International Shipping, Refunds & Returns Policy
International Shipping Options
We are pleased to offer international shipping to most countries.
At this time, we do not ship to China, Iran, Mexico, Spain, Russia, or the Czech Republic.
Please be aware that certain herbs, mushrooms, or probiotics may be restricted by your country’s regulations, which could affect the delivery of your BIORAY products.
We ship via:
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FedEx International Economy (delivery in approximately 7–21 business days)
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FedEx International Priority (delivery in approximately 1–5 business days)
Please note: Clearance delays may occur and are beyond our control.
If you prefer an alternative carrier such as USPS or DHL, please email a request to support@bioray.com.
To ensure successful delivery, please provide your full and complete shipping address, including apartment or suite numbers.
BIORAY is not responsible for packages delayed, lost, or misdelivered due to incomplete or inaccurate addresses.
If a package is lost in transit, please contact the carrier directly for assistance.
International Refund Policy
We do not accept returns or exchanges for international orders.
If you prefer local purchasing options with return flexibility, we encourage you to purchase through iHerb.com or a local distributor.
International Tracking Information
All international orders include tracking information, which will be emailed once your order ships.
Please ensure your email address and phone number are accurate and check your Spam/Junk folders if you do not see your shipping confirmation.
Contact Information for Customs
It is essential that you provide a valid shipping address, phone number, and email address.
Customs agencies and shipping carriers may need to contact you to clear your package.
We do not recommend using PO Boxes for international orders, as this may cause delivery complications.
Declaration of BIORAY Formulas
In compliance with international shipping regulations:
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We declare the full value of the order on customs forms (excluding shipping charges).
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An itemized invoice accompanies each order, listing product names, quantities, and costs.
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Products are declared as “tea extracts, essences, and concentrates.”
Clearing Customs
Customs regulations vary by country.
It is your responsibility to verify that “tea extracts, essences, and concentrates” are permitted before placing an order.
Failure to do so may result in:
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Delayed deliveries
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High import duties
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Seizure, return, or destruction of the shipment
Important:
If your package is refused, confiscated, or returned by customs, no refunds or credits will be issued.
To avoid issues, we recommend contacting your local customs office prior to ordering or purchasing through iHerb.com, which has extensive experience with international customs processes.
Paying Import Taxes
Import taxes, customs duties, and brokerage (handling) fees are not included in your shipping charge.
These fees are assessed by your local authorities and are your responsibility.
For questions about import fees, please contact your country's customs office directly.
International Order Support
Exchanges
Due to the consumable nature of our products, we do not offer exchanges.
We also do not accept returns based on:
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Product effectiveness
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Taste, texture, or appearance
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Individual reactions
To optimize your experience, we offer free consultations with our trained support team.
For personalized guidance, please contact support@bioray.com.
Cancellations or Changes
To request a cancellation or change to an international order:
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Call 949-305-7454 or 1-888-635-9582 as soon as possible.
Please note:
Once an order has shipped, we are unable to cancel or modify the order or shipping details.
If You Experience an Issue With Your Package
Incorrect Items:
If you receive an incorrect item, please email support@bioray.com with your order number.
We will send you a prepaid return label and ship the correct item at no additional cost.
Damaged Items:
If your order arrives damaged, please email photos of the damaged items and packaging to support@bioray.com so we can file a claim with the carrier.
Lost Packages:
If the carrier confirms a package is lost, please contact BIORAY immediately so we can initiate an investigation and file a claim.
Stolen Packages:
BIORAY is not responsible for stolen packages after delivery is confirmed. If theft is suspected, please contact your mail carrier directly.
For added security, you may request a signature-required delivery at the time of ordering (additional fee applies).
Questions or Need Assistance?
Our team is here to support you. Please email support@bioray.com for help with your international order.
