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frequently asked questions
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Does exposure to heat affect product quality?
Vitamins, probiotics, and other products sold by iHerb may be affected by exposure to heat, humidity, and/or other elements. Many vitamins and other supplements can deteriorate more quickly and become less effective when exposed to excessive heat, light, oxygen in the air, and/or humidity. If the product is exposed to such conditions, there is a risk that the provision of vitamins or other nutrients may be reduced. Likewise, there is a risk that clients may actually be consuming more of a particular nutrient than they realize. Heat is detrimental to the efficacy and effectiveness of many vitamins and nutrients. Deterioration typically begins to occur in foods or beverages exposed to temperatures exceeding 120°F (48.88°C).
If you are concerned that the quality of your order may be affected by exposure to heat or other elements, we recommend reading the helpful articles below. If you received a damaged product or have concerns regarding product quality, you can click here to start the refund process. It may take up to 3 days for your refund to be reviewed, and it may take up to 35 days for the refund to be credited to the financial account associated with payment for your order.
What is the expiration date of the purchased product?
The turnover of iHerb products is the most up-to-date among industry distributors. We list the expiration dates of most products on our website. Expiration dates posted on the website use the American date format (month/year or month/day/year). Some products may only display the date of manufacture, which is often abbreviated (MFD, MFG, PROD). You can check the expiration date along with the shipping weight and product code in the detailed description next to the photo on the product page.
Cosmetics related
The storage period of cosmetics varies depending on the ‘use period after opening’ and ‘manufacturing date’.
Shelf life after opening (PAO): Some cosmetics must be used within a certain period of time after opening due to oxidation and microbial factors. The packaging shows a picture of an opened container with a number indicating the month. In the example below, the product expires 6 months after opening.
Date of manufacture: Unused cosmetics lose their freshness and become dry. According to EU law, manufacturers must indicate an expiration date only on cosmetics with a shelf life of less than 30 months. The most common periods suitable for use from the date of manufacture are:
Skin care: at least 3 years
Makeup: At least 3 years for mascara and 5 years or more for powder.
Some of the ordered products are missing, damaged, or expired.
Missing or incorrect item received
Please check your order to ensure that the ordered products have been selected correctly and that no products have been removed from your order before shipping. Additionally, an order may be split into multiple shipments, so check your order confirmation email for possible multiple tracking numbers.
If the product names are similar, the manufacturer may have changed the packaging or ingredients. Under 'Order History' in 'My Account', click the applicable product name in your order and find the universal product code (UPC code or barcode). If you want to know how to find your UPC code, you may find it helpful to read 'How do I find and view product information?'
If the UPC code is the same, you have received an updated version of that product. We are constantly receiving new products from manufacturers.
If your UPC code is different, please contact us here and attach an image of the item you received.
Received damaged item
If you received a damaged item, you can start the refund process by clicking here. It may take up to 3 days for your refund to be reviewed, and it may take up to 35 days for the refund to be credited to the financial account associated with payment for your order.
Receiving a product that has passed its expiration date
Please note that most products use the US date format (MM/YYYY or MM/DD/YYYY). Additionally, some companies do not list an expiration date and instead indicate the date the product was manufactured. If your product only has a manufacturing date, we recommend contacting the manufacturer directly regarding expiration date issues. If you still believe that the product you received has passed its expiration date, please click here to start the refund/return process. It may take up to 3 days for your refund to be reviewed, and it may take up to 35 days for the refund to be credited to the financial account associated with payment for your order.
Note: Only orders with 'Shipped' status and less than 60 days of purchase can be returned/refunded.
If you have any questions, chat with a virtual or live agent (during operating hours) at any time, or
You can submit a petition.
What should I do if I receive a lost or damaged product?
If the product you receive is damaged or lost, iHerb will promptly issue a refund/reship. Please refer to the iHerb Customer Center refund procedure guide for issues regarding delivery of lost/damaged products.
Can I change the shipping address after placing an order?
You can edit the shipping address even after your order has been placed but before the order is shipped.
Please click the 'My Account' - 'Order Number' - 'Change Order' - 'Change Shipping Method' button to make changes.
If your order has already been shipped, we are no longer able to change the address. You must contact the selected shipping company directly to request a change.
CJ Korea Express)
Contact number: 032-715-4160 / 032-715-4161 / 032-715-4162
Business hours: 9:00 am - 12:00 pm, 1:00 pm - 6:00 pm
Email address: iherb@cj.net
post delivery service)
Contact: 032-745-9491 / 032-745-9421
Business hours: 9:00 am - 12:00 pm, 1:00 pm - 6:00 pm
Email address: iherb@lotte.net
Why hasn't my order shipped yet?
Here are some reasons why your order may not have shipped after 48 hours:
Some products in your order may need to be processed at another fulfillment center.
Due to high order volume, order processing may be delayed.
Please check the ‘Current Frequently Asked Questions’ section of the ‘Customer Center’ page for notification of delivery delays.
If you order over the weekend, processing will not begin until the next business day.
When multiple orders are received in a relatively short period of time.
For Israel, Korea, Japan, and China, iHerb ships one order every 72 hours due to customs duties.
Payment for your order may not have been completed.
Check your email to see if there is a message from us confirming your payment.
If you have any questions, chat with a virtual or live agent (during operating hours) at any time, or
You can submit a petition.
“This post is part of an affiliate marketing activity, and we receive a certain amount of commission accordingly.”
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