FAQs – Shipping & Orders
When will my order arrive?
Most orders arrive within 2 days to 6 weeks, depending on your location and the item’s shipping origin. We do everything we can to ensure a smooth delivery, and you’ll receive email updates along the way.
Why did I only receive part of my order?
To keep prices affordable for you, we work with multiple suppliers who ship items separately. This means your order may arrive in multiple packages at different times. Rest assured, your remaining items are on their way! Feel free to reach out if you have any concerns.
What if my item arrives damaged?
We take quality seriously and want you to love your order. If your item arrives damaged, simply send us a photo within 24 hours so we can investigate and assist you. Your satisfaction is our priority!
What if I missed the delivery?
If you weren’t home at the time of delivery, check your local post office as soon as possible. Uncollected parcels may be returned to us, and in that case, additional shipping costs would be required to resend them. Please note that these costs go directly to the shipping provider, not to us.
Will I need to pay any import fees?
Import fees are set by your country’s customs department, not by us. In rare cases, customs may apply charges when an item comes from outside your region. These fees go directly to your government, and unfortunately, we don’t have control over them. If this applies to your order, you’ll typically receive an email with further instructions from your local customs office.
What if my item is stuck in customs?
Because we offer herbs, supplements, and natural health products, some countries have regulations on what can be imported. We strongly recommend checking your country’s import rules before placing an order. While we do our best to provide smooth shipping, we aren’t able to override customs decisions. If your package is delayed, we suggest contacting your local customs office for updates.
Can I return my order?
We want you to be completely satisfied with your purchase. However, due to health and medical safety regulations, we cannot accept returns for a change of mind this is to protect you to prevent product tampering or communicable diseases. This policy ensures the integrity and safety of our natural health products.
What if my item is damaged, incorrect, or expired?
If your item is damaged, incorrect, or past its expiration date upon arrival, please contact us within 24 hours of receiving it. Provide clear photos, and we will investigate the issue. Depending on the situation, we will most likely offer a replacement, if a replacement is not available we may offer you a store credit with a 10% bonus, or if that is not possible a refund.
In certain cases of damaged items, we may offer a 10-day return policy for customers, but only if:
✅ Your item arrives damaged or expired
✅ You contact us within 24 hours of receiving your order
✅ You provide clear photos showing the issue
If your request meets these conditions, we will guide you through the return or replacement process.
Do I have to return the item to get a refund or replacement?
Yes, Since we are based in Australia, returning items may not always be possible if the item comes from overseas, especially for international customers. In cases where a return is required, shipping costs will be the customer's responsibility. However, we will do our best to resolve the issue fairly—whether that means sending a replacement or offering store credit.
What if I change my mind after ordering?
For health and safety reasons, we cannot accept returns or process refunds for a change of mind. Once an order has been placed, it is final as we may ship the item very quickly or place an order with our suppliers that may not be able to be cancelled.
Who covers the cost of returning an item?
If a return is approved, the customer is responsible for return shipping costs. We recommend using a tracked shipping method to ensure the safe return of the item.
How long does it take to process a refund or replacement?
Once we receive your claim and supporting photos, we aim to resolve the issue within 5-7 business days. If a refund is issued, it may take 3-10 business days for the amount to reflect in your account, depending on your bank.
What if my parcel is lost in transit?
While rare, shipping delays can happen. If your order hasn’t arrived after 6 weeks, contact us, and we will assist in tracking your package. However, we are not responsible for lost or stolen parcels once marked as "delivered."
Need help with an issue?
We’re here to assist! If you have any concerns, reach out to our friendly support team, and we’ll do our best to resolve the matter quickly.
How to contact someone?
Please use our website chat or contact us function.
I am not receiving emails?
Please add us to your contacts or check your junk/ spam folder. Write on our site chat if the issue persists.