Got Questions? We’re Here to Help Get You Started With Our Product.
Ordering
Browse products, add them to your cart, and proceed to checkout with your shipping and payment details.
You can cancel or change your order by contacting customer support before it is shipped. Once it’s shipped, you cannot cancel or change the order. A cancellation fee (5% + €3.00) applies.
No, you do not need an account to place an order. You can checkout as a guest, providing the necessary shipping and payment details.
You will receive an email confirmation with a tracking number once your order is shipped. For tracking, use platforms like parcelsapp.com or 17track.net. If tracking is unavailable or incomplete, contact customer support for assistance.
To return an item, contact the company first for the return address. You are responsible for return shipping unless the item is wrong or damaged. The item must be unused, and a 5% + €3.00 restocking fee applies.
Payments
We offer various types of popular payment methods, such as all major credit cards and debit cards. We also provide various types of popular online payment types that are popular in different countries.
- All major credit cards and debit cards, including Visa, MasterCard, Discover, and American Express
- SEPA Direct Debit. Reaches 500 million customers and over 20 million businesses across the Europe
- Apple Pay. A mobile payment service by Apple that allows users to make express payments
- Google Pay. A quick, easy, and secure way to pay online
For direct payment by credit- and debit cards we use Strong Customer Authentication (SCA), which is new stronger encryption standard that provides an extra security layer for our customers.
For B2B customers we often need to generate a separate invoices because of discount, shipping methods, and VAT differs from the standard offers. These invoices can be sent directly from PayPal or Stripe.
Please be in contact with us directly if you would like to pay by bank transfer.
Shipping is Free
Yes, we do. We offer free international shipping to 100 countries.
Note that shipping times often are slightly longer because we ship from Asia.
There are about 50 countries additional locations for which we accept orders. However, we may to charge an extra shipping fee because it is more expensive to ship to the country.
Alternatively there could be a slightly higher risk that a parcel is lost after it arrives in the country due to the customs or delivery services. In this case you will need to accept the caveat before we ship.
Finally, there are locations where we are unable to ship because the shipping companies we use don’t include them. This group consists of many islands located in the Atlantic Ocean (Caribbean), the Pacific Ocean, and the Indian Ocean. Note that there is no problem shipping to Canary Islands, Balearic Islands, Malta, Cyprus, Iceland, and Hawaii.
You may also try to use an international forwarding service deliver it to your country or island. They provide addresses to many other countries, such as Switzerland, which do not charge any VAT.
Please note that since we ship from Asia our shipping times tend to be a bit longer than local shipments. Shipping time varies by location, but these are the most common shipping times:
- Europe: 7-18 Business days
- North America: 7-18 Business days
- Australia & NZ: 7-18 Business days
- Asia: 7-18 Business days
- Latin America: on 10-28 Business days
- Africa: 12-28 Business days
No, we don’t. Firstly, because few of the products we have are available on market platforms. Secondly, when supplements is available, quality is often substandard or counterfeit. So we don’t source products from Alibaba, AliExpress, Shopee, Taobao, Temu, Tmall, Lazada, Rakuten, eBay, and Amazon, etc.
We source and stock products in advance in our own warehouse in Asia. This also means we have in-depth sourcing skills of the Asian food supplements market gathered over many years. We know how to avoid the sourcing quality problems that are so typical in China.
We test all batches of organic products in the factory lab and we sample test products at third party labs.
It depends on availability and performance, but usually we use PostNL, SunYou, and Cainiao. The specific delivery service varies a lot after the parcel reaches a country between national posts and private couriers.
Tracking
We send out order confirmations by email that contains a tracking number once your order is shipped. However, in rare occasions due to the free shipping, tracking is unavailable or available only for part of the route. Please note that items in the same purchase may be sent in separate packages even if you’ve specified combined shipping.
Orders can be tracked by different providers depending on how it was shipped. Most parcels can be tracked for example at parcelsapp.com and 17track.net.
Notice that even if your tracking information is not available on one site, it may still be traceable on another. Send us a chat message if you can’t trace the shipped parcel and we will send you the right link.
Missing your order confirmation or tracking number? Always check your spam folder first. Some customers using Hotmail / Outlook / Live and Yahoo / AOL email addresses have had problems receiving our emails. Please use another email address if possible when placing your order.
Please contact us if you have any other questions and we will do our best to help you out!
Canceling & Returns
All orders can be cancelled until they are shipped. If your order has been paid and you need to change or cancel it, please contact us. Note that after the packaging and shipping process has begun, it cannot be stopped any longer. Please note that we do charge an order cancellation fee of 5% + €3.00 to cover the cost are charged by PayPal and Stripe on all transactions, even those that are refunded.
We strive to keep our customers satisfied. This means you may request a reshipment or refund for any products if you:
- Did not receive them within the guaranteed delivery time.
- Received the wrong item.
- Received an item that was damaged.
Note that you need to submit a refund request with a month (31 days) after the item has been delivered. For the wrong product or a damaged item, please send us pictures of the item.
In case you do not want the product you ordered:
- We do allow returns for any reason.
- You do need to cover the return shipment.
- The item must be unused, unopened.
- We do charge a 5% + €3.00 restocking fee.
We do not issue a refund if your order:
- Did not arrive due to factors that are within your own control, such as you having provided the wrong shipping address or if you did not pay your local customs fees.
- Did not arrive due to exceptional circumstances that are beyond our control,such as your order not being approved by your local customs, or due to a natural disaster.
- You refuse to accept your order upon delivery or you do not pick it up in time at the local post. Usually parcels only remain for 14 days at local post offices.
Customs & VAT
The European Union countries began with advance VAT payments in 2021 on products delivered from outside the EU. The system is called IOSS and functions on approved market platforms. The maximum value is €150 for charging VAT in advance.
The percentage is usually between 15% to 25%, but the exact percentage depends on the country.
Business customers can request that a purchase is VAT free and handle customs clearance by themselves upon arrival. Delivery times are usually a bit longer because of the additional processing by the customs.
For customers in United States, we add State Tax and Sales Tax when applicable and this is typically around 10%. The exact amount depends on the state.
Other countries for which we have advance VAT payments are United Kingdom (GST-20%), New Zealand (GST-15%), Australia (GST-10%). For Norway we charge the taxes in advance (MVE-25%).
For South Korea, Taiwan, Turkey, Brazil, and the Canary Islands (Spain), we do need your ID number. The numbers are not used by us, but are required by the customs in your country. Please send this to us by email or in a chat message.
- For South Korea, we need your Personal Clearance ID, which is a 12-digit number starting with P.
- For Brazil, we need your CPF (Cadastro de Pessoas Físicas) number.
- For Turkey, we need your Turkish ID number given by MERNIS, which is 11 digits.
Other Questions
Yes, your personal information is secure. We use encryption and advanced security protocols to protect your data during transactions and ensure your privacy.
We don’t offer free gift cards, but we do provide special coupon offers on our website. Additionally, you may receive exclusive discounts or promotions via email from time to time.