Help Center

 

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Your Orders
How can I find out the status of my order?
We send multiple emails with status updates. Check your inbox for the latest! If we're shipping to you, there'll be an easy link to take you right to the details.
How can I track my order?
The system automatically sends multiple emails with order tracking updates. Check your inbox for an email with a tracking link, there will be an easy link to take you straight to the details.
When will my order ship?
The most orders will be shipped within 48 hours, usually on the same day if order is placed by 6PM GST, pending verification of billing information and shipping method selected. The orders containing gift cards will be processed as quickly as possible, but may not ship within 48 hours.
My order needed verification; will it ship today?
If your order is held for verification purposes (most commonly billing or address verification) it will ship as soon as we can resolve the issue. This often involves getting clearance from banks or additional information from you.
Will my international order ship the same day?
Usually on the same day if order is placed by 6PM UTC, But in case the order require verification processes that take longer than the one day. This processing time varies by country and by product ordered. We ship these orders out as soon as we can.
Can I make changes to my order after I have submitted it?
We work hard to process orders as quickly as possible. Due to the speed of most of our shipments, so at a certain point we cannot make any changes once the order is placed. But you can visit the orders section in your account if you find the Cancel Order button is active, you can click on it to cancel the order, After canceling the order, you can place a new order with the products you want. but if the Cancel Order button is not active then you cannot cancel the order because the order has already been shipped, In this case, you cannot make any changes to your order. But you can contact us in order to be able to replace the products you want to exchange. You can contact us via direct chat, via WhatsApp message, or call (0096898187722) or the Contact Us page and we will help you.
Can I cancel my order once it has been submitted?
We work hard to process orders as quickly as possible. Due to the speed of most of our shipments, so at a certain point we cannot make any changes once the order is placed. But you can visit the orders section in your account if you find the Cancel Order button is active, you can click on it to cancel the order. but if the Cancel Order button is not active then you cannot cancel the order because the order has already been shipped, In this case, you cannot make any changes to your order. You can contact us via direct chat, via WhatsApp message, or call (0096898187722) or the Contact Us page and we will help you.
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Returns & Refunds
What can I return?
You may return most new, unopened items sold and fulfilled by PureHerb within 7 days of delivery for a full refund.
How do I get the refund for the return order?
When you return an item, your refund amount and refund method may vary. Check the payment method that was refunded and the status of your refund in Your Orders.
Can I return or exchange any product after I have purchased it?
Shop with confidence with our Easy Returns Policy. Customers may return any unopened merchandise purchased from our PureHerb within 7 days and replace any merchandise purchase within 14 days.
Can I return my order if I want for any reason?
Yes, you can return the sold goods and get your money back (after deducting shipping costs and customs fees). But in some cases, we will refund the amount to your store credit balance or by giving you a purchase voucher that you can use to pay for your future purchases.
What should I do if I received the wrong item?
We make every effort to package your selected order so that it will arrive in great condition If you received the wrong product, flavor, size or color, We understand your frustration and we will do everything we can to replace the product as quickly as possible. simply e-mail us at support@pureherb.com or call us at (0096898187722) or via live chat or WhatsApp (0096898187722). Give us your name, order number and the item that was not correct and what item you should have received. We will check into this immediately, arrange for the missing product to be returned to us, and send out the correct product right away! You will receive the correct one before you know it.
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Get Product Help
Where are the products manufactured?
The vast majority of our products are manufactured in the United States. A small number of our products are manufactured in facilities outside of the U.S.; in Canada, Iceland, and Germany. All of our supplements are manufactured under Good Manufacturing Practice requirements (21CFR Part 111, cGMP in Manufacturing, Packaging, Labeling or Holding Operations for Dietary Supplements) and are regularly audited to ensure that they are meeting our high quality standards.
How can I view the Supplement Facts for an item?
Most of the products on our website have detailed supplement facts available. Click on the Supplement Facts tab under the product image on the product page to view. If supplement facts are insufficient, please contact with us or contact with the manufacturer for more information
How I get the product number of the product I'd like to purchase?
You will find on the product page the product number “SKU”, also you can copy the product link and paste it in the email, through WhatsApp or in direct chat. Or you can easily click on the Share button and share the product with us on any of the communication channels.
How do I find information about a product?
There are several ways to find information about the products included in the same product page in our website. Or you can also visit the website of the manufacturer's website. (located on the same product page "at the bottom of the product description")
Where can I find detailed information on the nutritional facts and ingredients of a product?
you can click on the "Product Information" tab link in the particular product to view detailed nutrition and ingredient information. Although we do our best to update product data and information on a regular basis, but we have added a link to the manufacturers at the end of the product description. You can visit it if you want to refer to it for more information
Where are you shipping my order from?
