Asked Questions (FAQ)

Introduction: Straight Answers to the Questions Customers Actually Ask

Every distributor receives the same core questions again and again: Is this product authentic? How long will shipping take? What happens if my payment fails? Can I return an opened bottle? These questions are not trivial. They are the questions that determine whether a customer feels confident enough to place an order and whether that customer comes back. At MCH Global Pte. Ltd., we have compiled this FAQ to answer those questions in plain, specific language rather than vague corporate phrasing. We have organized it by topic so that you can find what you need quickly, but each answer is written to be complete enough that you should not need to follow up with a separate email for the same issue.

This FAQ applies to customers shopping at mchglobal.store, whether you are in the United States or in an international destination we serve. It should be read alongside our About Us page, our Shipping Policy, our Refund and Return Policy, our Payment Methods page, our Privacy Policy, and our Terms and Conditions. Where this FAQ and a formal policy differ, the formal policy controls, because the policy is the document that governs the legal relationship between you and MCH Global. This FAQ is intended to explain those policies in accessible language and to address the practical questions that policies often leave unanswered.

MCH Global Pte. Ltd. is located at 160 Robinson Road, #14-04, Singapore Business Federation Center, Singapore 068914. Our customer support email is philip.lieu@halo.com.vn, and our support phone number is +84 818685222. Our website is mchglobal.store. These are the only official contact channels for questions, orders, returns, and payment concerns. If you receive a communication claiming to represent MCH Global through any other channel and asking for payment information or personal data, do not respond to it directly. Verify it by contacting us through the official email or phone number above.

Section 1: Questions About MCH Global and Our Products

What is MCH Global, and what do you sell?

MCH Global Pte. Ltd. is a Singapore-registered distributor of health and wellness products, primarily the Healthy Care range of Australian-made supplements and personal-care items. We sell vitamins and supplements, fish oils and omega products, collagen and beauty supplements, topical skin care, oral care, and related products. We serve customers in the United States and internationally through our website, mchglobal.store.

We are a distributor, not a manufacturer. This means we select products from established manufacturers, verify their documentation and labeling, and make them available to customers who might otherwise struggle to access authentic Australian wellness products. We do not own a factory, and we do not claim to. Our role is to be a reliable channel between the manufacturer’s quality system and your daily routine.

Are your products authentic?

Yes. Every product we sell originates from an identifiable manufacturer, principally Healthy Care, which is part of the Nature’s Care group founded in Australia in 1990. Healthy Care products are manufactured in Australia under a regulatory framework that regulates complementary medicines as therapeutic goods, with manufacturing standards approved by Australia’s Therapeutic Goods Administration and more than twenty quality checks performed before release. We do not source from unverified wholesalers, and we do not sell products whose provenance we cannot trace.

If you ever have a concern about the authenticity of a product you received from us, contact us at philip.lieu@halo.com.vn with the product name and the batch or lot number printed on the packaging. We can trace the product to its manufacturing lot and confirm its origin.

Where are your products manufactured?

Our Healthy Care products are manufactured in Australia, in facilities that operate under TGA-approved standards and cGMP requirements. Some products may contain ingredients sourced from other countries — for example, marine collagen may be sourced from marine sources outside Australia, and krill oil is derived from Antarctic krill. Where a product’s ingredients are sourced internationally, the manufacturer’s documentation identifies the origin. If you have a specific question about the origin of an ingredient in a specific product, contact us and we will share the information available to us.

Are your products regulated?

In Australia, complementary medicines — including vitamins, minerals, herbal products, and many supplements — are regulated as therapeutic goods. Products must be entered on the Australian Register of Therapeutic Goods, and manufacturing must comply with good manufacturing practice requirements. This is a stricter framework than the one that applies to ordinary foods in many countries.

In the United States, dietary supplements are regulated by the Food and Drug Administration under a different framework. The statements on our website and on product labels have not been evaluated by the FDA unless explicitly stated, and our products are not intended to diagnose, treat, cure, or prevent any disease. The regulatory status of a product may differ in your jurisdiction, and you are responsible for ensuring that a product you order is legal to import and use where you live.

