Attention!

All information on this website, including “Terms and Conditions” are copy righted. You are NOT allowed to copy any of our content including, but not limited to our company name, our logo, text, graphics, photos, audio and video clips etc. and place it on your website or use it in any other shape or form such as electronically, printed matter or any other type of duplication technology, neither online nor offline. We will NOT give you written permission ever to do so. You will need to sit together with your own lawyer and word your very own Terms and Conditions and create your own website content and design.

About Terms and Conditions

Our Terms and Conditions apply to all sales and purchases made through our websites, regardless if the order was received via the internet, fax, mail or over the phone. By placing an order with Manuka Honey USA, you automatically agree to our Terms and Conditions and you acknowledge that you have read and understand our terms. You agree to be bound by these Terms and Conditions and to comply with all applicable laws and regulations. If one item or part of an item of Terms and Conditions becomes unenforceable, the remainder of the Terms and Conditions still has full validity.

Privacy Policy

MANUKA HONEY USA does NOT and NEVER WILL share, sell, rent, lease or trade your personal information with ANY third party - ever.

All information, such as your name, address, phone, e-mail, credit card information etc. that you submit to us in confidence and trust during the process of Placing an Order or signing up for our Free Monthly Newsletter, will not be shared with anybody else - ever, in order to protect your Right to Privacy! This information is only collected in order to process and correctly deliver the products that you have purchased from us.

Every time you place a new order with MANUKA HONEY USA, we will ask for your complete name, address, phone number and credit card information again, because we do NOT store your information in any type of computer, in order to protect your privacy from computer hackers. Your information is safe with MANUKA HONEY USA, Not even our tax consultants get to see your sales drafts.

We do NOT sell or pass on your information to any third party at all. (We do get asked a lot by other Companies that sell similar products, if we would like to trade our Customer List - the Answer is NO!).

You may go ahead and order in Confidence from MANUKA HONEY USA, anytime 24/7 day or night, world-wide, knowing that ALL information is safe with us. Your information is simply utilized to full-fill your order. Your information is not logged into any type of computer, except your e-mail address. Manuka Honey USA may send you their FREE monthly newsletter, specials, discounts, seasonal specials, new product information and other breaking news in the honey world. At the bottom of each newsletter you are given the opportunity to also subscribe your family and friends or to un-subscribe at any time.

MANUKA HONEY USA highly values it's Customers and their Right to 100% Privacy!

Links to other Sites:

Manuka Honey USA may provide links to an external website. When you click on such a link, you will leave www.manukahoneyusa.com. The Privacy Policy of the external website will then be in effect, and no longer the privacy policy of Manuka Honey USA. Manuka Honey USA does not control or make any endorsements of any kind regarding external websites and their policies.

Security and Confidentiality 24 / 7 - Shopping at our site is safe!

At Manuka Honey USA we want to make your shopping experience is safe, convenient and fun. Therefore, our site features the latest in Security Technology in order to ensure a Safe & Secure Transaction during your shopping experience. All information you supply to us during the course of an order is kept Secure and Confidential at all times. Your confidential information is automatically encrypted in transit from your computer to ours. We use Secure Socket Layers (SSL) Technology to encrypt all information you provide before sending it to our secure servers. SSL is the industry standard and the best software available for secure ecommerce transactions. The VeriSign Secure Site Seal assures you that this web site has been authenticated by VeriSign and that confidential transactions with our site are secured by SSL encryption.

There are several visual Security Icons and Features located at our Secure Online Shopping Cart you can easily identify. For example, when you are finished placing an order and you click on “Check Out”, you will notice that “http:” has just changed to “https:”. All the information you give us during the course of placing your order such as your name, address, phone, e-mail and credit card information is now guarded with utmost security, confidentiality and discretion. Not even our Tax Consultant gets to see your credit card receipt!

What happens when I supply my Credit Card information?

