Frequently Asked Questions

Account

Q: How can I change the email address on my account?

A: To change the email address on your account, all you need to do is log in to your account and click on the "Personal Information" link. There, you can remove the current email address and enter the new one in its place. Make sure you click on the "Update" button to save the changes. Remember to log in with the new email address for future orders.

Q: How can I change my account password?

A: Changing your account password is easy! Simply log in to your account with your current password and click on the "Change Password" link. Then, enter your current password and your new password twice. Make sure to click "Update" in order to save the changes. When ordering in the future, log in to your account with your new password.

Q: I have forgotten my password. How can I get a new one?

A: If you have forgotten your password, you can have a new one emailed to you. Go to "My Account" and click on the "Forgot Password" link. Then, enter the email address for your account and the password will be emailed to you right away. It usually takes just a few minutes to get the new password.

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Products

Q: How do I know when a product will be back in stock?

A: We constantly try to have a "minimum" of 2 weeks inventory of each item in stock. Once in a while, a product suddenly becomes very popular or the vendor has production delays, causing us to be out of stock. Most of our items are re-stocked within a couple of days. You can always use the [Notify Me] feature to be emailed once a product is back in stock. To do so, go to the page of the product that is out of stock and click on the [Notify Me]. Please feel free to email any of your product questions to pd@iherb.com

Q: Can I return a product I received?

A: No problem! Unopened products that you've had for less than 60 days can be returned to: iHerb Return Desk, 17825 Indian Street, Moreno Valley, California 92551 Please enclose a copy of your packing slip or a copy of your order from your online "Order History" on your iHerb website account. Only what you actually paid for the product(s) minus all applied discounts will be credited back to your account. Please allow us time to process the return(s) and post the credit back to your card. Please note that we are unable to guarantee specific results from our supplements. We do, however, guarantee that the products we offer are of the highest quality obtainable.

Q: Can I get a printed catalog of your products?

A: No, printed catalogs are not available. We carry thousands of products and are constantly bringing in new products on a daily basis, which would make it difficult and costly to maintain a printed catalog. By only selling products on our website, we are able to pass on more savings to you with even lower prices.

Q: How do I know the products you sell are fresh?

A: Most products we carry have expiration or best-by dates, which can be accessed on the product page. It's like holding the real bottle or package in your hand, as you would in a typical "brick and mortar" store. Another important fact: we have one of the highest product turnover rates in the industry. So, nothing stays around long--except our employees & customers :-)

Q: Can I suggest a product for you to carry?

A: Yes. Please email our purchasing department at pd@iherb.com and include as much information as possible about the product. Include the product name, manufacturer, contact information and even a link to the product/manufacturer website. Due to the high volume of special requests, we are unable to answer each one on a case-by-case basis, so we ask for your patience. Thank you for your interest in our products.

Q: How do I find out if a particular product is compatible with my medication?

A: Always consult your physician before taking any nutritional supplements.

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Order

Q: How can I change/update the credit card used for my orders?

A: To change or update the credit card you are using for your order, you just need to check out as usual. When you get to the "Review Order" page you can click on the "Change" link right above the credit card currently being used. Then, enter the credit card details again as a new card.

Q: I just placed my order can I make any changes to it?

A: You can cancel or modify an order so long the status of the orders states "In Progress" or "Ready to Pick". Once the status states "Ready to Ship," you cannot cancel or modify. To see the status, log into your iHerb account. In addition, as long as the order status states "In Progress" or "Ready to Pick", you can cancel an entire order or modify it by removing one item or more from your order. However, to add more items, you have to cancel the entire order and place a new one with the new items added to it; or simply place a new order for the new items. To cancel or modify: A- Make sure you are logged into your account. B- If you don't see your order numbers, click on "My account" at the top right, or "Order history" inside your account C- Click on "Modify" in front of each order and follow the instructions. Please note that your original order has been authorized with your credit card, but not actually charged. We charge your credit card only at the time of shipment, but your bank may hold on to this authorization for a few days depending on their policies. In short, if you place an order, cancel it and then immediately place another order, it will look like you were charged twice; however, one is simply an authorization and will not go through while the second charge will.

Q: I just placed my order, when will you charge my Credit card?

A: Your credit card will be charged when your order has been shipped. That is when we have processed your order with our shipping company and placed the shipping label on your package. Only then is the charge sent to your credit card. When you place your order we do Authorize your card to make sure the credit card is valid for the transaction.

Q: How can I change my shipping address?

A: To change the shipping address you are using for your order, you just need to check out as usual. When you get to the "Review Order" page you can click on the "Change" link right above the current shipping address. You can then enter the new address. Please note that by entering a new shipping address, you will have to re-enter the credit card information for security purposes.

Q: Can I have a shipping address that is separate from my billing address?

A: Yes, you can. Many of our customers have their packages delivered to their workplace or to a family member. When you are entering your shipping address, make sure you select the "No" radial button when it asks you if the shipping address is also the billing address.

