SHIPPING & FEES

Last Updated: 3-May-2020

SHIPPING COST AND TRANSIT TIME

LAVAHEALTH ships worldwide from Singapore using DHL, UPS and FEDEX. For domestic orders, LAVAHEALTH uses SingPost SmartPac to deliver parcel directly to your letterbox or you may be required to collect the parcel from SingPost outlet. The shipping cost and transit time of your order will depend on the total weight of your order and is based on the method of shipping you select at the time of checkout. To see a full list of available shipping methods and options, please add the desired products to your shopping cart and then use the Shipping Calculator in the basket. Orders placed separately will be shipped separately. Local (SG) shipping is FREE for orders above SGD500 and International shipping is FREE for orders above SGD1,000.

PROCESSING TIME

If you have never placed an order with LAVAHEALTH before, your first order may be slightly delayed until we verified your information. We do this to protect you against fraud and verify that the card being used to place the order is from the actual card holder. Please know that once you have gone through our initial screening process, subsequent orders are usually much faster to process. Processing times are also dependent on the products availability when the order is placed. If all items are in-stock at the time the order is completed, orders typically ship in 1-2 business days (business days are Monday through Friday from 9:00 AM to 5:00 PM Singapore Time). If items ordered that are out of stock and listing a shipping time frame, such as Ships in seven business days, the order will process for shipment once ALL items in the order are available, which would be seven business days from when the order is completed. The processing time does not count towards the transit times. The transit time begins once the order has shipped from our facility. During sale or special promotion period, processing time may be longer. Once an order has been made, no changes can be made to that order.

Please note that couriers do not pick-ups during Singapore public holidays. For more information please visit https://www.mom.gov.sg/employment-practices/public-holidays

PAYMENT METHODS

Pay by Credit or Debit Card
Visa, MasterCard, American Express, Discover, Diners Club, and JCB.

Other Methods of Payment
We also accept payment by Alipay.

As LAVAHEALTH is a Singapore based company, we bill all our customers in Singapore Dollars (SGD) and allow the customer’s card issuing company to process the conversion. The pricing that we offer in local currency is a close approximate (based on exchange rates at the time of purchase). The card issuing company will then process the transaction from your account utilizing the exchange rate that they are currently offering. That amount may slightly differ from the rate of exchange that we are showing on our site. Your card issuing company may also charge you a conversion fee. LAVAHEALTH is not responsible for these fees.

CUSTOMS AND COUNTRY REGULATIONS

Please know that we do try to adhere to each country individual import policies. While we do our best to make sure that we don’t ship prohibited products, it is up to you to double check your country’s import policies before ordering. ORDERS THAT ARE SEIZED BY YOUR LOCAL CUSTOMS CANNOT BE REFUNDED.

DUTIES AND TAXES

We currently ship all packages with DAP (Delivered At Place). This means that courier may or may not charge duties and taxes. We do not collect taxes and duties during checkout and therefore you are responsible for paying these if you are required to meet custom clearance. LAVAHEALTH cannot be held responsible for these taxes under any circumstances. If you have questions regarding how/when duties and taxes are charged, we advise contacting your local customs office directly.

SHIPMENT TRACKING

When your order is shipped, you will receive an email from LAVAHEALTH specifying the tracking number and a direct link to monitor the shipment status. You may also log in to your account to track your shipment status.

SHIPMENT DELIVERY

Upon delivery of your order, you must inspect the parcel carefully BEFORE signing for the delivery which shall act as the proof of delivery. If for any reasons the parcel looks tampered with, open a claim immediately with the courier and contact our customer support. When there is a reception desk or doorperson present at the address, the courier is authorized to deliver the parcel to them.

INCORRECT ADDRESS

Please note that we cannot change the delivery address after an order has been shipped. Please know that we work directly with our shippers to help resolve address issues when possible, but we cannot be held responsible for any delays, fees, or other delivery issues if you’ve made an error in the shipping information on your order. If such an error causes an order to be rejected, lost or destroyed, we cannot issue a refund or replacement of any kind. If the error causes the order to be sent back to us, you may be responsible for return shipping fees including any import fees.  These fees will be deducted from your final refund amount.

PACKAGE LOSS AND INSURANCE

Due to the import clearance process in your country, international orders can take up to 35 business days to clear customs. An international order will not be considered ‘lost’ until 35 business days from the date of shipment. We are unable to process claims until 35 business days period has passed. In the event your order has been lost, you must contact our customer support and report it as lost to us within 60 calendar days from date of purchase. Depending on your location, courier selection, and any history of similar problems, we’ll work to help resolve this issue. Orders that are reported after 60 calendar days will not be eligible for refund.

All shipment from LAVAHEALTH are insured against theft, loss and damages at no additional cost to the client. Once the shipment reaches the destination, the goods will no longer be insured.

RETURNS

If your parcel is being returned to us due to any reason such as: Unclaimed, Incomplete/Insufficient Address, Wrong Telephone Number, Denied Entry by Customs, Prohibited/Banned items, or being Refused, you may be responsible for return shipping fees including any import fees and a 15% restocking fee. These fees will be deducted from your final refund amount. Before a refund is granted, the parcel must be checked in at our facility. You may be responsible for return shipping fees. Unfortunately, unless the order is returned back to our warehouse in an undamaged and resalable condition, we cannot issue a refund. All our products are sealed with security hologram sticker with a unique serial number to prevent tampering. Returns are not acceptable if the seal is broken or tampered with. We cannot be held responsible for delays and transit times if your parcel is being returned. Refunds issued will be for the cost of the product only; shipping costs and duties will not be reimbursed. Please refer to our Return Policy for more information.

DISCLAIMER

LAVAHEALTH cannot be held responsible for any laws or regulations that result in Customs applying additional cost to your order, whether tax or duties, nor any related delivery delays or seized products. In the event additional fees are assessed to your order, your local Customs authority will contact you directly. By ordering from LAVAHEALTH, you agree to our policies above. LAVAHEALTH reserves the right to change these policies at any time, and we also retain the right to refuse service to any customer at our sole discretion. LAVAHEALTH also reserves the rights to ship the order only to the BILLING ADDRESS.