As soon as you submit all your personal information, including your credit card number and expiration date, the Secure Socket Layers will cut all that information into thousands of pieces, so it can not be accessed during the ½ second that the information is forwarded to us for processing. Once the information reaches our Secure Computer, the information is reassembled. You will also see a “closed lock” symbol right under the area where your credit card number and expiration date is collected for further Security Comfort. The confirmation e-mail that we receive, alerting us that we have received a new order, does NOT display your credit card information. In order for us to process your order, we access our Secure Shopping Cart Provider via our ID# and password in order to print out your order and process it via our offline Merchant Services Device. We have been a Member of our Secure Shopping Cart Company since 1997.

All orders are processed offline with our Merchant Services Device, after we have weighed your package and have determined the exact amount for shipping to your zip code location. Each order is processed individually with the utmost care to detail. The shipping amount is determined by the exact weight and destination of your package – this way you are never over charged for shipping.

PS: Your orders are just as safe when placed online, offline or over the phone with our knowledgeable, security oriented and friendly staff.

Attempting Fraud? Think Twice!

If we find out that some or all of the information you supply to us when placing an order, such as your name, address, phone number, credit card number or any other part of the information supplied is not only incorrect, but has been collected through illegal fraudulent means such as computer hacking, trashcan picking or any other means, we will prosecute you to the maximum extent allowed by local, state, national and international law, in order to prevent you from repeating your online crime of using other people’s credit card numbers to purchase our products. By the way, your computers IP address is being logged, so we will find the source from where the order was placed, contact local authorities in your area, who will be more than happy to stop your illegal transactions. During the past 11 years, we have successfully prosecuted 7 cases, and brought justice to those who’s identity has either been stolen and hacked into by national and international online criminals. Reminder: all information provided to us at the time an order is placed, must be true and accurate. Providing False Information is considered fraud and is subject to the Business Consumer Act of 1993. Manuka Honey USA reserves the right to refuse service or cancel orders to anyone for any reason whatsoever and can not be held responsible for any fraudulent information provided.

Copy Right / Proprietary Information:

Do we really have to say this?

Intellectual Copy Right’s Notice:

Our business name and all our websites are registered and copy righted. We do NOT allow anyone to use, miss represent, copy or make use of our company’s information in any shape or form online or offline, pertaining to, but not limited to our business name, domain names, text, graphics, photos, logos, links, audio clips, video clips etc. We are not giving written permission to anyone asking us to use above listed information in any shape or form. It is OURS. If you intend on selling similar products, you will need to CREATE your own text, hire your OWN website designer and create UNIQUE content – this will keep you out of trouble. If we see or hear of anyone trying to ‘imitate’, use, miss use, or miss represent Manuka Honey USA in any shape or form, we will prosecute that person or company. If you are still willing to risk getting caught, stealing our material, you will be reported to all the appropriate online and offline authorities. We will also report you to all the search engines that we find your website at and ask them to REMOVE you, due to fraudulent activities. In addition you will also be reported to the U.S. Copy Right Office. So in order to avoid all the above hassle and risk loosing your website forever with all the top listing search engines, do yourself a favor and be FAIR. Create and design your own websites and respect other websites that were there long ‘before you’. Again, we do NOT appreciate “wanna bees” and “copy–cats”, and you wouldn’t either if it were your material stolen from your website! Right?

Copyright of Photos submitted to Manuka Honey USA together with a Customer Testimony:

Please Note, that all photos submitted to Manuka Honey USA together with a Customer Testimony, become the copyright of Manuka Honey USA. With the customer's spoken or written agreement to publish his / her testimony with our without photos, the photos automatically become the copyright of Manuka Honey USA. If needed, we will be happy to return your photos after publication for your file or your doctor's file.

Re: Published Customer Testimonies with or without photos:

Please note, once your testimony has been published with your permission, with or without photos, and you have received your Thank You / Appreciation Gift for sharing your story with us, Manuka Honey USA, does not remove a Customer Testimony for any reason whatsoever, unless we decide to do so.

Trademarks

The trademarks belong to the respective owners of the trademark.

Our business name and website domain are registered and copyrighted. We do NOT allow using our business name in any way. Even if you ask us, we will NOT give you permission to use our business name in any way, neither on your website nor in any way for marketing purposes such as search engine ranking, e-mail marketing. We do not allow you to use our business name, neither in any electronical nor paper form of any kind whatsoever. If we find that you are miss-using our business name, logo, our product photos or symbols in any form, we will report the abuse to the appropriate authorities on and offline.