Do you sell products that are not from Healthy Care?

Our current catalog is centered on the Healthy Care range, which allows us to maintain a consistent quality narrative across our products. We may expand our catalog over time, but we will only add products when we can verify their documentation, labeling, and manufacturing standards to the same level we apply to our existing range. We would rather have a focused catalog we can defend than a sprawling catalog we cannot explain.

Are your products tested?

Our products come from a manufacturing environment that includes raw-material verification, in-process controls, finished-product testing, and batch documentation. We do not perform independent testing on every product we sell, but we rely on the manufacturer’s quality system and documentation. If you have a specific question about testing for a specific product — for example, heavy-metal testing for a fish oil product — contact us and we will share the information available from the manufacturer.

Can I see the ingredient list before I buy?

Yes. Each product page on mchglobal.store includes the active ingredients, excipients, directions for use, and allergen information where applicable. We also state whether a product is free from common additives such as added sugars, yeast, gluten, starch, wheat, corn, milk derivatives, preservatives, artificial flavors, or sweeteners, where the manufacturer provides that information. If you need more detail than the product page provides, contact us and we will share the full label information.

Do you offer product samples?

We do not currently offer samples of individual products. Offering samples of supplements and personal-care products would require additional packaging, labeling, and regulatory compliance that we are not currently set up to provide. If you are uncertain about a product, we recommend reading the product description and contacting us with your questions before placing an order. We are happy to help you decide whether a product is appropriate for your needs.

Section 2: Questions About Specific Product Categories

What is ashwagandha, and what is Healthy Care High Strength Ashwagandha used for?

Ashwagandha (Withania somnifera) is a botanical that has been used in Ayurvedic medicine for centuries. Healthy Care High Strength Ashwagandha contains 300 mg of dry root extract per tablet, equivalent to 13.5 g of dry root, and is positioned around the traditional Ayurvedic use of ashwagandha for stress and mild anxiety. The product is formulated without added sugars, yeast, gluten, starch, wheat, corn, milk derivatives, preservatives, artificial flavors, or sweeteners.

As with any supplement, individual results vary, and the product is not a treatment for a medical condition. If you are taking medication for anxiety, depression, or a thyroid condition, consult your healthcare professional before using ashwagandha.

What is the difference between your fish oil products?

We offer several fish oil formats, each with a different concentration and use case. Healthy Care Fish Oil 1000 mg provides 180 mg EPA and 120 mg DHA per capsule and is a standard-strength option for daily omega-3 supplementation. Healthy Care Odourless Fish Oil 2000 mg provides 360 mg EPA and 240 mg DHA per capsule, making it a higher-strength option with reduced fishy aftertaste. Healthy Care Wild Salmon Oil 1000 mg provides a natural fish oil source with similar EPA and DHA content to the standard fish oil. Healthy Care Wild Krill Oil 1000 mg is derived from Antarctic krill and contains naturally occurring astaxanthin. Healthy Care Ultimate Omega 3-6-9 combines fish oil, flaxseed oil, and evening primrose oil for a broader fatty-acid profile.

The right choice depends on your goals and your tolerance for larger capsules. If you are unsure, contact us with your question and we will explain the differences in plain language.

Is your fish oil tested for mercury and other contaminants?

Fish oil manufacturers that operate under TGA-approved standards are required to meet strict limits for heavy metals and other contaminants. We rely on the manufacturer’s quality system for this testing. If you have a specific concern, contact us and we will share the information the manufacturer provides about its testing protocols. If you are pregnant or nursing, consult your healthcare professional before taking any fish oil supplement.

What is CoQ10, and which strength should I choose?

Coenzyme Q10 (CoQ10) is an antioxidant enzyme naturally found in the body’s cells, particularly in the heart. Production of CoQ10 declines with age, and supplementation is used to support cardiovascular health and energy levels. We offer CoQ10 in 150 mg and 300 mg strengths. The 150 mg product is a standard daily dose for general support, while the 300 mg product is an ultra-strength option for customers who have been advised to take a higher dose. If you are taking a blood thinner such as warfarin, consult your healthcare professional before using CoQ10, because it may interact with anticoagulant medications.

