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Delivery with NaturAll: Your Questions Answered

You’ve just made an order with NaturAll, maybe your first or your 10th, and you’re so excited to receive it just in time for your wash day. Whether it's one of the Ice Cream Treatments, or our Hydrating Shampoo, our products all have a unique journey once they are dispatched from our fulfillment center and delivered to your door. We understand that you may have questions about your order and want to know what you can do if you want to change your address, or even change the order itself. We here at NaturAll want to help make your delivery experience as smooth as possible so we’ve answered your most popular questions regarding shipping. If your questions aren’t answered by the end of this blog, feel free to reach out to us at hello@naturallclub.com


What carrier do you use?

We ship all of your orders with USPS priority mail, which usually arrives 1-3 business days so you can receive your packages as quickly as possible!


How much is shipping?

Our shipping rates are $5 per order and $8 for international orders and we offer free shipping on orders over $55. All subscriptions orders have free shipping.


When should I expect to receive my package?

Most orders ship within 3 business days, but they can take up to 7 days to process. Standard shipping once it is processed is 3-7 days


How do I track my order?

You will be emailed a tracking number once your order has shipped. This tracking number is 20-22 numbers long . If you do not receive a link that takes you directly to USPS, you can paste the tracking number here. If you are looking for more detailed updates (e.g you want to know if your package is available for pickup), you can sign up for text or email alerts. This option is available on your tracking page under “Text and Email Updates”.


I want to update my order before it ships out, how do I do that?

Unfortunately, we aren’t able to change an order once it has been placed. If it has not been shipped, we can go ahead and cancel it and you can place a new order. 

 

 

I just placed an order and I want to cancel it, how do I do that?

If your order has not been shipped, please contact us and we will go ahead and cancel it and issue you a full refund. If your order has been shipped, we unfortunately can’t do anything. You can take advantage of our 30-day return policy, so if you do not want to keep the products, let us know and we will send you a return label to return the products. We will issue you store credit after we receive the package ( store credit does not include shipping). Please be advised that the 30 day policy does not apply to orders sent to Canada or APO/FPO/DPO addresses. 

 

What if my address is incorrect?

We only ship to the address that is provided on your account. If your address changed and you did not get a chance to update it, or if the address on file is incorrect, we can change it for you before your item ships. However, once your item ships, there’s nothing we can do. In this instance, we recommend that you intercept your package with USPS and have them change the address for you. This can only be done if the package is not marked “Out for delivery” , which means its being delivered to you from the local distribution center, or marked “delivered”.

Contact USPS and see if you can change the address on file and redirect the package. You will be charged a price and the delivery is not guaranteed. You can find more information here.


What if I am unable to change my address on file or my package has already been delivered to the incorrect address?

USPS Package Intercept is not always guaranteed; they might not get to your package in time or they might not find it. Additionally, your package might be already delivered to the incorrect address before you even notice that you need to change it. If this is the case, email us at hello@naturallclub.com and let us know. We will update your address and set it as a default for all your future orders and put in a replacement order for you, all you have to do is pay the $5 shipping fee. We will send over an invoice and it will ship out once you pay it!

 


My package has been in transit for a while and I’m afraid that my NaturAll deep conditioners have spoiled, what should I do?

Our Ice Cream Treatments and other Avocado Deep Conditioners are all super fresh products that need to be frozen once they are received. However, they have been tested to last in the mail for up to two weeks so when you do receive them, they will be room temperature. You will usually receive your package within 3-7 days, so there’s no need to worry about the freshness. However, there are certain times during the year where delivery is delayed, such as the holiday season, and it might take up to three weeks for you to receive your products. In this case, your deep conditioners will arrive spoiled. We will either replace your deep conditioners for free or give you store credit so you can place the order at a more convenient time. Keep in mind that this offer is only for the deep conditioners as the other products are shelf stable.


How do I update my address?

If you have recently moved or would like for us to deliver your package to a different address, you can easily change your address through your account. Log in to your account, and click on view address. You will be given to edit your current address or add a new address. Make sure to make the address your new default address if you want all future packages to be delivered there. If you do not do that, all your orders will continue to go to your previous address. Make sure to also change the address for your subscriptions as well, under manage my subscriptions.  The new address on your account will not automatically populate for your subscriptions so you must also update it. 


I need to give USPS delivery instructions, how do I do that?

We have many NaturAll customers that may live in areas where delivery is a bit obscure, or who may be very precise about their deliveries and would like to give delivery instructions. While we can’t do that on our end, customers and place their delivery instructions directly through USPS. You can find instructions here.


