Shipping Options (Domestic Orders)
We offer UPS Ground standard shipping (1-7 business day transit time). Delivery options for PO Box addresses, military locations, and expedited carrier options are also available.
**Due to the Covid-19 impact, UPS has suspended their expedited shipping arrival guarantees; therefore Desalu Naturals is unable to guarantee the shipping time on expedited shipping options.**
Order Processing Time
Please allow up to 7 business days for us to process your order. All orders processed after 3pm CST will be considered next business day orders. (Business days include Monday through Friday and exclude holidays and weekends. Orders processed on Friday after 3pm CST will continue processing on the following business day.)
Shipping Options (International Orders)
We offer a variety of economical and expedited international shipping options from USPS First Class Package International to UPS Worldwide Expedited.
Canadian Customs Regulations
Canada Customs requires Canadian recipients to pay applicable duties and taxes on each shipment entering Canada. These charges may include PST, GST, HST, duties and other taxes of goods (e.g., excise tax). A brokerage fee is also charged to process shipments and present the requisite customs paperwork to Canada Customs on the importer’s behalf.
International Customs Regulations
The purchaser is responsible to pay any applicable taxes or duties that may apply. We do not calculate or collect taxes or duties from you. It is the purchaser’s responsibility to check country and local regulations and policies of the receiving country and abide by those. It is the responsibility of the purchaser to be sure the Customs Department permits the shipment of our products to your country and what the duties or tariffs may be upon delivery. We will not provide a refund on the shipping of the package if it is refused by customs or by yourself, due to regulations and taxes or duties. If the package is seized by customs for any reason and the package is not returned to us, we can not issue a refund.
Incorrect Shipping Information
If a package is returned to Desalu Naturals due to an incorrect or incomplete shipping address provided by a customer, the customer was not home for delivery or if the package exceeded the maximum amount of time to be held at a pick-up location, the customer will be responsible for the return shipping cost as well as the redelivery cost. Desalu Naturals is not responsible for packages delivered incorrectly or lost due to incorrect or incomplete shipping information provided by a customer, no refunds will be provided if any parts of the address are incorrect.
Once an order has been submitted, we offer services that allow you to modify or cancel your order if needed. You can utilize these features by creating a Desalu Naturals Account. Any edit or cancellation must be completed before your order has been processed.
No refunds, replacements or credits will be issued for orders confirmed to have been delivered to the address provided in an order.
Lost or Stolen Packages
Desalu Naturals is not responsible for lost or stolen packages that have a confirmed delivery to the address entered for an order. Upon inquiry, Desalu Naturals will confirm delivery to the provided address, date of delivery, tracking information and shipping carrier information for the customer to investigate.
It is up to the customer to provide an accurate address when entering their shipping information. Please contact the carrier for any information regarding the delivery. Have your tracking number available to provide to the carrier to assist with the investigation.
Damaged or Missing Products
It is possible for items to shift in transit, as well as for wear and tear to appear on the package due to handling by the carrier. Please inspect your package as soon as it arrives at its destination. If any item is damaged upon arrival, please submit a ticket with photos of the damages and necessary information to support your claim and we will be happy to assist you.
We are aware of unauthorized parties selling counterfeit Desalu Naturals on Amazon® and eBay®. We are alerting our valued customers, retailer and distributor partners that we are aware of this issue and actively working to resolve this situation. Please note that Desalu Naturals will not be able to honor any exchange or refund for any products sold on Amazon® or eBay® by unauthorized retailers. We recommend that you use caution in buying products from unauthorized resellers as these products may have been tampered with or mishandled.
Desalu Naturals reserves 30 days to reship any reported missing or damaged items from the initial shipment date.
All damaged claims must be submitted within 14 days, along with photo evidence (highly suggested) in to ensure proper resolution.
Items Not in Stock
We strive to have all of our products available for immediate shipment. Due to popularity and high demand for our products, some products may become back order items. We will take all necessary steps to advise you in a prompt manner if this situation occurs. If it is possible to ship a portion of your order, we will send out all available items and place the remaining item(s) on back order. Your remaining back order items will be shipped separately as soon as possible with no extra shipping costs charged to you.