iHerb FAQs

iHerb does not offer any bulk or wholesale discount program at this time.You can purchase as many of an item as we have available in stock. However, we do advise if purchasing internationally, to verify with your customs dept that there are no restrictions on the quantity you can purchase.

iHerb has introduced a modifiedQuantity Discount Program, whichwill give 5% or 10% discount depending on the quantity of the product you will purchase.

Quantity discount will give you savings as follows:Buy 2+ Save 5%Buy 12+ Save 10%

We're sorry to hear that. Please try the following steps: 1. Clear Browsing History or Clear Cache Cookies 2. Close all open windows 3. Open a new window 4. Log-in to your iHerb account

If this does not help, please send us a screenshot of what you are seeing instead. Please also indicate the browser and the system you use to access the website. We will forward this to our Technical Team for further review so we can get it fixed as soon as possible.

Please click here to send us an email from the contact form or you can also chat with a qualified customer service representative and we will be glad to assist you.

What is the error message? Here are some error message examples:

There seems to be a problem with your current address information There is an error in your basket which prevents from placing your order. Problem with address information: Postal code must have 5 digits. Problem with address information: Israel Postal code must have7 digits. Non-current view state error

For assistance, please contact our support through the contact form or send us a chat for a quicker response.

Please follow these steps to start the online return process (RMA): 1. Sign in to your iHerb account 2. Click here to go to your Order History page, scroll down and look for your Order Number 3. Click the Refunds/Returns button from the right side 4. You will fill out a Return Form to receive the Return Label Email Note: To help expedite the process and get you a resolution faster please upload pictures of the item(s) that you received. Please note that you can only see the Refunds/Returns button after the estimated delivery time has passed. Only orders with Delivered Status and within 60 days of being purchased can be processed for return/refund.

We have evaluated our Rewards and Loyalty programs, and we want to continue to invest in offering you the best value for the products you know and love.

Though Loyalty Credit will no longer be available and will also no longer be visible in your account, youll still be able to use the credit(s)you'veaccumulated.

Please use the Promo Code belowfor an instant 10% Loyalty Discount(no more waiting to use your credit until your next purchase!)

For US customers, useLOYALTY10to get 10% discount on all orders over $40

For other countries,use 10LOYALTYto get 10% discount on all orders over $60

As we continue to evolve, we are working on making sure all customers receive notifications for these types of changes. To make sure you are receiving these emails, please click on the link to confirm your notification preferences for your account.

https://secure.iherb.com/myaccount/commpreferences

We also have a new promotion called Daily Deals to offer deep discounts on top-selling products, which can be accessed from our homepage ( www.iherb.com ).

iHerb is an online company only. We do not have any walk-in stores. This benefits you as a consumer with less overhead our prices are well below normal retail price and you combine that with our low and sometimes even free shipping; you can conveniently order online and get them shipped directly to your door.

If you are logged into iHerb, while shopping, iHerb automatically applies Rewards Credits to your order. You may have to accept the Terms of Use https://secure.iherb.com/rewards/termsandconditions to view and use the Rewards Credits first. Any available Rewards credits will be subtracted from your subtotal.

From your Shopping Cart https://checkout.iherb.com/EditCart, checkout as usual. From the Payment Method section, click + Add a New Credit or Debit Card. Please enter all your card (debit, credit, etc) information. Click the Next button to proceed then place your order.

Rewards refer to the credits that are earned as a result of the referrals made as part of the iHerb Rewards Program.

To learn more about the Rewards Program, click here.

To earn Rewards credits, new or existing customers must complete an order using your Rewards code or link. New or returning customers get a 5% credit when they use your rewards code. Once their order is complete, you will receive 5% of their order total as Rewards credit and 10% if they order iHerb house brand. Rewards credit have a pending status for 30 days. Once they are available to use, you have 180 days to use them for shopping at iHerb.

There is an authorization check performed to ensure the payment method is valid. You may see a temporary account authorization hold put on funds in your account while the verification completes.

Please allow us some more time to update the status. You will be receiving a shipping confirmation email once the order is shipped out. Your accountisn'tactually charged until your order ships.

From your Shopping Cart, checkout as usual.

What payment methods do you accept?

From the Payment Method section, you would select PayPal from the available payment options.

The system will direct you to log into your PayPal account and confirm details there. Once you are done, you are routed back to our website to review the order.

More help:

How can I enter the payment method?

