Delivery Issues

Please pay special attention to this section, as it outlines limitations of our liability & clearly defines what we will do in the case of a delivery exception.

Re-send policy

The "One free seizure re-send policy" requires ALL of the following conditions met:

Seized Parcel Insurance is VOID if any of the following conditions apply:

  • Customer did not ship their order via EMS/ RR.
  • The customer can’t or wont provide a seizure notice or inspection letter from their customs office.
  • Items were lost or damaged in transit – this is the responsibility of the postal service.
  • You declined to sign for a parcel, pick up a parcel waiting for collection at your local postal depot, used a fake name or address and can’t collect it form the relevant postal depot.
  • The item/s are resend/replacement for a seized item/s.
  • Customer chose to have the products properly labelled instead of stealth packaging.

Free resends will not include promotional / freebie / sample products.

Seized Parcel or Seized Items

Parcel completely or partially seized by customs? Here's what to do:

  • Case 1: You only receive a seizure letter.
    Send us a photo of your customs seizure letter.
  • Case 2: You receive the parcel, but some or all contents removed with seizure letter inside.
    Send us photos of your customs seizure letter, inside and outside of the parcel, and any customs markings present.

**We will reach out to your country's customs enforcement to validate the authenticity of the seizure letter. No personal information will be disseminated during this process. Assuming it's real (we've seen several fake/photoshopped attempts over the years),  a resend will be shipped out to you within 7 working days.

Resend Policy Limitation:
Resends will only be granted for orders placed via EMS and RR mail with proof of seizure.
ONLY ONE RESEND PER PARCEL - In the event a subsequent resend is required, you'll need to pay, but we will offer a 40% discount on the items seized.

Missing, stolen, or otherwise lost parcel

Due to the global pandemic and subsequent lack of international flights a resend or reshipment after a set time period is no longer applicable. Parcels will be shipped and tracking numbers provided as usual but the length of delivery can no longer be determined by us or altered by us. The tracking screen will show your parcel as having entered the system - trackable and simply waiting for flights out of the country. Please be patient during these unexpected and unknown times.

Updated 4th April 2022 - due to the sudden closure of the San Francisco Office Of Exchange, USPS have temporarily halted receiving mail to the destination states serviced by this office until they can counter the capacity issues.  Parcels shipped prior to the date of notification (see home page Shipping Warning top left) are not subject to a free  resend since this situation does not fall into a class of missing, lost or stollen items. The situation is temporary, the fault of USPS and will resolve it's self soon.  

 

Parcel held by customs, customs requesting information to allow clearance.

In some cases, mostly in the EU, customs could hold the items for further inspection. They will send a letter asking for more information regarding the products you are trying to import. This case does not qualify as a seized order. If they require a copy of the invoice then IA Superpharma will supply you with a copy. This is always to do with Tax, they will want you to pay some import duty.

It is the customer’s responsibility to generate any additional documents requested by customs to be able to claim the items, in any way necessary. If you can not generate this information (such as a purchase receipt, billing statement, email history etc) IA Superpharma will not resend nor refund your order in such cases.

Parcels to the EU and Middle East are often stopped for inspection due to a requirement to comply with import tax, also known as DUTY. You will need to comply with their requests and supply them with the EMS parcel receipt photo/invoice (we send this to you) and fill in their form for successful release of goods. If you do not comply with their requirements, the parcel may be seized. In this event IA Superpharma will not offer a free resend since it was you that choose to abandon the item.

Parcel "Returned to Sender"

On the rare occasion that a parcel is returned to us by the destination's postal service, it's usually due to any of the following reasons:

  • Customer using a fake name.
  • Could not or would not sign for parcel delivery.
  • Could not or would not collect it from their local postal depot after a missed delivery attempt.
  • Parcel was returned by the receiving countries FDA for non compliance to import product standards (FDA packaging and customs tax regulations in any given country can change at any time without prior notice). Explained further below.

We encourage you to use a real name at all times or at the very least, have a fake ID in the name you’re going to use. As a minimum you need to check the tracking to establish the delivery day and time and be there to physically receive it. All international mail requires a signature upon delivery/collection so if you can’t sign for it, the chances are you wont be able to get it – however if someone is at the residence to open the door to the mail man, they may waive the ID requirement.

When a parcel reaches the country of destination, the named recipient on the parcel has sole authority to organize a re-delivery or collection. IA Superpharma cannot intervene or redirect the parcel. If you ordered using a fake name, you don’t have the authority to intervene either.

Any parcel returned to us will need to be received by us physically prior to us re-sending the parcel back to you. We do not and will not reship a parcel until the original parcel has been delivered back to us.

The reason for this is simple: Your postal carrier will return the parcel to us via the slowest, cheapest option (not tracked) in order to minimize their cost - it is your carrier decides this, and we have no say in the matter. Therefore, because the returned mail is untraceable, has no tracking number and cannot be located on any tracking system, we will wait until the parcel is in our possession before re-sending it to you.

When we are in possession of said parcel, we will assess the reason for its return, and will resend the parcel contents to you again at any address of your choosing providing you pay the $50 EMS postage fee. IA Superpharma will at no point be liable for any expense due to your negligence and will not change or alter its policies to suit the demands of an individual.

If the parcel was returned to us because IA Superpharma made an error in the delivery address, then naturally the postage costs will be waived and the parcel reshipped to you with our sincerest apologies.

For status updates on the location of the returned parcel please contact your national postal service provider.

Missing items

In the rare event that IA Superpharma forgot to send part of your order, we will send the missing item/s at no cost to the customer, provided that the issue was communicated to us within 72 hours of when the parcel was marked as Delivered on the courier website. We take photographs of all orders prior to dispatch so we have proof that an order was packed correctly.

Damaged Items / Parcel

IA Superpharma will not replace damaged/broken products incurred by the shipping and handling of postal services, sorting services or miss-handling. 

Store credit + domestic resend

Store credit cannot be issued in place of resend/ replacement for seized orders. We also do not allow resend/ replacement to be shipped from any of our domestic/ local partners such as IA USA-lite. All resend/replacements will be handle and will come from INTERNATIONAL