1.- PROCESSING TIME:
Orders will generally take one to two business days to ship, weekends and holidays will affect our guaranteed delivery time depending on the specific delivery service requested.

Priority will be given to orders that pay shipping.

Please note that we do not ship on weekends.

2.- GENERAL INFORMATION:
• Please verify your delivery address in order to prevent delays due to common errors on spelling, Apt #, suite # or invalid line entries. Once a package has departed our facility, we cannot make changes to the address.
• If tracking states “Delivered” and you cannot locate your package, we will follow courier protocols to report and file a claim under the assigned tracking number.
• Lost package claim investigations could take a few days, once we receive the final status from the courier and the lost package is confirmed, we will issue a refund or replacement whichever is more convenient.
• If a package is returned to the sender due to an error on address or any other circumstances, we will issue a refund minus the original cost of shipping.
• In certain residential addresses a package delivered by USPS might be assigned to a parcel locker if the package does not fit in your mailbox. Parcel Lockers are located at your community mail boxes. You would find a key in your mailbox with a locker number to retrieve your package.
• Estimated delivery date is displayed during checkout and is based on your shipping address. Monday through Friday delivery only.
• Military: This is the only shipping option available for APO, FPO, or DPO military mailing addresses. Delivery date is displayed during checkout. Monday through Friday delivery only.
• Expect your package to arrive with the following dimensions (measurements are in inches)

1 to 3 Products 60 cap (9x6x2) Poly Bubble Envelop Water-resistant and tear-proof.
16 Products 60 cap (8x8x4) Box
60 Products 60 cap (12x12x4) Box
108 Products 60 cap (12x12x12) Box
Any other combinations will be packed accordingly per case and additional packages if necessary.

3.- DOMESTIC SHIPPING:

• Shipping Time Frame

Shipment transit time is approximated based on courier history. However, there may be certain delays that might take additional time for packages to arrive such as: Weather, truck delays, invalid addresses, high volume of orders, we work hard to ensure packages are processed the following business day and depart our facility when courier pick up arrives.

• Expedited paid shipping

Please note that expedited orders received today will be processed the following business day.
Please take into consideration that we do not ship on weekends and transit time is accounted only for business days.

Scenario A: You place your order on a Friday, Saturday, or Sunday (Your Selected shipping service 1-Day) Package will depart on Monday and be delivered on Tuesday.

Scenario B: You place your order on a Thursday (Your Delivery time indicates 1-Day) Package will depart on Friday and delivery may take place on Saturday (Residential Address) or Monday (Residential or business address)

Scenario C: You place your order on Monday (Your selected Shipping Service-1 Day, 3 Day, UPS 2nd day, UPS 3 Day) Your order will depart on Tuesday.

• Returns

All Items returned to shipper are subject for refund minus original cost of shipping and restocking Fees. Please refer to our policy for each specific scenario. Customer is responsible for returning unwanted items. https://jenatural.com/privacy-policy

• To Cancel an order

Regrettably we are unable to cancel your order from our customer service department. Once your order has entered into our shipping process it cannot be modified or cancelled.

Currently your order might be in transit to the address provided at checkout.

In order to receive a refund, you may return the package on its original condition to our shipping department.

Once the package arrives in return, we will process a refund minus the original cost of shipping and restocking fees applicable to your order.

Returns must be made to:

JE Natural Shipping Department
7275 NW 68th St. Suite #5
Miami, FL 33166

Please ensure to include your order number in order to expedite the process.

Thank you for your comprehension

• USPS Claims

If tracking does not indicate movement or change of status after several days, we must allow up to 15 days to start a claim after the package departs our facility.

If tracking indicates delivery and you did not receive your package, we will initiate a claim with USPS following their policy 15 days after the package departed our facility.

Once we receive confirmation of the lost package from USPS we will proceed with replacement or refund.

Please take into consideration that if there was an address problem with your shipping information, we are not responsible for lost packages.

• UPS Claims

We can initiate a claim if tracking indicates any exceptions, please follow instructions on tracking as in certain cases packages might be available for pick up at UPS access points in your neighborhood. Or they might require additional information.

4- ORDERS WITH HIGH RISK:

In certain cases, our system might indicate your order has a potential fraud alert.
You will receive an email to confirm the following.
1. Picture ID matching the payment method
2. Picture of credit card matching your ID (Hiding the first digits, just showing the last 4 numbers for us to validate your name and credit card #).
3. Provide a screenshot of email confirmation sent to you when you placed the order.

We understand this is very personal information and we respect your privacy.

The goal is to protect your identity and prevent any fraudulent transactions.

If no answer is received on your behalf, we will refund your order approximately 5 Days of email notification.

5- INTERNATIONAL SHIPPING:

• International delivery times.

