Shipping Policy

Last updated: September 16, 2026

This Shipping Policy applies to orders placed through V Supplements, operated by Yenisei Marketing Company.

By placing an order, you agree to this Shipping Policy, our Terms of Service, and our Return and Refund Policy.

Nothing in this policy excludes or limits any mandatory consumer rights applicable in your country.

Order Processing

Orders are processed after payment authorization and order verification.

Processing times may vary depending on:

• Product availability;

• Order volume;

• Payment verification;

• Delivery destination;

• Customs documentation requirements;

• Public holidays; and

• Regulatory or carrier restrictions.

Estimated processing or dispatch times may be displayed during checkout or communicated in your order confirmation.

Business days exclude Fridays, public holidays in Jordan, and official holidays affecting our carriers or fulfilment partners.

Orders placed outside business hours begin processing on the following business day.

We may contact you if we require additional information before dispatch. Failure to provide the requested information may delay or prevent shipment.

Order Confirmation and Dispatch

After placing an order, you will normally receive an order-confirmation email.

An order confirmation acknowledges receipt of your order but does not necessarily confirm that the order has been accepted or dispatched.

When your order is dispatched, you will normally receive a shipping confirmation containing tracking information where tracking is available.

Tracking information may require up to 48 hours after dispatch to display movement.

Shipping Destinations

Available shipping destinations and delivery methods are displayed during checkout.

We may restrict or suspend shipping to a country, region, or address because of:

• Customs or import restrictions;

• Carrier limitations;

• Governmental restrictions;

• Sanctions or trade restrictions;

• Supplement or ingredient regulations;

• Safety concerns;

• Service disruptions; or

• Inability to provide reliable delivery.

The availability of a country during checkout does not guarantee that every product can legally or operationally be shipped to that country.

If we cannot ship an ordered product to your destination, we will contact you and cancel and refund the affected product or order.

Shipping Charges

Available shipping methods and applicable shipping charges are displayed during checkout.

Shipping costs may be calculated according to:

• Destination;

• Parcel weight;

• Volumetric weight;

• Selected delivery service;

• Product type;

• Carrier charges; and

• Applicable handling requirements.

Any free-shipping offer is subject to its stated conditions and may be limited by destination, product, order value, or promotional period.

International import duties, import VAT, GST, customs-clearance fees and brokerage charges are not included in the shipping charge unless checkout expressly states that they are included.

Delivery Estimates

Delivery times displayed on our website or provided by customer service are estimates unless we expressly guarantee a specific delivery date.

Estimated delivery periods normally begin after the order has been dispatched, not when the order is placed.

Delivery may be delayed by:

• Customs inspections or clearance;

• Requests for customer identification or import documentation;

• Unpaid import charges;

• Carrier disruptions;

• Weather conditions;

• Public holidays;

• Remote-area delivery requirements;

• Government action;

• Security restrictions;

• Incorrect or incomplete customer information; or

• Events outside our reasonable control.

We will comply with mandatory laws concerning delivery deadlines, delayed orders, cancellation and refunds.

If we cannot dispatch or deliver an order within a promised or legally required period, we will provide any notice, cancellation option, or refund required by applicable law.

International Shipping – DAP

Unless expressly stated otherwise at checkout, international orders are shipped:

DAP – Delivered at Place, customer’s delivery address, Incoterms® 2020, subject to mandatory consumer law.

The delivery address entered during checkout is the named place of destination unless another destination is agreed in writing.

Under DAP:

• We arrange transportation to the named destination;

• We complete applicable export customs procedures;

• We pay the transportation costs included in your checkout shipping charge;

• The customer is responsible for import customs clearance;

• The customer is responsible for import duties, import VAT, GST, customs brokerage fees, permits and other destination-country charges;

• The customer must provide identification or documents requested for import clearance; and

• The customer is responsible for unloading where that obligation is applicable.

International shipments are not Delivered Duty Paid (DDP) unless checkout expressly states otherwise.