Restrictions on Use of Website and Website Content

The sole use of our websites is for informational purposes only. Manuka Honey USA and it's entire staff, does not make any medical claims of any kind regarding treating, curing or healing any disease or illness. Before trying any natural remedy, it is in your own interest to consult with your doctor first, as even natural remedies could have adverse affects when taken with prescription medication.

Disclaimer of Liability

The use of our websites is for pure informational and educational purposes. Manuka Honey USA does not make any medical claims of any kind, and we certainly do not replace your physician. We recommend that you consult with your doctor first, before trying any natural product. Ask your doctor if you could be tested, to make sure that you are not allergic to any ingredients in our products? Also ask, if taking our natural products may have any adverse effect when taken together with your regular medication?

The use of our products have not been evaluated by the FDA. The information provided at our website and the products offered for sale, are not intended to diagnose, treat, cure or prevent any disease.

We will soon launch Manuka Honey USA’s own Affiliate Program. Please note, that we are not making any claims as to how much money you can make by referring our products. How much money you will make, all depends on your ‘word of mouth’. The more buying customers you tell about the natural benefits of our products, the more money you will make.

Limitation of Liability

Under no circumstances can Manuka Honey USA be held liable for any circumstances including but not limited to direct or indirect damages caused by any of it’s products that could lead to injury or death when visiting our websites. Manuka Honey USA can also not be held liable for any instance concerning the access to our website including but not limited to loss of data, computer viruses etc. If your computer were to get infected by a virus from our computer (that we are not even aware of, after all we have extensive antivirus programs installed – but never the less, no system is guaranteed 100% safe at any time), you are solely responsible for service and repair of your computer and data safety.

Law and Jurisdiction

Any conflict arising out of the use of our websites or products are governed by the laws of the State where Manuka Honey USA is located.

Legal Obligations under this Privacy Policy

Manuka Honey USA may disclose user information in rare cases where we have substantial reasons to believe that a user has stolen someone else's identity and/or is attempting to use someone else’s credit card to purchase our products, forcing a fraud transaction, or any other unethical and illegal behavior.

Manuka Honey USA will contact such individual first and give the user a chance to rectify their actions. If the dispute can not be resolved and the user continues to ‘push his/her luck’, Manuka Honey USA will identify, contact and bring legal action against such user / abuser, especially if this individual’s behavior is intended to hurt, abuse, harm or financially harm an innocent card holder or other individual by his / her illegal activities. Manuka Honey USA may disclose user information only when we believe that the law requires it.

Subscribe / Unsubscribe

When you place an order with us, we may offer you a free monthly newsletter as well as follow-up e-mail messages (auto-responder messages). At anytime, if you wish to no longer receive our informative and educational newsletter, you may un-subscribe at any time. At the bottom of each newsletter you will find the link to un-subscribe. If the newsletter is not for you, but you know that a family member or co-worker needs this information because of the natural health benefits of our products, you may, with their consent, subscribe them to our newsletter. Please note, we NEVER, rent, sell, lease or share your e-mail with any third party – ever. We have kept this promise from day one, when we opened the doors to our business back in 1994. Please note, auto-responder messages can not be stopped, but will stop naturally at the end of the sequence.

Children’s Privacy

We do not knowingly collect or maintain personal information from children under the age of 13. We do however encourage parents to be on the alert. You need to know which sites your child is visiting. Tell your child, to NEVER give out their name online to anyone, neither their address, phone number, nor the school they attend or any other personal information. Be aware of the chat rooms your child may be visiting and the conversations / dating that may be going on at a very early age! For more tips and information on protecting your child online, please visit the FTC site at: www.ftc.gov/bcp/conline/edcams/kidzprivacy.index.html

Ordering

You may place your order anytime 24/7 online at: www.manukahoneyusa.com/SecureShopping.htm. If you have any questions, please e-mail us at: manuka@manukahoneyusa.com. You may also place your order over the Phone at: 1-800 395 2196 during Regular Business hours. We prefer to receive your order online for one simple reason, we will NOT miss-spell your name and address. Ordering online will avoid shipping delays, due to incorrect addresses or numbers. Also, when you place your order online, you will receive an Order ID Number and UPS Tracking Number.

