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    Shipping Insurance

    Package protection & claims

    Package Protection & Claims

    1. What is Narvar Secure?

    Narvar Secure is optional shipping protection for your naturessunshine.com order. It's never added automatically: to get it, you need to select it in your cart or at checkout, for a fee of 2% of your order subtotal ($2.00 minimum). It covers physical loss of or damage to your order while it's in transit to you. Coverage starts the moment your package leaves our warehouse and continues until it's delivered. Most Nature's Sunshine orders ship within 1–2 business days. Protection is available on one-time orders shipped to U.S. addresses, up to $2,000 per shipment. Narvar Secure can't be added to Subscribe & Thrive (recurring) orders.

    A few things Narvar Secure does not cover:

    • Shipping delays, including a package that arrives late but undamaged.
    • Damage caused by temperature changes during transit.
    • Packages that are redirected, intercepted, or ordered through fraud or impersonation.


    Narvar Secure only covers shipping issues. If you're unhappy with a product itself, our 90-day Money Back Guarantee still applies, whether or not you added protection. Coverage is subject to the full Narvar Secure Terms and Conditions.

    2. My package says "delivered," but I don't have it. What should I do?

    If tracking shows "Delivered" but you have not received your order, please check these first:

    1. Ask anyone in your household and nearby neighbors whether they accepted it for you.
    2. Look around your front door, porch, side or back entrances, mailbox, parcel locker, or building mailroom.
    3. Wait one business day. Carriers sometimes mark a package delivered shortly before it actually arrives.


    Still missing? If you added Narvar Secure, file a claim through our Returns & Claims portal. Have your order number and checkout email address ready. Claims for packages that never arrived must be submitted within nine months of the expected delivery date, but we recommend filing as soon as you're sure the package is missing.
    If you didn't add Narvar Secure, or this was a Subscribe & Thrive shipment, contact Nature's Sunshine Customer Service at (800) 223-8225 (Mon–Fri, 7 AM–5:30 PM MT) or start a chat in our Help Center, and we'll help you look into it with the carrier.

    Still need help? Ask us directly.

    Our customer support team is here for you.

    Text Us

    Send a message anytime. A live agent will reply Mon–Fri, 8 AM – 5:30 PM MT.

    Chat with us

    Get instant help from our virtual assistant 24/7.
Live agents available Mon–Fri, 8 AM – 5:30 PM MT

    Email Us

    Reply within ~48 business hours.

    Prefer to talk to someone? Call (800) 223-8225, Mon-Fri 7 AM - 5:30 PM MT.

     

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    3. My order shipped, but tracking hasn't updated in 10 days. What should I do?

    A short pause in tracking is normal. Updates can take 24–48 business hours to appear after your order ships, and some carriers don't scan a package again until it reaches the next facility. Orders going to Alaska and Hawaii may take longer than our standard delivery window. If tracking hasn't moved in 10 or more days, first check with household members and neighbors in case the package arrived without a final scan. If you still can't find it and you added Narvar Secure, submit a claim through our Returns & Claims portal. Please note: Narvar Secure covers packages that are lost in transit, not delays, so claims are reviewed for loss. Claims must be submitted within nine months of your expected delivery date. Didn't add Narvar Secure, or is this a Subscribe & Thrive shipment? Reach out to Customer Service at (800) 223-8225 and we'll open an investigation with the carrier.

    4. My order arrived damaged. What should I do?

    We're sorry your order didn't arrive in perfect condition. If anything was damaged in transit, such as a leaking bottle, a broken seal, or a crushed box, please don't use the affected product.
    If you added Narvar Secure:

    • Take clear photos of the damaged product(s), the outer shipping box, the packing materials, and the shipping label.
    • Keep the damaged items, box, and packaging. Don't throw anything away until your claim is resolved, as it may need to be inspected.
    • File a claim through our Returns & Claims portal within 30 days of delivery and upload your photos.


    If you didn't add Narvar Secure, or this was a Subscribe & Thrive shipment, contact Customer Service at (800) 223-8225 with your order number and photos so we can help make it right.

    5. Can I remove Narvar Secure from my order?

    Narvar Secure is never pre-selected. It's only added to your order if you choose it in your cart or at checkout, and you can deselect it any time before you place your order.
    Once your order has been placed, the Narvar Secure fee is non-refundable.

     

     

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