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Important Notes on International Orders

International Shipping, Returns and Refunds

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  • PAYMENT ON INTERNATIONAL ORDERS in most cases is the same for USA orders. These are:

    * PayPal (with PayPal-verified account) PayPal will accept any valid credit card, so you don't need an account with them. We can only ship to the address you have on record with PayPal.
    * Personal or Business Check (must be drawn from a bank with US bank branches printed on the check)
    * Certified Bank Check or International Money Order (must have encoded account-numbers)
    * Bank Wire (plus bank charges)

    Sorry, no "Eurochecks".

    For PayPal Orders: We can only ship to the shipping address on record with PayPal, and your account must be verified with them. If you wish to pay using PayPal, then please firstly do what is necessary to get those approvals from them, through your PayPal account. You can then select the PayPal option during check-out.

    Generally we ship your items within one to two business days after payment has been received.

    However, to protect our customers and ourselves from growing credit card fraud, in some cases and for some nations we may require pre-payment by Bank-Wire or other cash method. See the list below on "Nations with Postal Delivery Problems". Shipment can be made only to the billing address on record with the credit card company, and we may also request a fax-scan or email image of the front and rear sides of the credit card along with the telephone number of the bank where the card is registered. Most problematic have been African and South Asian nations. We do not ship any of our meters or products (only socially-beneficial books & DVDs) to Islamic or Communist nations.

    International Shipping Charges cannot be computed by our on-line shopping cart. We will do this after you make your order, and email you with a special shipping quote for approvals. We will not charge your card or ship until getting approvals. Also note: International shipping charges and bank wire fees are not refundable. Please review our Warranties and Returns policies, in the blue box above.

    Following is an overview of the international shipping methods we can offer. For some items such as books which are lower-cost and heavier weight, we will give you several different options to choose from. For more expensive items such as meters, we will only ship by the more reliable methods offering insurance and internet tracking. This is both for your protection as well as ours.

    UPS SELECT TO CANADA is offered by UPS as a ground service, which is often more economical, faster and reliable than the US and Canadian Postal authorities. For Canadian orders, we will use this method preferably, but you must also provide your Canadian telephone number. If the UPS charges are more than what is returned by our on-line shopping cart, we will default to using US Postal methods covered by that amount.

    Update 14 May 2007:
    US Postal Service Introduces New International Mailing Services

    * FIRST-CLASS MAIL INTERNATIONAL (old term: "Airmail Letter Post") is the cheapest option, allowing for shipment of media items such as books or DVDs up to a total package weight of 4 pounds, but does not carry insurance or tracking. This category is subject to rough-handling and low-priority treatment. If you select to use this economical method, then you automatically assume all risks in case the item is lost, stolen or destroyed by the USPS or the Postal Authority of your home destination nation. No refunds or replacements would be possible. We could mail you a copy of the original invoice, but that would be all. Delivery times to most destinations is between 10-20 days, depending upon your location and how long the item is held at your Custom's Office. Due to higher rates of loss and theft, we can only offer this shipping method on inexpensive items, of less than $50 value.

    * PRIORITY MAIL INTERNATIONAL (old term: "Airmail Parcel Post") is a bit more expensive, but does carry insurance and a method for parcel-tracking by the Postal Authority, but no internet tracking for the buyer. By our experience, this category is subject to rough-handling and low-priority treatment (in spite of the "Priority" label). Delivery times are similiar to International First-Class (above).

    * EXPRESS MAIL INTERNATIONAL (old term: "Global Express Mail") is the most reliable and fast method we can offer at the relatively low prices of the Postal Services. It comes at a slightly higher cost yet, but carries both insurance and internet tracking. And it is still much more economical than the parcel delivery services such as UPS, FedEx or DHL. Delivery times are typically between 7 - 10 days to most destinations, depending upon how long the item is held at your Custom's Office.

    NOTE: the shipping method "Surface Mail", very cheap with long transit times, has been discontinued by the US Postal Service and is no longer available.

    * PARCEL SERVICE DELIVERY such as UPS or FedEx is also available, but at a much higher cost, and we will quote this for you only by request. It is very reliable, however, and the shippers basically hand-carry their items through the custom's process, making for a speedier delivery than even Express Mail International. They will nearly never lose a package, but plan to spend more on the shipping costs.

    * PROBLEM NATIONS FOR SHIPPING There are some nations we cannot ship to unless the buyer pays in advance by cash methods, such as a bank wire. Click here for a list of those nations with problem shipping. Contact us if you have any questions about this.