Is your collagen marine-sourced or bovine?

It depends on the product. Healthy Care Beauty Collagen Powder uses bioactive collagen peptides that are sustainably sourced marine collagen. Healthy Care Beauty Collagen Elixir Shots use hydrolyzed collagen derived from marine sources. Healthy Care Beauty Collagen Sleep contains hydrolyzed collagen (fish). If you need to confirm the source for a specific product, contact us with the product name and we will confirm the source from the manufacturer’s documentation.

What is propolis, and who should avoid it?

Propolis is a resinous substance collected by bees from plants. It is used in supplements and oral-care products for its traditional association with immune support and oral hygiene. People with allergies to bee products — including honey, royal jelly, and bee pollen — should avoid propolis, because it may trigger an allergic reaction. If you have a known bee-product allergy, consult your healthcare professional before using any propolis product.

Is your propolis toothpaste fluoridated?

Our Propolis Sensitive Toothpaste contains sodium monofluorophosphate at 0.1% (132 ppm fluoride). Our Whitening Propolis Toothpaste contains sodium monofluorophosphate at 0.76% (1000 ppm fluoride). If you are looking for a fluoride-free toothpaste, neither of these products is appropriate. If you have a specific fluoride requirement, contact us and we will confirm the fluoride content of the product you are considering.

What is the difference between your lanolin creams?

We offer several lanolin-based creams, each with a different additional ingredient. Healthy Care Lanolin with Sheep Placenta combines natural Australian lanolin with sheep placenta extract and vitamin E. Healthy Care Lanolin with Grape Seed Oil combines lanolin with grape seed oil, which is rich in linoleic acid and antioxidants. Healthy Care Lanolin Cream with Evening Primrose Oil combines lanolin with evening primrose oil, which is known for supporting skin elasticity. Healthy Care Lanolin Cream with Vitamin E is a lighter formula suitable for daily use on the face, neck, and body. If you are unsure which is right for your skin type, contact us and we will explain the differences.

Are your products suitable for vegetarians or vegans?

Many of our products contain animal-derived ingredients. Fish oil, krill oil, cod liver oil, shark cartilage, green-lipped mussel, royal jelly, sheep placenta, lanolin, and collagen are all animal-derived. Some products, such as vitamin C, may be suitable for vegetarians, but the capsule or tablet excipients may not be. If you need a vegetarian or vegan product, contact us with the specific product name and we will check the manufacturer’s documentation for you.

Are your products halal or kosher?

We do not currently provide halal or kosher certification for our products. Some products may be suitable for halal or kosher diets depending on their ingredients and excipients, but we cannot confirm this without certification. If halal or kosher status is important to you, contact us and we will share the ingredient information available from the manufacturer so that you can make an informed decision or consult your religious authority.

Section 3: Questions About Ordering

How do I place an order?

To place an order, browse our catalog at mchglobal.store, add the products you want to your cart, and proceed to checkout. At checkout, you will enter your shipping information, choose a payment method, and confirm your order. You will receive an order confirmation email at the address you provided. If you do not receive a confirmation email, check your spam folder and contact us if it does not arrive.

Do I need an account to place an order?

You can place an order as a guest without creating an account. Creating an account allows you to save your shipping information, view your order history, and track your orders more easily. If you create an account, you are responsible for maintaining the confidentiality of your password and for all activity that occurs under your account.

Can I change or cancel my order after placing it?

If you need to change or cancel an order, contact us as soon as possible at philip.lieu@halo.com.vn or +84 818685222. If the order has not yet been processed for shipment, we may be able to cancel it or update the shipping address. If the order has already shipped, cancellation may not be possible, and you may need to follow the return process instead. Changes to order contents are generally not possible after the order has been placed; we recommend canceling the original order and placing a new one if you need different products.

