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.
A parcel is considered "LOST" after there has been no movement on the courier's tracking system for 7 days after the parcel has been shipped. It is your responsibility track your item and contact us to inform of the situation, we do not track parcels for you. If the parcel has been lost by the courier company and is in no way the fault of the customer then IA will send a replacement parcel if you pay 50% of the original order cost.
Parcels lost due to customer negligence, such as sent to the wrong delivery address or claimed at the address by unknown persons will not be the fault or liability of IA Superpharma. It id your responsibility to track and make arrangements to be at the delivery address to receive the parcel.
Unboxing video needed - for all orders or missing item claims will not be accepted.
On the rare occasion that a parcel is returned to us by the destination's courier service, it's usually due to any one of the following reasons:
- Customer using a fake name.
- Customer could not or would not sign for parcel delivery.
- Customer could not or would not collect it from their local postal depot after a missed delivery attempt.
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. 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.
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 logistics/courier service provider.
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.
Unboxing video needed - for all orders or missing item claims will not be accepted.
IA Superpharma will not replace damaged/broken products occurring in transit. Contact your courier to see if you can claim from their insurance.
