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faq.html


FAQs

How much will my shipping charges be?

We ship most orders by UPS and offer a flat shipping charge of just $6.50 for ground delivery*. However, we do offer faster shipping options that may reflect extra shipping costs.

* Orders that contain drinks and or heavy weight quantities will be charged actual shipping charges based on weight. A quote will be sent to you via e-mail for your approval before shipment. We will cancel your order if approval is not accepted for additional shipping charges within 24 hours.

Shipment within the 48 continental United States are eligible for the standard delivery charge of just $6.50. UPS Next Day Air, 2nd Day Air and 3 Day are also available to the continental States. Charges for next Day Air are about $30.00, $15.00 for 2nd Day Air and $9.00 for UPS 3 day. These are estimates that give us approval to ship your order out as soon as possible. If the actual shipping charges are less, you will be billed the exact amount only. If the shipping charges are more than the estimate we will contact you via email.

Deliveries to Alaska and Hawaii will be sent via U.S. Postal Service's Priority Mail. You will be charged the actual shipping charge plus insurance. The minimum charge is $9.50.

All military deliveries (APO and FPO addresses) will be shipped by U.S. Postal Service's Priority Mail. You will be billed actual shipping charges plus any insurance fees. We will contact you via email for approval.

Is it safe to use my credit card?

Absolutely. We have taken every precaution to make your transactions secure. When visitors supply sensitive personal information – e.g. credit card numbers - to the company via our web site, that information is protected with the best encryption software in the industry coupled with a secured certificate (provided by Verisign), a secure sockets layer (SSL). However, if you prefer, we also offer you the option of submitting your order by calling us at 1-800-830-5877 anytime or faxing it to 1-307-587-1142.

How do I pay for my order?

We accept Visa, MasterCard, and American Express. We also accept checks and money orders. Orders paid by check will usually not be processed until the funds have been verified. At this time we do not accept electronic checks or cod's. Orders paid by money order are sent upon receipt of payment. If you are sending a money order or check, please make it payable to: The Natural Web Store

Our mailing address is:

The Natural Web Store
1701 Stampede Ave.
Cody, WY 82414

International orders?

We prefer international orders be prepaid by wire transfer. Wire transfers are charged an additional $20.00 US international service charge. All packages will be sent US Global Express Mail. Rates vary depending on the weight. Customers take all responsibility for the cost incurred in delivery including freight and insurance. Do not order items that are illegal to import to your country. It is your responsibility to check with you Customs office to see if you country permits shipment of the products you order into your country. If a package is seized by Customs for any reason and we do not receive it back, we will not issue you a refund. If returned to us in perfect condition after being seized by customs, we will credit you the cost of the products less shipping, or any charges incurred, including custom charges.

Do packages ship out on Saturday or Sunday?

No. Packages are only shipped on weekdays. Orders placed Saturday and Sunday are shipped on Monday. Orders placed after the cutoff time on Friday will be shipped on Monday.

Is there a cut off time for orders to ship the same day?

Yes. Orders placed after 3:00 pm central time, 4:00 pm eastern standard time and 1:00 pm pacific standard time are shipped the next business day.

How do I estimate Next day, 2 Day and 3 Day Ups delivery days?

  • Next day is delivered on the next business day after the orders has shipped
  • 2 Day is 2 business days after the order has shipped.
  • 3 Day is 3 business days after the order has shipped.

Note: Weekends and holidays do not count as UPS shipping/business days.

Here are a couple of delivery time examples:

UPS business days are: Monday, Tuesday, Wednesday, Thursday & Friday

  • If your delivery day falls on a holiday your package should be delivered on the next UPS working day.
  • 2 day package shipped on Monday should be delivered on Wednesday.
  • 3 day package shipped on Monday would be delivered on Thursday.
  • 3 day package shipped on Wednesday would be delivered on Monday.

Can I track my order online?

At this time we do not have the tracking portion of our site up yet.

Do you protect against credit card fraud?

