Frequently Asked Questions
Find answers to common questions about our products, shipping, and services
Products & Quality
Are your supplements third-party tested?
Yes, all our products are third-party tested by independent laboratories for purity, potency, and contamination. We only stock supplements that meet the highest quality standards and provide Certificates of Analysis upon request.
How do you ensure product quality in Bali's tropical climate?
We store all supplements in climate-controlled facilities with humidity and temperature regulation. Products are delivered in insulated packaging and we monitor expiration dates closely to ensure maximum potency.
Do you sell authentic products or copies?
We only sell 100% authentic products from reputable manufacturers. We have direct relationships with brands and authorized distributors, never third-party marketplaces or gray market sources.
How should I store my supplements?
Store supplements in a cool, dry place away from direct sunlight. For products like probiotics and omega-3s, refrigeration is recommended. Always keep containers tightly sealed to prevent humidity exposure.
Ordering & Payment
What payment methods do you accept?
We accept bank transfer (BCA, Mandiri), GoPay, OVO, DANA, credit/debit cards (Visa, Mastercard, Amex), and PayPal for international customers.
Is there a minimum order amount?
No, there is no minimum order amount. You can order a single product and still receive free delivery across Bali.
Can I cancel or modify my order?
Yes, you can cancel or modify your order within 1 hour of placement by contacting us via WhatsApp. Once the order is packed for delivery, changes may not be possible.
Do you offer subscriptions or auto-delivery?
Yes, we offer subscription plans with 10% discount on recurring orders. You can set delivery frequency (every 30, 60, or 90 days) and cancel anytime.
Shipping & Delivery
Is shipping really free?
Yes! We offer free shipping on all orders across Bali with no minimum purchase. This includes Canggu, Seminyak, Ubud, Kuta, Nusa Dua, Sanur, and all other Bali locations.
How fast is delivery?
Same-day delivery is available for orders placed before 2 PM in Canggu, Seminyak, Kuta, and Legian (2-4 hours). Ubud and Nusa Dua receive delivery within 3-5 hours. Remote areas may take up to 24 hours.
Do you deliver on weekends and holidays?
Yes, we deliver 7 days a week including weekends and most holidays. Delivery hours are 9 AM - 8 PM WITA daily.
Can I track my order?
Yes, you'll receive WhatsApp notifications when your order is confirmed, packed, and out for delivery. You'll get the driver's contact information and estimated arrival time.
Returns & Refunds
What is your return policy?
We offer a 30-day satisfaction guarantee. If you're not completely satisfied with your purchase, you can return unopened products for a full refund within 30 days of delivery.
What if I receive a damaged or defective product?
If you receive a damaged, defective, or incorrect product, contact us immediately via WhatsApp with photos. We'll arrange a replacement or full refund including return shipping.
How long do refunds take?
Refunds are processed within 3-5 business days after we receive the returned product. The funds will appear in your account within 7-10 business days depending on your bank.
Can I return opened supplements?
Opened products can only be returned if they are defective or not as described. For hygiene and safety reasons, we cannot accept returns of opened products due to customer preference changes.
Supplement Advice
Can you help me choose the right supplements?
Yes! Contact us via WhatsApp or email with your health goals, and our team can provide personalized recommendations based on scientific research and your individual needs.
Are your supplements safe to take together?
Most of our supplements are safe to take together, but some require specific timing (e.g., fat-soluble vitamins with meals). We can provide guidance on optimal supplement stacking and timing.
Do I need supplements if I eat a healthy diet?
Even with a healthy diet, certain nutrients are difficult to obtain in optimal amounts (omega-3s, vitamin D, magnesium). Supplements fill nutritional gaps and support specific health goals like longevity, performance, and cognitive function.
How long before I see results?
Results vary by product and individual. Some supplements like caffeine or pre-workouts work immediately. Others like collagen, vitamin D, or NAD+ boosters require 4-12 weeks of consistent use for optimal benefits.
Still Have Questions?
Can't find what you're looking for? Contact us via WhatsApp and we'll get back to you within hours.
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