Support
Frequently Asked Questions
Everything you need to know about our products, shipping, and subscriptions.
Our Story & Mission
As a new mom, I was looking for natural ways to support my children's immune health and help them feel their best. Elderberry Syrup became a turning point for our family. It gave me confidence knowing I was nourishing them with simple, real ingredients I could trust. In 2017, I shared this remedy in a single Facebook post, hoping it might help a few other moms. That one post changed everything. What began in my home kitchen—with customers picking up jars from my front door—quickly grew into a nationwide brand shipping Elderberry Syrup to families in all 50 states! Today, our small team still handcrafts every batch of Elderberry Syrup in small, fresh quantities, almost daily! We put genuine care into every jar, and we're incredibly grateful to support so many families with the natural benefits of elderberries.
Our mission is to empower families to live healthy and active lives through natural and effective wellness solutions. We're here to make it easier—and more joyful—for families to take ownership of their health with products they can trust.
We operate each day guided by seven core values: kindness, generosity, courage, joy, hard work, sincerity, and relationships. These values shape everything we do—from how we craft our Elderberry Syrup to how we care for our customers and community.
Elderberry comes from the berries of the Sambucus nigra plant and is a popular natural remedy best known for supporting immune health. Our Elderberry Syrup is made with dried organic elderberries and other high-antioxidant ingredients, including aronia berries, raw local honey, ginger, Ceylon cinnamon, and clove. Together, these ingredients support immune health, respiratory health, digestive wellness, and joint comfort. The raw local honey also provides added benefits during times of seasonal threats!
The difference comes down to quality ingredients and thoughtful preparation. We use simple, real ingredients—organic elderberries, aronia berries, raw local honey, ginger, Ceylon cinnamon, and clove—without glucose syrup, preservatives, or artificial additives. Along with elderberries, aronia berries add extra antioxidants and a rich berry flavor. Each serving delivers approximately 800 mg of elderberry strength. We focus on maximizing antioxidant content per serving to provide the highest quality Elderberry Syrup possible.
Our organic elderberry sources vary depending on availability and supply. Currently, we source them from Bulgaria and Ukraine.
Safety, Orders & Customer Service
Most of our products, including Elderberry Syrup, Syrup Kits, Immunity Tea Kits, Teas, Balms, Tallow, and more are made in our in-house kitchen and do not contain common allergens such as peanuts, tree nuts, shellfish, soy, or eggs. However, because other products containing allergens have been present in our facility, we cannot guarantee they are 100% free from cross-contamination. We thoroughly sanitize between batches, but those with severe allergies should use their own judgment. All of our gummies are produced in a separate facility that is free from those allergens, so there is no cross-contamination risk. If you have specific concerns, please email us at info@theelderberryco.com. We're always happy to help!
We are not medical professionals, so we strongly recommend speaking with your healthcare provider before using our products if you have specific health conditions or take medications.
Yes, in general! Our Elderberry Syrup and Elderberry Gummies are family-friendly and suitable for children ages one and older. We do not recommend Elderberry Syrup for babies under one year old because it contains raw honey. If you have questions about a specific product, reach out and we'll gladly confirm whether it's appropriate for your child.
Yes, we offer wholesale options for approved retailers. You can learn more and apply on our wholesale page here: wholesaleelderberryco.com
Yes, you can reach our customer service team at 800-825-0445. For the fastest response, we recommend emailing us at info@theelderberryco.com. During busy seasons, phone wait times may be longer. If you leave a detailed voicemail, our team will return your call as soon as possible. Due to high volumes of spam calls, we may not return calls that do not include a voicemail.
You're automatically enrolled in our rewards program—no sign-up required. You'll start earning points with your very first order!
Only one discount, sale, or special offer can be applied per purchase. Rewards/store credit can be used alongside sales. We rotate promotions regularly, so be sure to check back often for new savings opportunities!
Once an order is placed, we're unable to edit, add to, or modify it. We recommend reviewing your cart and details carefully before completing checkout to make sure everything is correct.
We send email reminders about upcoming subscription orders, so it's the subscriber's responsibility to reschedule or skip deliveries as needed. We'll absolutely do our best to cancel the order, depending on where it is in the processing stage. If we're unable to stop it in time, we're happy to help reschedule your next delivery or make adjustments moving forward. Just email us at info@theelderberryco.com as soon as possible and we'll take care of you.
Applying a discount code is easy, but the location can vary depending on the checkout method you're using. If you're using the standard checkout on mobile, you can enter your discount code in one of two places: Tap 'Order Summary' at the top of the checkout page to open the dropdown menu and enter your code. On the final checkout page before entering your payment information, look for the discount code field and enter your code there. If you're using Shop Pay, scroll toward the bottom of the checkout page and tap 'Add Discount' to enter your code. If you're having trouble applying a discount code, feel free to contact our team and we'll be happy to help.
Shipping
We ship to all 50 U.S. states, U.S. military bases, and outlying territories through USPS. Continental U.S.: Ships via USPS Ground Advantage. One-time orders: Free shipping on orders over $49.99. Orders under $49.99 ship for a flat rate of $7.95. Subscription orders: Free shipping on orders over $25. Orders under $25 ship for $5.95. Hawaii and Alaska: Ships via USPS Priority Mail. Flat rate of $20 per order (applies to both one-time and subscription orders). There is no free shipping threshold for Hawaii or Alaska—$20 applies regardless of order total.
