FAQs
Frequently Asked Questions
Everything you need to know about shopping with Naturaix.
Orders
How do I know if my order was placed successfully?
After completing your purchase, you should receive an order confirmation email at the email address provided during checkout.
If you do not see the confirmation email, please check your spam or junk folder.
If you still cannot find it, contact us at:
Email: support@naturaix.com
Can I change or cancel my order?
We begin processing orders as soon as reasonably possible after they are placed.
If you need to request a change or cancellation, please contact us as soon as possible at:
Email: support@naturaix.com
We will do our best to accommodate your request. However, once an order has entered the fulfillment process or has been handed over to the shipping carrier, changes or cancellations may no longer be possible.
I entered the wrong shipping address. What should I do?
Please contact us as soon as possible at:
Email: support@naturaix.com
If your order has not yet entered the fulfillment or shipping process, we may be able to update the shipping address.
Once an order has been processed or transferred to the carrier, we cannot guarantee that the delivery address can be changed.
Customers are responsible for providing complete and accurate shipping information during checkout.
Shipping & Delivery
When will my order arrive?
Most orders are processed within 24 hours after they are placed.
Estimated standard delivery times for the United States, Canada, and Australia are 8–11 business days after dispatch.
Delivery times are estimates and may be affected by customs procedures, carrier delays, weather, local delivery conditions, transportation disruptions, or other circumstances outside our reasonable control.
For other available destinations, shipping options, charges, and estimated delivery times will be displayed at checkout before payment is completed.
How much does shipping cost?
For eligible orders:
- Orders over US$39.99 qualify for free standard shipping.
- Orders of US$39.99 or less are charged US$5.99 for standard shipping.
Any applicable shipping charges will be displayed at checkout before payment is completed.
How can I track my order?
Once your order has been shipped, you may receive a shipping confirmation email containing tracking information.
Tracking availability depends on the shipping method and carrier used.
Tracking information may take some time to become active after your shipment has been dispatched.
Why has my tracking information not updated?
Carrier tracking systems may not update continuously.
Your package may still be moving through the delivery network even when no new tracking event appears.
If your tracking information has not changed for an extended period or you believe there may be a delivery issue, please contact:
Email: support@naturaix.com
My tracking says delivered, but I cannot find my package. What should I do?
If your shipment is marked as delivered but you cannot locate it, please check:
- Around your delivery location
- With members of your household
- With neighbors, where appropriate
- With your building reception, front desk, management, or mailroom
- Any delivery photograph or notification provided by the carrier
If you are still unable to locate the package, contact us at:
Email: support@naturaix.com
We will review the available shipping and tracking information and assist you with the appropriate next steps.
Returns & Refunds
Can I return my order?
Eligible products may be returned within 30 calendar days after delivery, subject to our Return & Refund Policy.
Because cosmetics, skincare, beauty tools, and personal-care products may be hygiene-sensitive, opened, used, tested, or unsealed products may not be eligible for return unless they are defective, incorrect, damaged upon arrival, or applicable law requires otherwise.
Please contact our Customer Care team before sending any product back.
Email: support@naturaix.com
Who pays for return shipping?
If the return is caused by a product that is damaged, defective, incorrect, or by an error attributable to Naturaix or our fulfillment process, Naturaix will cover reasonable return shipping costs where a return is required.
For eligible returns based on personal preference, change of mind, or similar customer reasons, the customer is responsible for return shipping costs unless applicable law requires otherwise.
What should I do if my product arrives damaged or defective?
Please contact:
Email: support@naturaix.com
Please include:
- Your order number
- A short description of the issue
- Clear photographs of the product
- Photographs of the packaging, where relevant
Our Customer Care team will review the information and provide the appropriate next steps.
What if I received the wrong product?
Please contact us at:
Email: support@naturaix.com
Provide your order number and clear photographs showing the item you received.
If the incorrect item was sent because of an error attributable to Naturaix or our fulfillment process, we will work with you toward an appropriate resolution and cover reasonable return shipping costs where a return is required.
How will I receive an approved refund?
Approved refunds are returned to the original payment method used for the purchase.
After we receive and inspect an eligible returned item and approve the refund, Naturaix will initiate the refund within 5–10 business days.
After the refund has been initiated, your bank, card issuer, or payment provider may require additional time before the funds appear in your account.
Products
Are product results guaranteed?
No.
Beauty, cosmetic, and personal-care products may perform differently from person to person.
Individual experiences may vary depending on factors such as skin type, sensitivity, environment, lifestyle, frequency of use, application method, and other personal characteristics.
Product descriptions, photographs, customer experiences, and reviews should not be interpreted as guarantees of specific individual results.
I have sensitive skin. Can I use Naturaix products?
Please carefully review the product information, directions for use, warnings, and other information provided on the product page and packaging before using a new product.
If you have known allergies, sensitivities, an existing skin condition, or concerns about whether a product is suitable for you, consider consulting an appropriate healthcare professional before use.
Where appropriate, you may also consider performing a patch test before regular use.
What should I do if I experience irritation?
If you experience irritation, discomfort, redness, or an unexpected reaction, discontinue use of the product.
If symptoms are significant, persistent, or concerning, seek appropriate medical advice.
Payments
What payment methods are available?
Available payment methods may vary depending on your location and will be displayed during checkout.
Please complete payment only through the payment options provided on the Naturaix website.
I am having trouble completing my payment. What should I do?
First check that your billing information and payment details have been entered correctly.
You may also contact your bank or payment provider if the issue continues.
If you still need assistance, contact:
Email: support@naturaix.com
Product & Order Support
I have a question about a Naturaix product. Who should I contact?
Our Customer Care team can assist with general questions about Naturaix products, orders, shipping, returns, and the shopping experience.
Email: support@naturaix.com
When contacting us about an order, please include your order number where possible.
Still Need Help?
If you cannot find the answer you are looking for, please contact our Customer Care team.
Email: support@naturaix.com
Phone: +86 15561258547
Business Hours: Monday–Friday, 9:00 AM–6:00 PM ET
Company Information
Brand Name: Naturaix
Company Name:
Duyou Tonghui E-Commerce (Hubei) Co., Ltd.
Registered Address:
Room 2-403, Building 18, No. 9 Caihong North Road, Huahu Subdistrict, Huangshigang District, Huangshi City, Hubei Province, China
Phone: +86 15561258547
Email: support@naturaix.com
Naturaix
Beauty, Naturally Refined.