How will I know when my order ships?

You will receive a shipping confirmation email when your order is dispatched, including tracking information where available. If you do not receive a shipping confirmation within the expected timeframe, contact us and we will check the status of your order.

Can I order by phone or email?

We do not accept orders by phone or email. All orders must be placed through the secure checkout on mchglobal.store. This policy exists to protect your payment information and to ensure that your order is recorded accurately. Our support team can answer questions and help you navigate the website, but they cannot process an order on your behalf.

Do you have a minimum order value?

We do not currently impose a minimum order value for retail orders. You can order a single product or multiple products, subject to availability and shipping restrictions. Wholesale and business orders may be subject to minimum order quantities, which we will discuss with you if you contact us about a wholesale relationship.

Can I order products that are out of stock?

If a product is out of stock, you may be able to sign up for a back-in-stock notification on the product page, if that feature is available. You can also contact us to ask about the expected restocking timeline. We do not accept orders for out-of-stock products unless the product page explicitly allows it, because we do not want to hold your payment for an indefinite period while we wait for inventory.

Section 4: Questions About Payment

What payment methods do you accept?

We accept major credit and debit cards (Visa, Mastercard, American Express, and Discover) through Stripe, as well as Apple Pay and Google Pay. We do not accept cash on delivery, checks, money orders, wire transfers, cryptocurrency, gift cards, or peer-to-peer payment apps such as Venmo, Cash App, or Zelle. We do not accept payment information sent by email or provided over the phone.

Is my payment information secure?

Yes. Payment information is transmitted directly to Stripe, which is certified as a PCI Level 1 service provider — the highest level of compliance defined by the Payment Card Industry Data Security Standard. Your card details are encrypted in transit and tokenized, and they are not stored on MCH Global’s servers. We do not have access to your full card number, security code, or full expiration date. If someone claiming to represent MCH Global asks for your card details, do not provide them and contact us through the official channels to verify the communication.

Why was my payment declined?

A payment may be declined for many reasons, including insufficient funds, an expired card, an incorrect card number or expiration date, an incorrect security code, a billing address mismatch, a transaction that exceeds your card’s daily limit, or a block on cross-border or online transactions. Cross-border transactions are a common cause of declines, because your card issuer may flag a purchase from a Singapore-registered merchant as unusual. If your payment is declined, check the information you entered, then contact your card issuer to ask whether they have placed a block on the transaction. If the issue persists, contact us and we will investigate.

Why was my payment authorized but not captured?

When you place an order, Stripe requests authorization from your card issuer. If the authorization is approved, the funds are reserved on your card. The actual capture of funds typically occurs when the order is processed for shipment. If an order cannot be fulfilled, the authorization is released and the funds become available on your card again. The time it takes for a released authorization to disappear from your available balance depends on your card issuer.

Do you charge sales tax?

Orders shipped within the United States may be subject to sales tax depending on the destination state and the nature of the products. Where sales tax is required, it is calculated at checkout and included in the total amount charged. If you believe you are entitled to a tax exemption, contact us before placing your order.

Will I be charged customs duties or import fees?

International orders may be subject to import duties, taxes, and customs fees imposed by the destination country. These charges are not included in the price paid to MCH Global and are the responsibility of the customer. We cannot predict these charges in advance, and we cannot reimburse them. We ship with accurate commercial documentation and do not understate the value of a shipment to reduce customs charges, because doing so is illegal and exposes you to the risk of seizure and penalties.

Can I pay in a currency other than U.S. dollars?

Our prices are listed in U.S. dollars. If your card is issued in a different currency, your card issuer will convert the transaction at its own exchange rate and may apply a foreign transaction fee. These fees are imposed by your card issuer, not by MCH Global. Refunds are issued in the original transaction currency, and currency fluctuations may affect the amount you receive when the refund is converted.

What should I do if I suspect fraud?

If you believe your payment information has been compromised, contact your card issuer immediately to freeze or replace your card. Then contact us at philip.lieu@halo.com.vn or +84 818685222 so that we can review any recent orders associated with your account. If an unauthorized order was placed through our store, we will cooperate with your card issuer and with law enforcement as appropriate.

