First Step: Contact the Carrier
If your tracking shows 'Order Returned', it usually means the package is temporarily back with the carrier (at their local warehouse) for storage, another delivery attempt, or customer pickup.
- Action: Contact the carrier directly first to find out the specific reason and arrange redelivery or pickup if possible.
Next Steps & Refunds
The outcome depends on your location and whether the order makes it back to iHerb:
- For US Customers:
- If the order is successfully sent back to iHerb and processed, we will automatically issue a refund for the returned items and notify you by email.
- For International Customers (Outside the US):
- Important: Many international carriers do not return packages to iHerb. Refused or unclaimed orders are often held temporarily by the carrier and then disposed of. Disposed orders are not eligible for refunds.
- In the less common event that an international order is successfully returned to iHerb and processed, we will issue a refund. This refund amount may be lower than your original payment due to deductions for original shipping costs and any return fees charged by the carrier (like postage, handling, storage).
Common Reasons for Returns
- Undeliverable Address: Incorrect or incomplete address, no safe place to leave the package, or no one available to receive it.
- Incorrect Phone Number: Needed for delivery coordination.
- Customer Refused Delivery: No refunds may be granted for this.
- Unclaimed at Pick-Up Point: Order wasn't collected in time.
- Missing SMS Code? If your order is at the pick-up point but you didn't get the access code, contact the carrier for it.
- Customs Issues: Refusal to pay fees, missing documents, or customs rejection.
- Important Customs Note: If customs refuses an order, or required fees or duties are not paid, customs authorities may dispose of the package. iHerb is not responsible for compensation in these cases.