What is the correct usage of the product I bought?
Please refer to each product page for details of dosage and the correct usage
What is the shelf life for the product I bought?
Please refer to each product page for details of shelf life and usage timeframes
After opening the product, what is the best timeframe to use it? Please refer to each product page for details of shelf life and usage timeframes
What methods of payment are available?
We currently accept payment via credit / debit card and bank transfer * (Bank transfers are via Skrill but are not available in all countries), BitPay and will soon add Amazon Pay.
Please note that a correct shipping address and email address are essential. As long as you have correctly input your shipping address in the online order form on our website, we will receive the correct shipping details for sending your order.
It is of primary importance that you ensure the email address you provide with your order is correct, with no typographical errors. A single wrong character will likely render the order invalid and we won't be able to contact you to confirm details. In such a case, if attempting to pay via credit/debit card, your card payment may be declined and the order cancelled.
So please be sure to confirm you have entered the correct delivery address details and your correct email address before submitting your order.
Orders are automatically processed every 15 minutes. If you feel you may have entered incorrect information with your order, please contact us directly at firstname.lastname@example.org and, if possible, we will make an adjustment.
If you experience difficulties with the payment process, or have any concerns or queries in regard to the above, please do not hesitate to contact us at email@example.com and we will endeavour to answer you by email as soon as possible.
How long does it take to process my order?
Orders are automatically processed every 15 minutes. We will send confirmation emails to you during the ordering and shipping phases.
We will send a notification email when your order has been submitted and payment confirmed. We endeavour to ship all orders that are received by 11:00am (GMT+7) Monday to Friday, within 24 hours. Shipping days refer to workdays and not calendar days.
We will send another email confirmation when your order has been shipped and during the transit process if the order is shipped by Courier. We will provide you with tracking details, where applicable.
Do you ship to my country? Where do you ship from? How long does it take for my order to be delivered? What are your shipping options and policies?
To provide the best worldwide shipping options possible, ALL orders are shipped from our distribution centre in the Netherlands, so this means we can offer the best and most efficiently priced shipping to anywhere in the world. (For customers in the USA, please visit our Where to Buy? Page as we also have a distribution centre in Michigan which can efficiently service all USA mainland states ¬– however, not all products are currently available. But we do offer heavily subsidised shopping to North America from our UK fulfilment service.)
Delivery times are suggested by the postal and courier companies and we can't be held responsible if their service is not as efficient as claimed. The suggested delivery times are from the time of shipping, not the time of ordering. We endeavour to ship all orders that are received by 11:00am (GMT+7) Monday to Friday, within 24 hours. Shipping days refer to workdays and not calendar days. We may choose to ship orders over 1.0 kg in combined weight by Courier as to Royal Mail with tracking and/or signature if it is more cost effective to do so. Some areas in some countries are regarded as ‘Out of Area’ for Courier services and in this case we may choose to use Regular Mail with Tracking and refund the differences in shipping charges.
We are not able to control the machinations of the postal system in the destination country for each order we receive - our role is purely to offer you high quality products - but we do our best to ensure delivery is fast and efficient. For all orders over EUR 50 in value we strongly recommend that customers choose and pay for tracking services if they wish to be able to track their orders. Proof of Delivery details will be forwarded by email when orders are dispatched. Proof of Delivery for orders sent via Royal Mail are only updated by Royal Mail after data is entered into the local country postal system, and often there is a delay in this regard.
Our shipping options include courier shipping, and shipping via the standard postal system and using the Proof of Delivery option (shipping days refer to work days and not calendar days, and commences from when the order is shipped and does not commence from when the order is placed on our website). We usually process and dispatch orders on the same day, but all orders placed on a weekend or Public Holiday will be processed and dispatched on the following workday. This may differ for rural/isolated areas. Where Courier is not available we will dispatch orders using Royal Mail with Proof of Delivery, issue refunds on delivery charges where necessary and advise details accordingly:
PLEASE NOTE: Untracked items and deliveries are often reported as late or undelivered, particularly in France. We do not offer compensation (in the form of credits) for items unless tracking and/or Proof of Delivery is chosen and paid for at the time of placing the order. Please see our Returned Items policy for further details.
Courier delivery may not be available in all locations throughout your country of delivery without additional charges. In this case, we will send your item by Royal Mail with Proof of Delivery and refund any differences in postage costs. All taxes and import duties are the responsibility of the customer.
It is the customer’s responsibility to ensure that items ordered can be imported to the destination country. Our fulfilment service will of course assist as far as possible with documentation, but all duties and costs in the destination country will be the responsibility of the recipient.
USA specific shipping: We do have a fulfilment service in Michigan, and a US based website (please visit our Where to Buy? page. If the items you require are not available from that website, we do offer subsidised shipping to the USA from this website. We strongly recommend against using services like myus.com, which act as an on-forwarder. They will not act in your best interests. We suggest you allow us to ship directly to you from our UK fulfilment service as we will not take any responsibility for losses, returns or damages where you have chosen to use an on-forwarding agent. All orders placed on this website, for a USA delivery address, are shipped from our UK fulfilment service.
