HEALES Shipping Policy

International Shipping

Shipping Methods and Fees

Orders are shipped via DHL Express International services to most locations. We have found DHL Express to be the most reliable carrier for international shipments, as they offer real-time tracking services and competent Customer Service throughout the entire shipping process. Delivery is generally made within 2-8 business days, pending customs clearance. The shipping charge for your order does not include import duties, VAT, tariffs, or any other fees charged by the carrier for customs clearance. You are responsible for paying these fees upon delivery.

Order Value

To comply with International laws, Heales Apothecary will state the full value of your order on the Commercial invoice and any other paperwork submitted to customs, minus any charges for shipping.

Customs / Import Regulations

In the event there is a clearance delay, Heales Apothecary will assist you in every way possible to ensure delivery. Heales Apothecary will not be liable for orders that are refused or held by customs. We encourage you to contact your customs office and ask about import regulations and restrictions before placing your order. Customs regulations differ by country and not knowing the applicable regulations can result in your order incurring high import duties, the delivery being delayed or even the order being rejected by Customs. It is important to check with your Customs office to see if your country permits the shipment of the products you are planning to order and if any additional licenses or permits are needed.

Refunds and Exchanges for International orders

If an order is returned to our facility, we will not refund any shipping and handling charges, and we reserve the right to reduce the refund amount by any additional fees related to the return of the product. We will not issue any refunds for International orders that are lost or destroyed. If an order is rejected by Customs and the cost to return the product to Murchison-Hume is larger than the cost of the refund due, we will instruct the carrier to abandon the order and there will be no refund issued for the order. If the products are seized by customs, there will be no credit processed for the products.

Domestic Shipping

Can I change or cancel my order?

Since we have a very small timeframe between receiving and fulfilling your order, cancellations of orders are not possible. The customer is required to receive the order. If you would like to attempt to change address, please email us immediately at hello@murchison-hume.com.

What is your return policy?

All sales are final. If you received a damaged, defective, or wrong item from your online order, please email Customer Care at (hello@healesapothecary.com)To be eligible for a return, items must be unused, in the original packaging and accompanied by a proof of purchase. We are unable to refund your original shipping costs. Sales of Murchison-Hume products from retailers must be returned to the retailer where the products were purchased. Retailer-specific return policies will apply. Alaska, Hawaii or International: Orders are not eligible for return.

How are returns/refunds processed?

Once your return is received and inspected, we will send you an email to notify you that we have received and approved or rejected your returned item(s). If approved, your refund will be processed and applied to your original method of payment.

 

Can I exchange my unused product?

No. Unfortunately we are unable to accept exchanges on all Heales products. Email us at (hello@healesapothecary.com) if you received a damaged, defective, or wrong item from your online order. To be eligible for an exchange, items must be unused, in the original packaging and accompanied by a proof of purchase. Shipping fees to our returns center are the customer's responsibility. Alaska, Hawaii or International: Orders are not eligible for exchange.