FAQ & Rules
Policy v4.11 - effective starting January 15th, 2019

IMPORTANT:

By submitting an order to our store, you certify your agreement with all policies set forth in this FAQ, and also accept our Terms and Conditions. Please click through the sections and read through everything to avoid any disappointment at a later date. We will hold you to this!

Click a box below to learn more.

General Info

IA Superpharma? Are they Legit? Can I trust them?

YES! – IA Superpharma started operation in 2009 and has grown significantly in that time. IA Superpharma is the underground arm of our above-ground generic medicines manufacturing company operating under license as an FDA accredited BFAD certified generics medicines manufacturer in the Far East. IA Superpharma manufactures its products in accordance with BFAD regulations. IA Superpharma products are made in the same laboratory, using the same equipment, materials and processes used to produce our ‘above ground’ pharmaceutical products.

Why do you have more products than other online stores, and why are you so much cheaper?

IA Superpharma’s above ground counterpart is a commercially licensed manufacturer of legitimate pharmaceuticals, however, we use this as a cover to manufacture the IA Superpharma range. Because we are commercially licensed, we have unlimited access to all hormones, prohormones, peptides and associated medicines and ancillary products. Due to our purchasing power, we are able to command low price points for these raw materials from our suppliers. Since we do not buy from the ‘black market' or operate a conventional UGDL (underground domestic laboratory) we don’t pay the fixed prices that the kitchen cooks pay and we don’t look to make high short-term profits from selling low-grade steroids for the fear of being busted. In addition, since we operate from within Asia the operational overheads are far lower than in say the USA or Australia and so we can pass on these savings through lower priced products to our customers.

Where are you based?

IA SuperPharma is based in Asia.

Operating Hours:

  • Monday to Saturday
  • THL: 7am to 5pm
  • USA: 6pm to 4am
  • Sunday: Priority servicing only. Given the time differences and geographical location, IA Superpharma aims to provide customer support through the 24-hour day. However, please be mindful that in some instances a delay of several hours can be experienced between sending a query/order and receiving a reply.
How can I contact IA Superpharma ?

You can contact IA Superpharma at any time of day via our contact form.

Ordering

How do I change my order?

All orders can be changed, so long as we have not yet shipped said order.
If you have not yet paid, simply cancel your order and place a new one.
If you have already paid for your order, but need to change something (e.g. update shipping address, add or remove products) reply to us on your payment ticket and we can make the necessary changes.

How could I know the status of my order?

By logging into your account and reviewing the following information:

  • Pending Order: Awaiting payment
  • Processing: Payment is noted or received. Preparing for shipment.
  • Complete: Order has been shipped and updated with tracking number.
How much is the minimum order?

Our International site has no minimum order, however for small orders we charge a $50 shipping and handling fee.

Our domestic sites may have different terms. Please check with them before ordering.

It’s my first time ordering with you guys, can I get free stuff and products to try before I buy?

The answer unfortunately is no. We get asked this question a lot and we often wonder what other online companies do you know that ship free products at their expense to potential customers before they buy? So please don’t ask for free gear because refusal often offends...

Discounts for pro competitors, or mass bulk orders?

Pro Competitors: IA Superpharma only sponsors top-level athletes. You would already need to be a Pro Card holder to be eligible for consideration.

General Public: WARLORD and BANGBANG coupon code offers are posted to the front page of our sites. These may change at any time.

Mass/Bulk Order Discounts: Individual orders over $5,000 are eligible for distributor pricing. See our distributor page for details.

Can you give me a pricelist of your anabolic steroid products in my local currency?

No. IA SuperPharma only retails, trades and accepts payments in USD (USD $). All prices shown are in US dollars (USD $).

What is the best product for me? What should I be taking? My mate said I should use this like that, what do you recommend?

IA Superpharma has provided standard safe and effective dosages for every product (on the product page). We do not give individual advice as to what and how a customer should use or give personalized cycle advice simply because you may not like or benefit from the products we advise. IA Superpharma encourages customers to do their own research based on their goals, body type, and health conditions before deciding on which product/s to get and how to use them. We do not support ‘bro science’. For these reasons IA Superpharma advises you to study the compounds you intend to use extensively so you make an informed choice that’s personally successful for you and ultimately get maximum results from what you chose.

