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Order Status
Has my order shipped?
  Click the "My Account / Order Status" link at the top right hand side of our site to check your orders status.

Natural Solutions ships on the following days:
Monday, Expedited Orders only on Tuesday, Wednesday, Friday.

Customer Service Hours: Monday - Wednesday; 10-5pm; Friday 10-5pm; Saturday 12:30p-5pm EST
How do I change quantities or cancel an item in my order?
  Click the "My Account / Order Status" link at the top right hand side of our site to view orders you have placed. Then click the "Change quantities / cancel orders" link to find and edit your order. Please note that once an order has begun processing or has shipped, the order is no longer editable.
How do I track my order?
  Click the "My Account / Order Status" link at the top right hand side of our site to track your order.
My order never arrived.
  Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If your order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. Our website at checkout allows you to review the delivery estimated times for each service.  Possibly you have not waited long enough.  Please check that out before contacting customer service.

If your packages shows a status of "delivered", please contact customer service for assistance but read below first:

1) Check your order details to see what you submitted for the shipping address. Did you submit it properly? Is there anything left off that would cause the delay? Wrong zip code? Left the province off?

2) What shipping method did you choose? If you go with the cheapest, you will not have a speedy delivery. The cheapest delivery method for USPS does not include insurance. No frills. Customers choosing this method can only receive a delivery confirmation number when it is scanned delivered by your postal carrier. If your carrier changes frequently, or you have high theft in your area, this may not be the right postal service for you. Consider using USPS Priority or Express. Express is the only guaranteed delivery service.  Fedex is a better service overall as all packages have insurance included in the price. If insurance was added, we can consider re-shipment.

3) Who would have gotten your mail? Did someone forget where they put it? Could it be in a vehicle? In a closet or on a table?

Natural Solutions will do at times a courtesy re-shipment, but will charge shipping fees if necessary. Natural Solutions will re-ship if we discover that your order was shipped to the wrong address due to a processing error. Re-shipment is not guaranteed for other reasons however. Read below:

US DESTINATION CUSTOMERS:

You choose first class mail or priority with no insurance:
A re-shipment is not guaranteed. We suggest customers choose for themselves a delivery method that allows for insurance and tracking. Natural Solutions does add insurance to orders over $65 to $70. If your package has this service, we will have more to go on when trying to retrieve your package. We may re-ship but this will be determined case by case.


Natural Solutions will do what they can to help you retrieve the package, but we would appreciate your being patient with us while we do so, and understand if we do a courtesy re-shipment, that you will cover shipping if the error is not due to our processing.

INTERNATIONAL CUSTOMERS:

You choose first class international mail or priority with no insurance:
A re-shipment is not guaranteed. We suggest customers choose for themselves a delivery method that allows for insurance and tracking. Natural Solutions suggests that international customers request to add insurance to orders over $65 to $70 or go with priority mail with insurance at the time of order. If your package has this service, we will have more to go on when trying to retrieve your package. We may re-ship but this will be determined case by case. No tracking is available for these packages however when they ship this method. Only USPS Global Express has this option. If you did not request for this option, we can not guarantee a re-shipment.


Natural Solutions will do what they can to help you retrieve the package, but we would appreciate your being patient with us while we do so, and understand if we do a courtesy re-shipment, that you will cover shipping if the error is not due to our processing.
An item is missing from my shipment.
  Not sure if an item was missed in your package? Does your invoice show a back-order comment regarding a second package or an item shipping later? If so, please be assured that we will be shipping this item out to you without additional cost to you. During the processing of your order into our inventory/customer system, we may have found an item out of stock that we were not aware of and so the website did not mention it. We do apologize. This can occur due to many factors, but Natural Solutions tries very hard to avoid it. Your online order should show a comment about the out of stock and what we needed to do. Once the product is available it will be shipped out to you. To Check on that stus, click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.

Cancelled items from orders: Sometimes this is necessary if we can not guarantee a timely delivery on the item, or the item is temporarily back-ordered by the maker, or has been discontinued either by our company or the maker. We do apologize, but we often email you or post comments on your online order for your convenience. If you did not get an email from us, please check your email address that you submitted with the order to see if it is correct. This can often be the cause for miscommunication.

Feel that the missing item is an error and that it was neglected to be put into your package: This can occur at times, and we do apologize for it. Certainly notify us by email or phone call to have us send the item out to you.  

My product is missing parts.
  We apologize for any defect that can occur during manufacturing. We know that it is not intended. If this occurs on your product, please notify customer service immediately so we can rectify the situation. We will either send you the correct part, or we will send you the product without defect, and have a return label for you to use on the return of the defective one.  Please do not throw out the defect product as we may need it by the manufacturer policy.  For any other question, please contact customer service for assistance.
When will my backorder arrive?
  Backordered items are those which our suppliers are unable to predict when they will have more in stock, but as soon as they do, we will be able to ship the item to you.