We are currently operating distribution centers in USA, UK and Oman, The location from which your order will be fulfilled and shipped depends on a number of factors including geographic proximity to your location as well as stock position for the product(s) that you ordered. Rest assured that no matter which location your order will ship from, we will provide the same level of care and urgency to ensure that your package arrives on time and in one piece.
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Payments & Gift Cards
What is the payment methods do you accept?
We accept the following payment methods: Visa MasterCard American Express Discover|Novus Diners Club JCB PayPal PureHerb Gift Cards Healthy Rewards Points Bank transfer Cash On Delivery (Available in some countries)
Do I need to pay sales tax with my order?
Sales Tax is charged on shipments to countries where sales tax is applicable. The taxability of a particular item is determined by the guidelines set forth by the destination the item is shipped to. Taxes are estimated to the best of our ability, and will be final on your order confirmation. The amount of tax charged is based on current tax rates. Shipping charges may also be subject to tax in applicable states. Tax will be refunded for returned items. In some countries, the tax is collected in advance with the value of the order, and in some countries it is collected later upon receipt of the order.
I'm unable to submit an International Order with a different "ship-to" address than my own. What do I do?
In order to ensure the security of your account information, all international orders placed on the web must be sent to the billing address on file with your credit card company
How do I get coupons from the PureHerb?
You may provide us with your email address in create account page to make sure we have your information for upcoming promotions. Or check out our deals page for all current offers.
How do I redeem Coupons, Gift Cards and/or Healthy Awards on the website?
During the checkout process, you will be able to enter your coupon, gift card and/or Healthy Awards in the PAYMENT, PROMOTIONS AND AWARD section located in the Secure Checkout page before Review and Submit.
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Your Account
Do I need to set up an account to shop on the website?
If you want to buy products online, you do not have to create an account. However, you can browse the store and add products to the shopping cart and on the checkout page you can create an account or use your account on one of the social media platforms to create an account on PureHerb.
How do I "Sign out" of my account?
If you are using a public device, you will want to log off, or "Sign out" of your account, before you leave the computer. You'll be able to tell if you are signed in by the options you see in the upper-right navigation bar. If you are signed in: You will see your name in the upper-right navigation bar. If you hover over your name, the final option on the list will be 'sign out.' Click this option and you will be signed out. You can sign in and out at any time by clicking the portrait in the upper right by the search bar.
I’m locked out! How do I get back in?
Just click on forgot password and follow the instructions. Once you reset your password, your account will be unlocked. Or you can contact us via the Contact Us page or by WhatsApp message or a call at (0096898187722) and we will help you. Or you can log in with your phone number and OTP code
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Safe Online Shopping
What is your privacy policy?
e care about the privacy of our customers. Please read our entire Privacy and Security Policy.
Is my credit card information kept secure?
We have special technology called Secure Socket Layer (SSL) to prevent unauthorized people from intercepting your credit card information. Please read about credit card security to learn other ways to make your shopping experience more secure.
I don't wish to give my credit card information online. Are there other ways to order?
At The PureHerb.com, you can shop any way you want. If you don't wish to shop online, you may order by WhatsApp, phone or mail.
What kind of password do I need to set up an account?
To keep your info safe, make sure your password contains: At least one Upper Case letter and 1 lower case letter One number Eight or more characters
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Shopping Assistance
I don't wish to give my credit card information online. Are there other ways to order?
At The PureHerb.com, you can shop any way you want. If you don't wish to shop online, you may order by WhatsApp, phone or mail.
How can I order a product from PureHerb?
To facilitate our customers, we have provided several channels through which you can complete your request. You can complete your order through the website or through our applications available on the Google Play Store and the Apple App Store. You can also complete your order through WhatsApp (add the products you want to the shopping cart and when finished go to the shopping cart and share the link by pressing the share button and choose the appropriate means of communication "live chat - WhatsApp - Messenger - Email" to share the shopping cart link and a customer service representative will contact you to complete the order Important note: (Please send your first name - surname - phone number - email - country - governorate - city).
How do I search for a product on PureHerb?
You can search using our search box, which is located at the top of the page, you can search by product name, product number, product barcode, search by brand name, product type or category to which the product belongs, or search using any keyword of your choice. It is specifically designed to allow you to filter or narrow your searches based on a variety of criteria. You can search by brand, product type, or any keyword of your choice.
Where can I find detailed information on the nutritional facts and ingredients of a product?
you can click on the "Product Information" tab link in the particular product to view detailed nutrition and ingredient information. Although we do our best to update product data and information on a regular basis, but we have added a link to the manufacturers at the end of the product description. You can visit it if you want to refer to it for more information
A product I wish to buy is out of stock. Can I still order it?
