We use different bank accounts, depending on from where a payment is made. For payments in the euro zone, we use a bank account in Germany. For payments in the UK, we have an account in the UK. For payments from the US, we use bank accounts in the US, in Indonesia (also for Indonesian payments), or the Philippines (also for payments originating in the Philippines). Other payment options for orders from the US are Western Union and Emoneygram.com (see below). For payments in Canada, we use a bank account in Canada. For payments in Australia, we have an Australian bank account. For payments in China, Hongkong, and Taiwan, our accounts are in China and in Hongkong. For Malaysian payments, we have an account in Malaysia. For payments in Singapore, the account is in Singapore, and for payments in Thailand, it is in Thailand. For the countries above, payments can always be done in local currency. For euro and UK pounds, prices are listed in the sidebar of our index file. For other currencies, we use the exchange rates of Oanda.com. In countries were we do not have bank accounts, and also in the US, payments can be sent via Western Union and Emoneygram.com. With both companies, credit cards can be used, but the process is not as easy as with the payment processors Worldpay and CCNow. However, for payments sent by Western Union and Emoneygram, we do grant the 20 percent discount. Please note: our company is in Indonesia, but payments by Western Union or Emoneygram.com shall be sent to our contact addresses in China or in the Philippines. If you want to pay in your local currency directly into an account, or if you want to use Western Union or Emoneygram, please request details by email. Please tell us in which country you want to pay. How your payment is identified What amount you pay at your bank How we know what your payment is for How we ship Your shipping address When will your shipment arrive Customs Lost shipments, replacements How your payment is identified Your payment to one of our bank accounts, or by Western Union or Emoneygram, is identified solely by the name of the payer. There is no necessity to specify any order details in the payment form of the banks. Actually, making specifications in the bank forms can lead to confusion because of necessary abbreviations. It is best not to make any purpose specifications in bank forms, whether online or on paper. What amount you pay at your bank , or with Western Union or Emoneygram Please note that remittance costs will have to be paid on your side. The full product price should arrive on our account. In the euro zone, payments to IBAN (International Bank Account Numbers) are very cheap. In Asian countries, if payment are made directly at the banks at which we have accounts, they are even free of charge. The highest remittance costs apply for payments made from the US. If you make a wire (telegraphic transfer), please specify at your bank that local and overseas charges are to be paid on your side, in addition to the amount you transfer. If you use Western Union or Emoneygram, the remittance costs will be 10 to 25 US dollars, which will also have to be paid by you in addition to the product price. How we know what your payment is for After you have made a payment to one of our bank accounts, please send us email containing three sets of information: 1. In what name has a payment be made. 2. What product you would like to receive. 3. To which address should we ship. How we ship Most of our shipments are done by EMS, especially those to the US and Canada. EMS is the courier division of the postal services in many countries. For Western European countries, we often use registered airmail, as there typically will be no customs charges for shipments by registered airmail. Your shipping address Please inform us of your shipping address by email. Please also include your phone number, so that a courier or postal delivery service can call you for delivery arrangements. If your address includes a phone number, the courier staff will likely call you to make an appointment for the delivery of your order. When will your shipment arrive Your order will be processed once your payment has been credited to our accounts, or payment has been received via Wetern Union or Emoneygram. The preparation of your shipment typically takes two days. For nearby Asian destinations, it will typically arrive three days after it has been shipped. For European and North American destinations, the shipment will arrive within 14 days after it has been shipped. Customs Tongkat ali is not a restricted substance, nowhere in the world. Thus, we ship retail quantities to any country in the world, and the recipient does not need a license or prescription to receive it. However, the import of wholesale quantities and the local distribution of tongkat ali may need a government license. Please note that government licenses and all customs matters are the responsibility of the recipient. This includes customs charges as well as requests and complaints at a country's customs authorities, in case a package has been opened for examination and not properly sealed again thereafter. Customs officials of some countries may remove a small amount of merchandise for examination. Please note that in such a case, we cannot reship the lacking amount (usually less than 5 grams). Lost shipments, replacements If a shipment has been lost, we send a replacement 30 days after the first shipment has been dispatched. So far, we have had cases of order replacements only for the US. In these cases, shipments were not really lost. It just happened that they got stuck at US customs. They were not even examined at customs, but just parked, and always delivered with a delay. If the delay was more than 30 days, it meant that the customer always received two shipments, the original one, and, free of charge, the second one which we shipped 30 days later.