How can I order if I live outside the United States (International Order)?
A. We can ship directly to a few select countries outside of the United States, but due to customs restrictions which affect the import of health and nutrition supplements, there are many countries that we cannot ship to.
What about countries which do not have customs restrictions?
A. Factors other than customs restrictions affect our ability to ship to some countries. New EU VAT tax rules prevent us from shipping directly to the following European countries: Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, and Sweden.
How do I order if I live in a country you can't ship to?
A. We recommend finding a freight forwarding company in the United States that specializes in shipping to your country. We ship to that company's US address, then they forward the shipment on to you. Always check with your country's customs office about any customs restrictions that may affect the final delivery of the package.
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 including the cost of shipping. 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. Once we have a shipping quote, we will contact you directly to go over your shipping options and to collect payment details to proceed with the order. For international orders, payment using PayPal is usually the best option.
What is your refund policy for International orders?
A. Because of the nature of the nutrition products, the difficulties of dealing with customs, and the expense of international transactions, 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.We can arrange a time to speak during our office hours. 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.