From our Contact Us page, please scrolldown and click the Chat with us tab to chat with a qualified customer service representative.

iHerb was originally founded in California, USA. We currently ship products from our multiple distribution centers in California, Kentucky, Illinois and Pennsylvania. Our newly opened climate controlled warehouse in Incheon, Korea now processes some of the orders going to Japan and Hong Kong, using authentic inventory shipped directly from the U.S to this warehouse. All packages will ship from one of these warehouses depending on where it is shipping to.

To place an order, follow the steps below:

1. Use the iHerb Search bar to locate the items you want.

2. Click on the Add to Cart button on each item you want to order.

3. Enter your Promo / Rewards Code if available. Once your shopping cart is complete click on Proceed to Checkout.

4.Login as a 'Returning Customer' or if this is your first order with us, you can click the Create Accountor the Continue as Guest button.

5. Please ensure your address is accurately filled outfrom the Shipping Address tab to ensure timely delivery.

6. Select a Shipping Method and read through each option carefully and make your selection.

7. Select a Payment Method.

8.Review allyour order details, and see the Order Summary.

9. If everything looks accurate, click the Place Order button to complete your order.

Please read our privacy policy before creating your account. To create an account, click here then click the Create Account button. Enter your email address and password and click the Create Account button.

Returned Orders:If your order is returned to us for any of the following reasons we will refund your payment method for the product returned minus the original shipping fees and any additional fees incurred to return the products to our warehouse (including return postage, handling, storage and quarantine fees).

Undeliverable address

No one available to accept the delivery

Order refused by the customer

Refusal to pay customs fees

Refused by Customs

Note: There are times when customs may decide not to reroute the package or the cost to return the items exceed the cost of the products, then package will be abandoned and no refund will be available. Confiscated by Customs Orders:If your order or certain products are confiscated by customs due to the items being restricted then no refund will be available. Lost in Transit Orders:Please click here to send us an email from the contact form or you can also chat with a qualified customer service representative and we will be glad to assist you.

To change your language, please select your country from the drop-down menu at the top left corner. From here you can change your destination country, language, and currency.

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 Payment Methodpage, click on the Changelink right above the credit card currently being used. Then, enter the credit card details again as a new card.

All USPS packages are delivered through the local post (e.g. Correios, Royal Mail, Posten Norge, etc.) in the destination country.

Some packages may require further actions, such as submitting Duty and VAT payments, updating contact or address information, or coordinating special delivery instructions with your local post office. These and other important details can be found by tracking your order on the local post offices website.

For tracking, please use the links below using your LX.......US tracking number.

Example below:

Italy

Common Questions:

- Wheres my package? - Packages may be severely delayed due to customs. Customs may reach out to you to pay duties and taxes or to provide additional documents. This information will be available on the local post website (links provided below).

- "Delivery attempted unsuccessful" - Please note you may be required to pick up yourpackage at the local post office. This information will be available on the local post website (links provided below).

-"Returned to sender"- If the package is not successfully delivered, it will be returned to iHerb. Return time can take up to a month.

Local post tracking website links are down below:

Popular destinations:

Brazil, Italy, Norway, Great Britain

All destinations:

Argentina

Kyrgyzstan

Armenia

Latvia

Austria

Lebanon

Azerbaijan

Liechtenstein

Belarus

Lithuania

Belgium

Luxembourg

Bermuda

Macedonia -- N/A

Bolivia -- N/A

Malta

Brazil

Mexico

Bulgaria

Moldova

Chile

Monaco

Colombia

Morocco

Costa Rica

Netherlands

Croatia

Nicaragua

Cyprus

Norway

Czech Republic

Oman

Denmark

Panama

Dominican Republic

Paraguay

Ecuador

Peru

El Salvador -- N/A

Philippines

Estonia

Poland

Finland

Portugal

France

Romania

Germany

Serbia

Great Britain

Slovakia

Greece

Slovenia

Greenland

Spain

Honduras

Sweden

Hungary

Tajikistan -- N/A

Iceland

Thailand

Indonesia

Turkey

Ireland

Uruguay

Isle of Man

Uzbekistan

Venezuela -- N/A

Please note - Your delivery information (Name, Address, etc.) will show in both English (auto-translated) and the language you used when placing your order, on the shipping label. We apologize in advance for any mistranslations.