DAP does not override mandatory consumer law relating to transit risk, damaged goods, lost shipments, delivery, returns or refunds.

Customs Duties and Import Taxes

International shipments may be assessed import duties, import taxes, VAT, GST, brokerage fees, customs-clearance charges, storage charges or other government and carrier fees.

These charges:

• Are determined by the destination country, carrier or customs authority;

• May be collected before or upon delivery;

• Are normally paid directly to the carrier, broker or government authority;

• Are not controlled by V Supplements; and

• Are the customer’s responsibility under DAP unless mandatory law or checkout terms provide otherwise.

V Supplements cannot reliably estimate every destination-country charge before shipment.

Contact your local customs authority before ordering if you need an estimate of possible import costs.

Charges paid directly to customs authorities, carriers or brokers are not collected by V Supplements and cannot normally be refunded by us. Customers may need to apply to the relevant authority for any available reimbursement.

Import Restrictions

Dietary-supplement, food, cosmetic and ingredient regulations differ between countries.

Before ordering, the customer is responsible for checking whether the ordered product and its ingredients can legally be imported, possessed, and used in the destination country.

Certain products may:

• Require an import permit;

• Be limited to a maximum quantity;

• Be restricted because of a specific ingredient;

• Require additional customs documentation;

• Be treated differently for personal and commercial importation; or

• Be prohibited by the destination country.

Customs authorities may open, inspect, test, delay, reject, return, confiscate, or destroy a shipment.

We do not guarantee approval by a foreign customs, health or regulatory authority. However, we remain responsible for providing accurate commercial documentation and for obligations that cannot legally be transferred to the customer.

Customs Clearance

The customer must respond promptly to communications from the carrier, customs authority or customs broker.

The customer may be required to provide:

• Personal identification;

• A national identification or tax number;

• Proof of payment;

• A purchase invoice;

• An import permit;

• Product-use information; or

• Other information required by the destination country.

Failure to provide required information or pay applicable charges may result in delay, storage fees, return, abandonment, confiscation, or destruction of the shipment.

Customs Refusal and Abandoned Shipments

Refusing to pay customs charges or refusing delivery does not automatically cancel an order or constitute a valid exercise of a statutory withdrawal right.

Customers wishing to withdraw from an eligible purchase must notify us clearly within the applicable legal period in accordance with our Return and Refund Policy.

If a shipment is refused, abandoned, or returned because the customer:

• Refused to pay import charges;

• Failed to complete customs clearance;

• Failed to provide requested documentation;

• Failed to respond to the carrier;

• Supplied an incorrect address;

• Failed to collect the shipment; or

• Ordered a product restricted at the destination,

we will determine whether the shipment can be returned safely.

Where permitted by law, any refund may be reduced by:

• Original shipping charges;

• Return transportation costs;

• Customs duties or taxes charged to us;

• Storage or abandonment fees;

• Brokerage and handling fees; and

• Other non-recoverable expenses caused by failed clearance or delivery.

If the shipment is confiscated, destroyed, or abandoned and is not returned to us, a refund may not be available except where mandatory law requires otherwise.

These deductions will not apply where the customs problem resulted from our inaccurate documentation, misdescription or another failure for which we are legally responsible.

Delivery Address

Customers must provide a complete and accurate:

• Recipient name;

• Street address;

• Building and apartment information;

• City and postal code where applicable;

• Country;

• Telephone number; and

• Email address.

Review your address carefully before submitting the order.

Contact info@vsupps.com immediately if you notice an error. We cannot guarantee that an address can be changed after processing or dispatch has begun.

We are not responsible for delays caused solely by inaccurate or incomplete customer information.

Additional shipping, correction, storage, or return expenses caused by incorrect customer information may be charged to the customer or deducted from a refund where permitted by law.

Delivery Attempts and Unclaimed Orders

The carrier may contact the customer or attempt delivery more than once, depending on the carrier and destination.

The customer is responsible for monitoring tracking information and responding to delivery or customs communications.