Section 5: Questions About Shipping and Delivery

Where do you ship?

We ship to the United States and to international destinations that we serve. Not all products can be shipped to all destinations due to legal restrictions, carrier limitations, or product-specific handling requirements. If we cannot ship a product to your destination, we will notify you and cancel the affected portion of your order, and we will refund the amount paid for that product.

How long does shipping take?

Shipping times vary depending on your destination, the shipping method selected, and carrier performance. Estimated delivery times are provided at checkout and in your shipping confirmation email. These estimates are not guarantees. International shipments may take longer due to customs processing, and delays can occur due to weather events, carrier disruptions, or high seasonal volume. We provide tracking information where available so that you can monitor the progress of your shipment.

How much does shipping cost?

Shipping costs are calculated at checkout based on your destination, the shipping method selected, and the weight and dimensions of your order. The exact cost will be displayed before you confirm your order, so you can review it before paying. We do not add hidden shipping charges after checkout.

Do you ship to P.O. boxes or freight forwarders?

We may be able to ship to P.O. boxes depending on the carrier and destination. Freight forwarders are more complicated, because we cannot verify the handling conditions after the package reaches the forwarder. If you use a freight forwarder, you accept responsibility for the package once it is delivered to the forwarder’s address, and we cannot be responsible for damage or loss that occurs after that point. We may contact you to verify large orders shipping to freight forwarders before dispatching them.

What happens if my package is lost or stolen?

If a shipment is confirmed lost by the carrier, we will work with you to resolve the issue, typically by offering a replacement or refund. If a shipment is marked as delivered but you did not receive it, please check with neighbors, building management, and any safe-drop locations before contacting us. If the package cannot be located, contact us and we will review the situation. We may ask you to file a report with the carrier or with local law enforcement, depending on the circumstances.

What happens if my package is held by customs?

If a shipment is held by customs, we will help you understand what is happening and what documentation may be required. Customs processes are outside our direct control, but we can provide commercial invoices and product documentation that may assist in clearance. If a shipment is seized because a product is restricted in the destination country, we will assist with documentation where possible, but we cannot guarantee a refund. We encourage international customers to check their local import regulations before placing an order.

Can I track my order?

Yes, where tracking is available. You will receive a tracking number in your shipping confirmation email. If you do not receive a tracking number, contact us and we will check whether tracking is available for your shipment.

Can I change my shipping address after placing an order?

If the order has not yet shipped, we may be able to update the shipping address. Contact us immediately at philip.lieu@halo.com.vn or +84 818685222. If the order has already shipped, we cannot change the address, but we may be able to contact the carrier to request a redirect. Address changes are not guaranteed, particularly for international shipments.

Section 6: Questions About Returns and Refunds

What is your return policy?

We accept return requests for eligible unopened products within thirty days of delivery. The product must be unopened, unused, and in its original packaging with all seals intact. Opened supplements and personal-care products generally cannot be returned for safety and hygiene reasons, except in circumstances involving damage, defect, or material description error. The full policy is set out on our Refund and Return Policy page, which controls in the event of any inconsistency with this summary.

Can I return an opened product?

Opened supplements, creams, balms, toothpastes, and similar products generally cannot be returned for a refund, because we cannot verify their safety and integrity after the seal has been broken. There are exceptions for damaged, defective, or materially misdescribed products, which we review on a case-by-case basis. If you have opened a product and are dissatisfied, contact us and explain the situation — we will review it fairly.

How do I initiate a return?

Contact us by email at philip.lieu@halo.com.vn or by phone at +84 818685222 before shipping anything back. Provide your order number, the email address used at checkout, the product name, the reason for the return, and photographs if the product is damaged or incorrect. We will send you return instructions, including the return address and any required labeling. Do not ship a return without contacting us first, because a package that arrives without a return authorization may be refused or delayed.

Who pays for return shipping?