Why is my package late?

Your delivery might be delayed due to a number of reasons. There could be a general delay with USPS deliveries which usually happens during the holiday season, or weather conditioners that might slow down deliveries. We recommend keeping an eye out on your tracking label to monitor any movement. If you suspect that your package is lost, file a claim with USPS. If it looks like you will not receive your package, please contact US and we will do our best to make sure you receive your products!


What do these tracking statuses mean? 


Notice Left

When tracking your package, you might see that it states “Notice Left”. This means there was an attempted delivery but it was unsuccessful and a notice was left for you. Your package has most likely been taken back to the post office closest to your home address. 


In this case you may reschedule a delivery. According to USPS: 

“Use Postal Locator to pick up the item at the Post Office™ facility indicated on the notice beginning the next business day. If you did not receive a notice, the item can be picked up at the local Post Office™ facility with photo ID.”


If the “Final Notice” box is checked off on your notice, then that is the final notice you’ll receive after multiple attempts and the package will be sent back to us. The return date will also be marked on the notice left for you. 

If you do not pick up the time or schedule a redelivery by the return date, the item will be returned to us. In this case, we can reship it to you, but you will have to pay $5 shipping. 


Keep in mind that the carrier will not have your package with them when they leave the final notice on your door. For priority mail, your package will usually be held for 15 days before it is returned to us.



Receptacle Blocked

This means there was an attempted delivery but there was something blocking the mailbox.  This could be a parked car, weather conditions, or local utility work in your area. The package is usually returned to the local post office and an attempt is made again the next business day. If this is a persistent issue, you may schedule to pick up the package yourself from your local post office, or schedule for redelivery if you have an accurate date when the blockage will be removed. 


No Access

This means the mail carrier was unable to deliver the package to your address. If this message was delivered on a Sunday, please disregard it, another attempt will be made on monday. This will happen if you live in a gated community, or if there is animal interference, such as a dog. If you do not receive your package after 24 hours, or there hasn’t been an attempt, send an email to your local post office here.


In transit 

This means your package is on the way to you. Your tracking label might not be updated everyday, but it will update once it reaches its next destination which might take a couple of days. 


My package was marked delivered, but I haven’t seen it, where is it?

Luckily, the majority of times that USPS marks an item delivered, it’s actually delivered. However, there are some times when the package is nowhere to be found. In this case, the package might still be in transit and the status was falsely updated,  the package itself is lost or it was delivered and it has been stolen. 

  • Carrier may have placed it in a safer location, please check:
    • Mailbox
    • Porch
    • Garage
    • Any area out of potential weather hazards
    • Exterior doors and any locations where the package could be placed
  • Check your mailbox again as some packages come separately from your regular mail.
  • Check with others in your house that may have accepted it.
  • In rare cases, packages may show as 'delivered' but could take additional 24 hours.

We recommend waiting a few days to see if the package appears. If there is still no sign of it, please contact us and we will proceed with the steps required to secure your package for you.


I’m from Canada, how do I make changes if needed?

Priority mail international takes 6-10 days to arrive. Once your package arrives, it will go to the customs office and then be delivered by the local post service. If you are looking to make any changes, we recommend that you reach out to USPS and to your local post service as well.

 

I need to receive my package by my wash day, can I expedite it?

Unfortunately, we do not offer the option to expedite your package.


I have an APO/FPO/DPO address, how do I go about making any changes?

You can directly make any changes through USPS’s website. 

 


Can I use a different carrier?

Unfortunately, we only offer USPS as a carrier and all packages are only shipped through USPS.


Do you deliver to P.O boxes?

Yes we deliver to P.O boxes.



Do you deliver internationally?

We only deliver to Canada, the US and US territories

 

5 Ways to have a smooth delivery:

  1. Double check your address before you place your order. Make sure that your address is updated on your regular account and subscription account. Do not forget to set it as your default address. 
  2. If you need to make a change to your order or address after you’ve placed an order, make sure to contact us as soon as possible. We recommend that you call us. Keep in mind that there is no guarantee that we will see your request before your item ships out so the earlier the better.
  3. Keep your eye out on your tracking information and sign up for alerts, some questions can be easily answered there.
  4. Order at least a month early during the holiday season.
  5.  Utilize USPS resources, such as filing for a claim or reaching out directly
  6. If you want to save on shipping, make one order instead of making multiple orders in a day or week

Contact USPS here


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