Shipping Policies and FAQs
Standard Shipping: Orders placed are shipped within 1-2 days of ordering due to high demand because of COVID-19.
Can You Ship the Product to Me Overnight and 2nd Day Air?
Currently because of high demand from COVID-19 if you make special arrangements (via email email@example.com or phone) we MAY be able to ship your order the same day via overnight methods but can not guarantee this service right now because FedEx, UPS, and US Postal Service are not meeting guarantees at this time.
Please note that Overnight and 2nd Day Air shipments shipped Thursday or Fridays before 2 PM EST will not be delivered Saturday or Sunday as UPS does not deliver packages those days. Note: UPS does not count non-business days, (Saturday and Sunday) in their transit time.
Why cant I get through to speak to a customer service person during COVID-19?
Our phone system is inundated with calls from hospitals, medical facilities and people looking for their package. Please note that we send tracking information via email as soon as your package ships, so calling just increases delays for all customers, unless absolutely necessary. Track your order via this email. Check your SPAM filter for messages from us.
THE BEST WAY TO COMMUNICATE WITH US IS VIA EMAIL PLEASE. EMAIL INFO@NATURASIL.COM and we will respond within 3-12 hours, 9 AM-5 PM EST M-F EST. EMAILS ARE NOT ANSWERED ON THE WEEKENDS UNTIL MID-MONDAY.
How do you prioritize shipments during COVID-19 crisis?
Nature's Innovation is an Essential Service company with FDA/EPA facilities and we have a fiduciary duty to prioritize shipments to those supporting the efforts of the COVID-19 Pandemic by triage, giving priority to the medical community first, then order of priority by type of shipping service/method chosen at checkout.
This could mean that your order may not ship the same day or could be delayed (carriers also are experiencing many problems including significant delays because of sick delivery personnel) as we prioritize and triage the most important customers first.
These customers include: Hospitals, medical facilities, doctors, local, State and Federal Government, medical facilities, EMS, ambulance services, etc.
Can your company move any faster to ship our orders ??
In short. NO! We are working as fast and efficiently as humanly possible 24/7 in 3 shifts. Each employee is working 60+ hours per week. Management is working 100+ hours per week. We care about every single customer and order we receive, and are extremely grateful to be able to service hundreds of thousands of customers per month with products such as life-saving Human Coronavirus disinfectants during this COVID-19 crisis.
During this unprecedented time in the 18 year history of our company, we have never experienced this volume of demand for ALL of our products, including the EPA disinfectants and OTC medicines. Please know that we are working 24/7 to keep up as much as humanly possible!
Can you ship product to me Overnight and 2nd Day Air?
During this COVID-19 crisis WE CAN NOT GUARANTEE ANY OVERNIGHT OR 2ND DAY DELIVERY AT THIS TIME. We triage every order and prioritize these orders first, however are behind anywhere from 1-3 days right now attempting to ship many thousands of orders per day.
During normal operations (NOT RIGHT NOW) Overnight and 2nd Day Air shipments shipped Thursday or Fridays before 2 PM EST will not be delivered Saturday or Sundays as UPS does not deliver packages those days. Note: UPS does not count non-business days, (Saturday and Sunday) in their transit time.
How long will it take for me to get my domestic U.S. order?
*Please read the statement regarding the COVID-19 Pandemic at the top of this page.This policy is in effect until further notice. Shipping policies below will be in effect AFTER the COVID-19 Pandemic has officially been declared recovered and open for business across all 50 United States.
All online orders are generally processed and shipped the same business day excluding holidays and weekends, if the order is place by 2 PM EST USA. Shipping is automatically calculated and shipping options are offered upon checkout.
We ship from Atlanta, Georgia, USA and estimate between 2 to 5 days for product delivery (after processing and shipment) depending on the shipping method (UPS, USPS). Please anticipate 7-30 business days for product delivery for International orders (after processing and shipment). Some countries customs offices may be slower than others to process incoming shipments. These estimates may be affected due to unforeseen inventory shortages and/or UPS / Postal Service delays.
Please Note: UPS does not count non-business days, (Saturday and Sunday) in their transit time unless the premium added service of Saturday delivery is added to the shipment and that has an additional fee.
*We ship from Atlanta, Georgia, USA. We are the star in the lower right hand corner of the map. Look at the map to get an estimate of how long it will take for USPS Priority Mail or UPS service to reach you.
Do You Ship to Europe and EU?
If our shopping cart supports your country when trying to check out, then yes we do ship to your country. Otherwise we apologize in advance if our products are not available for you to purchase at this time. You may wish to look on Amazon for our products to see if they could ship them to your country.
Do You Ship Internationally?
Yes, we can ship to a limited number of countries all over the world from the USA. Shipping options are offered upon checkout depending on your country. Global Priority Mail can take from 7-20+ days to reach its destination depending on local customs officials. Customs is usually the main hold-up for shipping overseas. You will be responsible for any VAT, duty, or customs charges imposed by customs officials.
If you would like your package to be received much faster, please select UPS Worldwide expedited or Express if available when you check out from our store.
The customer is responsible for any duty, VAT, or local customs or destination charges imposed by customs officials in your country. These charges are out of our hands, and we try and minimize them as much as possible.
** Due to Canadian Regulations, We do not ship Bed Bug Patrol or BenzaRid Products to Canada.
Why can't you ship BenzaRid or Bed Bug Patrol to Canada?
We have no control over this. Canadian Regulations require Canada Customs Official to refuse BenzaRid or Bed Bug Patrol Products through. The packages are returned to us by customs.
Do you accept mail orders and fax orders?
Yes we do! Add products to your checkout and then print out the form, and fax, or mail checks (checks require 5-7 days to clear before shipment) or money orders.
Mail to: Nature's Innovation, Inc.
5317 Palmero Court
Buford, GA 30518 USA
Fax to: 678-889-4480
We recommend sending a money order and we will ship same day of receipt, if received by 2 PM EST. Send us an email so that we can look out for your order. For international orders, we require an International Money Order, payable in US$.
You may fax your order for a quicker response to:
*Mail Order Note: Checks may require up to 7 business days for the check to clear before the order will be processed and shipped. Money Orders will be processed and shipped within 24 hours of receipt.
For more information on ordering by mail or fax, check out our FAQs.
How much is shipping and handling?
Shipping and handling is automatically calculated upon shopping cart checkout unless is it is a bulk order and we will calculate freight or work with you how to get your shipment. Enter your shipping address and the shopping cart will display the shipping options for you based on your location.
What does your packaging look like?
Our packaging is VERY discreet with no mention of product or its use on the box or package. Your privacy is very important to us.
Our products are labeled according to FDA regulations for homeopathic drugs, registered with the FDA, and manufactured in our FDA registered facilities in the USA. The skin conditions our products treat can on occasion be embarrassing. We assure you that our products are delivered in plain packaging with only the company name, "Natures Innovation, Inc.", and return address on the outside. There is NO mention of the product within the package in an effort to protect your privacy.
Have more questions? Send us an email at firstname.lastname@example.org.
At this time we do not ship any Bed Bug Patrol products or BenzaRid products to Canada due to Canadian regulations. You may try to ship these from Amazon's USA website and see if they can be shipped to you, we are not responsible if it's rejected at the border, however we do know 100% for sure that from our website, they will be rejected at the border. Costing both of us a lot of time and money to find this out, for no reason. Perhaps find a friend who can buy and attempt to ship to you.
We also do not ship our EPA registered Crawling Insect Dust to California, New York, Florida, Michigan, or Louisiana, due state regulations.