You can only order the product if it is in stock. But you can log in and press the "Notify me" button on the product page. Then as soon as the product is in stock we will immediately ship your order and send it to you.
A product I wish to buy has been discontinued. What can I do?
We're sorry, but we are not able to order products that have been discontinued. You may try contacting the product manufacturer directly. Or you can contact us via the Contact Us page and we will try to help you
How do I place an order?
1) Add items to your cart by clicking the “Add to Cart” button displayed along with the product description. 2) When you have added all of the items you wish to purchase to your cart, click the Checkout button on either the shopping cart page or the top right corner of the page you are using. 3) Enter your billing, shipping and payment information as directed. 4) Confirm your order by clicking the “Submit Order” button at the bottom of the confirmation page. 5) There are some cases where you need to verify the phone number as an essential step (by sending an OTP code to the phone number you entered for you to type in the field provided for verification): - If you choose the payment method upon receipt. - In some shipping destinations (Countries) the phone number must be verified by sending an OTP code to your phone number that you entered for you to type in the field provided for verification. In the event that you encounter any problem during the execution of the order, you can contact us via direct chat, via WhatsApp message, or call (0096898187722) or the contact us page and we will help you.
Can I make changes to my order after I have submitted it?
We work hard to process orders as quickly as possible. Due to the speed of most of our shipments, so at a certain point we cannot make any changes once the order is placed. But you can visit the orders section in your account if you find the Cancel Order button is active, you can click on it to cancel the order, After canceling the order, you can place a new order with the products you want. but if the Cancel Order button is not active then you cannot cancel the order because the order has already been shipped, In this case, you cannot make any changes to your order. But you can contact us in order to be able to replace the products you want to exchange. You can contact us via direct chat, via WhatsApp message, or call (0096898187722) or the Contact Us page and we will help you.
Can I cancel my order once it has been submitted?
We work hard to process orders as quickly as possible. Due to the speed of most of our shipments, so at a certain point we cannot make any changes once the order is placed. But you can visit the orders section in your account if you find the Cancel Order button is active, you can click on it to cancel the order. but if the Cancel Order button is not active then you cannot cancel the order because the order has already been shipped, In this case, you cannot make any changes to your order. You can contact us via direct chat, via WhatsApp message, or call (0096898187722) or the Contact Us page and we will help you.
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Shipping
Where are you shipping my order from?
We are currently operating distribution centers in USA, UK and Oman, The location from which your order will be fulfilled and shipped depends on a number of factors including geographic proximity to your location as well as stock position for the product(s) that you ordered. Rest assured that no matter which location your order will ship from, we will provide the same level of care and urgency to ensure that your package arrives on time and in one piece.
Do you refrigerate products during shipping?
he products are kept in a temperature controlled environment in our warehouse facilities and we together with our shipping service providers make sure that they are shipped to you at an appropriate temperature during shipment.
How can I determine the exact shipping cost for my order?
The Shipping cost can only be obtained at the checkout page, After you select the shipping destination address.
I'm unable to submit an International Order with a different "ship-to" address than my own. What do I do?
In order to ensure the security of your account information, all international orders placed on the web must be sent to the billing address on file with your credit card company
What are your shipping options? How much does each cost, and how long will it take?
We are dealing with multiple shipping carriers, the shipping costs and delivery times may vary for different companies. When you place your order the shipping option will automatically default (standard) to the lowest cost option. If your address qualifies for other shipping options, you will be able to select the option of your choice.
My country is not listed in the shipping countries list, can I order from the PureHerb?
Yes, you can order. We have payment methods and shipping service providers that cover most countries of the world. For more information, you can contact us via direct chat, via WhatsApp message, or call (0096898187722) or the Contact Us page and we will provide you with assistance.
Will you notify me when my order has been shipped?
You will first receive an email confirming your order, and then another email notifying you when your order has been shipped.
Can I ship to an address other than my own billing address?
Yes. When you go through the order checkout process, you will be able to enter separate addresses for billing and shipping.
Can I ship to multiple addresses?
Yes really. You can select the option to ship to multiple destinations on the checkout page and choose which items to ship to each address.
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Communications Center
Once I opt in, what kind of messages will you send me?
1) SAVINGS ALERTS We’ll make sure you’re one of the first to know when we’ve got Flash Sales and special promotions that you don’t want to miss. 2) EASY REORDER We’ll be sending you reminders to restock some of your favorite products when we think you might be running low. These recommendations will be based on your past purchases. 3) We’ll be sending you an OTP for temporary Login in case you forgot your password. 4) We’ll be sending you an OTP for Verify phone number for shipping and delivery purposes
Is there a limit to how many messages should I expect monthly?
For promotional messages we will never send you promotional text messages more than 10 times per month.
How do I stop getting messages?
Super easy. Just text us back “Stop” and you’re opted out.
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