“I did not see an option so you could choose shipping protection or not. It seemed to me it just was another way to charge extra for your product. So I wanted the book so I paid it.”
Dear Gary,
Thank you for sharing your feedback. We're sorry the shipping protection option was not clear during checkout, and I understand why an unexpected additional charge would be frustrating.
We wanted to clarify that shipping protection is entirely optional. During checkout, there is a link labeled “Checkout without protection” directly below the orange “Protected Checkout” button. Selecting this option removes the $0.50 shipping protection charge, allowing you to complete your purchase without the additional fee.
The purpose of shipping protection is to provide additional peace of mind for a small fee. If your parcel is lost, damaged, or stolen during delivery, it allows us to arrange a replacement promptly without additional shipping or replacement costs to you, subject to the protection terms.
However, we completely understand that you may prefer not to add this service, particularly when purchasing a book, and you should always have the choice.
We appreciate you bringing this to our attention. Your feedback is valuable, and we’ll share it with our team so we can look at making the option more visible and easier to understand during checkout.
Thank you for choosing Ben’s Natural Health. WeI sincerely apologize again for the confusion and hope this helps clarify how the optional protection works. If you would prefer, we’d also be happy to refund the $0.50 shipping protection fee on your recent order as a courtesy.
Wishing you good health,
Ben's Natural Health Team
“Scam to get more money. My package wanted delivered and even looking a delivery record the shippers didn't try. Sent to support and they resent but we will see.
I'll never purchase anything online again. Why do I need shipping protection? Last time I fall for this scam.”
Dear David,
Thank you for sharing your concerns, and I’m very sorry for the frustration this delivery experience has caused.
We reviewed the original shipment and can confirm that the carrier ultimately marked it as undeliverable and initiated a return on August 13. We understand how disappointing this is, especially when you were expecting the order to arrive normally.
To make this right, we have already processed a replacement shipment for you at no additional cost. The tracking details have been sent to your email, and the replacement is currently expected to arrive by August 20.
We also want to reassure you that the replacement was arranged specifically to ensure you receive the products you originally ordered. You have not been charged again for the reshipment.
We're sorry again that your first delivery did not go as expected. We appreciate the opportunity to resolve this, and we’ll continue to assist if you have any concerns with the replacement delivery.
Wishing you good health,
Ben's Natural Health Team