If the return is due to damage in transit, a defective product, an incorrect item, or a material discrepancy between the product and its description, MCH Global covers the cost of return shipping. If the return is due to a change of mind, the customer is responsible for the cost of return shipping, and the original shipping charge is generally not refundable.

How long does a refund take?

Refunds are processed through Stripe to the original payment method. Once we initiate a refund, the time it takes for the funds to appear on your statement depends on your card issuer and your bank. In many cases, the refund appears within five to ten business days, but some issuers take longer. We will provide a confirmation email when the refund is initiated, including the amount and the payment method.

Can I exchange a product instead of returning it?

In general, exchanges are handled as a return followed by a new order, because this ensures that inventory and payment records are accurate. If the exchange is due to an error on our part, we cover the shipping costs for both the return and the replacement. If the exchange is due to a change of mind, the customer is responsible for the shipping costs, and any price difference is handled through a new transaction.

What if I received the wrong product?

Contact us within thirty days of delivery with your order number, a photograph of the item you received (including the label and any visible lot number), and a description of the discrepancy. We will arrange for the correct product to be shipped and will provide instructions for returning the incorrect item if necessary. We cover the cost of return shipping for incorrect items.

What if my product arrived damaged?

Photograph the damage before disposing of anything, and contact us within seventy-two hours of delivery, or as soon as reasonably possible if you discover the damage later. Include your order number, photographs of the damage, and a brief description. If the damage is confirmed, we will arrange a replacement or refund. In most cases, we will not require you to return the damaged product.

What if I experience an adverse reaction?

Stop using the product immediately and seek medical attention if necessary. Then contact us by email at philip.lieu@halo.com.vn and by phone at +84 818685222 so that we can document the concern and escalate it appropriately. We will ask for the product name, batch or lot number, date of use, a description of the reaction, and any relevant medical information you are willing to share. We take safety reports seriously and will follow up with you about what we learn. We do not provide medical advice.

Section 7: Questions About Accounts, Privacy, and Data

Do you sell my personal information?

No. We do not sell customer data. We share personal information only with the third parties necessary to complete your order — primarily Stripe for payment processing and carriers for shipping — and as required by law. Our Privacy Policy explains our data practices in detail.

What information do you collect?

We collect the information necessary to process your order and provide customer support, including your name, shipping address, email address, phone number if provided, and order details. Payment information is handled by Stripe and is not stored on our servers. We may also collect technical information about your device and browsing activity through cookies and similar technologies, as described in our Privacy Policy.

How do I exercise my privacy rights?

If you wish to access, correct, or delete your personal information, contact us at philip.lieu@halo.com.vn. We will respond in accordance with applicable law and will explain any limitations that apply. We may need to verify your identity before processing a privacy request, to protect your information from unauthorized access.

Do you use cookies?

Yes. We use cookies and similar technologies to operate the website, remember your cart, analyze site traffic, and improve your shopping experience. You can control cookies through your browser settings, but disabling certain cookies may affect the functionality of the site. Our Privacy Policy explains the types of cookies we use and how you can manage them.

How do I unsubscribe from marketing emails?

If you receive marketing emails from us, you can unsubscribe by clicking the unsubscribe link at the bottom of the email or by contacting us at philip.lieu@halo.com.vn. Please note that even if you unsubscribe from marketing emails, we may still send you transactional emails related to your orders, such as order confirmations and shipping notifications.

How do I delete my account?

To request deletion of your account, contact us at philip.lieu@halo.com.vn. We will process your request in accordance with applicable law, but we may need to retain certain information for legal, tax, or accounting purposes. We will explain any retention requirements when we respond to your request.

Section 8: Questions About Safety and Suitability

Are your products safe for everyone?

No supplement or personal-care product is safe for everyone. Some products contain allergens, some are not suitable during pregnancy or nursing, some may interact with prescription medications, and some are not appropriate for children. You should read the product label and description carefully, and consult your healthcare professional before starting any supplement, particularly if you are pregnant, nursing, taking prescription medication, have a medical condition, or are planning a medical procedure.