Q: How come when I check out, I am not given a shipping method to select?

A: If your order is over $80 and you are sending the package to a P.O. Box, the system will not let you select a shipping method. For orders over $80, you will need to have the package sent to a physical address in order to use UPS.

Q: Can I send my order to an APO/FPO address?

A: Yes, we do ship orders to APO/FPO addresses. The only limitation is that the amount of the order has to be below $80. You will need to select USPS as the shipping method for these addresses. Please use the following format:

Name Address Line 1: UNIT 2 RECON Address Line2: {Optional} City: APO State: AE ZIP: 99999 Country: UNITED STATES

Q: Can I have my order sent to my P.O. Box?

A: Yes, we do ship orders to P.O. Boxes. The only limitation is that the amount of the order has to be below $80. And, you will need to select USPS as the shipping method for these addresses.

Q: I have forgotten my password. How can I get a new one?

A: If you have forgotten your password, you can have a new one emailed to you. Simply go to "My Account" and click on the "Forgot Password" link. Then, enter the email address for your account and the password will be emailed to you right away. It usually takes just a few minutes for you to get the new password.

Q: Do you sell wholesale?

A: We are sorry but at this time iHerb does not have any wholesale program.

Q: Is it safe to put my credit card online?

A: When you submit personal information on our website, we will protect your information both online and offline. When you submit sensitive information (such as your credit card number), that information is encrypted and is protected with the best encryption software in the industry, Secure Socket Layer. While on a secure page, (such as our order form which is hosted in a secure data facility) the lock icon on the bottom of web browsers such as Netscape Navigator and Microsoft Internet Explorer becomes locked, as opposed to unlocked, or open, when you are just "surfing." We also use a variety of security technologies and procedures to help protect your personal information from unauthorized access, use, or disclosure once it is received. For example, we store the personal information you provide on computer systems with very limited access that are located in secured facilities. iHerb.com's employees are trained and kept up-to-date on our security procedures. If you have any questions about the security at our website, you can send an email to security@iherb.com. Also, read our Privacy Policy.

Q: Can I send in a check to pay for my order?

A: Sorry, this option is not available. We actually only take orders by credit card at this time. Credit cards offer our customers better overall protection. Plus, we can also pass more savings on to our customers!

Q: Can I order by phone?

A: No. While we used to charge extra for taking phone orders, the only way for it to be cost-effective for us was to charge a fee that was just too expensive for our customers. To stay competitive and to keep prices low, it was decided to offer online ordering as the only available option. We apologize to our valued customers without computer access, but hopefully, you have access to a computer kiosk at a local library or are able to place an order through a friend or family member. As always, our friendly and helpful Customer Service staff is here to help you find your items or check on your orders via phone, email or live chat.

Q: Why am I getting the error message "Non-current view state" when I go to my shopping cart?

A: The most common cause for this error is simply that you have been logged out of your account because of the time that your account was idle. This is a security precaution for your protection. Simply log back into your account and you should be fine. Another reason maybe that your security settings are too high. The iHerb shopping cart does use cookies and if your security settings are too high, you may be blocking these cookies. All you need to do is adjust your security settings to allow cookies. For Internet Explorer, click on Tools, click on Internet Options, click on Privacy, and then adjust the settings to Medium.

Q: I live close. Can I pick up my order?

A: Unfortunately this option is not available.

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Shipping

Q: Can I send my order to an APO/FPO address?

A: Yes, we do ship orders to APO/FPO addresses. The only limitation is that the amount of the order has to be below $80. You will need to select USPS as the shipping method for these addresses. Please use the following format:

Name Address Line 1: UNIT 2 RECON Address Line2: {Optional} City: APO State: AE ZIP: 99999 Country: UNITED STATES

Q: Can I have my order sent to my P.O. Box?

A: Yes, we do ship orders to P.O. Boxes. The only limitation is that the amount of the order has to be below $80. And, you will need to select USPS as the shipping method for these addresses.

Q: How come when I check out, I am not given a shipping method to select?

A: When your order is over $80 and you are sending the package to a P.O. Box, the system will not let you select a shipping method. For orders over $80, you will need to have the package sent to a physical address in order to use UPS.

International customers Please see our detailed International Page for more information about shipping.

Q: Why can't I track my International Airmail order?

A: Orders processed over the weekend or a holiday will not be picked up by our carriers until the next business day. Once picked up, orders become trackable. The exception is for orders shipped via International Airmail, which cannot be tracked. While most International Airmail packages are delivered within a few days, it can take up 6 weeks if the package encounters delays with customs or the local post office. Since International Airmail packages can't be tracked, there's no way for us to know the reason why a package has been delayed, nor can we determine its location once it leaves the US. We appreciate your patience and understanding in this matter.

Q: Why am I being charged extra for this order, I thought I paid for Shipping?

A: You may have to pay import taxes, customs duties, etc. These charges are separate from your shipping charge, and you will be billed directly for them.

Always consult your physician before taking any nutritional supplements.

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