Pricing

Manuka Honey USA has established long term relationships with it’s customers, some customers date all the way back to 1994, the year we opened our business. We aim at keeping our prices as fair and stable as possible in order to continue to give our customers the best service online. However prices, exchange rates, terms and conditions can change at any time, due to supply and increasing demand, weather conditions, seasons etc. The latest reason for a price increase on some of our products is due to the steadily rising value of the New Zealand Dollar and the consistent weakening of the US Dollar. We at Manuka Honey USA, have been paying for the difference in currency for a very long time in order to keep our prices stable.

Long overdue price increase. Manuka Honey USA has held it's prices steady for the past 4 years, paying for the increasing difference in cost regarding rising import fees such as customs, duties, brokers, harbor fees, shipping, insurance and new Home Land Security Fees we have never seen since 1994...). Also, the price of Manuka Honey and Active Manuka Honey has increased substantially during the past 12 months. Above factors have forced us to review our entire pricing structure. As always, we will continue to keep our prices stable for as long as possible. We continue to offer the popular 10-15% Discount, depending on the amount of your order.

With the world-wide increased interest in manuka honey products, prices will continue to rise every year, as there is only a limited supply of manuka honey available per season. In 2006 the price of manuka honey has increased again by 12,5%!

Shopping at Manuka Honey USA is still a bargain!

There are similar websites that sell Half the Amount of Active Manuka Honey, 250g for $ 36. Their 500g jar would cost $ 72!

Important Notice! The only Manuka Honey USA Prices that are official and binding, are the prices listed at our websites. The Pricelist included in your package is placed inside your package as a service to you, as not all customers have access to a computer. Please keep in mind that printed matter gets out dated fast. Another important note is, that our websites are an integral part of our printed Order Form. Everybody today has FREE access to the internet through their local libraries (thanks to Bill Gates generosity, supplying schools and libraries with FREE computers in most parts of the US). Schools, Neighbors, Families and Friends can also help you research products online.

When you purchase any product from Manuka Honey USA, you automatically agree that you have read, understand and agree with our Terms and Conditions.

Manuka Honey USA has the right to reject any orders which include incorrect prices due to factors not in our control such as incorrect data entry errors, code errors, incorrect shipping amount, incorrect pricing provided by manufacturer, translation errors, hacking. Prices are NOT negotiable and do not include shipping and shipping materials which will be calculated at the time your order is processed. And remember, we do not ship for a profit, we ship as a Service to you…

Domestic Payment Methods (DOMESTIC = including the United States and Canada)

We accept VISA, MASTER, DINERS, DISCOVER and AMRICAN EXPRESS, Money Orders, Bank Certified Checks. We no not accept Personal or Business Checks – no exceptions.

Payment

We accept Visa, Master, Diners, Discover, American Express as well as postal money orders and bank money orders. We do not accept private or business checks. Your credit card will be processed offline, at the time your order is processed and all products are available. Please make postal or bank money orders payable to Manuka Honey USA and send money order to:

Manuka Honey USA
P.O. Box 617363
Orlando FL 32861

We will process your order, as soon as we receive your money order.

Shipping

We have been serving our customers since 1994, using UPS as our shipper. We have found that UPS is a very reliable and dependable carrier and has served our customer’s needs well. Please Note, we recommend and assume that anyone ordering products to be shipped to a foreign country (outside the USA), has checked with their local customs officials to verify that the ordered products may be imported into their country complying with local rules and regulations. Any Buyer placing an order outside the US and Canada, solely accepts the full risk of having a part of his shipment or the entire package confiscated by customs for any reason whatever – even to the extent of not receiving his / her package at all due to confiscation by local customs officials. By purchasing products from Manuka Honey USA, the Buyer automatically agrees NOT to hold Manuka Honey USA liable for packages confiscated by customs. The Buyer is solely responsible to paying possible import duties and taxes to customs in his / her country.

