Account
Q: How can I change the email address on my account?
A: To change the email address on your account, all you need to do is log in to
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 the new email
address for future orders.
Q: How can I change my account password?
A: Changing your account password is easy! Simply log in to your account with your
current password and click on the "Change Password" link. Then, enter your current
password and your new password twice. Make sure to click "Update" in order to save
the changes. When ordering in the future, log in to 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. Go
to "My Account" and click on the "Forgot Password" link. Then, enter the email address
for your account and the password will be emailed to you right away. It usually
takes just a few minutes to get the new password.
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Products
Q: How do I know when a product will be back in stock?
A: We constantly try to have a "minimum" of 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@nhplus.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 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@nhplus.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.
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Order
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. Then, 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" or "Ready to Pick". Once the status states "Ready to Ship," you cannot
cancel or modify. To see the status, log into
your iHerb account. In addition, as long as the order status states "In
Progress" or "Ready to Pick", you can cancel an entire order or modify it by removing
one 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, click
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. 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 on to 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 re-enter
the credit card information 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 shipping address is also 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, enter the email
address for your account and the password will be 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. nhplus.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@nhplus.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 offer
online ordering as the only available option. 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 is 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.
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Shipping
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 customers Please see our detailed
International Page for more information about shipping.
Q: Why can't I track my International Airmail order?
A: Orders processed over the weekend or a holiday will not be picked up by our carriers
until the next business day. Once picked up, orders become trackable. The exception
is for orders shipped via International Airmail, which cannot be tracked. While
most International Airmail packages are delivered within a few days, it can take
up 6 weeks if the package encounters delays with customs or the local post office.
Since International Airmail packages can't be tracked, there's no way for us to
know the reason why a package has been delayed, nor can we determine its location
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 duties, 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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Rewards Program FAQ (Frequently Asked Questions)
Q: What are rewards?
A: Rewards are accumulated when others use your email address or referral code to
place an order. Rewards can be used towards purchases on nhplus.com or can be redeemed
for cash. See our
Terms & Conditions.
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:
¡E No start up fees--the program costs you nothing ¡E No meetings to attend--just
spread the word and pass along your code ¡E No buying requirements--You never have
to buy products from us and resell them ¡E Over 800 brand name products found at
major health food stores and other online stores. No fly-by-night, "not-available-in-stores"
types of products. ¡E 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 great deal for everyone involved: You - receive a commission from their purchase.
The customers you refer -- get $5 or $10 savings on their 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 ¡E Hand your email or code out to as
many first-time customers as you wish (friends, family, co-workers etc.) ¡E Any new customer
who enters your email or code during checkout earns you a 4% reward --based on their
order subtotal. Level-2 ¡E The above referrals may then hand out their email or code
--just like you did. ¡E Any sale associated with their code now earns you 3%. Levels-3
& 4 ¡E The process repeats itself two more times with level-3 earning you 2%
and Level-4 1%. Any of the above referrals who returns to iHerb making additional
purchases within 365 days of their first order earns you the same reward % amount,
based on that individual's level. And There's More! After every referral's 365 day window,
you'll continue earning on every single repeat purchase. We call this "Endless Rewards,"
and this gives you the opportunity to earn 1% on every purchase from any 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 recieve a check for my credits?
A: On the last day of each month, any account holder with $300 or more in credits
can receive a check, but only if they provide tax ID information to iHerb. Once
iHerb has this tax information, make sure to enter the address where a rewards check
can be sent. Reward amounts below $300 dollars will simply be rolled over to next
month.*
You will be responsible for any and all tax liability arising from any rewards you
accumulate under the program.
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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 you can receive
a check 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. IHERB RESERVES THE RIGHT TO TERMINATE THE
PROGRAM AT ANY TIME AND IN OUR SOLE DISCRETION.
Q: Is there a Rewards Credit limit?
A: No. There's no limit to the amount of credits you can earn. IHERB RESERVES THE
RIGHT TO TERMINATE THE PROGRAM AT ANY TIME AND IN OUR SOLE DISCRETION.
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. IHERB RESERVES THE RIGHT TO TERMINATE THE PROGRAM AT ANY TIME
AND IN OUR SOLE DISCRETION.
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.
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. See our Terms & Conditions.
Q: How much credit can I expect to earn?
A: This is entirely up to you. We have a number of Rewards referrers regularly earning over
500 dollars per month. They've reached these amounts in a very short time, before attaining 4-levels and endless rewards or using our
Pre-printed Promo Tools. You are in possession of the most powerful marketing
tool¡K Word of Mouth Advertising.
Q: How do I reach the required $300 to receive a check if I continue using my credits
to order products?
A: As long as you have $300 or more worth of Rewards Credits in your account by
the end of the month, you can get a check by mail. For example, if you earn $400
in Rewards Credits in one month, you can use $100 toward purchases and receive the
remaining $300 in the form of a check. If you do not wish to get a check by mail
at the end of the month, you can opt out of this part of the program by contacting
iHerb's customer service department.
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: ¡E 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.
¡E Intentional misuse of the program using more than 2 accounts
¡E Codes linked to fraudulent referrals & purchases
Your participation in this Program is voluntary and is effective until terminated
by either iHerb or you. Either we or you may terminate your program participation
at any time, with or without cause, by giving the other party written notice of
termination. Notice of termination may be given to you using the e-mail address
you provide during the registration process. Notice of termination may be given
to us by sending an e-mail to rewards@nhplus.com. You are only eligible to accumulate
referral rewards on sales occurring during the term of your program participation.
Unused rewards expire 180 days after the date when they are posted as "Available"
in your iHerb account.
You will be responsible for any and all tax liability arising from any rewards you
accumulate under the Program. We are obligated by U.S. federal law to obtain tax
information from Program participants who are U.S. citizens or U.S. residents (W-9)
and from Program participants who are not U.S. citizens or residents but whose businesses
are taxable in the U.S (W8-ECI). If we believe you are a Program participant from
whom we are obligated to obtain tax information and you do not provide this information
to us after we have requested it, we may withhold your referral Rewards until you
provide this information or otherwise satisfy us that you are not a person from
whom we are required to obtain tax information.
* 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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