FAQs
Thanks for shopping with us! Below you will find answers to our users’ frequently asked questions about our webshop. If you have any additional questions, we are here for you! You can connect with a member of our Support Team.
This FAQ does not include digital purchases such as the monthly or annual subscriptions that are bought through the App store or directly through Natural Cycles. Only purchases of physical items purchased in our webshop are included.
You must be at least 18 years of age to make a purchase, as we do not enter into agreements with minors (under 18 years) without parental consent.
1 Delivery
What are your estimated shipping times?
The shipping time varies depending on the country you live in. Please refer to this article on Shipping Information to view the shipping times applicable to your location.
Where do you ship from and how will my order be shipped?
Our warehouses are located in the US, UK, Sweden, and the Netherlands. Your address and product availability in each country will determine where the order is shipped from. It will be delivered to your mailbox and alternatively to a pick up point if the mailbox is not accessible.
You should receive an email with your tracking details including the carrier used. In the event that the delivery attempt fails, you should contact the carrier to coordinate a scheduled delivery or pickup of your package.
Do you offer express shipping?
Yes! At this time there is the option to choose express shipping for orders shipping to an address in the US. Otherwise we offer standard shipping with tracking capabilities.
What will the package look like?
We ship all our packages in either NC° branded bubble mailer envelopes, or if the purchase is just a thermometer, in its own NC° branded shipper box. Occasionally, a non-branded bubble mailer might be used to ship your order.
What happens if a product is out of stock?
We do our best to update our webshop to only display products available in stock. In the event an item is out of stock, we will notify you of this, while presenting alternative options for your order.
If you purchased multiple products in one order and one of the items is not in stock, we may divide the order if the entire order cannot be filled in a reasonable time. In this circumstance where there is an extra delivery, no extra shipping fee will be charged to you.
What happens if my order is going to be late?
Should there be an extensive delay in delivery time (10 or more days outside of the normal ETA), you have the right to cancel your order for a refund. If you still want the item(s), we will further investigate the shipment and determine the best way forward.
What happens if I provided the wrong address?
Please double check your delivery address before completing your purchase, and add a C/O name if you are not listed as a resident for the shipping address. We can still update your address if the order has not yet been processed. Please reach out to our Support Team for assistance.
I did not receive my order, what should I do?
If your order has not arrived within the estimated delivery timeframe outlined in this article on Shipping Information, please reach out to our Support Team. We will work with you to resolve the issue and prepare a new order if necessary.
My package is damaged, what should I do?
Goods that are damaged upon arrival can be reported to our Support Team.
2 Payment, Prices, and Customs
What payment methods do you have?
We accept all major credit/debit cards, PayPal, and Shop Pay payments.
Do you accept prepayments or payment installments?
Yes, Shop Pay Installments is available at the moment. You can find out more here.
How much does the shipping cost?
Depending on where you live we have different shipping costs:
To Sweden - $3
To the US or Rest of World - $6
To Australia & New Zealand - $12
Any purchase amount over $40 will entitle you to Free Shipping.
Do I pay VAT / Sales tax?
Yes, any applicable taxes are already included in the product price.
Do I have to pay for customs?
Yes, additional fees and taxes may apply to your shipment, depending on the country to which your order is shipped. As the recipient, you are responsible for the payment of customs duties, fees, or taxes determined by the destination country, and payment of these fees is necessary to release your order from customs. We are not obligated to cover country-specific customs fees or taxes. Please check your local customs law prior to purchasing.
3 Warranties
Do you have any warranty on your products?
Yes, we provide a two (2) year replacement warranty on webshop purchases of the basal thermometer.
Other products on the webshop do not have a warranty. See section “Complaints” for more information on how to file a complaint if you have an issue with a product without warranty.
When is a warranty not valid?
The warranty is not valid when a product is accidentally broken due to neglect, when damaged due to overvoltage/damage due to lightning, abnormal usage, general wear and tear, or if you have not followed the included maintenance and service instructions.
4 Cancellations and Returns
Can I cancel my order?
Orders that have been processed cannot be cancelled. Some products, however, can be returned if you regret your purchase.
Can I return my purchase?
Yes, you have the right to return item(s) purchased from our webshop within 14 days from the day you receive the delivery, if the item is unopened and the seal is not broken. Please be aware that intimate products including but not limited to condoms, female sanitary products, vibrators, and pelvic floor trainers cannot be returned at all due to health, safety, and hygiene reasons.
Please send a request to our Support Team and you will be provided with instructions and address for returns.
You are responsible for the item until the return package has reached us and for all associated costs of shipping back the package. Please ensure that the item is in its original packaging, in the same condition as you received it, and packaged in such a way that no damage can occur during transit.
How long does it take for a refund to be issued for my return?
Refunds will be issued to your original method of payment within 15 days from when we receive the returned items. We will keep you updated via email.
5 Complaints
Can I submit a complaint about a product purchased from Natural Cycles?
Yes, of course. Due to the consumer purchase law in Sweden, you have a three year period to file a complaint for a defective item. To be able to successfully claim the right of complaint, you must be able to prove that the defect of the item was present at the time of purchase, and the complaint must be submitted within a reasonable time from when you discovered the defect.
Please contact our Support Team to file a complaint.
How long does it take to issue a refund after a complaint?
Any refunds will be issued within 15 days from when a decision was made on the complaint. We will keep you updated via email.
Read our Terms of Use to find out more, or check out Natural Cycles Privacy Policy for information about what data we store and why.
Last updated October 21, 2024