Can I take multiple products together?

Many of our products can be taken together, but some ingredients may overlap or interact. For example, taking multiple products that contain vitamin A could result in excessive intake, and taking multiple fish oil products could result in a higher dose of omega-3 than intended. If you are planning to take multiple products, review the labels for overlapping ingredients and consult your healthcare professional if you are unsure. We cannot provide personalized advice about combining products.

Are your products suitable for children?

Suitability for children varies by product. Some products, such as Healthy Care Kids Gummy Omega-3 and Healthy Care Family Multivitamin, are formulated for children above a specified age. Others, such as vitamin E 500 IU capsules, are not suitable for children under twelve. Always read the product label for age recommendations and directions. If you are purchasing for a child, consult your pediatrician before starting a supplement, and keep all supplements out of reach of children.

Are your products suitable during pregnancy or nursing?

Some products are not suitable during pregnancy or nursing. For example, vitamin A supplements should not be taken during pregnancy without consulting a doctor, because excessive vitamin A can cause birth defects. Other products, such as certain herbal supplements, may also be unsuitable. If you are pregnant or nursing, consult your healthcare professional before using any supplement, and read the product label for specific warnings.

Do your products interact with medications?

Some supplements can interact with prescription medications. For example, CoQ10 may interact with blood thinners such as warfarin, and St. John’s wort (not in our current range, but common in supplements) interacts with many medications. We do not provide personalized advice about drug interactions. If you are taking prescription medication, consult your healthcare professional or pharmacist before starting any supplement.

What should I do if I miss a dose?

If you miss a dose, follow the directions on the product label. In general, if you remember soon after the missed dose, take it then; if it is almost time for your next dose, skip the missed dose and resume your normal schedule. Do not double the dose to make up for a missed one. If you are unsure, consult your healthcare professional.

How should I store your products?

Storage instructions vary by product. In general, store supplements in a cool, dry place away from direct sunlight, and keep them out of reach of children. Some products, such as fish oil, may benefit from refrigeration after opening to slow oxidation. Always read the product label for specific storage instructions. Do not use a product after its expiration date.

Section 9: Questions for International Customers

Do you ship to my country?

We ship to the United States and to many international destinations, but not all products can be shipped to all countries due to legal restrictions and carrier limitations. The best way to check is to add the product to your cart and enter your shipping address at checkout; if we cannot ship to your destination, the checkout will notify you. You can also contact us at philip.lieu@halo.com.vn before placing an order and we will confirm whether we can ship to your location.

Will I have to pay customs duties?

International orders may be subject to import duties, taxes, and customs fees imposed by your country. These charges are not included in the price paid to MCH Global and are your responsibility. We cannot predict the amount in advance, and we cannot reimburse these charges. If you are unsure about the duties that may apply, contact your local customs authority before placing an order.

Why is my international order taking so long?

International shipments can be delayed by customs processing, carrier routing changes, weather events, and high seasonal volume. These delays are outside our direct control, but we will investigate the status with our logistics partners and give you an honest assessment of where the package is and when it is likely to arrive. If a package is confirmed lost, we will work with you to resolve the issue in accordance with our Shipping Policy.

Can you mark my order as a gift to reduce customs charges?

No. We ship with accurate commercial documentation and do not understate the value of a shipment or misrepresent its contents. Doing so is illegal and exposes you to the risk of seizure and penalties. We understand that customs charges can be frustrating, but we will not compromise on accurate documentation.

Do you offer international returns?

Yes, international customers may return eligible products, but the process involves additional considerations. Return shipping costs are generally higher, transit times are longer, and customs processing may apply. Contact us before shipping an international return so that we can provide the correct return address, documentation, and instructions.

Section 10: Questions About Wholesale and Business Orders

Do you offer wholesale pricing?

We welcome inquiries from retailers, wellness practitioners, clinics, gyms, and other businesses interested in carrying or using our products. Contact us at philip.lieu@halo.com.vn with a description of your business, the products you are interested in, and your expected volume. We will respond with information about minimum order quantities, pricing, and any documentation required for a business relationship.