If an order is returned because the customer was unavailable, failed to arrange redelivery, or failed to collect the shipment, the order will be handled under the refused and unclaimed shipment provisions of this policy and our Return and Refund Policy.

Split Shipments

Orders containing multiple products may be dispatched in separate parcels.

When an order is divided into multiple shipments:

• Separate tracking numbers may be provided;

• Parcels may arrive on different dates; and

• The customer will not be charged additional shipping fees beyond those accepted at checkout unless the customer later requests a different service.

Import authorities may assess charges separately for each parcel according to local law.

Tracking

Where tracking is available, tracking information will be sent to the email address or telephone number associated with the order.

Carrier tracking is supplied for convenience and may occasionally be delayed, incomplete, or inaccurate.

A lack of immediate tracking movement does not necessarily mean the shipment has not been dispatched.

Contact info@vsupps.com if tracking shows no movement for an unreasonable period or if the estimated delivery period has passed.

Lost Shipments

If tracking indicates that a shipment may be lost, contact info@vsupps.com with your order number.

We may open an investigation with the carrier. The customer must reasonably cooperate with requests for information or a non-receipt declaration.

Where we selected or contracted the carrier, we remain responsible for transit loss until the point required by applicable consumer law.

After confirming a qualifying loss, we will provide a replacement, refund, or other remedy required by applicable law.

Shipments Marked Delivered but Not Received

If tracking shows “delivered” but you cannot locate the parcel:

• Check the delivery location and surrounding secure areas;

• Ask other household members, reception staff, or building management;

• Check whether the carrier provided a delivery photograph or location note; and

• Contact the carrier and V Supplements promptly.

A delivered tracking status does not automatically end a valid non-delivery claim. We will review the available delivery evidence and may open a carrier investigation.

Fraudulent non-receipt claims may be rejected and reported to the relevant payment provider or authority.

Damaged Shipments

Inspect your order promptly after delivery.

If a parcel or product arrives damaged, leaking, contaminated, expired, incorrectly supplied, or without an intact safety seal where a seal should be present:

• Do not consume or use the affected product;

• Keep the product and all packaging;

• Photograph the shipping box, label, product, and damage;

• Record the batch or lot number and expiration date; and

• Contact info@vsupps.com.

We request that visible shipping damage be reported within 48 hours of delivery because this helps us investigate the claim with the carrier. This requested period does not reduce longer mandatory consumer rights.

Damaged, defective, and incorrect-product claims are handled under our Return and Refund Policy.

Delivery Risk

Under DAP, we bear the transportation risk until the shipment reaches the named destination and is ready for unloading, subject to the official Incoterms® 2020 rules and mandatory consumer law.

Where applicable consumer law requires risk to remain with the seller until the customer or a designated third party physically receives the goods, that mandatory rule applies.

Risk may transfer earlier where the customer independently appoints a carrier that we did not offer or select, to the extent permitted by law.

Delays Outside Our Control

We are not responsible for a delay caused exclusively by an event outside our reasonable control, including:

• Natural disasters;

• War or civil disturbance;

• Government action;

• Border closure;

• Carrier network disruption;

• Industrial action;

• Severe weather;

• Epidemic or pandemic;

• Customs-system failure; or

• Interruption of essential transportation services.

We will take reasonable steps to minimize the effects of such events.

This provision does not remove any mandatory right to cancel, receive a refund, or obtain another remedy when delivery is excessively delayed or cannot be completed.

Changes to This Shipping Policy

We may update this policy to reflect changes in carriers, destinations, customs practices, legal requirements, or our shipping operations.

The policy applicable to an order will normally be the version in effect when the order was placed unless a change must apply by law.

Contact Information

For shipping, tracking, customs, or delivery questions, contact:

Yenisei Marketing Company
Operating as V Supplements
Salameh Building 22
Yajouz Street, Al-Jubeiha
Amman, Jordan

Email: info@vsupps.com
Business registration number: 20021661