Customer Service / FAQ
Alternatively feel free to call us and we would be happy to provide more personal customer service.
FreephoneFrom New Zealand 0800 44 66 39
From USA1866 585 4489 (EST 2pm - 10pm)
From Australia 1 - 800 - 981 - 215
Rest Of World +64 - 9 - 3615 244 (Paid)
1. How do I pay for my order?We accept all major credit cards - Visa, Mastercard, American Express and Diners. Just enter your credit card details at the Shopping Cart. Your credit card will be charged to the value of your purchase in New Zealand dollars (subject to authorisation). International customers please note that all transactions are charged in New Zealand dollars. The exact conversion rate will ultimately be determined by your bank.
New Zealand customers can also pay by direct credit via internet banking. Details are provided at the shopping cart. Shipment will be made once funds are cleared, so please bear in mind that it can take several days for funds to appear in our account.
2. How will my order be shipped?Within New Zealand all orders are sent with New Zealand Couriers, who offer a fast and reliable service. We are able to provide you with a tracking number so that you may be able to track your package online within transit. If you require the tracking number, please email us at email@example.com.
By default all items are sent no signature required. The courier will usually leave them in your letterbox, or by the front or back door if you are not at home. You can give us instructions about where you want the item left when you place your order.
For our Australian customers, and all international orders with the exception of the USA, we send via International Business Post, which is handled by New Zealand Post and then the equivalent national mailing service within your country. No signature is required at point of delivery, and items cannot be tracked or replaced if they go missing.
For our US customers we send USPS Priority Mail from e Fulfillment Services Inc in Travers City MI.
3. How safe is it for me to purchase from this site?The security of your transaction is of paramount importance to us. The credit card details you enter are fully encrypted using 128bit encryption technology. We do not store or record any credit card information at any stage in the transaction. Credit card information is entered on a SSL platform (Secure Sockets Layer), which is a method of ensuring that information submitted through the website is secure and cannot be accessed by unauthorized users.
4. How soon will my order arrive?Orders are dispatched within 24 hours of being received, unless disrupted by a weekend or public holiday. International orders sent by International Business Post are received in 6 to 12 working days. US orders sent by USPS Priority Mail are usually received in 3 to 5 days.
Within New Zealand, deliveries will be made within 1-2 days of dispatch.
5. Are there any hidden charges for postage, packaging, GST or VAT?No. The final cost to you is stated clearly before you authorize payment.
6. Are Children Allowed to Use Herbalignite.com?Herbalignite.com does not sell products for purchase by children. If you're under 18, you may use Herbalignite.com only with the involvement of a parent or guardian.
6. What if I change my mind about the order after I receive it?We offer a no-quibble guarantee on returned items, providing you return them within 60 days of receipt, unopened, in the original packaging. Simply let us know whether you'd like a replacement or a refund. Please note that all returns and exchanges must be agreed in advance with a member of our team, by contacting us first at firstname.lastname@example.org to let us know you intend to return the item.
7. What if the item I receive is damaged?We do our very best to ensure that all our products reach our customers in perfect condition. However, in the unlikely event that damage in transit occurs, please contact us at email@example.com and we'll work to find a solution, whether an exchange or a full refund.
8. What if I've been sent the wrong item?In the unlikely event that this occurs, please send us an e-mail at firstname.lastname@example.org within 14 days of receipt to arrange return and replacement delivery.
Herbal Ignite will not share your personal information with any other third party. We will never disclose your email address or any other personal information to any third party.
Whilst all care is taken to offer a secure system we cannot provide a 100% guaranteed secure system. Please note, the information you provide is provided at your own risk.
11. What is your Returns Policy?If you are not 100% satisfied with the items you have ordered, please email us at email@example.com and let us know the reasons for your dissatisfaction. If you return your order to us within 14 days of receipt, unused, with the goods undamaged and in their original packaging, we will be happy to offer a full refund or exchange the goods for another item.
We do not refund your return freight costs.
We will only accept goods returned with prior notification.
If you purchased a package deal, such as 4 bottles for the price of 2, we will refund on any returned bottles proportionate to original cost: for example, if you return 3/4 bottles you will be refunded 3/4 of what you originally paid.
We cannot accept any goods that have been worn, used, have their labels removed, resized, engraved, altered or damaged.
We only accept items returned if they are within their original packaging.
12. What is your Exchange Policy?In the event of an exchange, items are subject to product availability and returns policy (as above).
All exchange enquiries can be made by contacting firstname.lastname@example.org
Exchanged items can only be dispatched after the returned goods have been received in accordance with the returns policy. Please be aware that you will incur an additional freight charge for the delivery of the replacement item (unless the item was faulty, damaged, or sent to you in error).
13. What happens if I need a refund?All undamaged, correctly returned products will be credited to the original purchasers credit card including GST, excluding courier charges. You will be notified via email to the address listed on your account when the transaction has taken place. Please note that your bank institution may require additional days to process and post the transaction to your account once they have received the information from Herbal Ignite.