IA Superpharma advises you to consult with a physician prior to ordering or using our products.

Do you have a remailer or distributor in my country? Can they send it to me? Can my seized international order be resent from your domestic shipper?

No, No and No. We have no need or use for third parties or agents in our operation. Remailers and distributors are the number 1 cause for law enforcement raids on domestic customers because their remailer or distributor was busted and made to work with the police to provide names addresses and ‘give up’ information on the customers they supply and the UGL they work for.

If you ordered from the international website and your order was seized at customs then your free seizure resend will be shipped to you internationally. Domestic operations are not responsible for replacing internationally ordered product as they operate as franchise arms of IA Superpharma.

Payments

All product prices are in US DOLLARS (USD) unless otherwise noted.

What payment methods can I use?

INTERNATIONAL BANK TO BANK WIRE TRANSFER - AVAILABLE ONLY TO TRUSTED CUSTOMERS

Slowest but most secure form of international transfer for international customers wanting to send money from their bank account to our bank account. This will be done via your bank. Transfer fees will be paid by the customer. International Wire Transfer can take up to 5 banking days to clear in our account. The order will be sent after it is received in our bank account. Please take great care to enter the correct name and account numbers, a single mistake will result in the SWIFT clearing bank in Switzerland returning the transfer to you. The name and account details must be an EXACT match for our bank to accept the deposit to the account.

WESTERN UNION BANK DEPOSIT

Takes up to 5 days to clear into our bank accounts. It is recommended that customers go to an actual Western Union counter to do the transfer instead of doing it online or via the app. All Western Union transfers should be in US Dollars (USD) and not converted to Philippine Peso. Western Union transfers converted to Philippine Pesos will not be accepted and your order will not be processed. Detailed instructions will be provided to the customer to ensure that transfers will be in US Dollars.

MONEYGRAM / WESTERN UNION / WORLD REMIT: CASH PICKUP

Reasonably fast method of payment, but please allow up to 5 working days (not holidays, not weekends) for us to pick up and confirm receipt of your transaction (remember we are 12 hours ahead of the USA). This method ONLY WORKS if you go to an actual Western Union/MoneyGram/WorldRemit agent counter to do the transfer. It will not work online or via the app - many have tried. All transfers should be sent in / converted to US Dollars (USD). Do not send in any other currency. Transactions sent in any other currency cannot be accepted and your order will not be processed. We will send you detailed payment instructions at time of payment.

BITCOIN

Best and fastest method but due to fluctuating Bitcoin exchange rates, please make sure that you will be sending the correct Bitcoin amount corresponding to your US Dollar payment total at the time of transfer. You are responsible for paying any transaction fees / mining fees. We will not process orders that are not paid in full. During the payment process, you will be asked to send a photo showing the Bitcoin amount and equivalent US Dollar amount sent with the transaction ID. It is the customer’s responsibility to research how to use Bitcoin.

LOCAL BANK DEPOSIT

For customers in the Philippines only, shipping is free. After placing your order, we will contact you with local payment options as appropriate, and total amount to be paid in Philippine Peso (PHP).

*All applicable money transfer charges,  transaction fees, cryptocurrency mining fees etc will be shouldered by the customer. If you have additional questions before placing an order, view our FAQs or contact us.

Do you do meet-ups or COD?

NO

Can I pay using my credit card?

No, we do not accept credit cards, debit cards, paypal or any other method thats easy for the police to find you....

Can I pay via PayPal?

No. Remember the police thing..?

Can I pay via Western Union (WU), Moneygram, or WorldRemit?

Yes.

*All money transfer charges and fees will be shouldered by the customer. If you have additional questions before placing an order, view our FAQs or contact us.

Do you have a payment cut-off?

Payments for orders received on a Friday afternoon will not be processed until the following Tuesday.

Orders paid before 1 PM (GMT+8) will be shipped within 5 working days.

Can I use my store credit to purchase special offers, promotions or discounts?

Unfortunately not. Store credit only applies to standard RRP products and pricing.

Shipping Policy

Due to both increased parcel volume at Central Manila Mail Exchange and our geographical location, please anticipate occasional mail delays.

