Frequently Asked Questions

PURCHASE

 

Where can I buy your products?

Our product range is available online, via our hotline, and in-store at our retail outlets.Refer to our contact page for the address and opening hours of our Toa Payoh and Race Course Lane outlets, and visit us in store today!

 

Can I order online/over the phone and pick up my order in store?

Yes, please refer to our contact page for addresses and opening hours for our Toa Payoh and Race Course Lane retail outlets.

 

What are the payment options?

We accept major Debit/Credit Cards(Visa/Master only), NETS, PayPal, and PayNow. We also offer cash on delivery for both our online and hotline orders.

 

What currency is my purchase in?

All purchases are processed in Singapore Dollars (SGD). All prices are inclusive of prevailing Goods and Services Tax (GST) charges. 

 

PRODUCTS

Where can I learn more about a particular product?

For more information on our products, contact us via the chatbot on our website or call 6749 0004.

 

Where are your products made?

While we are a homegrown Singaporean brand, most of our product is sourced internationally. For example, most of our supplements are manufactured in the USA. For more information on a particular product, please refer to the product page or contact us.

 

How do I know that my product is Halal certified?

Products that are Halal certified will carry the relevant Halal certified symbol from the various certifying bodies on the can. These can be from a variety of countries, including the US, Korea, Turkey, Malaysia, Indonesia, and New Zealand.

 

Why is there a difference between the product I received and the one on your promotional material?

We strive to update our website and promotional materials to the best of our abilities. Sometimes there is a difference in the balance stock, or the images contain sample products that are not indicative of the final product. Rest assured that all products you receive are of the highest quality and have the best ingredients that we are able to provide.

 

If you have changed all your products to be packed in aluminium cans, does it mean I am getting an old product if it's packed in a plastic bottle?

We are in the process of changing all of the supplement containers to aluminium to move away from plastic. However, due to supplier issues some of the products might still be packed in recycle-grade plastic Jcap bottles. If you receive your product in a plastic bottle, rest assured that the product is not compromised and would be the same high quality product as the one that would come in the aluminium can.

 

What do the various symbols on my product refer to? 

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Halal certified: Halal is an Arabic word that means permissible. A Halal certified product means that the product is permissible or acceptable in accordance with Islamic law. Offering Halal certified products allows Muslim consumers to be confident that the products they use are in alignment with their culture and beliefs.  

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Good manufacturing practices (GMP) are the practices required in order to conform to the guidelines recommended by agencies that control the authorization and licensing of the manufacture and sale of our products. These guidelines provide requirements that a manufacturer must meet to assure that their products are consistently high in quality, from batch to batch, for their intended use.

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A product that is vegan does not contain any animal ingredients or animal-derived ingredients. This includes, but is not limited to, honey, beeswax, lanolin, collagen, albumen, carmine, cholesterol, gelatin, and many others.

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MGO stands for methylglyoxal, the naturally occurring compound that makes mānuka honey so unique. An MGO rating is a standardised measure of methylglyoxal content and is an indicator of quality. Herbal Pharm’s Mānuka Honey range contains products from MGO 50+ up to MGO 800+. The higher the MGO rating, the higher the concentration of methylglyoxal in the honey.

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Raw honey comes straight from the honeycomb. The beekeeper will usually just filter the honey to remove small bits of debris, but do not pasteurize the honey. Raw honey is still safe to eat. Due to less processing methods, raw honey retains more of its antioxidants than commercial honey.

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This product is free from palm oil. Palm oil has been and continues to be a major driver of deforestation of some of the world’s most biodiverse forests, destroying the habitat of already endangered species like the Orangutan, pygmy elephant and Sumatran rhino.

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Organic foods are grown and processed according to guidelines addressing, among many factors, soil quality, animal raising practices, pest and weed control, and use of additives. Organic producers rely on natural substances and physical, mechanical, or biologically based farming methods to the fullest extent possible.

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All-Natural products: represented by a wide array of consumer goods, including natural and organic foods, dietary supplements, health and beauty products, etc. Generally, natural products are considered those formulated without artificial ingredients and that are minimally processed

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Eco friendly: products that contribute to green living or practices that help conserve resources like water and energy. Eco-friendly products also prevent contributions to air, water and land pollution.

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This product does not contain gluten and is safe to consume from customers who have celiac disease.

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The product is cruelty-free and was not tested on animals during its production.