All our products are professionally packaged for safe national and international delivery. We normally ship our orders out within 1-3 business days. In the rare event, that one or more items should arrive broken or damaged while in transit, or if a package is lost (extremely rare…), we will gladly replace the damaged product(s), after UPS has inspected your package, or after a UPS tracer was unsuccessful and claim forms have been submitted to us for processing. Please note, once your package has left our premises, you can not cancel the order.

Domestic Shipping Method

We ship all orders via UPS Ground plus a $ 2.00 handling charge, unless you specify at the time you place the order, that you wish to receive your order via UPS Next Day Air, Second Day Air or Third Day Air. Very important, when placing an order, we need your PHYSICAL ADDRESS! UPS does NOT ship to a P.O. Box address. (U.S. Mail offers a very limited service. If a package is damaged, lost or stolen, they will put a tracer on the package, that can take anywhere from 30-180 days. Then if your package is not found by U.S. Mail in all their Distribution Centers, it takes another 4-6 months just to get some money back. Packages to Hawaii and Alaska are still shipped via U.S. Mail with a $ 3.00 handling charge and usually do arrive safely. However, we may soon switch to sending ALL packages via UPS, except packages going to military personnel such as an APO / AE address.

International Shipping Method - UPS

All International Orders are now shipped via UPS - no exceptions. UPS charges may be slightly  higher than U.S. Mail rates, however, UPS services are far more advanced, reliable and dependable than U.S. Mail services. UPS packages are trackable and insured. Please Note, Manuka Honey USA only charges you for the product total (minus discount, if applicable) and UPS shipping amount. However,  your country may charge you for additional fees such as customs fees and brokerage fees.

We ship all our products world-wide – Please Note Exceptions!
Countries we can NOT ship to:

Some countries may have a honey embargo, strict customs controls, customs regulations and border controls that do not allow us to ship our products to you. Some of those countries are: Africa, Swaziland, Botswana, Lesotho, Tobago, Trinidad, Iran, Iraq, Pakistan, Brazil, Venezuela, Jamaica, Western Australia, Singapore, Nigeria, Morroco and possibly other countries.

Please note, some countries mentioned above are on this list because we have experienced a very HIGH RISK of attempted FRAUD TRANSACTIONS. We are no longer willing to deal with such known high risk countries.

Delivery Method

UPS is allowed to leave packages at your front door, porch or gate without a signature, if  you are not at home to receive your package, if your UPS driver considers your neighborhood to be "safe". If you live in a "safe" neighborhood or not, is entirely up to your UPS driver. Your UPS driver knows your neighborhood very well, and has the authority to decide on a case by case basis if he or she decides to leave a package at your front door, porch, fence, or inside mailbox. Please note, when UPS does trust your neighbor hood and leave a package at your font door, and later on if you have to file a claim, saying that you never received your package, UPS will MARK your address as "UN-SAFE" and no matter which company you may order products from, UPS will NOT deliver any packages to your address anymore, unless you are at home to receive them. Please Note, after 3 delivery attempts, UPS will return your package to us. Once we receive a returned package from UPS, we will contact you over the phone and ask for a physical address (usually the address of your place of work) in order to re-deliver your package. We do have to charge for a second delivery attempt, as UPS does not ship for free. Thank you for your understanding.

UPS attempts 3 Deliveries before returning your package to us...

If a UPS driver decides NOT to leave a package at your front door or in front of an apartment, due to security or safety reasons (in un-safe neighborhoods a package could get stolen, or if the owner has a known vicious dog or for any other safety / security reason UPS decides not to deliver, they WILL stick a Note on your door, informing you that they attempted to deliver your package today, (but you, or any other member of your household was not present at the time of delivery). UPS will then attempt to deliver the package the next business day (weekends and holidays not included). If you or any of your family members are again not available to accept and sign for the package, UPS will leave a second sticker Note on your door and UPS will return the next day to try to deliver your package. If the 3^rd delivery attempt also fails, UPS is required to return the package to the sender (Manuka Honey USA). When we receive a package from UPS after 3 attempted deliveries, we call you and ask you either for a different address, work address, or any other address of a friend, relative or neighbor where we can deliver your package to, where someone will be available to accept the package. Of course UPS does not re-ship for free, so we in turn will charge you again for shipping. So, do yourself a favor and avoid above returns, hassles and double payment of shipment costs. When you place your order, please supply us an address where you or someone you trust will be there to accept your package. Most people who work all day, simply have their package shipped to their place of work and the receptionist can accept and sign the package for you. If you live in an apartment complex, usually the office will sign for you, so please check with the office first before calling us. Thank You. Please Note, we do not accept any returns, and we do not refund any amount for international orders. The risk of not receiving a package or having it confiscated by customs of your entry - is entirely your risk, not ours. So please place your order carefully.

