goodnoni   customers are served by our friendly staff. You and your problems are always welcome and treated in an honest way. You are the most important part of our business. We are far away from you, yet very close as we use modern communication equipment. E-mail, fax and phone numbers are listed on the bottom of each page.
 
goodnoni   supplies duty free into EU.
The EUROPEAN member states have agreed to provide duty free import access for goods from developing countries.
Our consignment into EU member states is therefore inspected and certified by our Customs Authorities. Inspection fees are charged to our company, the certificate is attached to each consignment.
When you order from us, you will find one item on the quote that is called EUR 1, this is the certificate for duty free import.
It is therefore important for you to remember that you buy our products duty free if sent to one of the EU member states.
Other fiscal taxes e.g. V.A.T. may be charged if applicable in your country.
 
goodnoni   Your own labels.
 
Many of our distributors use their own labels. They send their label design to us and we have it printed. We stick the labels on the distributor's bottles and stamp the use-by date on the label.

The cost to make the print plates and colour separation is FJD400.00 the plates are used again and again.
Printing of labels is paid for by our company.

In case you decide to have your own labels and need pictures for the label background, you may select any picture from our selection.

Please obtain information on label size, font size and text to be printed on the label from your labeling authority.
 
goodnoni   Transport
 
Fiji is a small island nation in the middle of a large ocean. Transportation is limited to five airlines and eleven shipping lines. Because sea freight to the northern hemisphere takes between 4 - 5 weeks (Japan, Korea, USA, Canada) and 10 - 12 weeks (Europe), most of our noni products are sent by air freight. This is far more expensive than by sea, but it takes only 3 - 5 days until the goods arrive at your doorstep.

Australia and New Zealand are our close neighbors which have reasonably low freight rates for air cargo.
Customs clearance in some countries may take another 1 - 2 days.
 
goodnoni   by air
The Herbex company is about 40 km from the international airport in Nadi. Air freight is collected twice daily by DHL and TNT. Several flights are leaving to New Zealand and Australia every day. Japan, Korea, USA, Canada is served several times per week. Air cargo is expensive and most airlines charge extra airport security fees. You will find air freight rates in each quotation, so you will know the exact cost of buying our products.
 
goodnoni   by sea
Lautoka, the town where Herbex Ltd operates has its own sea port. Vessels that take freight to the northern hemisphere leave twice per week. All cargo is transshipped in New Zealand or Australia, from there shipping to Europe is mainly done via Singapore with stops in many ports before Europe is reached.

Cost of sea freight is about one third of the cost of air freight, this is port to port. Extra charges for land transport in the country of destination might occur.
 
goodnoni   Tracking
Air freight that is shipped by DHL or TNT can be tracked on its way to the customer. Both companies offer tracking function on their web sites. If you visit their respective web sites TNT or DHL you will find the entry page to track your consignment.

We will send you the airway bill number that is required for tracking by e-mail, as soon as your cargo leaves our premises. It may however take up to 12 hours later before the AWB number appears in TNT's or DHL's system for tracking.
 
goodnoni   In case there is a problem ...
transport related problems can occur and the best people to contact is DHL. We can not help with transport problems DHL can. The following is a list of countries with their DHL Call Free numbers:
Australia 131406
Belgium 02 715 5050
Canada 1800 387 7783
China 800 810 8000
Denmark 70 130 130
Fiji 3313166
Finland 0800 17 17 17
France 0800 202 525
Germany 0800 2255 345
Great Britain 08701 100 300
Hong Kong 2765 8111
Italy 800 345 345
Japan 0120 39 2580
Korea 02 716 0001
Netherlands 0800 0552
New Zealand 0800 800 020
Portugal 21 810 00 80
Spain 902 12 24 24
Sweden 020 345 345
Switzerlande 0800 557 777
Taiwan 02 2503 8387
United States 1800 225 5345


For any other problem....

... contact us as soon as possible. Our service does not stop once your consignment has left our premises. Unfortunately, transport problems are a fact of life and business. We do our best to use very strong cartons and our PET bottles do not break and can stand some rough treatment. In case you have reason to complain, please make your first complaint to the transport company when you sign the delivery note. mention your complaint on the delivery note and initialize it. If you think we should know about your complaint, please do send an email, we are happy to help.

Do not wait and hope the problem goes away; problems don't go away, they are here to be solved.

 
goodnoni   Replacement and Refund
Herbex will replace damaged items. It is your duty to inspect items upon delivery and if damaged make a note in the delivery docket in presence of the delivery boy. If this did not happen, then we will only replace damaged items. We will not bear any transport cost for a replacement consignment. Faulty goods and damages not caused by transport will only be replaced foc upon receipt of a repaort and pictures showing the damage.