Products may be dispatched in several parcels in padded envelopes using a discreet format, and/or stealth packaging from several IA operations in 2 different countries. IA Superpharma ensures that all packages are shipped with maximum discretion and are prepared with the utmost care and precaution, specifically to minimize parcel seizure and detection rates. IA Superpharma takes great care to ensure the highest possibility of successful delivery of your packages, and as such IA Superpharma prefers to use International Express Mail Service (EMS) as delivery courier of choice.

Places we ship to

IA Superpharma will ship to any country, subject to our disclaimer policyshipping policy and stealth shipping policy.

Delivery Time and Delays

Please note there are several situations that can cause delivery delays. An international shipment normally passes through the local and national postal service in the country of origin, exportation, shipment transfer through ports of exit, transit to destination country with international postal service, importation in destination country (customs clearance), and the local and national postal service in the destination country, etc. Each step has an impact on the delivery time. Even if the majority of these steps are successfully executed in a timely manner, inefficiency or temporary inactivity during any step in between is enough to extend delivery time over the usual time frame. Holidays are another factor that can cause delays. IA Superpharma accepts no responsibility for delays caused by factors that are not under our control. IA Superpharma will ship your order within 5 business days after we confirm your payment has cleared.

Parcel Tracking and Proof of Delivery

IA Superpharma uses the tracking system operated by the government mail service in the country of destination to track and provide proof that a parcel has been delivered. IA Superpharma uses the information displayed by these systems to validate a successful delivery. When the tracking screen shows 'delivered', 'received by' etc then it is deemed to be so. Proof of delivery can be obtained from any EMS tracking system by email, and if requested they provide us with a scanned copy of the original signed delivery receipt for dispute resolution.

No matter which country you are in you can track your parcel at any time using these popular tracking sites:

For tracking information specific to your country then please track it on your countries national postal service provider such as:

Couriers we use

Express Mail Service (EMS)

  • Delivery time: 8 to 20 business days.
  • Delivery Signature Required: YES.
  • Online Tracking Provided.
  • Most countries are eligible for EMS service.  View EMS eligible countries

Registered Airmail:

  • Delivery Time: 21 to 50 business days.
  • Delivery Signature Required: Usually NO.
  • Tracking number will be provided, but parcels can't be reliably tracked online.
  • No resend for seized/lost orders.
    Because there is no independently verifiable proof (tracking) of seizure with this method, some previous customers horned up at the idea of abusing the policy to get extra gear. Awesome, #thisiswhywecanthavenicethings. As a result, orders are only eligible for seizure resend if they're shipped via EMS. If you're worried about this, send to a location that supports EMS delivery.

Local Shipping:

  • For local customers, courier shipping will be arranged.
Shipping Cost

Free Shipping is available when you apply either WARLORD or BANGBANG codes to your order.
These coupons require a minimum cart total to use (see front page).

If you're interested in a small 'test' order, and don't want to spend the minimum to use the coupons, no problem. Shipping costs for small orders is fixed at $50USD. This covers the average cost of shipping 0-500g anywhere in the world with EMS.

What is your shipping schedule?

We ship Monday to Friday. All orders are shipped within 5 working days after we confirm clearance of your payment.

Can you ship my order ASAP?

Unless there are circumstances beyond our control, we will aim to ship your order within 5 working days of receiving order payment.  Contact us directly to see if we can move your order to priority shipping status.

Limitation of Liability / Customer Responsibility

Please note the following:

  • We do not control parcel delivery.
  • You are responsible for providing the correct delivery address and receiver name. We will NOT make corrections to your information. What you type is what goes on the shipping label!
  • Any parcel deliverability issues due to address error, fake receiver name, etc. are your sole responsibility.
  • We cannot change the name or address details once the parcel has been shipped, as we don't have the authority to correct it with the carrier.
  • "special delivery instructions" are subject to limitations of your local mail courier. IA Superpharma will not be held responsible for any deviations or incorrect interpretation of such instructions by your courier.
  • We cannot pass any instructions to your mailman after your parcel has shipped.