In general, packages arrive very quickly. In our experience, most packages reach customs in about 8 business days. Once your package has reached your government customs agency, it must undergo clearance inspections. We do our best to expedite this process by providing all required documentation, but we are unable to determine exactly how long your order will take through customs, most of the time packages are cleared within 8-10 business days for completion direct delivery or with the business partner if applicable. Unfortunately, there is nothing else we can do in this part of the process.

Feel free to contact us at info@jenatural.com if you think your package is taking a long time to arrive.

• Orders to SPAIN:

– Direct shipment via UPS Worldwide Economy DDP (18-22 Business Days)

Door to door follow-up. No additional fees, all duties and taxes included. Please note: the arrival times listed reflect the typical experience and may differ depending on border clearance.

When you place an order, the details are sent to our warehouses for shipment. As soon as the shipping label has been generated, you will receive an email with the tracking details. You can also view order tracking details in the Order Status section of our site.

Please note that it may take 3-8 business days (Monday through Friday) for the initial follow-up updates to appear.

This is because your order must go through a major shipping center before the online tracking system is updated. Almost all international packages we ship will go through an international sorting center before being shipped to the destination country. This is no cause for alarm if you see this information, your package will be leaving very soon, and the tracking will be updated again when it has reached your country’s customs agency for clearance inspections.

• Track orders in transit to SPAIN.

The package will go through UPS Worldwide to the distribution center. You can track it from the tracking number that was provided, that tracking number usually consists of numbers only.

Shipments may take time to reflect status in the tracking since UPS will deliver in Spain without using a business partner, that is, the tracking will always be the same from departure to arrival.

You can track your package from the following link

Click here> https://www.ups.com/track?loc=en_US&requester=ST/

Note Covid-19: delays may occur in your deliveries in Spain due to logistics that make it necessary to comply with the measures imposed for the management of Covid-19. In this sense, UPS can rely on local companies to meet demand. Although its tracking does not show movement in periods greater than a week, the package is in the hands of said company and in the process of transport. This implies a delay of up to 8 days in addition to the 22 business days indicated on our website. If after this period your order is not delivered, we appreciate contacting customer service to proceed with the refund of your money. Our priority is your satisfaction, and we regret the inconveniences that arise with the orders.

Scenario A. Incorrect address

If we detect an error in the delivery address due to the responsibility of the customer when placing the order, the product is destroyed and not returned to us. Reason for which, in compensation, we will refund 50% of the total value of the product and discount the other 50%, plus the costs of shipping and nationalization of the same.

Scenario B. Long time in transit

For cases in Spain, if after 30 business days its status is “In Transit” we will make a 100% refund, including the value of the product, shipping costs and nationalization of the same.
If the customer makes a claim for an order after 60 days of placing the order, the capacity for any type of solution, refund or replacement is lost.

Scenario C. You already have delivery attempts

In the case of Spain, after making more than one delivery attempt and in the system its status remains stagnant in “No Movement”, we will return 100 percent, including the value of the product, shipping costs and nationalization of the same. But, on the contrary, several delivery attempts have already been made, but the customer has not been to receive it and finally the product is returned to us. This will be destroyed, and we will be able to reimburse 100 percent of the value of the product, less the shipping and nationalization costs.

Scenario D. Trace shows delivered

If the tracking in the postal system shows that the order was “Delivered” but the customer claims that it was not received, we will do the necessary investigation to corroborate the information. If the error is confirmed, we will refund 100 percent including the value of the product, shipping costs and nationalization of the same. This option may be authorized only once per customer. If it becomes repetitive, it is at the discretion of the company to initiate legal action to prevent fraud in these orders.

Scenario E. Return of products in poor condition, unwanted or medical contraindications, etc.

If the product that arrives in Spain is in poor condition that can be verified, we will refund 100 percent including the value of the product, shipping costs and nationalization of the same.
If the case is that you no longer want the product, you have discovered medical contraindications, unfortunately our policies do not allow reimbursement, since before placing your order you must make sure that our products are according to your lifestyle.

Scenario F. Return package

Orders that appear as “Return Package” without delivery attempts will be destroyed and we will make a 100 percent refund, including the value of the product, shipping costs and nationalization of the same.

• Orders to CANADA AND THE UNITED KINGDOM:

– DHL (DDU) International Standard Shipping (delivery in 8-15 business days).

Door to door follow-up. Duties and taxes may be paid upon receipt and are the responsibility of the customer. Please note: the arrival times listed reflect the typical experience and may differ depending on border clearance.
You are responsible for the taxes and laws imposed by your country. You are responsible for knowing the import regulations for your country. The inability to collect the package from the foreign postal administration is the direct responsibility of the buyer. If the package is returned by the buyer, the buyer will be responsible for the shipping costs to and from the destination.

– DHL direct shipping (DDP) (delivery in 8-15 business days).