When will I receive my Order?

When placing your order, you have the choice to select how FAST you would like to receive your package. UPS Ground is our standard procedure of shipping orders. With UPS ground you can receive an order as fast as the very next day, if you live within the same state of the Manuka Honey USA warehouse. Regular UPS shipping times are anywhere from 3-7 business days, not counting weekends and holidays. So from the date you place your order, you will receive it within just 2 short weeks. We ask that you please be patient and not contact us via e-mail or phone us within 2 weeks of the order date, asking about the ‘status of yoru order’, as these types of inquiries will hold up our personnel, who is busy taking orders, packing, shipping and answering product questions online.

Here is the Time Table that you will receive your package if you requested UPS 1^st Day, 2^nd Day or 3^rd Day Air:

UPS Next Day Air: you will receive your order the very next Business Day (not counting weekends and US Holidays), IF you placed your order before 12:00 noon our time.

UPS Second Day: When you place an order on Monday morning, you will receive it on the second shipping day, which is Wednesday (the day of departure does NOT count). When placing the order on a Friday, the package will arrive on Tuesday etc, if you placed your order before 12:00 noon our time.

UPS Third Day Air: Same as 2^nd day, but one day later, if your order was placed before 12:00 noon, our time.

Standard UPS Ground: 4-7 days. Orders shipped within the same state we are located can take as little as 1-2 business days, without paying any extra for a faster shipping method.

How to report a claim when a product has been damaged in transit

We have been shipping packages with UPS since 1994. Each order is processed with the utmost attention to detail. Most products are packaged in un-breakable, plastic food-grade containers. However, if a package is exposed to an impact while in transit, a product could get damaged. What should you do?

1. Call Manuka Honey USA at 1-800 395 2196, and report the damage to us immediately upon receipt. Please tell us which product was damaged. We will then contact UPS and begin the Claim Process.

2. Extremely Important!
You MUST keep the box and the damaged item up the 6 business days. UPS has the right to inspect your package. Yes, even sticky honey...

(In the past, UPS has received too many false claims, meaning people claiming that they received a product damaged, when in fact nothing was damaged at all. Recipients simply tried to get 1 more product for free at the expense of UPS.)

If you decide to throw away the box and / or the broken item, and UPS makes use of their right to inspect your package for the damage claim reported, UPS will NOT replace the damaged item for you, neither will Manuka Honey USA. By throwing away crucial evidence of a damaged item, you have just waived your right for a replacement.

3. If UPS claims responsibility for the broken item, they will send us Claim Forms within 10 business days. We will fill out the claim forms on your behalf. As soon as we receive payment from UPS for the damaged item, we will re-ship the same product to you at no further expense to you.

4. Please be patient - it does take time to file a claim, wait up to 10 business days (10 business days = 2 full weeks) for us to receive claim forms, we fill out the claim forms and mail them back to UPS. Once UPS has received the claim forms, they will send payment to us. As soon as we receive payment from UPS, we will re-ship the product to you.

Re-Stocking Fee:

Any product returned to us, will automatically be subject to a 25% Re-Stocking Fee, at the sole discretion of Manuka Honey USA, regardless of reason. No returns allowed on opened or used products for any reason. Shipping is non-refundable. In addition to the re-stocking fee, you will also be charged a 10% Return Fee for handling your return. Please select products carefully when placing your order.