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EU organic logo: this product is in full conformity with the conditions and regulations for the organic farming sector established by the European Union. Indicated that at least 95% of the agricultural ingredients are organic. 

 

How do I store my product?

For supplements, store your product at room temperature. Do not expose to excessive heat or moisture. Do not store in bathroom cabinets or kitchen cabinets. As fingers may carry water, heat, and external contaminators, wash/sanitize your hands before taking any supplements; it’s recommended to pour the supplement out of the can to further avoid contamination.  

Do not use the product if the tamper-resistant seal over the cap or the inner seal is broken or missing. Once the cap seal is broken, best consumed within 30 - 60 days.

For non-supplement storage instructions, refer to the specific product page on our website.

 

Anything I need to take note of before/while consuming the product?

Please consult with your physician if you are taking prescription medication or have any pre-existing conditions before consuming our supplements. 

Always check the label for any allergens. If you notice any symptoms or adverse reaction after using the product, discontinue use and consult with your physician. 

Always read the label and follow the usage instructions on the product page, or as prescribed by your doctor.

Minimum age for consumption of most supplements is 18 unless stated otherwise. 

Our supplements are not meant to be a replacement of a balanced diet. 

 

DELIVERY/RETURN

How much is the delivery cost?

We apply a flat islandwide delivery rate of $5 for all orders below $40. Orders of $40 and above can enjoy free delivery within Singapore.

 

How do I get free delivery?

We offer free same-day delivery within Singapore for orders of S$40 and above.

 

When will my products be delivered?

  • For orders placed by 12PM, you can receive your products on the same day between 1-5PM. 

  • For orders placed by 4.30PM, you can receive your products on the same day between 6.30-10PM. 

  • Orders placed after 4.30PM will be delivered on the following day. 

  • For delivery on weekends, eve of PH & PH, kindly refer to the next point.

 

Do you deliver on the weekends, eve of PH & PH?

We are able to deliver Saturdays & eve of PH between 1PM and 5PM. We do not deliver on Sundays & PH.

How do I pay the delivery driver?

Drivers can currently only accept cash. No debit/credit cards or PayLah/PayNow/QR codes are available if choosing cash on delivery. Please make sure to prepare exact change. For more details, refer to our Delivery Policy.

 

I will not be home, can my products still be delivered?

Our delivery drivers can place the parcel in a safe space and send a picture to your WhatsApp as confirmation. Please communicate with the hotline representative or your assigned driver that you would not be home and would require for the parcel to be left outside.

Herbal Pharm is not responsible for any damaged or lost items after the parcel has been left and photo proof has been sent to the customer.

 

Is international shipping available?

International shipping is currently only available upon request. Kindly email us at marketing@herbalpharm.com.sg. Include the following information in your email: Products requested, delivery country.

All international shipping costs and taxes will be borne by the customer. Herbal Pharm reserves the right to deny any international shipment due to reasonable concern. Herbal Pharm will not be held responsible or liable for any duties and taxes that may be imposed on your order, any parcel rejected based on customs clearance policies, or any lost parcels during shipment.

 

I have a missing, wrong, damaged, or expired item in my order.

Please contact us immediately at 6749 0004 or through our online chat form and we will do our best to assist you.

Please do not open or consume any wrong or defective items that you might receive. 

 

Return & Refund

What is your refund policy?

As our supplements are consumable goods, Herbal Pharm practices a no refund policy. If you changed your mind within 3 business days of purchase and have not opened your product, you can visit our retail stores and exchange for a different Herbal Pharm product (see below for more information).

 

What is your exchange policy?

In the case that you changed your mind and have not opened your product, you can visit our retail outlets within 3 working days of purchase. Customers can exchange a product for any other Herbal Pharm product of equal or higher value (for higher price items, the customer bears the difference in price between the two products).

Products exchanged must be still in the original unopened packaging. No exchanges will be done on products that have been opened, damaged, expired, or purchased for more than 3 working days from the date of exchange. Exchange is subjected to stock availability, and Herbal Pharm reserves the right to exchange with a product of a similar value or through other methods.

 

ABOUT MY ORDER

Can I track my order?

There is unfortunately no order tracking option as of this moment. You may call our hotline 6749 0004 to find out more about your order.

 

How do I view my order history?

Log in to your profile, click on your profile in the top right corner of the website, and then click on “Order History”.

 

I have a question that was not answered

Contact one of our friendly customer support staff at 6749 0004 or chat with us on the online form.

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