FAQ
Welcome to the FAQ page of Naturals Shine!
Here, we have addressed the most common questions related to our products, ordering process, shipping, and more. We aim to provide you with complete transparency and quick solutions for any concerns you may have. Browse through our comprehensive list of FAQs to find the answers you need. If you can't find what you're looking for, please don't hesitate to reach out to us.
F.A.Qs
Q: Why do the color, smell, and consistency of your products vary?
A: Our products are crafted with natural ingredients and produced in small batches. This can lead to slight variations in color, smell, and consistency. However, rest assured that this does not affect the product's effectiveness or quality.
Q: Can the look of the bottle change in my order?
A: Yes, due to supply chain requirements and our commitment to delivering your orders on time, there might be changes in the color or look of the bottle. We ensure that this does not affect the quality of the product inside.
Q: How do I know that the product in a different bottle is the same as what I ordered?
A: Each of our products has a list of ingredients on the back of the bottle. Even if the bottle's appearance changes, you can confirm it's the same product by checking this ingredient list.
Q: Do these variations affect the product's safety or effectiveness?
A: Not at all. Our products remain effective and safe to use despite these variations. All the ingredients are natural and the effectiveness of the product remains consistent, regardless of minor changes in color, smell, or consistency.
Q: How can I track my order?
A: Once your order is shipped, we will send you a confirmation email with your tracking number. You can use this number to track your package directly with the carrier.
Q: What if there are delays with my delivery?
A: After your order is shipped, it is in the carrier's hands, and we no longer have control over the delivery timeline. If you experience any delays, please contact the carrier directly with your tracking number. They are responsible for any package delays.
Q: Are you responsible for any customs handling or tax charges?
A: No, we are not responsible for any customs handling or tax charges of your country. These charges are separate, and we cannot determine what those charges will be, if any.
Q: Can I change the address or schedule delivery for my order?
A: Yes, if you are shipping with UPS, you can use the UPS My Choice App to update your address, track your package, or schedule delivery.
Q: What happens if I refuse to cover the customs/duty fees for my international order?
A: International orders that refuse to pay for customs/duty fees run the risk of being abandoned. Once deemed abandoned, the order cannot be retrieved. In this event, please understand that we cannot be held responsible and will be unable to assist further. We strongly advise customers to fulfill all customs/duty obligations to avoid this situation.
Q: What should I do if I purchased Route shipping protection and my order is lost?
A: If you purchased Route shipping protection and your order is lost, please contact us within a minimum of 10 days after the last tracking update so we can file a claim on your behalf. If you fail to contact us within this timeframe, we will be unable to take further action and won't be held responsible for the lost order. For more details, please view the Route Policy
Q: What should I do if my order is lost or stolen?
A: If your order has been marked as delivered but you haven't received it, please contact us within 10 days of the delivery date. We'll initiate a claim for you. However, if you wait longer than these 10 days to reach out, we won't be able to assist. Please note that we can't be held accountable for packages when the tracking information states the package has been delivered to your order address.
Q: What happens if my order is damaged upon arrival?
A: We strive to ensure that your order reaches you in perfect condition. However, if you receive a damaged item, please reach out to us within 7 days after the delivery date. Beyond this period, we may not be able to take further action.
Q: Can I get a refund for shipping charges in case of delayed packages?
A: Unfortunately, we cannot control the performance of shipping carriers. While we do our part to make sure your order is delivered on time, we cannot issue refunds for shipping charges in case of delayed packages. Rest assured, 99% of our orders are delivered on time.
Q: How does the process of filing a claim work if I encounter an issue with my order?
A: If there's an issue with your order, please notify us immediately. Naturals Shine will then file a claim on your behalf. Please note it can take up to 10 business days to receive a response. While we will do our utmost to resolve your issue, please understand that a refund or reshipment is not guaranteed. Naturals Shine will adhere to USP regulations in all claim scenarios.
Q: When Do These Products Expire?
A: The oil-based products should be used within a year of purchase. Please keep all products in a cool environment. The water-based products should be used within 8-12 weeks of purchase or refrigerated and used within 6 months. We do not use toxic preservatives or carcinogens in our products.