Ownership

As soon as your package has been delivered, you have acquired ownership. Manuka Honey USA can no longer be held liable for damage caused to products after delivery.

Inspecting your Shipment...

You are responsible for inspecting your shipment immediately upon receipt. We do not accept any returns due to damage caused in transit, and we will not replace any "missing items" not reported to us immediately, nor will we take action regarding any other imperfection your order may have encountered, after the 3rd day of trackable arrival time. As soon as your package has been delivered (if you are at home or not), you take on ownership of the package. Again, it is crucial that you inspect your package upon trackable receipt within 3 days.

Exchange / Refund Policy

We will exchange or refund any damaged item within 7 days of receipt upon production of a valid receipt. Unfortunately we are unable to offer refunds or exchanges on any products that have been opened, used, or where the original packaging has been changed or altered in any way such as adding a hand written note onto a label such as “take 3x per day” etc.

Please carefully select your products at the time of ordering. We do not exchange products because of ‘change of mind’, 'don’t’ like taste', 'don't like label', 'don't like color' or 'don't like consistency of honey' or any other "Petty Reasons".

We will replace items that were damaged during shipment. If you try any one of our products, and find that you are truly allergic to a specific product, you may exchange un-opened items of that same product that are in re-sellable condition that you think you had an allergic reaction to, and exchange it for another product within 30 days of purchase. You are responsible for the shipping charges to return the un-opened items to us for an exchange or refund. Absolutely no exchange or refund after 30 days of purchase for any reason whatsoever.

If customer qualifies for a genuine refund, we will exchange damaged product at no cost to customer, after UPS inspection, tracer and claim forms have been processed. Please be patient, it takes 8-10 days for UPS inspection and claim form submission. We ask that you do NOT call us on the phone every 2 days, asking for the “Status of your Claim”. If you paid with a credit card, we will pay your refund to that same credit card. If you paid the original order with a money order, we will send you a refund by our check within 3-5 weeks that you filed the damage with us.

Please Note, we do not accept any returns, and we do not refund any amount for international orders. The risk of not receiving a package or having it confiscated by customs of your entry - is entirely your risk, not ours. So please place your order carefully and to a 100% correct address.

Please note: When you place an order with Manuka Honey USA, either online or over the phone or fax, you automatically agree to our Terms and Conditions.

Complaints – General Comment

Complaints are handled by the manager at Manuka Honey USA and not our order or shipping personnel. When presenting your complaint, please present it in a factual, non-emotional, professional manor. Treat people as you would like to be treated yourself…

How to address your Complaint to us:

Following is the Order in which we accept complaints. Do NOT call us at our Toll-Free Number – that number is reserved for Orders only.

1. You must send us an e-mail to manuka@manukahoneyusa.com with your complaint using netiquette (netiquette meaning “good online manors”). Describe your complaint in a few short sentences. Very important, attach the e-mail confirmation of your original order including your Order ID number, so we can pull up your order and start working on the complaint.
    
2. Give us at least 24-72 hours to respond to your complaint during regular business hours (MO-FR 10-4 Eastern Time, not counting weekends and holidays).
    
3. If you do not hear back from us within 72 hours, you may call us. There is a slim chance that your e-mail could have landed in our ‘trash bin’ due to security features protecting our computers. We do read our ‘trash bin’, but sometimes an e-mail can be over-looked.
    
4. If a complaint cannot be resolved within the first 72 hours of receipt, we will keep you informed as to our progress in resolving it.
    
5. Disrespectful, rude, arrogant, demanding and threatening behavior will NOT be tolerated. If we are treated in such a manor, you have just waived your right for any refund at all - no matter what reason. Manuka Honey USA reserves the right to Refuse Service to anyone for any reason whatsoever, including no reason or explanation for such an action.

Order Cancellations / Un-Authorized Returns / Refused Shipments:

Order cancellations, un-authorized returns, refused shipments and other types of returns, will automatically be charged a 25% restocking fee, no matter what the reason. Shipment cost is non-refundable. If a customer wishes to cancel an order, it is the responsibility of the customer to cancel the order prior to the product being shipped. If a customer cancels an order after product has been shipped, the refused shipment, cancellation, or returned item, for ANY reason, will be subject to the re-stocking fee. Shipping charges are always non-refundable.

