Shipping and Return Policy
Delivery of Orders
Orders are delivered within 4-12 business days – holidays and weekends not included. Delivery day count starts from the day of shipping and not from the day you place an order. We ship orders via international shipping couriers like aramex, FedEx and EMS (Express mail service). We decide upon the shipping method according to your country.
Each package has a different tracking ID. When your order is out for delivery, you will automatically receive an e-mail with your order tracking number and the link to the website where you can track it. You will find details about the location of your order and the estimated delivery date.
Packages are delivered by hand to the recipient or are sent to the closest pick up point to the recipient’s address.
The packages are delivered to the address given at the time of purchase. To avoid delay of delivery, you should provide a full address and phone number and other information if necessary. You need to make sure that the given address is typed correctly.
The Packing of Orders
The products are packed in a good and secure way to ensure they arrive safely. They are packed in special bags indicated for shipping or in cartons that have Hekma Center logo of the them.
International Shipping and Customs
Shipments outside Palestine and Israel must have clear customs first and may be subject to tariffs, duties, and Value Added Tax (VAT). These costs are not included in the shipping charges. It is always the buyer’s responsibilities to clear customs and pay the relevant custom duties.
The rules are different in each country. Unfortunately, there is no way for us to know the rules, regulations, customs, or laws of every single country.Therefore, we cannot, and will not, offer advices about taxes in your country. It is the buyer’s responsibility to find out all that information before submitting an order.
We ship packages every day from Sunday- Thursday except on the holidays. Holidays are announced on our different pages on social media.
We only accept customer complaints regarding a wrong preparation of an order. If you see that your order was not packed well or that you received an order that does not belong to you, please notify us within 3 days of receipt of the package. In this case, we will send you another package on our expense, no extra charges.
In other cases, unfortunately, we cannot accept return or exchange of dietary supplements, nor can we cancel an order after it has been shipped.
Non-receiving of the Package
In case you are unavailable to pick up the package due to illness or for being outside the country, you can authorize another person to receive the package for you. You should go to the courier company in your country and hand them a power of attorney to deliver the package to the other person (they usually require a power of attorney or a copy of the ID card along with the waybill number). Courier companies usually give the customers a certain period of time to pick up the package after the failed attempts for delivery (in the absence of the recipient or in case of a wrong address).
We cannot determine the period time these companies give and we cannot also return the package. In this case, the courier company will destroy the package if the recipient does not contact them.
Check Process by the Authorities and Ministry of Health
Packages is some countries might go through check process by the customs and authorities at those countries. Unfortunately, there is no way for us to contact the authorities at your country therefore, we cannot, and will not, offer advices about anything in that regard. As the buyer, it is your responsibility to find out all the information regarding approving or disapproving of the importing of certain goods into your country before you submit the order.
We have all the certificates and accreditation that entitle our products to enter most countries of the world as we have ISO, GMP and FDA accreditations.