Shipping policy
Last updated: August 14, 2026
Order Processing
Orders are processed Monday – Friday, 8:30am to 2:00pm (Dubai time). Orders placed on weekends or public holidays are processed the next business day. Please note that public holidays in the UAE or the United States may delay processing.
Shipping Within the United Arab Emirates
Orders shipping within the UAE are fulfilled from our Dubai warehouse and delivered under controlled-temperature conditions where required to preserve product quality.
- Standard Shipping: AED 10 for orders under AED 200.
- Free Shipping: Free for orders of AED 200 and above.
- Express Shipping (Controlled Temperature): AED 24, available for orders of AED 200 and above.
Most UAE orders arrive within 1–5 business days of dispatch.
Shipping to the United States
Orders shipping to the United States are fulfilled from within the United States, so there are no customs delays or import duties for US customers.
- Standard Shipping: AED 99 for orders under AED 1,000.
- Free Shipping: Free for orders of AED 1,000 and above.
Delivery times follow standard US domestic shipping timelines and will be confirmed on your order confirmation and tracking email.
International Shipping (All Other Destinations)
Orders shipping outside the UAE and United States are sent internationally from our Dubai facility via UPS Worldwide Express (where available) or UPS Worldwide Expedited. We reserve the right to choose the best shipment method for your order at our discretion.
Rates are based on total weight and destination and may change at any time. UPS Worldwide Express typically arrives in 1–10 business days but has limited availability; UPS Worldwide Expedited typically arrives in 5–15 business days. Customs clearance still applies once your package reaches the destination country. Duties and taxes must be paid promptly for your package to arrive on time.
Some products may not be shipped to certain destinations due to restrictions in that country. We do our best to only ship approved items, but it is your responsibility to determine whether your package will be accepted by your country's customs authority.
If ordering to certain areas or in larger quantities, your local customs authority may require import licenses or other documentation — providing this is your responsibility.
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 its return or abandonment.
Return Policy for Shipped Orders
Once an order has shipped, it cannot be cancelled. If you would like to return your order, please see our Refund Policy.
Backorders & Refrigerated Items
If any items in your order are unavailable for immediate delivery, we will contact you by email.
We do not ship backorders on international orders outside the UAE and United States — the product will need to be reordered once available, and additional fees may apply.
We do not ship products that require refrigeration outside the UAE and United States.
Unclaimed and Confiscated Packages (International Orders)
If a package is returned by customs, it remains subject to inspection, and you are responsible for all return fees. Reasons customs may return a package include, but are not limited to:
- Package unclaimed by customer
- Delivery refused or cancelled by customer after shipment
- Customer unable or unwilling to pay customs fees and taxes
- Receiver needs an importer license or other documentation
- Package is rejected, confiscated, or destroyed by customs for any reason
Because we cannot know the condition of a package during transit, any returned product will be inspected and go through an approval process before restocking or crediting. It is your responsibility to determine whether your package will be accepted by the destination country. Once a package leaves our facility, we cannot be held responsible for what happens to it in customs.
If your package is returned to us and you request that we reship it, we will need to collect an amount from you to cover the transit cost, including any return charges billed to us by the carrier.
Packages not claimed and later returned to our facility follow the same guidelines as any other return. This process can take 30 days to over a year depending on the destination customs department, so refunds will be issued only for items that qualify under our current Refund Policy.
We reserve the right to declare a package abandoned if the destination country does not return it to us — for example, if return shipping costs exceed the package's value, or you do not respond to our requests about your package. Abandoned packages are not refunded.
Tracking Your Package
If a valid email address is provided, you will receive tracking information after your order ships. We do not guarantee delivery dates on international packages — customs can hold packages for an unspecified time without notifying us.
Frequently Asked Questions
What if my package arrives and some or all items are damaged or missing?
Contact our Customer Service team at info@naturalherbsandsupplements.com within 10 business days with your order number and proof of damage (e.g. a photo). We will issue credit for qualifying items; we do not send replacement products for missing or damaged items.
What if there's a problem with an order forwarded through a third-party shipping company?
We cannot replace items that were forwarded to you by a third-party shipping/forwarding company, since we cannot verify whether an issue originated with us or with the forwarder. If the forwarder finds a problem before reshipping to you, they should contact our Customer Service team directly.
How will I know when a returned package is received and refunded?
You'll receive a Return Authorization email confirming what qualifies for return and your expected credit, followed by a Credit Memo email once the refund has been applied.
I haven't received my international package yet — what can I do?
International delivery times depend on the destination country's customs process, which can take approximately 6–10 weeks in some cases. If you're concerned about a delay, contact Customer Service and we'll help track your package's status.
I believe my international package is lost — can I get a replacement right away?
A claims investigation can begin 15 days after the carrier confirms delivery to the destination country's customs office, and typically takes 15–30 working days to complete. We'll contact you once the investigation concludes.
What happens if customs delays, holds, or confiscates my products?
Each country has different import restrictions — please check with your local customs office if you have questions before ordering. For packages returned to us due to a customs hold, refusal, or non-delivery, we will refund the cost of the undamaged item minus shipping and any return fees billed to us. Confiscated items are not eligible for refund.
How do I cancel my order after it ships?
Orders cannot be cancelled once shipped. Please accept your package and refer to our Refund Policy for return instructions.
Signup for UPS My Choice to receive delivery updates and pay customs fees online: https://www.ups.com/us/en/services/tracking/mychoice.page