International Refund Policy
Bioray does not accept returns on international shipments. Please purchase from a local distributor or iHerb.com to ensure your happiness with returns internationally.
International Shipping FAQs
We ship to most countries; we do not currently ship to China, Iran, Mexico, Spain, Russia and the Czech Republic. Please be aware of your country’s laws regarding certain herbs, mushrooms or probiotics, this may affect your ability to receive Bioray products with these ingredients.
To offer low cost & fast shipping, we ship Standard Intl. shipping via FedEx International Economy and takes approximately 7-21 business days to delivery, or FedEx International Priority and takes approximately 1-5 business days. Please be aware there can be clearance delays that we are not able to control. To request alternative carriers like USPS or DHL, submit a request to support@bioray.com.
Please include your full name and complete information including apartment number or suite number. Bioray is not responsible for packages left at your location or lost in transit due to an invalid address. Please contact the appropriate mail carrier company with questions about lost packages.
International Tracking Information
Please be sure to provide an email address and phone number with your order as all orders shipped include tracking that will be emailed to you when your package is shipped out. Please check Junk/Spam folders.
Contact Information & Customs
Please make sure your shipping address, phone number, and email address are accurate and complete. This contact information will be used by customs to clear the package as well as the shipping carriers if they have problems delivering the order. PO Boxes are not recommended for international shipments.
Declaration of Bioray Formulas
In compliance with international laws, we state the full value of each order on the shipping label, minus the shipping charge. We will send an itemized invoice along with the order. These invoices will indicate the name of each product ordered, the quantity of each item, the cost, and are labeled as ‘tea extracts, essences, and concentrates’.
Clearing Customs
Customs regulations differ by country and not knowing their regulations can result in your order incurring high import duties, the delivery being delayed, returned or confiscated. Please check with your customs office to see if your country permits the shipment of ‘tea extracts, essences, and concentrates’ along with any additional licenses or permits that you might need. If the product(s) is seized by customs, there will be no credit or refund processed for the product(s). Using iHerb.com to purchase your Bioray products can be a great resource for ordering Bioray internationally as they are well versed in customs guidelines for numerous countries. Bioray is not be liable for packages refused or held by customs for delivery. We request that you contact your customs office and ask about import regulations and restrictions they may have for ‘tea extracts, essences, and concentrates’ before placing your order.
Paying Import Taxes
You may have to pay import taxes and/or customs duties. You may also be required to pay a brokerage (handling) fee for the shipment. These charges are separate from your shipping charge, and you will be billed directly for them. Questions and concerns would need to be addressed by contacting your local customs authority.
Exchanges
:
No exchanges or returns for any opened products due to the consumable nature of the products. We do not accept returns and/or exchanges based on product effectiveness, taste, feel, appearance, effects, reactions, or the like. We offer steps on our website, as well as free consultations with our highly trained customer support representatives to assist in utilizing the products in a way that will optimize tolerance and improve results. Contact support@bioray.com for further assistance.
If you have an issue with your package, here’s what you should do:
Cancellations or Changes:
You can cancel or make changes to your order by calling 949-305-7454, for international call 1-888-635-9582. No cancellation or changes to your shipping address or order details can be made once your package has left our facility.
Incorrect Items Shipped to You:
If you receive the incorrect items purchased direct from bioray.com, please contact us via email at support@bioray.com with your order number. We’ll help you with getting the correct item you ordered and send you a return shipping label for the incorrect item(s). Please try to keep your shipping materials and wrap
items as they were shipped to ensure safe return. You will receive your ordered formulas at no additional charge.
Damaged Package:
If your shipment arrives damaged, please contact Bioray with photos of your product and packaging and Bioray will file the appropriate claim with the shipping carrier.
Lost or Delayed:
If you call the carrier and they confirm a delayed package was lost, please contact Bioray immediately. Bioray will file a claim with the carrier to investigate further.
Stolen:
Bioray is not responsible for lost or stolen items once a delivery has been made. If you suspect a package has been lost or stolen, please contact the appropriate mail carrier. You may request a “signature requirement” for an additional
charge by reaching out to support@bioray.com prior to submitting your order.