Yes. All internet orders are verified by the card holder's address. If the name and address you enter do not match the name and address that the credit card company has for that credit card account, the order will be canceled. If your billing address is a P.O. Box then we can ship your order to your home address or your work address but we will require a signature when the package is delivered. Also, any order that has an invalid email address will not be shipped. Please make sure you enter a valid email address. We check for stolen and fraudulently used credit cards.

When using your credit card make sure:

  • Your Credit Card Is Valid
  • The Credit Card Is Activated
  • You Know Your Billing Address ( the Address Your Credit Card Is Registered To)

Do you accept automatic Check Debits?

No. However, we do accept ATM/Check cards displaying the Visa or MasterCard symbol. They function similarly to a credit card but deduct the money directly from your checking account.

Do you need my credit card number every time I call?

Yes. For security purposes, we need to confirm your card number and expiration date every time you order.

When do I get my back ordered items?

We regularly stock every item that we carry and we make every attempt to maintain our inventory. However, occasionally we may run out of certain products. When this does happen we will contact you via e-mail and give you the choice of canceling the out of stock items or holding the shipment until your entire order is available.

If I receive a damaged or incorrect item, how do I get this resolved?

Merchandise that arrives damaged during shipment or any errors on your order must be reported to us with in 24 hours. Please keep all packaging as we must call the shipping company for a visual inspection of products and the box(s). We will then issue you credit for the amount of any confirmed damage and or errors. Please click on Contact Us.

I received my order and I'm missing an item.

First, make sure the missing item is on the receipt enclosed in the package. If the missing product is small, empty all the packing material to be sure the item is not hidden. If you still cannot locate the item, contact us and we will immediately ship a replacement at no cost to you. Since every ordered is electronically scanned before shipping, it is very easy to confirm missing items. You may request a credit or refund. Please contact us by email at info@naturalwebstore.com. Be sure to include your name, zip code, invoice number and a brief description (including item number) of the missing product.

How do I return an item?

You must contact us for a return authorization number prior to returning any products. Merchandise must be returned at your expense and products must be unopened and in perfect condition to receive credit. If we sell nutrition bars or drinks in a full case, they must be returned in a full case. The return authorization number must be clearly marked on the outside of the package. A full credit will be issued for unopened products that are returned with in 15 days of your receipt of shipment. A 25% restocking fee will be charged for products returned after 15 days. No returns after 30 days.

Why don't you accept returns on certain items?

There are some manufacturers who do not take returns from any reseller. As a result, we must either raise our prices for this manufacturer's products or keep our prices low and not accept returns. The other exception applies to all bars. Taste is very personal and certain nutritious bars will never taste like a candy bar. Also no returns on nutritional bars, candy or products that are perishable or need refrigeration. Unfortunately we cannot be held responsible for soft or melted bars shipped during the summer months.

I have a certain medical condition. What do you recommend for it?

Unfortunately, we can't recommend any product for a medical condition or disease. We suggest you contact your doctor or health care provider for recommendations.

There is a product I've purchased from you before, but I don't see it listed now. Do you still carry it?

If we carried an item in the past, it's quite possible that we still have it in stock. Please email us. We will search our database for you. If the item has been discontinued, we may be able to suggest an equally good substitute.

Are you going to carry a new product I've heard about?

Typically, we try to carry the latest products available. This is especially true when we already carry a particular manufacturer's line. Many times a manufacturer will advertise a product many months before they begin shipping it to us. We typically won't put these items into our web site until they are in-stock. If you email us with specific requests, we'll make sure our buyers review them. There are times however, when a product is sold only through one source. We can usually recommend a substitute at substantially lower prices.

Do you have product guarantees?

The Natural Web Store is not responsible for any health or fitness claims, any or general or specific guarantees made by manufacturers of any product. Do not use information contained in this site to treat or diagnose a health problem. Consult with a health care professional before starting any diet, exercise or supplementation program. All information about each product is taken from the labels of products or advertising material. Please read all product labels carefully.

Do you have questions we didn't answer?

If you have additional questions, please email us. We would like to hear your thoughts and suggestions on how we can make our site more helpful for you.



 
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