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

A: To change the email address on your account, all you need to do is log into 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 your new email address for future orders.





Q: How can I change my account password?

A: Changing your account password is easy! Simply log into your account with your current password and click on the Change Password link. Then you enter your current password and your new password twice. Make sure you click Update to save the changes. On future orders you just need to log into 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. Simply go to My Account and click on the Forgot Password link. Then you can enter the email address for your account and have the password emailed to you right away. It usually takes just a few minutes for you to get the new password.



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

A: We constantly try to have a "minimum" 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 both 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.

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. You then need to 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".  Once the the status states "Ready to Ship", you can not cancel or modify.  To see the status, log into your iHerb account. 

In addition, as long as the order status states "In Progress",  you can cancel an entire order or modify it by removing 1 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, lick 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.

Very Important: 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 onto 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 reenter the credit card information as well 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 address is also for 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 you can enter the email address for your account and have the password 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 just offer online ordering as the only option available. 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 are 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

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 Please see our detailed International Page for more information



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

A: Orders processed over the weekend or on a holiday will not be picked up by our carriers until the next business day. Once picked up, orders become trackable, except for orders shipped via International Airmail which aren't trackable.  While most International Airmail packages are delivered within a few days, they can take up 6 weeks if the package encounters delays with customs or your local post office.  Since International Airmail packages aren't trackable, there's no way for us to know the reason why a package has been delayed nor can we determine where its location is 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 duty, 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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Q: What is the idea behind this program?

A: We at iHerb appreciate the "word of mouth" advertising our customers generously provide. We've been looking for a way to say thank you. With this program, we reward you for introducing iHerb to your relatives and friends.





Q: Is this another MLM (Multi Level Marketing) program?

A: Good question. It might look that way, but our program has many fundamental differences:

• No start up fees—the program costs you nothing
• No meetings to attend—just spread the word and pass along your code
• No buying requirements. You never have to buy products from us and resell them
• Over 200 brand name products found at major health food stores and other online stores. No fly-by-night, "not-available-in-stores" types of products.
• Your privacy is assured—no one will call you

If you're happy with our products and service, just let others know and give them your referral code. They'll save money on their first order, and you'll be rewarded. It's simply a Win-Win-Win deal for everyone involved:

You – receive a commission from their purchase.

The customers you refer get $5 savings on the first order and are introduced to top brand name products, huge selection, expedited shipping and easy re-ordering—one of the best values in the marketplace!

The customers they refer enjoy the same kinds of benefits


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Q: How do levels work?

A: Multi-level explanation (4+3+2+1)

Level-1
• Hand your email or code out to as many first–time customers as you wish (friends, family, co-workers etc.)
• Anyone who enters your email or code during checkout earns you a 4% reward —based on their order subtotal.

Level-2
• The above referrals may then hand out their email or code —just like you did.
• Any sale associated with their code now earns you 3%.

Level-3 & 4
• The process repeats itself two more times with level-3 earning you 2% and Level-4 1%. Combining all levels (1+2+3+4), you're actually earning a maximum 10% rewards.

365 day return
Any above referral who returns to iHerb making additional purchases within 365 days of their first order earns you the same reward % amount, based on that individuals level.

There's More!
All is not lost, because after every referrals 365 day window, you'll continue earning on ever single repeat purchase.
We call this "Endless Rewards" and this gives you the opportunity to earn 1% on every referral at any level (1+1+1+1) for a combined 4%—for the Life of our program!





Q: What exactly is the order Subtotal?

A: This is the amount of the order after all discounts (including credits) have been applied, and before any shipping cost is added.





Q: How do I use my Available Credits to shop at iHerb?

A: Simply log into your iHerb account and shop as you normally would. Once you begin adding items to your shopping cart, you will see Available Credits being automatically subtracted from your subtotal.





Q: Can I cash out my credits?