Once your order is received by our Returns department you will receive an email to let you know that a refund has been processed for the returned items. This email will include the amount of the refund for your records.After the carrier has received your item, it can take up to 2 weeks (up to 30 days or more for international) for us to receive and process your return. If you're receiving a refund after we have received your item, it may take an additional 3-5 business days to fully process your return and issue your refund. You can check the status of your order that was returned/refunded in your Order history.

There are two reasons why your Loyalty Credits may not be applying to your order. Your Loyalty credits may have expired (Loyalty credits expire after 60 days), or your previous order has not been shipped yet.If those do not apply to you, please try to log out of your account and then log back in. Your loyalty credit should be applied to your Shopping Cart.

We accept Visa/Mastercard Debit Cards, and most major Credit Cards and Paypal.We also accept these for international payment methods:Alipay, Giropay, iDeal, Konbini, KCPQIWI WallettSofort, Tenpay, UnionPay, WeChat, Yandex Money.

The Rewards Credits will reflect as pending for the first 30 days. Once the Rewards Credits become available you will have 180 days before they expire. If you cannot see or use the available Rewards Credits, please make sure to accept the Terms and Conditions.

If those does not apply to you, please try to log out of your account and then log back in. Your reward should be applied to your Shopping Cart.

For more information about the iHerb Rewards program, please visit this link.

The item's product page will list if a product is "in stock" or "out of stock". You can always click on "Notify Me" next to the specific out-of-stock item, to receive an email once the item becomes available.

Click here to view your Notification List.

Your available Loyalty Credit will automatically be deducted from your order when you place your next order. No codes or coupons are needed to apply this credit to your order.

We regret to hear that you want to close your account with iHerb. iHerb.com takes its customer's privacy and account information very seriously. As such we would like to ask that you please provide additional information in relation to your request so that we can make sure to properly address your inquiry. When dealing with a request such as yours, it is important for us to determine if a customer such as yourself is requesting that your account is deactivated or if you are requesting a data erasure. This distinction is important given that the two requests are handled differently for various legal reasons. 1. Account Closure/Deactivation: Please note that a customer's request for an account closure or deactivation is a matter that is handled at our customer service level and generally leads to a customer's account being closed/deactivated. 2. Data Erasure: A data erasure request, however, is a request made in relation to a customer's privacy rights and is handled through our privacy team. As such we need customers to review our privacy policy and follow instructions set forth in our privacy policy to submit the request. If your request pertains to Account Closure/Deactivation (Option 1), please click here to send us an email from the contact form or you can also chat with a qualified customer service representative and we will be glad to assist you. Provide them your email address, and advise that you want the account closed. If your request pertains to Data Erasure (Option 2), log in to https://secure.iherb.com/myaccount/managemydata and submit the required information on the form. Keep in mind:You won't have access to your customer profile which includes your account and order history Returns and refunds can't be processed for orders on closed accounts You won't have access to use the funds if you have a remaining loyalty credit balance. If you simply need to change your e-mail address or remove a payment method from your account, you don't need to close your account. For more information on updating your account, go to "Change Your Account Settings".

Shipping rates vary based on the shipping method selected, weight and destination of the order. Simply place add an item on your cart to see the shipping methods available for your country from the Shopping Cart page.

To change the destination, click the Change link next to the current country that is selected then click the Calculate button.

Here are the steps to take to log in to your account. On the top right corner, you should see Sign In and a link under it as 'My Account'. Click the Sign In button and enter your email address and password on the next screen to login to your account.

I can help you quickly with most issues without waiting for a representative.Ask a brief question like the examples below: How do I log in to my account? How to place an order? Where is my order? You can also click here to send us an email from the contact form or you can also chat with a qualified customer service representative andwe willbe glad to assist you.

We're sorry to hear that coming from a valued customer like you. To make sure we resolve your issue, please click here to send us an email from the contact form or you can also chat with a qualified customer service representative and we will be glad to assist you.

iHerb has certain products designated as shipping savers. This means that if you add the item to the cart, it will help to lower the customer's shipping cost.

Shipping saver items are noted with the truck icon (as seen in the red box on the image) so you can easily find them.

here

We encourage you to experiment with different product combinations in order to find the best value!

Click to view the Shipping Saver products.

Please follow these steps:

Click here to login to your Account. Scroll down to see your Order History and choose the order you wish to reorder. Click the Reorder button at the right side of the order and checkout as usual.

There may be many reasons why your account is inactive or blocked.