    * CUSTOM'S OFFICE CHARGES, DELAYS, AND OTHER POSSIBLE PROBLEMS: The customer is responsible to pay all Custom's or Import Fees which may be charged by their home government or Post Office. These are not included in the shipping charges, so please investigate what those might be before you purchase. If an item gets "hung up" in your nation's Custom's Office, this will be immediately apparent if using Express Mail International or UPS shipping, and will show up on the internet tracking websites. For Priority Mail International, only the Postal Authority can track it, after one makes a claim for loss. For First Class International, no insurance or tracking is possible. For insured packages going missing for other reasons (ie, loss or theft), we can file forms with the shipper which will initiate a search for the item that usually "shakes it loose". In those rare instances where the package cannot be located, a "trace" and insurance-claim procedure is then initiated. Be prepared in those cases, we cannot issue refunds or replacements until the Postal Authority or shipper gives a clearance for the insurance, which can take many months. This is why we recommend Express Mail International or UPS for higher-value items and those which absolutely "must arrive on time".

    If you selected and paid for a method such as Express Mail International or UPS which has internet tracking, we will email to you the internet tracking numbers. Keep these for your records. You can use them to follow the progress of your shipment. Be sure someone is at your provided shipping address to receive the package when it arrives at your location. If it does not arrive within 30 days, contact us immediately to undertake a search-claim with the Postal Authority. Here are the pertinent internet tracking webpages:
    For USPS: http://www.usps.com/shipping/trackandconfirm.htm
    For UPS: http://www.ups.com/WebTracking/track?loc=en_US

    For insured packages which arrive at the destination, but which are damaged or where items are stolen from the package, you must IMMEDIATELY contact your local Postal Authority or shipper, and SHOW THEM THE DAMAGED OR OPENED PACKAGE. We advise, as quickly as possible, to SHOW AND OPEN THE PACKAGE ONLY IN THE PRESENCE OF THE LOCAL POSTMASTER OF YOUR POST OFFICE, OR IN THE SHIPPING COMPANY WHICH DELIVERED IT. This is the only way to document the damages or theft of items. If this is not possible, then firstly make a digital photo of the unopened exterior of the damaged package. Then open the package and inspect it for damage to the items you ordered. Hopefully there won't be any damages. But if there is damage to the items, then also make digital images and contact us about it. Keep both the damaged box and the damaged items, and show this to your local post or delivery service offices. The insurance claim procedure for such damage or theft from a delivered package often must be started at the customer's location, and requires your local post office or shipper to certify the damage. Otherwise, no insurance coverage or replacement would be possible. Contact us about it only after you have made your local post office or shipper aware of the problem.
    For undelivered insured packages, please read the section above on "Delays", and then contact us once it is clear the package is overdue.
    The Insurance Claim Procedures require documentation of breakage, as well as investigation for non-delivery of packages. This procedure can take from a month to as long as a full year, depending upon the nation to which we are shipping. North America is quickest, Africa and Asia take a very long time. We cannot refund nor replace your purchase until the delivery investigation and insurance procedures have run their course.
    For First Class International items which don't carry insurance, there is no recourse in the event of damage, loss or theft. And with rare exceptions, we will not ship expensive orders by these cheaper methods. By using non-insured methods, in those cases of breakage or non-delivery it becomes your loss, which is why we do not encourage this method unless your Postal Authority has a very good record of reliability, and if you are willing to take the risk.

    THANKS VERY MUCH! for your business and cooperation on these matters. Because of the complexity of international shipping, many firms simply will not sell items outside of the USA. By indicating your selection and approval of shipping quotations, you consent and give your approval, agreement and understanding to these issues, that we as seller and you as buyer are bound by the limitations of the Postal Authority or other shippers used, as well as to their search-tracking and insurance-claims procedures and restrictions. You will not hold Natural Energy Works liable in cases of loss, theft or damages by the various Postal Authorities, and understand and agree that refunds and replacements of items ordered are entirely dependent upon the resolution of the search-tracking and insurance-claims procedures of the Postal Authorities and shipping companies. IF YOU DO NOT AGREE, then please let us know and we will cancel your order, and refund any amounts already paid. Or, you have the option to select a more secure method of shipping, and pay the additional amout required for that service.

    Also, our Warranty and Returns policies are valid for sales in both the USA and to other nations. See the special page as noted above in the blue box.

    Thank you very much.

    From the Staff at Natural Energy Works!

    Natural Energy Works
    Mail-Order Service for the Orgone Biophysical Research Lab
    PO Box 1148, Ashland, Oregon 97520 USA
    E-mail to: info(at)naturalenergyworks.net
    (Click or copy into your email program and insert the "@" symbol)

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    by the Orgone Biophysical Research Laboratory, Inc.

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