FAQs

HerbsPro.ae FAQ & Policy

“These statements have not been evaluated by the Ministry of Health and Prevention, UAE. This product is not intended to diagnose, treat, cure, or prevent any disease.”

Frequently Asked Questions

Company & Contact

Q: How long have you been in business?

A: HerbsPro was established in 2004. We offer over 50,000 products from 5,500+ nationally-branded vitamins, supplements, natural beauty care, pet care, and organic groceries. We are listed on the Inc. 5000 as one of the fastest-growing internet retailers.

Q: What is your contact information?

Shipping & Handling

Q: Where do you ship from?

A: We ship from our USA warehouses—California (West Coast) and Maryland (East Coast)—for faster delivery.

Q: How long does shipping take?

  • Domestic (UAE): 3–4 business days via DHL, FedEx, or USPS Priority
  • International: 10–14 business days via USPS International and local postal services

Q: Do you ship probiotics with cold-pack service?

A: Probiotics are shipped in iced Styrofoam via FedEx 3-Day Air on Monday–Wednesday. International orders do not include the Styrofoam pack.

Q: Can you ship aerosol/HAZMAT products internationally?

A: No. FAA regulations prohibit air shipment of aerosols and other hazardous materials.

Ordering, Accounts & Payments

Q: Do I need an account to shop?

A: No. You can checkout as a guest. Creating an account gives you order tracking, faster checkout, and exclusive sale alerts.

Q: How do I reset a forgotten password?

A: Click “Forgot your password” on the login page, enter your email, and follow the reset link you receive.

Q: How do I update my address or payment info?

A: Log in → Account Details → View/Edit Addresses or Payment Methods.

Q: When is my credit card charged, and are my payment details secure?

A: Your card is charged only after shipment. We use a secure network and do not store sensitive payment data.

Q: Do you collect sales tax?

A: Yes. Orders delivered to California or Maryland are taxed at the applicable county rate.

Modifications & Cancellations

Q: Can I change or cancel my order?

  • Before packing: Contact us immediately to modify or cancel.
  • After tracking is generated: You may refuse delivery or return the item; a full refund will be issued within 2–3 business days of receipt.

Order Status & Returns

Q: How can I track my order?

  1. Check your email for status updates.
  2. Log in at www.herbspro.ae → Order History → Tracking Info.
  3. If you can’t locate your order, call +971 50 189 7288 or email support@herbspro.ae.

Q: Some items are missing—what happened?

A: We may split-ship in-stock items immediately and back-order the rest at no extra cost. You will be notified by email of any back-order status.

Q: What is your return policy?

A: We offer a 30-day return policy. See our Returns Policy page for full details.

Q: I received a damaged or wrong item—what now?

A: Contact us within 7 days of delivery at +971 50 189 7288 or support@herbspro.ae for replacement or refund.

Discounts & Promotions

Q: Do you offer a first-time purchase discount?

A: Yes. Use code WELCOME at checkout for 5% off your first order (one-time use, cannot be combined with other offers).

Q: How many promo codes can I apply?

A: Only one discount code may be used per order.

Q: Can I get loyalty or gift-point rewards?

A: Subscribe with your email to receive loyalty points and gift certificate offers.

Support & Escalation

Q: What are your support hours?