XylitolNow, Your Xylitol Superstore

Shipping Charges

U.S. shipping (48 continental) is a flat rate of $7.95*
and can be offset by our Discount Rewards Program.
*Based on GROUND SHIPPING by DHL Espress.
Please help us keep our prices low with your $19.00 min order.
Orders below our $19. minimum may be Refunded or charged a $3.00 handling fee.
Higher USPS rates are required for US P.O. Boxes, Alaska, Hawaii, and military APO's.
International deliveries are sent Priority Mail International by the US Post Office.

Canada shipping (see International shipping below)

International shipping based on weight, is estimated in checkout.

Normal Delivery: International shipments are shipped Priority Mail International by the US Postal Service and usually take 7 to 14 business (M-F) days. (that's roughly 2-3 Weeks). There is NO TRACKING available for this service and shipping times by country vary.. Due to the high volume of International shipping we do, Please do not contact us unless your package has not arrived in thirty (25) days. (That's about a week late from the expected times, but not uncommon in some countries.) Unexpected delays can be caused by host country, the receiving country, and others (See Customs below).

Shipping charges in checkout are based on weight and geographic areas.

Customs
You still may be subject to import duties and taxes on your order, which are levied once a shipment reaches your country. Any additional charges for customs clearance must be borne by you as we have no control over these charges and cannot predict what they might be. Policies regarding customs tend to vary widely throughout the world. You should contact your local customs office for further information.

How you can save on shipping cost (U.S. orders)

Large Orders
Flat rate means if you order 1 item or 100 items, the order's shipping fee is always the same. As with any flat fee shipping, it is clearly to your advantage to place larger orders to reduce your per item shipping cost.

Discount Rewards can offset your shipping cost up to 100% and go on to offset a portion your purchase price!

U.S. Shipping Time

XylitolNow in most cases processes and ships all orders received any business (M-F) day by the following business (M-F) day. Most shipments originate in San Diego, California. Depending on which shipping zone you are in, total US shipping time averages 3-4 business (M-F) days and can take up to 7 business days. (5-10 business (M-F) days during the Christimas Season) We ship best way depending on the size of the order. Most orders up to 2 lbs.are shipped via USPS (Post Office) and usually by Priority Mail. Orders over 2 lbs.are shipped GROUND DELVIVERY SERVICE by DHL. DHL Express, cannot ship to a PO Box.

Faster Shipping

If you would like to purchase faster shipping, E-mail us, ( sales@XylitolNow.com ) includijng "xylitol" somewhere in the subject, before placing your order. We will e-mail you some options and direct you back to this page to purchase additional shipping. Be sure to indicate what you might buy so we can get a general idea of weight and your postal or zip code. NOTE: The USPS (post office) does not gaurantee shipping times (even on Priority or Express Service), hence we cannot.

Alternate U.S. Shipping Address

In Checkout, you can ship your order to another address other than your billing address.

C.O.D Deliveries

XylitolNow does not ship C.O.D. deliveries.

Returning merchandise

As our customer, we want you to be delighted with our fine quality products. If for any reason you are not satisfied, simply contact us (sales@xylitolnow.com) includjng "xylitol" somewhere in the subject, for a RMA# (returned merchandise authorization number) and a return shipping address and return the unopened item/s, within 30 days of purchase for a refund of the purchase price less 15% Restocking Fee and less shipping charges. Make sure the RMA# is visable on the shipping label. You must pay the return shipping, no C.O.D.s will be accepted.

Our Customer Service E-Mail address is: sales@xylitolnow.com (include "xylitol" somewhere in the subject. - Please see our contact page regarding email. We'll be happy to issue a Return Merchandise Authorization (RMA) number, return instructions, and a return address. (Please allow 4-6 weeks for a credit to appear on your credit card bill.)

NOTE: You MUST have an RMA number prior to returning your items. Items returned without an RMA number will not be accepted.

Claim Information

*************************************** IMPORTANT *************************

DO NOT RETURN DAMAGED MERCHANDISE TO XYLITOLNOW!!!

While damage is rare, inspection by the shipper must be made on your premises. SAVE the packaging. Returning items voids any possibility of an adjustment. You must file a claim with the shipper. Notify us immediatly and we will help you with the claim and arrange for reshipment of the item/s. Email: sales@xylitolnow.com�includijng "xylitol" somewhere in the subject line.

Claims

Despite our stringent controls, claims can occur. Claims fall into seven categories: (1) Lost order, (2) Damaged merchandise, (3) Shortage on order, (4) Defective merchandise, (5) Wrong item sent, (6) Pilferage, and (7) Manufacturer's Guarantee defect.

1. Lost Orders - It doesn't happen often, but carriers such as DHL, truck lines, and the Post Office do lose orders. If you have placed an order and have not received it in a reasonable period, contact us: XylitolNow Customer Service: cs@XylitolNow.com� we will respond within 24 hrs and initiate a tracer with the carrier. If a partial order was delivered and the invoice is included in one of the delivered cartons, please include the invoice # , number of cartons delivered, and a list of the missing items in your communication.

*************************** IMPORTANT ***************************

DO NOT RETURN DAMAGED MERCHANDISE TO XYLITOLNOW!

Hidden Damage:

If you should receive a shipment shows no visible damage but upon inspection discover damage due to evident rough handling by the carrier, call your local Post Office or DHL, 1-800-CALLDHL and request an inspector. Do not destroy the packing or boxes or further unpack until after the inspection. E-mail XylitolNow and report the damage, so we will be able to help you.

Delivery hassels

XylitolNow realizes that, while rare, lost or damaged goods create a hardship for everyone. We apologize in advance, should this ever happen. We are eager to help you resolve any problem and get your replacement or reimbursement to you as quickly as possible. However, established procedures by the Post Office and DHL Express must be carefully and immediately complied with or they have a legal right to deny your claim. Please take the time to do it right...

Thank You

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