Help FAQs

Has my order been shipped?

You can monitor the status of your order in your account: Go to My Account. Log in and click “Orders”. Your status will update to “Completed” once your package has been shipped.

How long does it take before an item is shipped?

We do our best to ship your products within 1-2 business days. On bank holidays it may take more time then usual. In such cases you will recieve a notification with information when your poduct is expected to be shipped. Please see Shipment policy.

How long will it take to receive my order?

For shipments within the United States, the estimated transit time for the shipment is 2-4 business days.

For shipments outside the United States, the shipment takes 20 days with the postal service. We can also send your order via express courier. It will take 5-7 business days.

How do I change quantities or cancel an item in my order?

In case you have not yet paid for the order: Go to CART (at upper right corner of the screen). All the ordered items are listed there. You can change quantities by changing the number in quantity box. To delete an item, simply press the X-like figure next to the product you want to delete. Please do not forget to update the shopping bag after that.

In case you have already paid for the order: If the status of the order is still „Pending“ you can contact us and request a change. The appropriate steps will be taken.

My order never arrived.

For shipments within the United States, please, allow up to 7 business days.

Please allow up to 20 working days for delivery in Europe.

Upon your notice we will start a short investigation to determine where the goods currently are. Most often those are misrouted and arrive latter at your address. In case we are not able to locate the goods, we will ship the ordered products to your address once again.

An item is missing from my shipment. I received the wrong item.

Please contact us and describe your case.

The product appears damaged or defective.

Please contact us and describe your case. We’ll be happy to replace your product.

How can I know VemoHerb products are top quality?

VEMO 99 Ltd’s production process is in line with all regulatory requirements. Our products have been registered and approved in compliance with the regulations in each individual state. The company undergoes regular inspections by the respective government and certification authorities and meets global level quality standards. VEMO 99 Ltd is an ISO 9001-2015; ISO 22002-1:2011; HACCP; GMP; GMP+; HALAL; and KOSHER certified company.

We can send a copy of our certificates per your request.

We perform laboratory analyses of each dry herbal extract we apply in the end forms and we can issue a certificate of analysis for each product per your request. Please see Quality & Guarantee Policy.

What payment methods do you accept? Payment security.

You can pay via credit or a debit card authorised for online transactions or PayPal.

Payment method PayPal (Free, no additional charges): You need a registration with PayPal: https://www.paypal.com/webapps/mpp/make-online-payments You do not have to use a credit card. You can transfer money directly from your bank account. If you use a credit card, we do not see your card number. It’s safely encrypted through PayPal’s server to help minimize any risk of unauthorized use.

WE DO NOT KEEP YOUR CREDIT CARD INFORMATION. You are requested to enter your credit card details each time you shop our products.

Are there any additional charges?

No.

During payment my window freezes in blank screen and the payment is not completed 3D Secure verification

Many credit cards nowadays have 3D Secure verification. That is an additional secure code that you have to enter in a pop up screen during the payment process (If you do not know what is your code you have to contact your bank that issued the credit card). It seems that your credit card also requires such kind of additional verification and perhaps your browser is blocking the pop-up window that asks for the verification. That’s why your windows freezes in blank screen and you do not know what should be your next steps. You can try to open our website and pay in different internet browser program (IE, Chrome, Mozilla) or to enable the pop-ups in your current browser.

How do I update my account information?

Go to My Account and log in. There you can update your address and other account information.

How do I use a discount?

We, at VemoHerb always support our customers and followers. Please see Discounts page.

How will I receive confirmation of my order?

You will receive an email containing a description of your order from our automatic mail system.

Can I have the items shipped to an address that is different from the billing address?

Yes. In your Account address information you have 2 addresses: Shipment and Billing address which can be different.

I’ve forgotten the password to my account. What can I do?

Go to My Account (upper right corner of the screen). Below the sign-in panel, press „Lost Password?“ then enter your email address that you used to register with VemoHerb. You will receive a link to change your password on that email.

What is your return policy? How do I return my product?

Please see Return policy.