Shipping policy
International Shipping Terms & Conditions
We ship international orders Monday – Friday from 8:30am to 2:00pm. Please note that holidays may delay your package being shipped out of our UAE facility. The shipment methods we use include UPS Worldwide Express (where available) and UPS Worldwide Expedited. We reserve the right to change the order to the best shipment method for your order at our discretion.
Rates are based on total weight and destination. Shipping rates may be subject to price change at any time. UPS Worldwide Express typically arrives in the destination country between 1-10 business days but has limited availability. UPS Worldwide Expedited arrives in the destination country between 5-15 business days. Customs clearance still applies once it reaches the destination country. Duties and taxes need to be paid promptly for the package to arrive on time.
Some products may not be shipped to certain destinations because of restrictions in that country. Please note: We do our best to only ship approved items, but it is your responsibility to determine if your package will be accepted by your country.
Special Note on Product Shipping and Quality
We are partnered with manufacturers in the USA and Canada. Our products are shipped from these countries to the UAE under controlled temperatures to ensure quality.
Return Policy for International Orders
Once an order has shipped from our facility, it cannot be cancelled and returned to us. If you would like to return your order, please see our Return Policy.
If ordering to certain areas or in larger quantities, your local Customs may require import licenses and/or other documentation. It is your responsibility to provide that to them.
There may be duties, taxes, or other charges required for your package at Customs. You are responsible for all charges related to the shipment of your package. If you refuse your package, you will be responsible for any fees related to the return or abandonment of that package.
Backorders & Refrigerated Items
In the unlikely event that any items in your order are unavailable for immediate delivery, we will contact you by email to make you aware of this issue.
We do not ship backorders internationally. The product will have to be reordered later when the product is available, and additional fees may apply.
We do not ship products that require refrigeration internationally.
Unclaimed Packages and Confiscated Packages
If a package is returned by Customs, it is still subject to inspection, and you are responsible for all fees to return the product. Reasons Customs may return packages include, but are not limited to:
- Package unclaimed by customer
- Delivery refused or cancelled by customer after it has shipped
- Customer unable or unwilling to pay Customs fees and taxes
- Receiver needs importer license or other documentation
- Package is rejected by Customs. Whether it is returned or destroyed is determined by the Customs office in the destination country
- Package is confiscated by Customs for any reason
- Any other reason
The conditions during transit when a package is returned to us cannot be known, and therefore the product will be subjected to inspection and an approval process before being restocked or credited. Please choose your products carefully and read all available information on the website, including the list of ingredients and any precautions. It is your responsibility to determine if your package will be accepted by the destination country. We will help you as much as we can, but we have no control over what happens with your Customs or delivery service.
Once a package leaves our facility with an international destination, we can no longer be held responsible if something happens to it. If Customs opens your package and confiscates or misplaces merchandise, or anything else of that nature, we will not be held accountable for any loss incurred.
If your package is returned to our facility and you request us to resend the exact box that was returned to us, we will do so; but we need to collect an amount from you to cover the transit costs to reship. Any cost billed to Natural Herbs and Supplements by the delivery service for the return of the package will be charged back to you.
Packages not claimed at the consignee’s international post office or Customs and later returned to our facility are subject to the same Return Policy guidelines as any other package. Such a return can take 30 days to over a year to be received by our returns department. Due to this possible long return process by the Customs department, we will refund only for the items that qualify, based on our current Return Policy guidelines.
We also reserve the right to declare the package abandoned. If this occurs, your package will not be refunded to you as the destination country does not return the package. This can happen when the cost of the return shipping is more than the package is worth, or you do not answer our emailed requests about your package.
Waiting for Arrival of Your Package
If a valid email address is provided, you will receive an email from us with your tracking number. If you have questions about tracking your package, please contact Customer Service.
We do not guarantee the date of delivery on international packages. Customs can hold packages for an unspecified amount of time without updating the shipper or receiver on the location of the package.
Frequently Asked Questions
What if my package arrives and some or all items are damaged or missing?
Please contact Customer Service by email at info@naturalherbsandsupplements.com within 10 business days. Please provide proof of the damage, such as a photo of the damaged items. We will also require your sales order number. We will not send out replacement products for an item missing or damaged. We will, however, issue credit for all items that qualify.
What if there’s a problem with an order that I asked Natural Herbs and Supplements to send to a stateside forwarding company who, in turn, shipped internationally?
We cannot replace missing or damaged items forwarded to and received by you from a 2nd-party shipping company. The reason for this is most forwarding companies open and repackage items for reshipment. Because we are not the company directly shipping to you at the international destination, we cannot be sure it was our error. If your 2nd-party shipper finds a problem with your order before reshipment to you, they can contact Natural Herbs and Supplements Customer Service upon receipt of the package so that we can resolve the issue.
If my package is returned by me or Customs for any reason, how will I know when it is received and refunded?
If you have a valid email address, you will receive email communication. The first email is the Return Authorization, which tells you what qualifies for return and how much your credit will be. The second email will be your Credit Memo, which tells you that we have credited your order, applying the refund to your credit card.
I have not received my package yet. What can I do?
When we ship an international order, we are at the mercy of the destination country’s postal system and Customs as to how quickly a package is delivered. Most packages arrive in a reasonable time, but some can be held up in Customs for a lengthy and unspecified amount of time (approximately 6-10 weeks). If Customs has the package, there is nothing we can do to expedite the Customs process. Please give your package ample time to clear Customs. If you are still worried about the delay, please contact Customer Service and we will do our best to determine the current location of your package. If the package is currently in Customs, we will give you the tracking number for the order, so you can contact your local post office to request more information about your package.
I believe my package is lost and I want a replacement sent right away. What do we do?
Many times, when you think a package is lost, it is continuing to be held in Customs or by your local post office. However, the tracking doesn’t reflect that. Usually, a package is delivered before any claims process can be completed. The claims process can be started 15 days after UPS shows delivery of the package to the destination country’s Customs office. We cannot send a no-charge replacement or issue credit until the claim process has been completed. Claim investigations take anywhere from 15-30 working days to complete and may be escalated further if a package is not found within that timeframe. Once the claim is completed, we will contact you with the findings of the investigation.
What happens if Customs delays, holds, or confiscates my products?
Because each country has different restrictions and procedures for products, we encourage you to contact your local Customs office for details and questions. It is your responsibility to determine if your package will be accepted by your country.
For packages returned to us due to Custom holds, refusal, unclaimed, or non-delivery issues, we will refund the full cost of the undamaged item minus shipping cost, as well as any fees billed to us for the return of your package. If Customs confiscates an ineligible item, we will not refund or credit for that item.
I do not want to pay these fees, what can I do?
Unfortunately, once an order has shipped it cannot be cancelled. You will have to pay those fees to accept your package. If you do not pay those fees, we will have Customs declare your order abandoned and be unable to refund you for that package.
How do I cancel my order after it ships?
We cannot cancel an order once it ships. If you would like to return the item, you will have to first accept your package and pay the fees. You can then view our Return Policy with questions about returning orders.
Arrival at the final destination address within the country is dependent on Customs clearance.
Signup for UPS MyChoice to receive package updates, pay your Customs fees online, and other great benefits: https://www.ups.com/us/en/services/tracking/mychoice.page