Dear Valued Customers,
We are not a supermarket ! We always aim to supply your orders as-soon-as-possible. We take much pride in the fact that most of our products are especially manufactured following being ordered. Thus, it may take some times before the order is delivered to the postal agency for shipment. This period differs between the different products, usually maximum of 7-10 workdays. During high seasons, (Holidays etc.) please allow an additional 5 workdays.
Shipping and Handling (S&H)
S&H costs are calculated and displayed during the checkout process, depending on weight of order, before the purchaser proceeds to choose his preferred payment option. Buyers may be automatically given a choice between two shipping options from which they may choose their preferred option, depending on shipping prices and shipment terms. In case only one shipping optioned is provided, that is due to weight restrictions in the unavailable options. Furthermore, the option of shipping by courier service is available and may be requested by contacting us at info@MyHolyStone.com. There are 3 main shipping options available on the website:
1. Registered Air Mail –
a. Will be offered during the Checkout process for any orders with maximum weight of 2 Kilograms (~4.4 lbs).
b. For heavier orders, this option will be disabled.
c. Tracking of Registered Air Mail Shipments is possible, using the Air Waybill Number which will be sent to you by email upon shipment. Once the package leaves Israel, it will indicate this in the tracking results. In some destination counrties, it is possible to continue tacking the shipment, once it arrives in the destination country. Please use the available links on the tracking results page on the Israeli Postal Service tracking page.
d. Shipment duration, following delivery of the package to the postal agency, is usually 14-18 working days, depending on desired shipment destination.
2. EMS – Express Mail Service –
a. Will be offered during the Checkout process for any orders with maximum weight of 20 Kilograms (~44 lbs).
b. For heavier orders, this option will be disabled.
c. Tracking of EMS shipments is possible, using the Air Waybill Number which will be sent to you by email upon shipment. Click the Shipment Tracking option on the General Information Box on the Home Page.
d. Shipment duration, following delivery of the package to the EMS agency, is usually 3-10 working days, depending on desired shipment destination.
e. Please Contact Us for larger / heavier orders and we will offer alternative Shipping possibilities. See also Courier Shipment possibility, below.
3. Courier Shipment (DHL, UPS, FEDEX etc.) –
a. Shipments by courier service may be arranged, but will not be offered automatically on the website.
b. Please Contact Us for Details at any stage of purchase, before final approval of purchase so that we will be able to assist with Courier Shipment.
c. We will aim to supply the best and cheapest available courier service to your desired destination.
d. Tracking of courier shipment is possible, using the Air Waybill number and through the link which will be sent to you by email upon shipment.
e. Shipment duration, following delivery of the package to the courier agency, is usually 2-5 working days, depending on desired shipment destination and type of shipment chosen.
For large orders or orders by wholesalers, please Contact Us for shipping options.
Purchaser assumes any and all risk, and is solely responsible for, any compliance issues involved in the shipment of products to his desired destination, including meeting all compliance regulations for the import of such products to his destination. Additionally, the purchaser assumes any and
all risk, and is solely responsible for any customs issues, including but not limited to, the inspection, confiscation or fees charged
regarding the shipment of his order to his destination.
· Customers wishing to return products, must Contact Us by email in writing to info@MyHolyStone.com within 5 (5) days from receipt of merchandise and place a request to return the products, including full details of purchase and a detailed explanation for the reason of return.
· A reply to any return request will be supplied by us to the customer within seven (7) days of receipt of request. We will review the data supplied by the customer requesting to return a product and will notify is return is possible and what the applicable return terms will be utilized, based on the terms set herewith.
· All returns MUST include a copy of the authorization approval for the return of goods and a copy of the original purchase invoice.
· Credit or adjustment may be given on mistakes that are our fault. In this case, refund amount will be 100% of your purchase price and return shipping costs as originally paid by you at time of purchase.
· Returns of products which were incorrectly ordered by the customer, will be charged a 20% restocking fee and return freight costs will be paid by the customer. In such cases, shipping costs for exchanging goods shall be charged to the customer and must be prepaid and insured for their original purchase value.
· Returned orders / products must be returned in their original, unopened and undamaged packing only and both product and packing MUST be in new, unused condition. Credit will not be issued for products returned that had been miss-used, altered or marked in any way or for products returned in damaged or un-original packing.
· Returned orders / products must be returned within 21 days after approval is granted by us. After this, it is at our discretion if to refund.
· We do not accept returns for: Food, cosmetics or clothes.
· We do not accept returns for any type of customized orders, unless if the product is defective due to the production process or due to our mistake. Any customized order which was incorrectly approved by the customer may not be returned.
· As all of our products are produced from 100% natural raw materials, each product is unique in shape and size and will surely differ from the products shown in the pictures in our brochures and on our website. We do not accept returns due to any discrepancies between the products purchased and the products shown on our website, with regards to shape, size or color and which are due to the natural differences of the raw materials used to produce each and every product.
· Purchaser assumes responsibility for any and all damage to the product during the return shipment.
· It is at our full discretion to refund any product purchased on the website.
· Mail returns should be made to:
M.H.S.A.A. Trade Ltd.
P.O. Box 3281
Customs and Duty
Please note that all shipments may be subject to import duties and taxes, which are levied once a shipment reaches your country. Additional charges for customs clearance must be borne by you, as we have no control over these charges and cannot predict what they may be.