LEGAL REQUIREMENTS

We (IA Superpharma) accept no responsibility for confirming the import requirements, regulations, and restrictions as defined by your country's government. Furthermore, we will not be held accountable for legal action that might be brought against you as a result of ordering from this store. You assume full exclusive responsibility and risk for all orders you place with us. In addition, communication requirements to and from your government, customs and postal agencies are also your sole responsibility.

Stealth Shipping

Due to advancements in customs inspection technology, we have classified certain shipping destinations as Stealth Shipping Only. This means ALL orders shipped to these destinations will be repackaged with the sole intention of avoiding customs detection and inspection.

High-Risk Destinations

This list is not all-inclusive. We reserve the right to update this list at any time.

  • Australia
  • New Zealand
  • Most European countries
  • United Kingdom
  • USA States:
    • California
    • Arizona
    • Texas
    • Hawaii

In order to get your parcel to clear customs, we employ various strategies, some of which may include (not limited to):

  • misdeclared goods
  • alternate descriptions
  • hidden inside consumer items
  • labels changed to comply with import requirements of destination
  • packaged as cosmetics sets in plastic and glass bottles
  • foil sachets
  • toys
  • machine oils
  • organic oils
  • moisturisers
  • lubricants
  • industrial tooling
  • electronics sets
  • cooking sets

This ‘art of misdirection’ is a continually refined methodology that puts us a step ahead of customs detection methods. As a result,  we've enjoyed exceptional customs clearance rates over the past 10 years.

All stealth packaging is purposefully made & selected for safe passage through any customs inspection. All packaging is 100% sterile, and it's safe to use your product directly from the stealth container it arrives in (see how to use oil from a stealth bottle).

Stealth for Peptides

Because peptides must ship as lyophilized powder in a sterile glass vial, it is more costly to ship them via stealth shipping, namely due to stricter quantity limitations and additional diversion required to mask the contents of the parcel. Vial labels as shown on this site will NOT be included for obvious reasons. If you order more than one type of peptide product, you can identify what's in the vial by comparing the number on the vial with the number on the product code page (scroll down to peptides).

Peptides will ship directly from Philippines or China, subject to per-parcel quantity limitations recommended by our packing team at the time we process your order. Keep in mind, an additional fixed shipping fee will apply to all stealth shipments of peptide vials.

Stealth Shipping Opt-Out

If you absolutely must have retail packaging (as displayed on this site), you may "opt out" of stealth shipping by stating your request in writing in the order notes field at checkout. We will comply with your request, but please be advised:

We will not offer any resend insurance nor guarantee should your items be seized, held, or otherwise lost in transit.

If the order is exceptionally large, complex or requires specific stealth provisions, we will divide the order into the necessary amount of shipping packages at our discretion, determined by our experience. For stealth shipping to high-risk destinations, we will separate orals, oils and peptides in separate parcels to avoid detection by customs, which may incur extra cost.

How do you stealth ship to low-risk destinations like UK and Japan?

Stealth shipping to low detection risk destinations is easy, and we only employ the lightest levels of stealth to ensure that your parcel will be delivered on the first attempt almost 100% of the time. Customs in these countries/states are not looking for AAS in particular but they will intercept if there are obvious signs that the parcel contains branded vials and bottles etc.

To safely slip your order past these points without hindrance we do little more than to missdeclare the contents and value of the parcel, change the parcels size and shape to make it looks like it hold something other to what it does and add the parcel to make it feel different to what you would expect a parcel containing bottles and vials to feel like. This is just ‘sleight of hand’ and works exceptionally well on low paid, bored, undervalued customs inspection officials.

Our success rate to low detection level destinations is 100% on the first shipment – second free resend is never needed.

How do you stealth ship to medium-risk destinations like New Zealand, Israel, Norway, Sweden and Hawaii?

Stealth shipping to medium detection risk destinations like New Zealand, Israel, Norway, Sweden and Hawaii is relatively straightforward. On top of the measures we employ in low-risk destination shipping, we may also shield the products in specific grade and density materials that scanners can’t penetrate, and/or change the container methods and labels to present them as aromatherapy kits, paint sets, cosmetics etc, all to ensure that your parcel will be delivered on the first attempt. In the ultra-rare case of seizure, a subsequent resend will ship via highest stealth level shipping components – these we won’t identify here for obvious reasons.

