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Q: How do I view my order progress?
A: Click on the 'My Account' , then 'Order History' . If you wish to see your order status, existing comments and other relevant data you can click the 'View Details' button at any time. If you wish to print an Invoice you can do so by clicking the 'Print Invoice button.
Q: does it mean when my order status is "PENDING" ?
A: This means that your order is either awaiting verification or credit card processing
Q: What does it mean when my order status is "PROCESSING"?
A: When we authorize your card, your order status will change to "PROCESSING". Which means your order is ready for dispatch.
Q: What does it mean when my order status is "SHIPPED/ON ITS WAY"?
A: This means that your payment is complete and we have sent you your order. Once an order is shipped it can not be cancelled or returned.
Q: What does it mean when my order status is "DELIVERED" ?
A: After the expected delivery time then your order stratus is changed automatically to "DELIVERED" and you receive an email from us to confirm if it has been delivered. In case you have not received your order then contact us immediately and never later than 2 weeks and a replacement shipment will be sent out.
Q: What does it mean when my order status is "CANCELED"?
A: We reserve the right to deny a service without any reason or discretion. For example, if you were unable to supply us with the information we requested about your order, or if we were not able to contact you by the e-mail address you provided. Also if your details do match an entry in the global loss prevention blacklist, we will not be able to accept any orders from you.
Q: Why is my order history showing more than one shipping date?
A: When you make an order we create a shipping date for that order and you will see it has a "SHIPPED/ON ITS WAY" status. If we add any new comments about your order a new date will appear, but your order would have been already shipped at the first date shown.
Shipping Questions
Q: What means of transportation are being used for shipping?
A: We send packages daily with the exception of weekends from different places in Europe and Asia. We use reliable airmail companies and the products will be delivered to you by the postal service. You will be able to receive the packages in your own home and your signature will be required unless you make different arrangements with our staff.
Q: What is the shipping and handling cost?
A: We have a set handling fee of $20 USD per order unless you order for more than $299 in that case it is free
Q: Could you send my order "overnight"?
A: For most of our products overnight delivery will not be possible. We have started using the new DHL system of shipping, but that is limited to a number of our products. You will have to check which of our products list this feature, otherwise we do not ship them by DHL.
Q: Are FedEx / DHL or UPS viable options for mailing my order?
A: No. There is great risk of losing your package or of breaching your privacy.
Q: How will the products be packaged? Will they be in their original blisters / box?
A: We send all our products in their original packages, unless you instruct us to do otherwise; in any case they will all be hygienically packed.
Q: What is the estimated time limit for receiving an order?
A: This depends on where you are located and what products you order. Our staff will e-mail you the details after your order has been processed. Under normal circumstances, your package will reach you at any time between 7 and 11 days if sent by DHL and 10-20 days if sent by registered airmail.
You need to remember that this is an estimate only, and we are not responsible for the competence and expedience of your local mailing service. However, if you have not received your order within 21 days from the shipping date listed in your order history, please contact us. For US customers only, there could be delays of up to two weeks during Orange and Yellow Alerts.
Q: Which countries are you delivering from exactly?
A: We only ship from Asia and Europe.
Q: What does "shipping guarantee" mean?
A: Please contact us in case your order has not reached its destination within 21 days from shipping date (not order date) and our staff will investigate the shipment. You will then be offered one of the following options: full refund, free reshipment or account credit. We reserve the right of choosing one of these options as a result of our investigation and in accordance with our loss policies. We appreciate any subsequent information that you would share with us after the package has reached you, as it would help us understand the system better and thus better serve our future clients.
Q: Are UK, Canada and Europe within your shipping range?
A: Yes. We can ship our products anywhere in the world.
Q: What is the procedure in case I am not at home when the package arrives?
A: The postal worker will leave a notice at your delivery address and you will be able to collect your package from the local post office. We will NOT receive returned or rejected orders, therefore you should not return any of our products, as they will be lost and you will not receive a refund.
Billing Questions
Q: What payment system could I use?
A: We accept Visa Debit and credit cards. Unfortunately, we do not accept any other payment system at this point.
Q: What information will be displayed on my card statement?
A: We will let you know in a timely manner by e-mail about the name that will show up on your card statement. If you have any questions, please contact us before placing your order. Charges are non-refundable. We have debt collectors who will collect any disputed charges and all reversal fees.
Q: Why was my card declined?
A: Often cards get declined due to you have entered a different billing address than the address on your credit card statement or you may have abbreviated your address. Make sure to write your billing address *exactly* as it appears on your card statement.
Other times there is simply not enough funds on your Debit or Credit card and in so case you should use a different card.
Q: Why was the amount billed to my card different to the amount on my order?
A: There is the possibility that your card might be processed in a different currency and the conversion rates will affect the USD amount you are paying. This amount could be slightly lower or higher than the amount shown on the order. We are doing everything that we can to prevent this amount to be higher, but we cannot guess the fee your bank might charge you.
Q: Is ordering from the Internet secure?
A: We are using SSL (Secure Socket Layer) Encryption and this technology encrypts all communication between the secured pages and your computer, making it safe to submit personal and credit card information. We assure you that we are using one of the best, most reliable encryption methods available.
Q: How does your company define fraud?
A: The current legislation defines fraud as:
a. Non-payment of shipped orders
b. Using some one else's credit card without the consent of the card holder
c. Issuing bad checks
d. Canceling checks for shipped orders
e. Providing false contact information
f. If we have shipped and referred an order, your requesting charge-back or reversal of credit card charges
Product Questions
Q: Could you get products that are not listed on your site for me?
A: This could probably be done. Please contact us and let us know the details of the medication you require. You could use our "Suggest a Product" section, giving the brand name and the mg amount you need.
General Questions
Q: Who or what is this site?
A: Our site is an online seller of herbal and cosmetic products at affordable prices. We are keen to keep our clients; therefore we strive to provide the best service possible.
We respond to all of our clients questions in less than 48 hours; we also ensure that your order has a shipping guarantee.
Q: What is the law concerning the order of herbal products or cosmetics over the Internet?
A: We cannot advise you on any legal matters. You will need to check the local law concerning online orders of products for personal use before ordering.
Q: What are the technicalities of order processing?
A: Once you have submitted the order, we will start processing it. You will be able to follow up on the order status until it will be shipped by logging in on our website. Your account will have all the information you need.
Q: Are you offering any automatic refills?
A: No. Please place a new order on our site, if you wish to order again.
Q: I encountered some technical difficulties while attempting to reach customer service.
A: Your e-mail account may have high filters against spam. You may want to check your "spam filter" settings, if you do not get an e-mail from us upon placing your order. Alternatively, you could try e-mailing us from another address. |
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- Guaranteed delivery
- Approved orders shipped within 24 hours
- Good customerservice
- Inquiries answered within 48 hours
- PO boxes or work address ok
- Discreet billing shipping
- No spam - your private info stay private
- Save up to $40 on your first order
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