FAQs

Have questions? Here you'll find the answers most valued our parntners, along with access to step-by-step instructions and support

Are the products genuine?

Yes, Hebron Nutrition, based in the US, is
a worldwide distributor of vitamins, supplements and nutritional products. All
products are authentic and factory sealed. When you buy from us, you can rest
assured that you are receiving authentic US made products
Where do you ship from?

We ship from Chicago, in the state of
Illinois, USA
How can I track my order? 

Once your order has shipped, you will
receive an email with a tracking number and a link to track your shipment. You
can also log into your account on our website to view your order status.
Who can I contact for customer support?

You can reach our customer support team at
any time - support@hebronnutrition.in

KYC Requirements for Shipments to India

What is KYC?

KYC (Know Your Customer) is a mandatory verification process required by Indian customs to authenticate the consignee’s identity and address to assess potential risks of illegal activities before clearing shipments for delivery.
Is KYC required for every order shipped from the USA to India and which Indian regulatory authority mandates KYC for imports?

Yes, KYC verification is mandatory for all shipments to India, whether they are personal or commercial imports.

Reserve Bank of India has mandated KYC to prevent fraudulent transactions and ensure smooth clearance of imported goods. 

The Indian regulatory authorities that mandate KYC for imports are Reserve Bank of India (RBI) and The Central Board of Indirect Taxes and Customs (CBIC).
Do all shipping carriers require KYC for customs clearance in India?

Yes, all major shipping carriers, including Aramex, FedEx, DHL, and UPS require KYC for customs clearance.
Can I place an order without completing KYC in advance?

Yes, you can place an order without completing KYC, but the order won’t be delivered until customs are cleared via KYC verification.
Is PAN card mandatory for all shipments from the USA to India?

No, PAN card is only mandatory for commercial shipments from the USA to India.
Can I use my passport as a valid KYC document for customs clearance?

Yes, an active passport is a valid KYC document for customs clearance (an expired passport is not considered).
Are digital copies of KYC documents accepted, or do I need physical copies?

Digital copies are accepted as long as they are clear and legible.
How do I ensure that my KYC documents are correctly formatted for submission?

Scan the documents in high resolution and ensure they match the shipping details provided.
Where do I submit my KYC documents for customs clearance?

You can upload and submit your KYC documents by clicking on the link sent by our carrier partner, Aramex, via SMS, email, or WhatsApp. You will receive a notification via SMS, email, or WhatsApp with a submission link and instructions for the same.
How much time do I have to submit my KYC documents after placing an order and what happens if I do not submit my KYC documents on time?

You should submit your KYC documents as soon as you receive a request from the carrier to avoid shipping delays. 

If the documents are not submitted, the carrier will send reminders for 21 days via SMS and email. After 21 days, your order will be cancelled, and a refund will be processed.
Can I submit KYC details for someone else if I order on their behalf?

Yes, but the name and residential address on the KYC documents should match the shipping details provided. 
What if my shipping address doesn’t match the address on my KYC document?

If the shipping address doesn’t match the address on the KYC document, the order will be returned to the USA, followed by cancellation and a refund.
What if my official KYC document has an outdated address?

If there are any errors or issues with your KYC document (address proof in this case), you can use the below documents as alternate address proof.

  • Latest bank account statement (not older than six months)
  • Recent electricity bill (not older than six months)
  • LPG connection document (not older than six months)
  • Telephone or broadband bill (not older than six months)
  • Employee ID
  • Hotel booking receipt
  • Valid rent agreement
  • Hostel/college ID along with a fee receipt
Can I add multiple KYC documents if required by customs?

Yes, you can add multiple KYC documents if customs require it.
Will I have to pay duties when I receive the product. Will the carrier ask me to pay any fees?

No, you will not be required to pay the
delivery company - (DHL, Aramex, UPS) any fees. All duties and fees are paid
directly on our website. The product cost you see includes all fees and duties.
How long will it take to receive the products I ordered?

Most orders are delivered within 10-14
days. However, occasionally delays may occur.