How do you stealth ship to high-risk destinations like Australia and Canada?

High detection risk destinations like Australia and Canada require a high degree of knowledge and experience in the systems and practices employed by the customs departments in these countries and our methods have evolved as the detection capabilities have evolved over the last 4 years. Both Australia and Canada have recently upgraded to new 6 point position scanner technology that have the same imaging capabilities as an advanced hospital MRI scanner and will detect the molecular density of the atomic structure of individual narcotics, steroids and liquid compounds. When detected the machines will auto select the parcel for human examination and kick it off the line. This technology is currently only employed by the Australian and Canadian governments due to cost and complexity. Australia and Canada now also have the online capability to identify peptides in powder form and conduct fast ion gas analysis to detect banned substances

Australia recently commissioned two new international gate way facilities at Melbourne and Sydney totalling some 5 billion AUD in the hope of stopping the flow of contraband into their country however, when you understand the technology involved and the limitations of both the men and machines in place its relatively simple to employ counter measures to defeat both. There are several materials we use that either block or scatter the beams refraction capabilities and render the image returned either useless or warped and unable to be defined as an item of concern. Actually, the greater the level of sophistication employed by these agencies, the easier it gets to beat them because they become over confident in the machines abilities

For obvious reasons we won’t detail what these materials and methods are.

I’m not in a high-risk destination, but I want my parcel shipped stealth anyway. Is this possible?

Yes! It’s no problem to us at all – obviously, additional shipping charges apply depending on the level of stealth you require, but these can be discussed with you when you place your order. You’re not the first person to ask this so don’t worry! We have many customers request this as to thwart detection by their spouses, partners, parents or housemates. Still have a question about this? Contact us before you place an order.

Products

Are your products properly dosed?

Yes. All of our products are manufactured to a production tolerance of +/- 1% complying with FDA Pharmaceutical Standards. Please see evidence of this within our HLPC GC-Reports section.

Are your products genuine? Are they effective?

Yes. Genuine, effective pharmaceutical grade human medications and correct to the dosage, ingredients listing and description on the labels and packaging as stated. What you see with IA Superpharma is what you get – there are no substandard products at IA Superpharma and we package our oils in clear glass vials with clear transparent labels to show our products legitimacy. 

Please see our testimonials and reviews section for further information.

Why do you use GSO and Benzyl Alcohol? Why don’t you have the solvents that UGL’s use?

UGL’s use many different solvents due to the poor quality of their production techniques, raw materials and low process capability. Using super solvents like ethyl oleate is only necessary when you cant obtain real pharmaceutical grade hormone powders and clinical grade GSO. The GSO we use has an exceptional lipid profile which is perfectly suited to holding high milligrams of hormone in suspension whilst requiring less Benzy Alcohol to do so. The GSO we use costs us $19.50 per litre when we buy 50 litres of more so this should give you some idea of the quality of the oil. This equates to being able to produce 600mg/ml products that are smooth, painless and PIP free. Don’t be fooled by the nay sayers, “600mg/ml! It can’t be done! it can’t be done!” Its been done and has been done by IA Superpharma for the last 8 years.

Please review our IA Superpharma forum for verification of PIP free, genuine 600mg/ml products and also read our ‘How do we make high mg oils PIP free'.

Why are your orals retailed in capsule form?

Due to global FDA regulations, tablets are medical FDA licensed only. Capsules are far easier to export overseas and clear through your customs than tablets since they can be declared as food and herbal supplements with ‘No Health Benefits Claimed – Supplement Facts Labels’. Our market research also tells us that customers prefer to orals in capsule form because they are easier to swallow and contain 300% less fillers and binders than pressed tablets. We also use different colour capsules for different countries to mimic popular products and we change the colour of our capsules regularly to stay ahead of customs detection. In consideration of these factors, capsules allow us the versatility to choose thousands of different colour variations and change over production runs in just a few minutes.

Can I have tablets?

Yes, if you can provide us with photocopies of your customs clearance permits and import/operators licenses for us to include with your shipment.

How many capsules?

Orals are presented in 60-piece (count) sterile sealed pouches.

How do you make certain that my 10ml vials are not under-filled?