Your country of residence may impose duties or levy some charge that you must pay if your order originated outside of your home country. These fees are your responsibility and are separate from the cost paid for your merchandise and shipping. It is also possible that customs in your country, depending on the laws, or how they feel on any given day, may refuse to allow packages. It is the customer’s responsibility to know the laws and restrictions in their country and take full responsibility for dealing with customs should any issues arise. We cannot call Customs departments on your behalf.
Courier is by far the fastest and most reliable way to have your package delivered. If it is urgent and simply must arrive as soon as possible, we recommend using a courier service. The downside is that for non-EU countries it is considered international shipping, and it is likely there may be additional duties or taxes to pay. These vary from country to country.
Using the postal service often avoids import duties and taxes as not every package is checked. However, for a speedier and more efficient service, we recommend the use of couriers when available.
Do you offer FREE shipping or have discount coupons available?
We subsidise delivery costs on all orders, and FREE shipping on orders over a certain value (differs depending on the country of delivery.) Currently, we offer 100% FREE shipping in France, UK and many other countries. All FREE shipping orders are dispatched by DPD or DHL.
For example, where the post office or Courier company will charge us EUR 22.00 to deliver your order, we may only charge you EUR 16.00. We absorb the EUR 8.00 and are effectively giving you an additional EUR 8.00 discount on your order. The greater value and weight of your order, the greater the benefit to you in terms of reduced shipping costs per item in your order.
We do not charge you for the pick and pack, or for order processing fees which are charged to us by our fulfilment services.
The current offers for 100% FREE shipping are based upon the total value of products in the shopping cart after discounts have been applied. If an order qualifies for free shipping, that option will be shown at checkout.
From time to time we will have other special offers, discount coupons and gift vouchers available. As long as you are on our mailing list you will receive notification of these, and you will be able to benefit.
What is my shipping tracking code?
If you selected a shipping option with tracking, you can find the tracking details by clicking the "View you order" button on the shipping email that was sent to you as confirmation of your order, and your order details will appear as shown here.
Click the tracking code as shown on the image, you will then be directed to the shipping companies website and shown the current status. If you have not received a shipping email, please contact us on firstname.lastname@example.org and we will email you the tracking information.
Where can I find your Terms and Conditions, and general policies?
I did not receive the items I ordered. What should I do?
If you did not receive the items you ordered please send an email to email@example.com with your order number and pictures of the products you did receive. We will investigate and ensure that you do receive the items you ordered.
Do you offer telephone support?
No. Given we have customers in numerous time zones and across multiple languages around the world, we can only offer you email support. If you do have any queries or concerns, please send us an email at firstname.lastname@example.org and we aim to respond to you within the same or following regular work day. (Our administration and customer support team is based in a GMT +7 time zone.)
Tell me about the main differences between your brands of products
Our SANUSq brand is based on liposomes produced from Non-GMO sunflower oil and our Bonne Sante Liposome brand is based on liposomes produced from Non-GMO soy.
The SANUS-q brand is manufactured in the United States and the Bonne Sante Liposome brand is manufactured in Europe. For more specific details please refer to the product description pages of each product, or send an email to email@example.com
Tell me about Potassium Sorbate used in your SANUSq brand products
We use Potassium Sorbate as the stabilising agent in out SANUSq brand liposomal products. There is less than 0.1% volume in each product. That level, for example, equates to less than 1mg per serving (0.001 ml) for our Liposomal Vitamin D3/K2 product and less than 5mg per serving (0.005 ml) for our Liposomal Vitamin C with Glutathione.
Tell me about Ethanol used in your Bonne Sante Liposome products
We use Ethanol as the stabilising agent in out Bonne Sante Liposome brand liposomal products. The volume differs for each product and is within EU regulations.
Tell me about Gelatine and Vegetable capsules used in your herbal products
We use vegetable capsules in our Jiaogulan, Graviola and Reishi powder products, but gelatine capsules for our Sacha Inchi Oil capsule product. It is not possible to produce Sacha Inchi Oil capsules in a vegetable capsule as the oil will degrade the vegetable capsule within a short timeframe.
Tell me about Liposomes vs emulsions
Please refer to our ‘Why buy SANUSq’ page for details of the particularly important differences, and why you must carefully research any product claiming to be a liposomal product.
Tell me about Stevia
Each 5 ml serving of our SANUSq brand liposomal Vitamin C with Glutathione contains just 7.7mg (7 point 7 milligrams) of Stevia Reb A. That is the equivalent of 0.0077 ml.
Tell me about Vitamin C and Reishi. Why do you recommend taking these at the same time?
We strongly recommend that you take Reishi mushroom with Vitamin C together, as the Vitamin C enhances the absorption of polysaccharides, which is one of the main bioactive compounds that make Reishi mushroom so healthy.
It has been reported that Ganoderma Lucidum, in large doses of 5-10 g daily (we recommend just 1.5 g per day), may cause loose stools; it has similarly been reported that super loading Vitamin C in the range of 6 - 12 g (we recommend 1 – 2 g per day for general well-being) can alleviate these loose stools.