After you place your order, it goes through a 1–3 business day processing window before it ships. Once in transit, delivery typically takes 5–7 business days, depending on your location and current carrier volume.
Yes, we offer expedited and overnight shipping Monday morning through Friday at 1:00 PM ET. After 1:00 PM ET on Fridays, those options are paused to prevent packages from sitting in transit over the weekend. They become available again Monday morning. Expedited shipping is also unavailable on holidays when our team or carriers are closed.
We recommend contacting your local post office directly by phone or through the USPS missing mail form at usps.com/help/missing-mail.htm. They can often speak with the carrier on your route, get clarification on the package location, and even check where the carrier was when the scan happened. If the post office is unable to locate your package after that, please email us at info@theelderberryco.com. We're happy to step in, investigate further, and make it right for you!
Sometimes carriers scan packages as "delivered" 1–2 business days before they actually arrive. If it hasn't shown up after that timeframe, please email info@theelderberryco.com and our team will assist you right away.
Returns & Refunds
We accept return requests within 15 days of purchase. All items except Elderberry Syrup are eligible for return. To qualify, the item must be unused, in its original packaging, and in the same condition you received it. After 15 days, we're unable to process returns or refunds. All returns are handled through USPS.
Once we receive and inspect your return, we'll email you to confirm whether your refund has been approved. Approved refunds are processed within 3–5 business days and issued back to your original payment method. For products that cannot be returned, including Elderberry Syrup, we offer a 100% Customer Satisfaction Guarantee. If you're not satisfied, just email info@theelderberryco.com and we'll make it right.
We don't offer direct exchanges. If your item qualifies for a return, we'll process your refund so you can place a new order for the item you prefer.
Subscriptions
Our subscription program makes it simple to receive your favorite products—like Elderberry Syrup—on a regular schedule without having to reorder each time. You'll also receive 10% off every subscription order. To get started, select 'Subscribe to Save 10%' on the product page and choose the delivery frequency that works best for your household. For example, you might choose every 4 weeks for daily use, or a longer interval depending on your family size and usage. Once enrolled, your orders ship automatically, include the discount, and can be managed anytime.
Log in to your account at theelderberryco.com. From your account page, click 'Manage Subscriptions' or 'View and manage order.' This will open your subscription portal, where you can view and manage everything in one place.
To skip your next order, click 'Reschedule' at the top of the subscription portal page. You will then have the option to delay your subscription by 1 week, 2 weeks, or select a specific date. Our system does not currently allow subscriptions to be fully paused, but you can delay your next order by up to 3 months directly through your subscription portal. If you're unsure when you'd like your next order or need to delay it longer than 3 months, we recommend canceling your subscription for now. You can always restart it whenever you're ready again.
In your subscription portal, click the 'Send Now' button at the top of the page. This will immediately process and ship your next order.
You can cancel anytime with no fees. In your subscription portal, click on 'Subscriptions' next to the 'Next Order' button. Click on the item you want to cancel, scroll down, and select 'Cancel subscription.' Then, follow the prompts to complete the cancellation.
Subscription orders shipping within the contiguous 48 U.S. states receive free shipping on totals over $25. Orders under $25 ship for a flat rate of $5.00. For new subscriptions shipping to Alaska or Hawaii, shipping is a flat rate of $20 regardless of order total.
We send email reminders 3 days before each shipment. If you need to skip or reschedule, it's important to do so before the order processes. If you miss it, email us as soon as possible at info@theelderberryco.com. We'll do our best to cancel the order if it hasn't shipped yet, or help adjust your next delivery.
Yes, you can easily swap products or sizes. In your subscription portal, go to the 'Subscriptions' tab, click 'Edit' on the item you want to swap, scroll to 'Swap this for a different product,' search for the new item, and select it. Changes will apply to future shipments.
No. There's no minimum commitment and no long-term contract. You can stay subscribed as long as it works for you and cancel anytime without fees.
In your subscription portal, click 'Account,' then select 'Manage Payment Methods.' From there, you can edit, add, or remove payment methods.
In your subscription portal, click 'Account,' then select 'Manage Addresses.' You can add, edit, or remove shipping addresses at any time.
No problem at all—we're here to help! If you're struggling to manage your subscription, just reach out to us directly at info@theelderberryco.com with your question. We'll personally assist you—whether that means walking you through the steps, making changes on your behalf, or troubleshooting any glitches. We want your subscription experience to be easy and stress-free, so don't hesitate to contact us anytime!
Yes! You'll get a text message reminder from our AI Concierge 3 days before your scheduled renewal date. The message will let you know exactly which product(s) are about to ship. Through the text conversation with the AI Concierge, you can easily manage your subscription right from your phone—including processing the order early, skipping the next shipment, canceling, or making other changes. Important note: Reminders are sent only via text. If you opt out of SMS notifications, you won't receive these advance alerts about upcoming orders. To ensure you stay informed, keep text notifications enabled for your account.
In your subscription portal, you'll see your upcoming order at the top of the page. Just below that, you'll find the order summary. Under the order summary, there is a field labeled 'Enter Promo Code.' Enter your code and click 'Apply' to add it to your order. Please note that only one discount code can be used per order. If you need to remove a discount code, simply click the trash can icon next to the applied code.