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Policy - Supplements, Health products

New Zealand

Delivery

Your order will be packaged well, and will be despatched promptly within 24 hours. You can expect to receive your order within 1-4 working days depending on which part of the country you are in. My Natural Health use New Zealand Post - Track and Trace, and PBT Couriers for all National deliveries

Urgent Delivery

If you need your order delivered urgently, please do contact us before placing your order and we will advise you whether the products you need are in stock first. If any product is out of stock, which happens occasionally, we will contact you promptly with the ETA.

We offer FREE Shipping on orders over $49 within New Zealand.

For orders under $49 the shipping cost is $4 (tracked)                                  

(Under special circumstances an additional delivery charge may apply, if this is the case we will advise you of the additional charge via email before sending the products)                               

If any product is out of stock, which happens occasionally, we will contact you promptly with the ETA. Our aim is to ship within 2 - 4 working days of your order being placed and we will advise you if we expect any further delays to your order after this period.

Signature Required

Please note no signature is required upon delivery to your home, rural address, or PO Box unless specifically requested by you.  A signature will be required for Business or apartment addresses.

Returns - please see the Returns page

*Before you return any goods to us for exchange or refund, please email our Customer Service Team at customerservice@mynaturalhealth.co.nz

within 7 days of the shipment date, to see if the matter can be resolved first.

Please wait to receive authorization and return instructions. Returns made without authorization may be refused. Refunds can only be made via the same payment method used when the order was originally placed.

 

Damaged Goods

Please notify us promptly if your products arrive in an unsatisfactory condition. We accept responsibility for breakages in transit within New Zealand. If you experience a breakage please hold onto the item and the packaging and notify us immediately - customerservice@mynaturalhealth.co.nz

Defective or damaged goods need to be returned within 10 days including the packaging, and will be replaced at our cost as soon as possible.

Non Refundable/Returnable Goods

All products listed as sale items (short expiry date)

Lost products due to incorrect address and postcode details supplied by the customer at time of ordering online. Goods damaged or used by the customer.

 
International

My Natural Health uses NZ-Post International Air freight for all international deliveries unless otherwise arranged.  Your order should arrive within 5-15 working days of the order being placed, Australian orders generally within 3-5 working days.

We provide an unconditional money-back guarantee on all unopened goods returned within 30 days of receipt.  Damaged or defective goods will be returned and replaced at our cost. 

Most countries Customs Regulations accept the importation of health supplements for personal use. Some do not.  It is your responsibility to ensure that the goods which you order are not prohibited within your country. My Natural Health accept no liability for the replacement of any goods or any costs relating to or arising from the importation or confiscation of any goods by your countries Customs Office or other government body. We accept no liability for any goods lost in transit outside of New Zealand.

Under special circumstances an additional delivery charge may apply but in this case we will confirm the additional charge with you by email before we send the goods.

Australia Shipping
We ship products to Australia regularly, however please note we  do NOT ship to P.O BOXES  in Australia.

Heat Sensitive Products

My Natural Health will endeavour keep probiotics as cool as possible but can't guarantee that your products will arrive in a cool state or that your local courier driver will make allowance for heat sensitive products. Please note, if there's a cool spot in particular where you'd like your parcel left, please use the 'Delivery Instructions' field at checkout to relay this message to us and we'll make sure it’s marked on your parcel.

My Natural Health will ensure that the products we supply you with are in optimal condition. We take every care to be aware of which products may be adversely affected by undue heat or light and to handle and store them accordingly. All products which, according to manufacturer's guidelines, are 'best kept refrigerated', are kept refrigerated on our premises at all times prior to our dispatching them.

International Orders Heat Sensitive products

All orders are sent unrefrigerated. Please ensure that any products which you order are stable at room temperature. We take no responsibility for the ordering of any products which are not stable at room temperature and cannot accept the return of these items from international orders. We have a great selection of quality stable probiotic products.

Ordering Guidelines for Heat Sensitive Products:
NZ Customers:

Please note, if you order heat sensitive products on a Wednesday after the last courier at 3pm, your order will be sent Monday to avoid your heat sensitive product spending the weekend at a courier depot. Whether this is likely to be detrimental to the potency of your products depends largely on the products in question, and seasonal and holiday variations. It's certainly not likely to be an issue for most products being held over a regular weekend in cool weather, but we'd recommend against ordering probiotics on Christmas Eve for instance.

Please advise us if you want your heat sensitive product sent regardless. We cannot accept responsibility for your heat sensitive product handling/storage over the weekend if ordered after our cut off time.

We endeavour to use 'please keep cool' stickers on all parcels containing probiotics but can't guarantee this or that your local courier driver will make allowance for it. Please note, if there's a cool spot in particular where you'd like your parcel left, please use the 'Delivery Instructions' field at checkout to advise us and we'll note it on your parcel.

International Customers:

All orders are sent unrefrigerated. Please ensure that any products which you order are stable at room temperature. We take no responsibility for the ordering of any products which are not stable at room temperature and cannot accept the return of these items from international orders. We have a great selection of quality heat tolerant probiotic supplements available.

Manufacturer's Guidelines for Specific Heat-Sensitive Products:

Nature's Way Primadophilus Probiotic Range

  • Cultures are tested throughout manufacture to ensure potency and is kept refrigerated throughout manufacture.
  • A certain overage* is required to ensure potency as well.

*Overage is an amount of bacteria over what is stated, to ensure that even with some die off, the potency is maintained. Overage allows for circumstances such as shipping and products being left out of the fridge.

