Overview:
Local Post is a International Shipping Method. DHL will pick up the package from our shipping warehouse and route it to the country that the package is going to. The tracking will provide very few updates. The last update available will be that it arrived in the destination Country. At this point it will be handed over to the Customs Agency for clearance. Once it is cleared then it will be handed over to the local postal office for that country to complete the final mile delivery.
Where to go for help:
We do not have a Global Logistics Team assigned for Local Post. If you cannot assist the customer or you need help with this shipping method, you should reach out to Customer Service Management. This means your Lead or Supervisor or forward an email with all the details and your question to CS-tier2@iherb.com. Leadership will raise concerns with the shipping method to the appropriate person if needed or give guidance as needed to help the customer.
Examples Of Scans To See and Watch For:
Regular Scan - Processed
Regular Scan - Processing Complete at Origin
Regular Scan Arrival In Country
**Note - If customer claims not received, and the last scan shows Arrived in Country. We should not add to the E-com DHL Spreadsheet. (More details about this spreadsheet below.
Two Tracking details found = That the package is in route to be returned to iHerb. This process can take between 1-6 months to receive back to iHerb. If we see this it is ok to make the decision to refund the customer based on this situation.
Time Frames For Shipping with Local Post:
We use an estimated time frame for shipping through Local Post before we consider the package as lost. Here is those times frames:
Brazil criteria = 10 weeks if not arrived in country, 12 weeks if arrived in country.
8 Weeks =Belarus, Israel, Russia, Ukraine
7 Weeks = Mexico (Check additional tracking prior to refunding: http://www.correosdemexico.gob.mx/movil/Paginas/RastreatuEnvio.aspx)
6 Weeks = All other countries.
Local Post Refunds SOP:
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