In addition to the 25% Re-Stocking Fee, we will also charge a 10% Return Fee for handing your returned items. We do not accept any returns from international orders (orders outside the United States), for any reason whatsoever.

Refusing to accept an order placed:

If you should choose to refuse accepting an order that you placed with us, you do NOT qualify for any refund, for any reason. If your package is returned to us for any reason or with a note such as: 'customer refused to accept package', you have just waved your right for any refund, as this action is considered an 'un-authorized return'. When you place an order with Manuka Honey USA, we believe that you want to receive our products - so by changing your mind later - for ANY  reason - you do not qualify for a refund or partial refund. Shipping cost is always non-refundable.

Un-authorized Returns:

If you decide to return a package to us for any reason, without prior authorization and return instructions from Manuka Honey USA's manager, you have waived your right for a refund. Shipping cost is non-refundable. It is your responsibility to pay for return shipment cost.

If you refuse to receive an order that you have placed with Manuka Honey USA, and you return the package at OUR EXPENSE, you have just waived your right to any refund whatsoever. In addition, we will charge you for the amount our account was charged by UPS, plus an additional PENALTY FEE of $ 5.00 for returning a package at OUR EXPENSE.

If an item is returned to us, it must be properly protected from damage in transit and must arrive in re-sellable condition. If the item arrives in damaged condition, you do not qualify for a refund.

Out of stock items:

If an item is out of stock - we place a Note at our Secure Online Shopping Cart, informing our customers that the item is currently not available, and we usually give an approximate time-line, as to when we expect a product to be back in stock. If you ordered more than 1 item, including the item that was out of stock, we will ship the entire order together, as soon as the missing item is back in stock. If you wish to receive the other products immediately - please email us - and we will ship all other items to you. Please keep in mind, that when we ship the out of stock item to you, once it becomes available - we will charge you for shipping - as UPS does not ship for free - thank you for your understanding.

Product Availability

All Products are subject to availability. Manuka Honey USA does reserve the right to ship same product from different manufacturer, which may have a different label or look other than the product pictured online. Therefore, product appearance can change such as the packaging, labeling, sometimes the content amount can change too, depending on the manufacturer’s decision.

Changes to 'Terms and Conditions'

Manuka Honey USA has the right to change 'Terms and Conditions' at any time. Changes will most likely have to do with Security Features and battling Fraud. As people around the world are very creative and new technologies are found to bypass, intrude and crack security codes, Manuka Honey USA is committed to staying informed and to include any new security features that become available on the market and implement those features immediately. Our computers well are protected against viruses and are kept up-to-date – but not one computer in this world enjoys 100% security.

Changes in Corporate Structure

If Manuka Honey USA is sold, transferred, restructured or transferred to another entity, the personal information you have provided at this site, may be transferred as part of that transaction. Manuka Honey USA will take steps to assure that any personal information is used in a manner consistent with Manuka Honey USA’s policy regarding 'Terms and Conditions' under which the information was collected.

Effect of all Terms and Conditions

These 'Terms and Conditions' have been in effect since 1994, the day we opened our business and remain in effect to this day. If one part of the 'Terms and Conditions' becomes unenforceable, the remaining of 'Terms and Conditions' still holds full validity.

Common Sense

Since you are reading about 'Common Sense' now, we do assume that you have read our entire 'Terms and Conditions' Policy, congratulations. The above information all boils down to common sense. Put yourself for a moment into the shoes of a company owner and imagine how YOU would run your business. What rules and regulations would you set up do to business with your customers? It is really simple, you want to attract customers to your website, give them good information they need to make an educated / informed decision to try your product and hopefully return to you for the rest of their lives. Nobody wants to deal with finicky, un-reasonable, over expecting customers with huge demands, crazy expectations and bad manors. So, if YOU were the owner of this company, you too, would have to write all above rules and regulations called 'Terms and Conditions', which really are – just common sense…

We wish you a great day and a successful, healthy, and happy life.
May God bless you and your family in every way.

Come as a Customer – Leave as a Friend….