If you repeatedly enter wrong password, your account will be locked for 24 hours to prevent hacking. Please try to log on after 24 hours.

Please contact us via the contact form or you can also chat with a qualified customer service representative and we will be happy to assist you.

To print your invoice for your order please follow these steps: 1. Click here to view your Order History.

2. Click on Order Details for the order you are wanting to print the invoice for.

3. On the upper right, click the View Invoice link and print the invoice details for that order.

We're sorry to hear that. Please click here to start the refund (RMA) process.Note: Only orders with "Delivered" Status and within 60 days of being purchased can be processed for return/refund. To help expedite the process and get you a resolution faster, please upload pictures of the damaged item(s) that you received. How do I return a product?

With theDuties & Taxes Prepaid shipping option, you will pay for the duties and taxes when you place the order. This will help speed your package through customs and you will not have to make any payments later through the shipping carrier (ie: DHL, Landmark Global, SF Express, ECMS, DPD).

If a pre-paid shipping option is not selected or not available, then the customer will be responsible for paying any duties, taxes & fees that may be required. These fees are typically collected in your country by customs or the delivery agent.

More help:

Will I have to pay Duties & Taxes? How can I know the shipping information for my country? International Shipping: How will my order ship? International Shipping Information Can you let me know the approximate price for customs duties or taxes? Restricted Items

Please use this link to reset your password. There will then be prompts for you to enter your email address. Once you have entered your email address, you will receive an email that will provide a temporary code that will allow you to create a new password.

Yes, we do ship to New Zealand. It typically takes 2 to 7 Business Days with DHL Express or UPS, and 14 to 20 Business Days with delivery by Local Post.Note:Import tax and duties will be imposed on customers with order values exceeding $287.00 USD.Click here to read more information onwhat you need to know about shipping products to New Zealand.

We do not have a Customer Service Phone Line. We are available 24 hours through Chat or Email.

Click here to view the status of your order.

For some shipping options, tracking information will be available 24-48 hours after the order has been placed.

Please make sure you are entering your email address and password correctly. Any small typo may prevent you from logging into your account. Also, make sure you do not have the caps lock key on when entering in your password as it is case sensitive. You may also try one of our alternative methods of logging in with a temporary code or with your Google account. For security purposes, if you have unsuccessfully attempted to log into your account 3 consecutive times, we will temporarily lock your account. Your account will be unlocked within 24 hours. Please click here to send us an email from the contact form or you can also chat with a qualified customer service representative and we will be glad to assist you.

iHerb offers various shipping options that are free.

These options are based upon the value of your order and the destination of your order. If you select your destination country in the shopping cart, you will see what shipping options are available to you and if they are available to ship for free.

Also, look for items with the label Click here to help reduce your shipping cost.

to view the products.

You can modify an order if the Order Status is still In Progress or Ready to Pick.

Next to the order in question, click Modify to change the shipping address, receiver, shipping method, or remove items. You will need to cancel the entire order and place a new order to add new items.

Once the Status states Ready to Ship, you cannot cancel or modify your order.Click here to be taken to your Order History.

Please note that you can only see the Refunds/Returns button after the estimated delivery time has past. Only orders with "Delivered" Status and within 60 days of being purchased can be processed for return/refund. Please click here https://secure.iherb.com/info/Contact?livechat=en-US to send us an email from the contact form or you can also chat with a qualified customer service representative so we can further assist you.

Customs policies vary widely for every country so please check with your local customs office directly to see if they do in fact apply duties and or taxes to your imports. Not knowing your country's regulations can result in your order incurring high import duties, the delivery being delayed or even returned. We do not typically offer shipping options that offer pre-paid duties and taxes. If your country's customs determines that these fees apply, the fees are typically collected in your country by customs or the delivery agent. However, if a pre-paid duties & taxes shipping option is available and selected, no further charges will be due upon delivery.iHerb cannot be held responsible or accountable for any taxes, duties, tariffs or any quarantine fees or package warehousing fees assessed by your local customs office.

You are welcome to return any product within 60 days of being purchased. How do I return a product?

Each Promo Code has specific criteria for you to use. Please check the Promo Code's details and especially the expiration date to see why you are unable to use the code.

The refund will be processed back to your original form of payment. If this account is closed or the credit/debit card used is now expired, the credit will still be refunded to the original form of payment. The financial institution of the card in question will then be responsible for issuing the refund.

Click here to go to your Account Information setting.

There you can edit your name, email address and password for your account.