Do you offer dropshipping?

We do not currently offer a dropshipping program. If you are interested in a business relationship, please contact us to discuss wholesale options. We evaluate each inquiry individually and will explain the available options clearly.

Can I use your product images and descriptions on my website?

Our content is protected by copyright and trademark law. If you are an authorized wholesale partner, we may grant you permission to use certain product images and descriptions in accordance with our brand guidelines. Contact us at philip.lieu@halo.com.vn to discuss. Unauthorized use of our content is not permitted.

Section 11: Questions About Contacting MCH Global

How do I contact customer support?

Email is the best channel for detailed inquiries: philip.lieu@halo.com.vn. Phone support is available for time-sensitive issues: +84 818685222. Our website is mchglobal.store, and our address is 160 Robinson Road, #14-04, Singapore Business Federation Center, Singapore 068914. These are the only official contact channels for MCH Global.

How quickly will I receive a response?

We aim to respond to emails within one to two business days. Phone calls are answered during support hours, and messages left outside those hours are returned as promptly as possible. During periods of unusually high volume, response times may extend slightly, but we will not leave you without an acknowledgment.

What information should I include in my email?

To help us respond efficiently, include your order number, the email address used at checkout, the product name or SKU, a clear description of the issue or question, and any photographs that illustrate a problem. If your inquiry concerns a return or refund, state whether you are requesting a return authorization, a replacement, or a refund, and include the reason. If your inquiry concerns a product’s ingredients or suitability, tell us the specific product and the specific concern.

Do you have a live chat?

We do not currently offer live chat. Email and phone are our official support channels. We have chosen to focus our resources on email and phone support rather than spreading them across multiple channels, because we believe that a well-handled email is more useful than a rushed chat message. If you need a real-time conversation, please call us.

Can I visit your office?

Our office at 160 Robinson Road, #14-04, Singapore Business Federation Center, Singapore 068914 is a business office, not a retail store. We do not have a showroom or a pickup facility. If you need to contact us in person for a business matter, please email us first at philip.lieu@halo.com.vn to arrange an appointment.

What should I do if I receive a suspicious message claiming to be from MCH Global?

If you receive an email, text message, or social-media message that asks for payment information, account credentials, or personal data and claims to be from MCH Global, do not respond to it directly. Contact us through the official email or phone number above to verify whether the communication is legitimate. We will never ask you for your full card number, your card’s security code, or your online banking password.

Section 12: Questions About Our Policies

Where can I find your full policies?

Our full policies are published on the following pages of mchglobal.store: About Us, Contact Us, Payment Methods, Refund and Return Policy, Terms and Conditions, Shipping Policy, and Privacy Policy. This FAQ is intended to explain those policies in accessible language, but the policies themselves control in the event of any inconsistency.

Can you change your policies?

Yes. We may update our policies from time to time to reflect changes in our operations, our products, our payment infrastructure, or applicable law. When we make changes, we will update the effective date at the top of the policy. The policy that applies to an order is the policy in effect at the time the order is placed, unless a change is required by law or is more favorable to the customer.

Do your policies limit my consumer rights?

No. Nothing in our policies is intended to limit, exclude, or waive any right that you have under applicable consumer protection law. If a policy provision appears to conflict with a mandatory legal right, the legal right prevails. Our policies describe how we handle returns, refunds, payments, and other matters in practice, but they do not replace the protections that the law provides.

A Final Word

We have tried to answer the questions that customers actually ask, in the language they actually use, without hiding behind legal phrasing or marketing language. If your question is not answered here, please contact us. We would rather answer a question directly than have a customer guess and be disappointed. Email us at philip.lieu@halo.com.vn, call us at +84 818685222, or visit mchglobal.store to explore our catalog. Our address is 160 Robinson Road, #14-04, Singapore Business Federation Center, Singapore 068914. We look forward to helping you find the products that fit your needs and to resolving any issue that arises with the care and competence that a serious distributor owes every customer.