We use a set automated vacuum syringe to pull the correct quantity of oil into the auto filler prior to it being inserted into the 10ml vial for filling. The gauges are set and secured at the start of each filling run and signed off by the production line QA officer prior to a production run. Please be aware that the vials we use for injectables can hold up to 12ml of oil making it look like its under-filled because it leaves a space at the top of the vial however, all vials are filled with a minimum of 10ml.

A simple way for you too check the vial amount is to insert a 10ml syringe into the vial and suck out all the oil to confirm its unto or past the 10ml mark. Don’t remove the needle from the vial when you have done this simply push the oil back into the vial when your satisfied the amount is correct. When drawing out weekly injection amounts, make sure you extract exact quantity every time. Failure to correctly fill the syringe to the intended amount will result in you having more or less oil at a given point in your cycle than you originally accounted for. If you over filled the syringe each time even by 0.1ml after 10 withdrawals you will be 1ml short of what you planned and that's where the confusion starts with vial fill levels.

How can I be sure my orals are 60 pieces per pouch?

Unless you received a sample, you should have at least 60 capsules per order. IA Superpharma weigh counts the orals to total 60 per pack and a manual check count is undertaken each time another 50 pouches have been made. If for some reason you believe that your bottle contains less than 60 pieces please contact us within 72 hours of receiving your parcel and we will send any shortfall with your next order. If you have additional questions before placing an order please view our FAQs page or contact us.

Complaints

Although IA Superpharma takes pride in its service offering and implements every possible step to make sure your order reaches you in good condition, there are rare times that your parcel may be subjected to forces out of our control that result in an order failing to be delivered, or meet your expectations, leading to possible disappointment or frustration.

If something happens, please log into your account and raise a support ticket clearly describing the problem, attaching photos if relevant. We will initially respond to acknowledge your message and inform you that we are reviewing the information you have sent, investigating if need be and establishing the facts before we reply to you and respond fully. This process takes some time, so please be patient while we do this.

If the issue is found to be the fault of IA Superpharma, or it's an issue we can assist you with, then we implement every possible measure to correct the problem, replace or reship as required and or aid you in finding a solution (assisting you with recovering crashed gear being one such incidence). In short, we will work with you every step of the way to present you with a satisfactory outcome.

If however, the fault does not lie with IA Superpharma and it's clear the issue is the result or responsibility of a third party mail carrier, transit country, the customer, or act of god then we will not be under any obligation to reship, readdress or reimburse you for such losses as clearly stated within the terms and policies stated here (that you agreed to and accepted at checkout).

Slander Warning

Failure to understand the policies set forth on this site does not give you license to publicly slander, defame, harass, or threaten IA Superpharma, its staff, or any of its affiliates. If you opt to pursue this path anyway, please consider that you're spending even more time on something that cannot change. If we deem it necessary to defend brand reputation against slander in a public space (forum, social media etc), we may disclose previously private communication between you and us. This divulgement only serves the purpose of brand protection, and will be limited to the scope of the immediate slander -- we do NOT doxx people.

Returns & Refunds

RETURNS/EXCHANGE:

For product safety reasons, we cannot accept returns or exchange (you wouldn't want us shipping you someone else's returned stuff).

REFUNDS:

Once your order has been shipped, we do not refund.
If your parcel is seized by customs, we do not refund.
For information on re-sends, see delivery problems.

Delivery Issues

Please pay special attention to this section, as it outlines limitations of our liability, and clearly defines what we will do in 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.
  • The customer can’t 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 that also avail of a bangbang/warlord coupon.
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

A parcel is considered "LOST" after there has been no movement on the destination country/state's parcel tracking system and the Philippines national postal tracking site for 45 working days after parcel shipment. It is your responsibility to contact us to inform of the situation. A replacement will be shipped to the customer within 7 working days after the 45 working day period has expired. If the original lost parcel eventually arrives, then it is yours to keep. 

Policy Limitation:
Replacements will only be granted for orders placed via EMS and that also avail of a bangbang/warlord coupon.
ONLY ONE REPLACEMENT PER PARCEL - In the event a subsequent resend is required, you'll need to pay, but we will offer a 40% discount.

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.

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. Contact your postal courier to see if you can claim EMS insurance.