Ordering & Shipping

Shipping
 
PLEASE CHECK THE OFFICIAL PAGES OF USPS & UPS FOR UPDATES REGARDING SHIPPING TIMEFRAMES AND DELAYS DUE TO HOLIDAYS, WEATHER, COVID, ETC.
 
Although we ship orders as soon as possible, we do not guarantee same day shipping, nor do we guarantee delivery date. Most in-stock orders are shipped within 1-2 business days. Although rare, it can take up to 3 business days to process, pack, and ship. USPS typically delivers in 1-6 business days after shipment processing. UPS Ground typically delivers in 1-6 business days after shipment processing. Please consider both processing time and carrier time when choosing a delivery service. Rates shown do not reflect shipping speed. In other words, the more expensive option is not always faster of the two. No orders shipped by UPS can be shipped out on Saturday. If you choose the "pick up in store" shipping method, your order will be filled within 1-4 business days and held for pickup at our physical store (1945 Radure Rd, Hestand, KY 42151). Orders can be picked up during regular business hours. Please call 270-487-1334 if you would like to make sure we are open.
 
We offer shipping by USPS and UPS. Rates vary based on the destination zip code and the weight of the package.  We cannot ship to P.O. Boxes via UPS. If you would like your package sent to a P.O. Box, you must choose USPS shipping during checkout. When ordering online, the shipping will be calculated when you checkout. If you place an order by phone, unless you specify a carrier, we will choose the most economical shipping service. Orders are sent to the address you provide. We are not responsible for delivery delays, returned packages, or missing packages due to errors within the order address. At this time, we only ship within the United States. We do not ship internationally. 
 
In the rare event that an item is damaged during transit, you MUST provide photo evidence of the damage including the shipping box, packing material, and shipping label within 15 days of delivery. Shipping insurance claims (if purchased) must be filed with Route. No replacement or refund will be given for damage, loss, or theft without shipping insurance (see below for details). 
 
Shipping Insurance
 
Though rare, damage and loss can occur during transit with parcel carriers. We recommend adding shipping insurance to cover such instances. Shipping Insurance is offered as an optional add-on service at the time of checkout. It is provided by a third party company (Route) to cover damage, loss, or theft that may occur while your package is in transit to your destination. It is not required that you add this insurance to your order, however, if you choose not to purchase insurance for your package we will not refund or replace items that are lost, damaged, stolen, or otherwise disrupted during transit. If such an instance occurs and your package was insured, you can file a claim with Route using the instructions provided on your email receipt. 
 
Pre-Orders
 
Listings that are marked as "pre-order" status require approximately 1 additional week (on top of regular shipping) to be shipped out to you. This is because we do not stock these items in our store and they must be special ordered before we can ship them. Pre-order items are not eligible for returns. If a pre-order item is out of stock from the manufacturer and we cannot order it, we will refund you for the item and any applicable tax and shipping. Any other items in your order will be sent to you as usual.
 

Backorders & Product Packaging

At this time we do not hold backorders. While we try to maintain accurate stock levels online, we also operate a physical store. From time to time an item will show as in-stock, when it is not. However, this does not happen often. If something in your order is out of stock, we will either remove it from your order and issue a refund for the product and any additional shipping charges and tax (if applicable) and ship any remaining items, or we will ship it separately if we expect it in stock within 1 week.

Our website photos are for illustration purposes only. Product labels pictured on our website may differ slightly from our current stock. We try to keep current stock photos, but with many changes in packaging some pictures may not reflect current inventory. But rest assured, you will receive the product you order. For example, Nature's Sunshine has recently made changes to the style and appearance of their product labels. The photos shown on our website may not reflect this newest packaging, but the product description lists the current formulas, amounts, quantities and counts. So, you will receive the product you order--no substitutes.