FAQ / Help

How do I best reach you?
Our office hours are from 11AM-5PM CST, Monday thru Friday.  Our support ticket system is the best way to reach us as it is open 24-7.  We strive to answer all support questions within 12-hours or less, excluding weekends and holidays.

You may also leave us a voicemail via Skype (naanisnaturals / 512.333.2555).  When leaving a voicemail, please be sure to include your Name AND Phone Number AND Email Address / LoginID.

LiveChat is also available via the website.  LiveChat does not have set hours but when marked "Online," a representative is available or is assisting another customer.

NaanisNaturals.com
PO BOX 201573
Austin, TX 78720

How long before my products are shipped?
Where rates are quoted for USPS shipments, we utilize both USPS and FEDEX as our delivery partners.
Although most orders ship within 2-3 days of purchase...
Please allow 1-2 weeks for delivery on domestic retail orders.
Please allow 5-7 business days for delivery on Domestic wholesale orders.
Please allow 7-10 days for delivery on International orders.

Shipping and Handling Fee:
A $1.75 base handling fee is applied to all non-expedited orders and is automatically included into your shipping quote. The base handling fee includes processing and handling for your order. An additional $1.75 handling fee is charged if a change is made to an order that is scheduled to ship on the date that the change is requested.

The website is not showing my correct shipping/billing address.
In some cases, the website may show an incorrect shipping/billing address.  If this is the case, you can add a new address (your correct address to your address book) and then "Modify" your billing/shipping address on the checkout page.

What is your refund policy?
In order to insure that we provide sanitary merchandise and product, we allow full/partial refunds on non-perishable merchandise that is returned within 30 days of receipt. Products must be returned in unused, undamaged, unopened condition.  For a return merchandise authorization number, exchanges or credits, please submit a support ticket - http://naanisnaturals.com/support.

What payment methods do you accept?
Paypal, Visa, Mastercard, AMEX, Discover, E-Check and Money Orders. All afore mentioned payment methods will be available on the website no later than 08.01.2011.  Please note, Taatjes Enterprises will appear on your credit card or bank statement.

When is my card charged?
The day your order is shipped. When you initiate your order, the system will pre-authorize your purchase.  Your card is not actually charged at this time.  When your order is ready to ship, approximately 1-3 days from when you placed the order, we will then secure the funds and ship your order.  Thus, no funds will be taken from your account until your order is packaged and ready to ship.

Please note, Taatjes Enterprises will appear on your credit card or bank statement.

I previously ordered and have yet to receive my merchandise.  How do I obtain a refund or a reshipment of my purchase?
We apologize for any inconvenience and will do our best to insure that we correct any issues regarding payment or non-receipt of merchandise. 

• Approved refunds for purchases that are under 120 days will be reissued via your original form of payment.  For orders that were shipped and not received, we reserve the right to deduct Shipping and Handling fees.
• Approved refunds for purchases that are over 120 days will be mailed in the form of a money order within 30-60 days of your approved request.
• Approved reshipments will be processed and mailed within 5-10 business days of your request.

To request a refund or reshipment, please visit http://naanisnaturals.com/support-tickets.html and have your order number and receipt handy.

Hotmail, RoadRunner, GMail and America Online (AOL) Users:
Hotmail, RoadRunner and AOL have strict methods in place to prevent unwanted emails from being delivered to the mailboxes of its subscribers. Unfortunately, their default filter settings can prevent their subscribers from receiving important emails regarding their online purchases. naani's naturals is not responsible for order delays caused by your email filters preventing our emails from reaching you. Please adjust your spam filter settings so that you can receive emails from naanisnaturals.com and naani.com.

What are naaniPoints?
naaniPoints enable you to earn a percentage of your purchase back by simply ordering with us.  naaniPoints have no cash value.  You are able to accumulate naaniPoints in a variety of ways:

• You will accumulate points on every completed order that can be redeemed during your next purchase(s).
• You will accumulate points for completing online surveys.
• You will accumulate points by submitting complimentary high-resolution Before and After pictures of your hair/skin after using naanis naturals products.  Please note, photos submitted to our Before/After Gallery will be displayed on naanisnaturals.com and our sister sites.  If you do not wish for your images to be displayed online or in advertisements, please do not submit your photos.

Cancellation Policy
Cancelled orders will be subject to a cancellation fee of 20% or $5, whichever is higher.