The manufacturer strongly recommends the product is kept refrigerated at all times, however, without being able to be exact, they say: "We have found that short-term excursions (1-2 weeks) at elevated temperatures of @104oF (40oC) will have little effect on the activity of the products." At room temperature, products are expected to lose 60-80% potency after six months, and to lose 100% potency after 12 months.

Ethical Nutrients Inner Health Probiotic Range

Product stability:
Changes in the stability occurred following temperature exposure above 4 degrees Celsius resulting in the loss of potency after a period of time as follows.
Temperature:
  • 40 degrees Celcius
  • 30 degrees Celsius
  • 25 degrees Celsius
  • 4 degrees Celsius
Time:
  • 48 hours
  • 14 days
  • 4 months
  • 2 years

Clinicians Multiflora and Clinicians Flora Restore Probiotics
Clinicians Multiflora and Clinicians Flora Restore are shelf stable and do not require refrigeration. The best temperature to store them at is 25oC or less. There is "overage" in the capsules to allow for loss of some CFUs [colony forming units] if the product is exposed to heat and moisture. Heat by itself isn't a major problem. These products are encapsulated and packaged in a way that they remain stable without refrigeration.

Nutra-Life Maxidophilus Probiotic Supplement
Nutra-Life Maxidophilus has enhanced stability with a long, 2-year shelf-life at room temperature. However, once opened, it is recommended to keep the product refrigerated and that the contents be consumed within 3 months for maximum efficacy. Refrigeration ensures superior viability and shelf life. Keep the bottle tightly sealed, avoid exposure to high temperatures and protect it from humidity.

Stability Factors - Two key factors influence probiotic bacterial stability: Temperature and Water Activity. It is important that the probiotics powders are never exposed to temperatures above 40oC even for a short period and is protected against high humidity. This may cause problems in some areas.

To achieve optimal shelf-life of the final products at room temperature 25oC it is essential that the Water Activity (WA) of these products is lower than 0.15. At higher Water Activity levels the probiotic bacteria can only be stable if the product is refrigerated at 5oC. Stability and shelf-life is improved at lower temperatures and although glass is a poor conductor of heat, after opening Maxidophilus should be kept cool to maximise shelf-life.

Nutra-Life Probiotica P3
Does not require refrigeration – independent laboratory testing guarantees stability at room temperature for 3 years.
Nutra-Life Probiotica P3 is guaranteed to be stable for 3 years at room temperature and throughout the normal use of the product. This is because Nutra-Life Probiotica P3 friendly bacteria have undergone a special proprietary process and extensive testing to ensure they are stable out of the refrigerator, enabling them to confer their unique digestive and immune health benefits.

Lifestream Advanced Probiotics

Probiotics need to have live beneficial bacteria present in large numbers to be able to exert a beneficial effect - our product shows stability throughout the shelf life of the product. Lifestream Advanced Probiotics are micro-encapsulated to ensure survivability through the low pH of the stomach. Ideally, Probiotics should be kept at room temperature (under 25oC), out of direct sunlight, and do not need to be refrigerated. A freeze-drying process during the fermentation of the probiotic bacteria affords these convenient storage conditions. As long as Lifestream Advanced Probiotics are not left in direct sunlight (which will eventually kill everything!) then the live count is guaranteed until expiry.

Specials

My Natural Health offer special promo deals from time to time whereby if the customer purchases over a certain $ amount as advertised, they are entitled to one free advertised "Gift". The dollar amount needed to claim this promotion does not include heavily discounted products already on special on the clock ticking specials page.  Awarding the free gift is at the discretion of My Natural Health.

Clearance Sales

Products that are sold under the clearance sale are either short-dated or products that we will no longer stock in the future.  All items under clearance do NOT qualify   for reward points.

Disclaimer: The information on this website is intended for your general information. It is not a substitute for medical advice from a health care professional and is not intended to diagnose, treat, cure or prevent any disease. My Natural Health recommends you always consult your doctor or other qualified health care professional with any questions you may have in regards to a medical condition. Always read the label of any supplement or health product you purchase and use only as directed if you are unsure if the product is suitable for you then please seek advice and always consult a health care professional if symptoms persist. 

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WHAT DO OUR CUSTOMERS SAY ABOUT US?

Excellent service and product as usual.Fantastic team work and such speedy delivery. Many thanks5

The service from these folks keeps getting better. They were particularly accommodating of my need to have this order very urgently. Very friendly and helpful.5

Very happy with this website, prices and very speedy delivery. I will use My Natural Health again!!5

great communication love the little gifts.5

Naman choudhary is a very patient person, both on a business trip, or on sick leave, he patiently answered my questions, thank you very much. If the shop will be able to reduce the cost of delivery to China ,I think there will be more orders.5

This company is the BEST to deal with bar none ! Super fast process and delivery, also makes everyone feel special and not just a number. Congrats to Wendy and Sheldon. LOVE THE NEW WEBSITE5

This is my 5th order with My Natural Health.... They really are VERY good! They prices are cheaper than anywhere else, super quick delivery (as long as the item is in stock) and super friendly and efficient communication. Highly recommend people try them out, I don't think you will be disappoin...5

I have thoroughly enjoyed this website! So many lovely natural products and competitive prices. Love that there are always awesome deals running. Great communication and speedy delivery. Keep it up! :)5

I have to say it is a amazing shopping.Good service .Fast delivery,total 6days from NZ TO CHN. Thank you all.5

Very impressed, super quick delivery (arrived day after ordered and this was to a rural address!) and very competitive prices. Would very highly recommend to anyone looking for a company that ticks all the boxes5

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