A: On the last day of each month, any account holder with $300 or more in credits can cash that money out, but only if they provide tax ID information to iHerb. Once iHerb has that information and you also enter an address in your iHerb account for where the check will be mailed to, only then will the check be automatically sent out to you. Reward amounts below $300 dollars will simply be rolled over to next month.*



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Q: What does Available, Pending and Cancelled mean in relation to my credits?

A: Available credit -- The amount based on transactions that have been approved (completed). Available credits may be applied toward purchases or automatically cashed out at the end any month when the rewards credit total is $300 or more.

Used credit -- Amounts that have already been used for purchases or paid to the account holder with a check.

Pending credit –- Transaction amounts that have been reported and are awaiting approval. Approval typically takes about 30 days, After this time, "pending" credits become "available" credits.

Cancelled credit -- Orders that were not completed. You may see "cancelled credit" when a customer used your code but returned the items or refused the order. Your account was adjusted accordingly.





Q: Do Rewards Credits expire?

A: Yes. Unused Rewards Credits expire 180 days after the date when they are posted as "Available" in your iHerb account.





Q: Is there a Rewards Credits limit?

A: No. There's no limit to the amount of credits you can earn.





Q: Can I refer as many people to iHerb as I like?

A: Yes. There is no limit to the number of referrals you can make, or the potential credits you can earn.





Q: My email or code does not work for some people. Why?

A: The iHerb Rewards program can be used by only one customer account per household. Sometimes the system may detect that an account holder is attempting to use an email or code with more than one account. In those situations, the system denies the discount. This is not to punish anyone. It's just a necessary step we have to take to prevent certain individuals or groups from trying to take advantage of the rewards program in a manner that is unfair.





Q: How can I promote my iHerb Code?

Click Here to view our Promotion Tips Page.

A: Promoting online:

• Email your code to friends & family.
• Post it on your social networking website (MySpace, FaceBook, etc)
• List it on personal blogs
• List it on on-line Bulletin Boards

Promoting off-line: (printed material)

• Give them out at your health club
• Hand them to friends and family
• Give them to your colleagues at work
• Pass some out to your neighbors
• Tack a few to your school, church or club bulletin board.
• Add one to personal mailings
• Download PDF templates (Sign in to your account) and combine with Pre-printed Promo Material

Promote using your email: • The email address associated with your iHerb account may be used just like your referral code. This is a great option for referring people who may already know your email address or when you can't remember your referral code.
Please Note: Posting your email publicly (online or offline) is not advised.



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Q: Can I make a personal purchase using my code?

A: No. Your code is valid only for use by first time customers that you have referred to iHerb. Of course you can always use your "Available Credits" towards any personal purchase.





Q: Why do you need my Social Security Number or Federal Tax ID Number?

A: If you are a US citizen/individual participating in our referral program, this information is used for IRS reporting purposes only. When you make over $600 per calendar year, we are required by Law to acquire your Tax ID information. iHerb will never share your information with any third party for any purpose other than identity verification. We'll only ask for this information when you've earned $600 dollars or more in credit.





Q: How much credit can I expect to earn?

A: This is entirely up to you. We already have a number of affiliates earning over 500 dollars per month. And they've reached these amounts in a very short time and without the 4-levels and endless rewards or our Pre-printed Promo Tools . You're in possession of the most powerful marketing tool… Word of Mouth Advertising.





Q: How do I reach the required $300.00 to "Cash Out" if I continue using my credits to order products?

A: Simply open a separate account for purchasing products only.





Q: Can my account be closed? Can I lose my credits?

A: Yes. iHerb reserves the right to terminate any account and related codes for any reason including but not limited to:

• Spam (unsolicited email) Indiscriminate advertising or unsolicited commercial emails (spam) is strictly prohibited. Any account receiving a maximum of 3 complaints linked to this type of behavior is subject to termination, thus forfeiting all accumulated credits.
• Intentional misuse of the program using more than 2 accounts
• Codes linked to fraudulent referrals & purchases

* Subject to iHerb Terms and Conditions for our Rewards Program, which you should review. By participating in our Rewards Program you agree to those Terms & Conditions.



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