will usually be activated the same day; otherwise, your account will be activated the following business day.

3. I do not remember the username / password for my account?

Forgot Username:
You are able to retrieve your username using the “Forgot Your Username" function found on the right side column of our website, below the Login button. Your username will be emailed to you.

Lost Password:
You are able to retrieve your password using the "Lost Password” function found on the right side column of our website, below the Login button. Instructions on how to reset your password will be emailed to you.

4. I used the "Forgot Your Username" or "Lost Password" function, but did not receive an email from you.

Please check your spam or trash folder in your email account. If we are not on your contact list, your email account might automatically filter our emails to these folders.

5. The herbal order I just placed (online) is over 50+ bottles, but I do not see the 10% discount applied on my online invoice.

The 10% volume discount for 50+ bottles and the 15% volume discount for 100+ bottles are not applied nor reflected on the online invoice. When we process your online order, we will apply the volume discount and it will be reflected on your final invoice that is included in your shipment.

6. The herbal order I just place (online) qualifies for free shipping, but shipping is applied on my online invoice.

Shipping may be applied due to the following:

  • Books and/or supplies are included in your order.
  • When your Gold Pass Store Voucher is used for the order.
  • If your order is a Starter Kit Herbal Pharmacy order.

7. Why is the UPS Shipping option not available for my online order? I see an error message instead.

Please check that the zip code of the Shipping Address is entered correctly. If the zip code is missing or invalid, UPS is not able to provide a shipping quote.

8. How do I apply the Gold Pass Store Voucher I have to my online orders?

Please enter GP in the coupon code box to indicate that you would like to apply your Gold Pass Store voucher to your order. Your GP credit will be applied when your order is processed and reflected only on your final invoice (not on the online invoice copy).


2. What are Evergreen Collection formulas?

Evergreen Collection formulas are a compilation of herbal formulas recovered following years of study and meticulous research in China, as well as successful formulas from various experienced practitioners who have shared their time-tested herbal prescriptions with us for various conditions.

3. Do you have Classic (Traditional) formulas and single herbs?

Yes, we carry over 200 Classic formulas and over 450 classic single herbs. Our Classic formulas are available in granules (100 g) and capsules (100 caps, 50 g). Our Classic single herbs are available in granules (100 g).

4. What forms of herbs do you carry?

Our herbs come in both granular and capsule forms for the formulas and in granular form for the single herbs.

5. What size do your herbs come in?

Our granular herbs come in 100 gram bottles. Our capsuled herbs come in 100 capsules (50 gram) bottles.

6. What size are your capsules and how many grams are they?

Our capsules are size 0 capsules and they are 0.5 gram each.

7. What are the capsules in your capsule formulas made from?

The capsules used in our formulas are gelatin capsules made from bovine/cow and porcine/pig.

We do carry empty vegetable capsules (1000 capsules/bag) that you can purchase and use to encapsulate the granular formulas.

8. What is the dosage of your herbs?

The standard adult dosage for our herbs is 6 grams or 12 capsules a day divided into two or more doses throughout the day. Age, weight, constitution, and condition of patients should also be taken into consideration when determining the dosage. Click here to see the Dosing Guidelines.

9. How long does a bottle of your herbs last?

This would depend on the dosage prescribed to your patient. If given the standard adult dosage (6 grams or 12 caps per day), the granule bottle should last about 2 weeks and the capsule bottle about 1 week.

10. How are the granular herbs taken?

The herbal granules are taken like tea. Just mix the herbs with warm water and drink it like tea.

12. Do you have herbs for pediatric patients?

Pediatric patients are able to take most herbs / formulas, but just at a lower dosage. Click here to see the Dosing Guidelines.

13. Does your herbs contain gluten?

Gluten is found in wheat and wheat-related products. Some herbs in the herbal pharmacopeia are wheat-based, thus these herbs and formulas with these herbs will contain gluten. Click here for a list of herbs and formulas that contain gluten.


1. What tests are done on your herbs?

On average, our herbs must pass 15 tests before making it onto our shelf and reaching you. We perform tests to ensure the identity, quality, and safety on each and every lot of our herbs. Identity tests include organoleptic visual check and microscopic cellular identity check. Quality tests include TLC active ingredient check and HPLC potency level test. Safety tests include total and individual heavy metal tests, total yeast and mold test, and total bacterial count test. Click here for more information on our Quality Control testing.

2. Why does the same herb/formula look different from bottle to bottle?

Evergreen herbs are natural products, and like everything natural, there will be variations. For example, the same species of apples (i.e., Granny Smith) you find in the store will look, smell, and taste different from one apple to another. They will not be exactly the same. Like apples, herbs are the same; there will be variations in look, smell, and taste from lot to lot.

3. Why is the granule herb bottle I received only half full?

Our granule herb bottles contain 100 grams of herbs. All herbs have different density, minerals are heavier while leaves are lighter, the volume of each herb varies, resulting in some bottles being full to the top while others are only half full. Nonetheless, the herbs measure 100 grams.