How can I order if I live outside the United States (International order)?
A. Many countries have customs restrictions which affect the import of health and nutrition supplements. Due to these customs restrictions, we can only ship products to a few select countries.
Which countries can you ship to?
A. We can currently ship to Canada, UK, Ireland, Australia, New Zealand, Puerto Rico, Bahamas, and Virgin Islands.
How do I order if I live in one of these countries?
A. If you live in one of the countries that we CAN ship to (Canada, UK, Ireland, Australia, and New Zealand), just place your order online on our website. We will then contact you to provide a shipping quote and collect payment details.
How do I order if I live in a country you can't ship to?
A. If you live in a country that we CANNOT currently ship to, then you will need to have a relative or friend in the US or another shipable country who can receive the shipment on your behalf. Or, you can use a shipment forwarding or personal shopper company with a US address which can receive the shipment for you then forward it on to you. Always check with your country's customs office about any customs restrictions that may affect the final delivery of the package. If you have a shipable address, but will be paying with a non-US based credit card, go ahead and place your order online on our website. We will then contact you to provide a shipping quote and/or collect payment details.
How much does shipping cost?
A. We ship via FedEx Economy and FedEx Priority air shipment. Most shipments will arrive in 2-5 days. Once we receive an order, we will contact you as soon as we get a shipping quote, which is based on your delivery address and package weight. Before delivery, the package must clear customs and you will be charged additional customs and duty fees. You must contact the shipping company as soon as the package ships to make arrangements to pay these fees to avoid any delays or non-delivery.
What about customs?
A. Customs controls the entry of goods into a country. Many countries restrict the import of health and nutrition supplements. Those countries that do allow supplements limit the amount that can be imported to a 1 month supply per individual. Ordering more than 1 bottle of any one supplement may flag the package in customs for increased inspection, which can result in delayed delivery or additional customs fees. We comply with all customs regulations, and must provide accurate price and product descriptions on all customs paperwork.
How much will the customs fees be?
A. With all international shipments, there will be additional customs and duty taxes and fees added to the package upon entry into your country. These fees may be up – or even exceed – 30% or more of the value of the products. Packages with a retail value (including shipping costs) over $1,000 USD will also incur additional customs fees. As soon as the package ships, contact the shipping company to make arrangements to pay all customs/duty fees. Failure to pay fees will result in non-delivery of the package. Due to customs issues, all international sales are final.
What types of payment do you accept?
A. We can only accept credit card payment. Once we have a shipping quote, we will call you to collect payment details to proceed with the order. Note that if you are purchasing products shipped to a third party, we will require a separate email authorization before shipment to confirm the payment details.
What is your refund policy for International orders?
A. Because of the nature of the products and the difficulties of customs, all international orders are final and are non-refundable.
What is the best way to communicate?
A. Outside of the US and Canada, the best way for us to communicate with our International customers is through a Skype account. Skype is available both for your desktop computer and as an app for your mobile phone, making it easy to connect wherever you are. If you do not have a Skype account, please provide a landline phone number. We are not able to call mobile numbers in many countries.
What time can I reach you?
A. Our office hours are Monday-Thursday 9 AM to 3 PM central time. Due to time zone differences, the only times that we can contact you may be very early or very late your local time. Here is a handy time reference: The World Clock.