A. About Eu Yan Sang Products
· What is the shelf life of the product?
· Most of our products have a shelf life of 24 months while some are 12 months. Kindly refer to the product page or the packaging of the product for more details.
· Are the products certified?
· Yes. Eu Yan Sang source for herbs from only reliable and reputable suppliers with GAP (Good Agriculture Practice) certification. Our TCM facility in Hong Kong is GMP- certified and ISO 9001:2008 accredited. Our Malaysian plant obtained the Malaysia’s Ministry of Health's GMP certification in September 1997, and was awarded the ISO 9001 international accreditation in March 2001.
Please click here to learn more about our manufacturing processes.
· Are the medications safe for consumption?
· Yes. Our consumers deserve the very best and Eu Yan Sang is committed to providing products of the highest possible quality through our comprehensive quality assurance procedures and stringent quality controls at every stage of the manufacturing process.
Please click here to learn more about our manufacturing processes.
· Is it normal for products to have a distinctive odour and colour?
· Yes. Herbal ingredients are generally brownish in colour after processing and may have a relatively strong herbal-like aroma and taste to it.
· Where are the products manufactured? Are they imported?
· Our manufacturing facilities are located in Hong Kong and Malaysia.
Please click here to learn more about our manufacturing processes.
· What are the side-effects of the products?
· Products with specific side-effects will come with cautionary statements on the packaging. If still in doubt, please consult professional advice before consumption.
· How do I know if a particular product is compatible with my medications?
· As a rule of thumb, all other medications must always be consumed 2-3 hours between medications of any type. In case of doubt, please consult a medical practitioner before consumption.
· How effective are the products? Are Chinese medications generally fast-acting?
· Generally, products are effective for the stated conditions, but individual responses may vary due to different body constitutions or conditions at the time of diagnosis. Effects can be seen only after a period of usage, according to how the individual body responds to the use of Chinese medications.
· Why are Chinese herbs always a mixture of other herbs instead of a single herb?
· Products are usually mixtures of herbs to ensure the delivery of optimum benefits. However, some herbs can be consumed singly, like the American Ginseng, depending on the individual needs.
· Are the products 100% natural?
· Yes, our products are 100% natural with no added colourings, flavourings or preservatives.
· Are the products concentrated?
· Some of the products are made from ground raw herbs, but most of the products are made from herbal extracts, which are concentrated before being made into powder or capsule form.
· Please refer to the product page or the packaging of the product for more information.
B. My Account
· How can I retrieve my eStore account password?
· You may retrieve your password by going to the login page, click on forget password and follow the steps given.
· How do I sign up for email alerts to learn of product updates and promotions?
· eStore product updates and promotions will be sent via the eStore e-Newsletter. There are 2 options to sign up for the newsletter:
1. When you are registering for the eStore membership, check the Sign up for e-Newsletter box.
2. You may also submit your email address at the top of the homepage to sign up for the e-Newsletter.
· Can I opt out eStore registration and just proceed to purchase?
· No, eStore registration as an eStore member is required for purchase. This will help us to track your order.
· I am an Eu Rewards member and I have been trying to login, but the login failed. Why?
· It sounds like you might be trying to use your Eu Rewards account to login in to the eStore Eu Rewards accounts and eStore accounts are seperate. You will need to create an eStore account in order to purchase from the eStore.
C. Orders and Deliveries
· What’s the lead-time should my order be out of stock?
· Our customer service representative will contact you to advise you on the lead time. Generally, you have the options of waiting for the product, replacing the product, or cancelling your order.
· Can I order through phone instead?
· We are not able to offer phone ordering at this stage.
· How can I make changes/cancellation to my orders?
· Orders that have been processed and shipped cannot be cancelled or changed.
· What are the returns and exchange policies?
· Please click here to learn about the Returns and Exchange policies.
· How can I view my purchase history?
· Purchase history could be retrieve under My Account page after eStore member login.
· How can I contact Eu Yan Sang about my orders?
· You may contact us here.
D. Shipment
· What are the available shipment methods?
· Local deliveries, such as Hong Kong and Singapore, are fulfilled by local courier services
Overseas shipments are fulfilled by Speedpost EMS.
· What is the delivery charge?
· Local delivery is free for orders over $300. Otherwise, shipping costs start from $8 for delivery during office hours (Mon to Fri 9am - 6pm or Sat 9am - 1pm) and $12 for delivery outside office hours (Mon to Fri 6pm - 9pm or Sat 2pm - 6pm).
Overseas delivery is based on the weight of your order. When you checkout your shopping cart, the delivery charge will be calculated for you to confirm before you make payment.
· How can I check on my shipment status?
· You may contact us here.
· What is the delivery lead-time?
· Delivery lead time often range from 2-5 days depending on the shipment location.
· Can I specify the delivery date or time?
· Local orders will be fulfilled within 2-5 working days. Currently we are unable to guarantee specific delivery dates and times. However, if there is no one around to receive the package, the courier will leave a note with instructions on how to re-arrange delivery.
· Can I amend the shipping address?
· The shipping address for an order cannot be changed once the order is confirmed.
· Can my invoice address be different from my shipping address?
· Yes, although there might be exceptions due to fraud prevention measures.
· Can I ship purchases separately?
· Yes, you will have to create separate orders.
· Are there restrictions to the shipment addresses?
· Orders will be delivered to countries which are listed in the delivery address options.
· How much does shipping cost?
· Shipping rates will vary depending on your order quantity. The rates will be calculated at the checkout page before your payment transaction.
· Who will pay for the custom clearance during the shipment and are there any custom duty charges?
· The customer is responsible for all customs related matters, including any charges, duties or delays.
· Can I place order online and collect it from store?
· Unfortunately, we do not offer self-collection of eStore orders.
E. Payment
· What are the accepted forms of payment?
· The eStore accepts PayPal, Visa and Mastercard payment.
· When will my credit card be charged for my purchase?
· Credit Card transaction follows your bank’s billing process. Usually, the amount will be charged to your next billing statement.
· Is eStore secure?
· Yes. eStore is a secured site. Please see our Security Policy to learn more.
· What is the Eu Yan Sang eStore security policy?
· Please click here to learn about the Security Policy.
· The payment transaction has failed. How can proceed with purchasing the items again?
· You may visit the Purchase History under My Account to retrieve the shopped items.
F. VIP Membership
· Will I be entitled to Eu Rewards points when purchase at eStore?
· Eu Rewards points are currently not awarded for eStore purchases, however we plan to offer this in the future and will send out an email to all members to inform them when we do.