Shipping and Return Policies
At Isula Nature, orders generally leave our warehouse in California within one business day. Orders placed Friday afternoon (EST) Saturday and Sunday, leave our warehouse on Monday morning. Occasionally, due to unforeseen circumstances as well as holidays, an order will take an extra day to ship. If there is ever a shipping delay we will inform you via email immediately.
We ship within the US and to APO boxes using USPS. We always use a tracking number and send it to you as soon as it’s available.
We regularly ship our products all over the world using USPS. It has been very reliable and has the best pricing. The international shipping options are:
USPS First Class (14-21 Business Days – Under 4 lbs only) – Please note that this option has no insurance and only has tracking available until the product leaves the U.S. Our customers have had very good success with this option, but please understand that the risk is entirely yours. If a package doesn’t arrive there is no insurance or refund available.
International Post (14-21 Business Days) – This option includes door to door tracking. Note that your parcel will be delivered by your local post office.
USPS Priority (10-14 Business Days) – This option includes door to door tracking.
USPS Express (4-10 Business Days) – This option includes door to door tracking.
Since your order will be shipped outside the U.S., you may be required to pay international customs and brokerage fees. ISULA NATURE INC is not responsible for these fees, even if you do not accept the package. Please check your country’s customs policies prior to ordering if you have any concerns.
DAMAGES & EXCHANGES
Your satisfaction is our top priority. Since we sell the highest quality Maca products available, we rarely have any problems. But if your product is damaged or defective in some way, we’ll make sure you’re taken care of with a relplacemnt or refund. If your product was damaged during shipping, contact us and we’ll help you get it replaced immediately.
RETURNS AND REFUNDS
Please find your specific situation from the list of scenarios below to learn how we handle that particular situation:
1. You decided to cancel your order:
If the order hasn’t been shipped out yet, we can cancel the order and issue you a full refund. If you do not cancel the order until after it has already been shipped, your situation will be handled according to situation 4 below.
2. You received an item that appears to have been damaged during shipping:
If a package appears to have been damaged during shipping, the item is oftentimes still okay. If the packaging for your item appears to be damaged, be sure to keep all the original packaging until you’ve determined whether or not a shipping insurance claim needs to be submitted. If any of the original packaging is thrown away, we cannot file a shipping insurance claim. Discarding shipping materials or box contents waves your right to get your product replaced or repaired. Contact us if this is the case. Once we have confirmed that you still have the original shipping materials and that the item was damaged during shipping, and after we have officially filed the shipping insurance claim forms, we will send out a new product at no cost to you.
3. You’ve received the product but you’ve decided you want to return it. If you receive an item and decide to return it, you can do so if:
The item is unopened, unused, and still in the original packaging. (we legally cannot and do not take returns on opened products).
You contact us to notify us that you’d like to return the item within 30 calendar days of receiving the item.
You contact us to get an RMA Number and return instructions PRIOR to returning the item.
If you meet all three of the above requirements, we will refund you the purchase price of your order, less shipping costs.
You are responsible for return shipping charges to return the product to us.
4. You refuse the delivery of your order, and it comes back to us:
If you refuse an item and it comes back to us, you will be issued a refund LESS a 15% restocking fee and our actual cost for shipping and handling.
Our shipments are tracked and insured by the carriers we use. In very rare cases shipments are declared as “lost.” In that event we will work with the carrier to file an insurance claim. We’ve found that the process can take up to 3 months. We will do everything we can to secure a refund on the full declared value of the shipment from the carrier and to get that refund to you as soon as we have it.
If you have any questions or doubts on our shipping policy please contact us.
Thanks and enjoy the day!