Logistics Policy

To ensure your shopping experience, smooth, efficient, and secure delivery of goods, NatueU has established in-depth cooperation with well-known logistics partners in the industry to provide you with professional delivery services. We always prioritize product safety and punctual delivery, fully guaranteeing the shipping process for every order.

I. Our Shipping Guarantee Commitment

Product Integrity Guarantee: We will conduct strict quality inspections on all outgoing products to ensure they arrive in your hands in optimal condition, minimizing product damage; if product damage occurs due to the transportation process, we will handle it appropriately for you according to the after-sales procedure.

Quality Packaging Standards: All packaging materials used are from qualified and reliable suppliers, featuring good pressure resistance and moisture-proof properties to provide comprehensive protection for goods; before being officially used for transportation, the applicability and robustness of the packaging will undergo multiple rounds of testing to ensure compliance with long-distance transportation requirements.

Full Compensation for Lost Items: In the event of product loss during transportation (verified and confirmed by the logistics party), we will provide you with full compensation, covering the order amount and related fees, allowing you to purchase with peace of mind without worrying about risks.

II. Deliverable Destinations

Currently, our delivery service covers the following areas and will gradually expand to more regions in the future, so please stay tuned:

  1. Hong Kong (Hong Kong site): Supports domestic address delivery, with mature and stable logistics processes.
  2. Macau: Newly supports domestic address delivery in Macau to meet the shopping needs of local users.
  3. Singapore: Newly supports domestic address delivery in Singapore, relying on the international logistics network to ensure transportation stability.
  4. Taiwan: Newly supports address delivery in Taiwan, covering major cities and counties, providing regular delivery services.

Note: International delivery services outside the above regions are not supported at this time. If you have delivery needs for other regions, you can inquire about future plans via customer service email.

III. Shipping Fees

To allow you to enjoy a more cost-effective shopping experience, we have formulated differentiated shipping fee reduction policies for different regions, as follows:

Hong Kong: Purchase 1 regular-priced item to enjoy free standard shipping service, no additional shipping fees required; if the order only contains non-regular-priced items, a basic shipping fee will be charged according to logistics standards (the specific amount is subject to the order settlement page).

Macau: Orders with a total payment amount of MOP 800 (Macanese Pataca) or more will enjoy free standard shipping service; if the order amount does not reach this threshold, corresponding shipping fees will be charged according to the logistics partner's fee standards (detailed fees can be checked in real-time when placing an order).

Singapore: Orders with a total payment amount of SGD 180.00 (Singapore Dollars) or more will enjoy free standard shipping service; if the order amount does not reach this threshold, shipping fees will be charged according to international logistics fee standards, and the specific amount can be viewed in real-time during the order settlement stage.

Taiwan: Orders with a total payment amount of TWD 6,000.00 (New Taiwan Dollars) or more will enjoy free standard shipping service; if the order amount does not reach this threshold, corresponding fees will be charged according to the logistics partner's international shipping fee standards, and detailed fees can be checked and confirmed when placing an order.

IV. Delivery Timeframe Description

Order Processing Time
Normal processing cycle: 1-2 working days (excluding weekends and public holidays).
Special period processing rules: Orders submitted after 2 PM on Friday and after 2 PM on Saturday will be processed starting the following Monday, ensuring accurate order information verification before shipment is arranged.
Peak season / Promotion period description: During e-commerce peak seasons (such as 11.11, Black Friday) or brand promotional activities, order volume may significantly increase, and processing time may be extended by 1-2 working days. Thank you for your patience and understanding.

Actual Shipping Time
Hong Kong: 1-2 working days (excluding weekends and public holidays), shipped from local Hong Kong warehouse, short distance, fast delivery time.
Macau: 2-7 working days (excluding weekends, public holidays, and customs clearance time). Due to logistics transit processes and customs clearance procedures between the two regions, the delivery time is relatively longer. We will track logistics progress in real-time to ensure goods are delivered as soon as possible.
Singapore: 5-10 working days (excluding weekends, public holidays, and international customs clearance time), relying on international air transport and local logistics distribution. The specific timeframe is subject to the actual transportation progress of the logistics party, and we will update the logistics status simultaneously.
Taiwan: 7-15 working days (excluding weekends, public holidays, and cross-strait customs clearance time), affected by cross-strait logistics transit, customs clearance processes, and other factors, the timeframe may fluctuate slightly. We will track the order logistics throughout the entire process and provide timely updates on progress.
Special Influencing Factors
Due to differences in laws and regulations and customs policies in different countries/regions (such as customs clearance requirements, inspection procedures, etc.), the actual receipt time may be affected, leading to slight delays in delivery; in such cases, we will promptly notify you of the latest developments via email, or you can contact customer service at any time for details.

V. Holiday Shipping Arrangements

During public holidays (including public holidays in Hong Kong, Macau, Singapore, and Taiwan), our store will suspend shipping. All orders submitted during holidays will be processed and shipped in sequence after the holidays. There may be delays in order processing during this period, for which we sincerely apologize for any inconvenience caused. Thank you for your understanding and support.

VI. Shipping Location Description

Our main warehouse is located in Hong Kong. We will select the optimal shipping route and transit warehouse based on your delivery address (Hong Kong, Macau) to shorten transportation distance and improve delivery efficiency, ensuring your package reaches you as soon as possible.

Singapore and Taiwan Orders: Transferred through designated international logistics transit centers to ensure compliance with local import regulations, improve delivery efficiency, and guarantee your package reaches you as soon as possible.

VII. Order Confirmation and Processing Flow

Order Confirmation Notification: After you submit your order, the system will immediately send you an "Order Confirmation Letter" via email, including key information such as order number, product details, shipping address, and shipping fee details; friendly reminder: some email providers may categorize confirmation emails as "spam," so please check promptly after placing your order to avoid missing important information.
Order Processing and Handover: Our order processing team will verify order information (product inventory, validity of shipping address, shipping fee reduction eligibility, etc.) within the specified time. Once confirmed, the order will be handed over to the cooperative logistics partner for subsequent transportation and delivery.
Handling of Unreachable Contacts: If the logistics partner is unable to contact you at the delivery address or cannot complete the delivery within the agreed time, the logistics partner will proactively contact you via phone, SMS, etc., to negotiate adjusting the delivery time or confirming receipt details to ensure smooth delivery.

VIII. Customer Support and Problem Handling

To improve service response efficiency, we provide multi-channel customer support. You can choose the following methods to contact us based on your needs:

  • WhatsApp After-sales Contact: If you need quick assistance with product delivery, shipping fee reductions, lost item compensation, customs clearance progress, etc., you can add the official WhatsApp:+1 (661) 219-4253(weekdays 9:00-18:00, please refer to local time for time differences). We will prioritize responding and assisting with solutions.
  • After-sales Consultation Email: If you need to submit detailed order information or problem descriptions, you can send an email to the official customer service email: support@natureuhealth.com. We will respond and provide a complete solution within 1-2 working days.
  • Priority Handling Advice for Logistics Issues: If you encounter issues such as being unable to query tracking numbers or abnormal logistics information, we recommend contacting the corresponding express logistics company directly first (contact information can be obtained from the logistics tracking notification) for direct verification of transportation details by the logistics party; if the problem remains unresolved after communicating with the logistics party, you can contact us through any of the above channels, and we will assist you in further coordination and handling.