Door to door follow-up. No additional fees, all duties and taxes included. Please note: the arrival times listed reflect the typical experience and may differ depending on border clearance.

When you place an order, the details are sent to our warehouses for shipment. As soon as the shipping label has been generated, you will receive an email with the tracking details. You can also view order tracking details in the Order Status section of our site.

Please note that it may take 3-8 business days (Monday through Friday) for the initial follow-up updates to appear.

This is because your order must go through a major shipping center before the online tracking system is updated. Almost all international packages we ship will go through an international sorting center before being shipped to the destination country. This is no cause for alarm if you see this information, your package will be leaving very soon, and the tracking will be updated again when it has reached your country’s customs agency for clearance inspections.

– Track orders in transit to CANADA.

1. The package will go through DHL eCommerce to the distribution center. You can track it from the tracking number that was provided, that tracking number usually starts with the 2020 number.

2. Within the link of the route of your package, the information of the commercial partner assigned by DHL that will make the final delivery will appear on the right side of the monitor. There you can view your second tracking number to verify the final route of the package.

You can track your package from the following link

Click here> https://webtrack.dhlglobalmail.com/

– Track orders in transit to the UK.

1. The package will go through DHL eCommerce to the distribution center. You can track it from the tracking number that was provided, that tracking number usually starts with the 2020 number.

2. Once your package arrives in the UK, another tracking number will be assigned to you through YODEL for final delivery. Within the link of the route of your package on the DHL website, the information of the tracking number will appear on the right side of the monitor where you can enter and track the final route.

You can track your package from the following link

Click here> https://webtrack.dhlglobalmail.com/

• Shipments with problems:

In certain scenarios, orders may not be delivered due to common handling problems.

If the package indicates that it is returned to the sender, your order will be fully refunded if your address is correct.

If there is a discrepancy with your address, all shipping costs and restocking fees will apply to the refund.

Make sure to provide your address correctly accordingly.

• Returns

All Items returned to shipper are subject for refund minus original cost of shipping and restocking Fees. Please refer to our policy for each specific scenario. Customer is responsible for returning unwanted items. https://jenatural.com/privacy-policy

• To Cancel an order

Regrettably we are unable to cancel your order from our customer service department. Once your order has entered into our shipping process it cannot be modified or cancelled.

Currently your order might be in transit to the address provided at checkout.

In order to receive a refund, you may return the package on its original condition to our shipping department.

Once the package arrives in return, we will process a refund minus the original cost of shipping and restocking fees applicable to your order.

Returns must be made to:
JE Natural Shipping Department
7275 NW 68th St. Suite #5
Miami, FL 33166

Please ensure to include your order number in order to expedite the process.

Thank you for your comprehension.

CLAIM STATUS

If tracking indicates the package was delivered and the customer claims package did not arrive, we will initiate a claim process with the delivery company handling your package following their guidelines.

USPS – Claim must be filed after 15 days and before 60 days of mailing date.
UPS – Claim must be filed Immediately to initiate the investigation process.
FEDEX – Claim must be filed Immediately to initiate the investigation process.
Claim investigations could take from 30 to 40 days to obtain a resolution.

We will obtain a claim status from the delivery company in which will be the final answer to follow up with a refund, replacement or deny a claim.

Thank you for your comprehension.

7.-DISCLAIMER:

JE Natural is not responsible for deliveries made to:

• Freight Forwarder companies with Door-to-Door Service to other countries:

When you live in another country and forward your order to a business in which you will not be present to receive the package, you are at risk of the package being misplaced or not notified upon arrival.

If tracking indicates the package was “Delivered” we are not responsible for lost or misplaced packages.

• Second or Third-Party Shipments: Receiver’s name is not the same as the buyer

When placing an order to be delivered to an address that you will not be present, or you have asked someone to receive the package for you using their name.

If tracking indicates the package was “Delivered” we are not responsible for lost or misplaced packages.

• Commercial Addresses

When placing an order to be delivered to a commercial address, your package might be received by another person working or performing other tasks on site. Therefore, we are not responsible for the loss of misplaced packages.

• Hotels / Vacation / Temporary Visits

When placing orders to hotels we suggest contacting them before you place the order to ensure they will be able to receive and notify you. We are not responsible for delays in transit as they may occur in certain scenarios.

• Address Problems

Please ensure you provide an accurate address for delivery before checking out. We are not responsible for missing data such as:

Apt, Unit, Suite number, misspelled Street or Avenues, Incorrect Address Format.

We will attempt to correct any information you notify, but please be aware that once you check out, your order is placed on a shipment process to ensure it gets delivered in a timely manner and there is a chance that we cannot make the changes before it has departed the shipping facility.

CONTACT US

If you have any questions about this Shipping & Delivery, please contact us:
• By email: info@jenatural.com