Frequently Asked Questions

 

Frequently Asked Questions

 

Q: I just tried to place another order and when I try to check out I get a message saying "Error : Email address already exists in the database!" What should I do?

A: All accounts are now listed under the customer's email address rather than username. Email addresses are easier to remember than usernames and it prevents customers from having numerous accounts. With this new system all your orders will be easily accessible in your same account.

To place an order: If in the past you have already used your email address to order in our online store then you already have an account, so you will need to login to that account. To do this please click on "MY ACCOUNT" in the top menu. If you don't remember your password, or if in the past you have always ordered anonymously, please click "Reset my password". Our online store will then immediately send you an email to that email address where you can reset your password and login to your account and place your order. If you have any issues please call us at 866-269-4069 or 818-902-0685.

 

Q: Do you offer a 100% money back guarantee?

A: Yes, we do. Our guarantee policy can be found here: Money Back Guarantee.

 

Q: Do you ship to all countries?

A: Yes we do. We ship to Canada and the U.K. almost daily, and we ship to other countries in Europe and Asia very frequently.

Please keep in mind, when shipping to a country outside the U.S. there is the possibility that delivery may be delayed due to customs. Also, although we usually don't have problems with delivering our products outside the U.S., we cannot guarantee delivery to other countries due to the various customs laws. However, if a package is returned to us we will issue the customer a refund of the purchase price.

ATTENTION AUSTRALIAN CUSTOMERS: Due to past issues with Australian customs we will now only ship to Australia via USPS Express. This faster method has decreased the incidents of customs issues but we still have them so please read our shipping policy before placing your order.

More information about International Shipping and our Shipping Policy is found at our main site and also inside this store on our Shipping Policy page (see left menu).

 

Q: What shipping methods do you use?

A: We ship via the U.S. Postal Service (USPS) and UPS. We offer flat rate shipping via the USPS and we offer real-time rates for both UPS and the USPS where the cost is based on the customer’s shipping address and the weight of the package. 

Customers may choose flat rate Priority/1st Class or Express Mail shipping. U.S. orders of one bottle will be shipped via 1st Class and two or more bottles will be shipped via Priority Mail. We no longer ship parcel post due to the fact that we have had problems with international packages being held up in customs and taking sometimes six weeks for delivery. Customers who wish to use their own UPS or Fed Ex account for shipping their order may do so by placing the order by phone.

 

Q: If I place an order how long will it take to ship?

A: Although our policy states that we will ship within 3 business days we ship every business day and so 99% of the time if we receive your order before 12 PM CT Monday through Friday we will ship it that same business day. If we receive your order after our cut-off time or during the weekend or on a holiday it should be shipped the next business day.

 

Q: How can I track my package after I order online?

A: Once your order has been shipped you will be sent an e-mail from our store that contains your tracking number.

You may also login to your store account and track your package at any time after your order has been shipped.

 

Q: What exactly is AUTOSHIP?

A: Autoship is our recurring orders program that provides extra savings and convenience for our customers. We offer recurring shipments to customers at their choice of once every 30, 60, 90, 120, or 180 days. With Autoship you lock-in your discounted price so that for future shipments you will be charged the same price that your were charged for your original order for as long as your Autoship subscription remains active.

You may log in to your store account if you would like to move your next ship date or change your credit card or cancel your Autoship. Please note when changing your ship date, the next ship date cannot be scheduled to ship within 24 hours of the time you are making this change.

*If you need to change your address on an ongoing Autoship you will need to call us as that has to be done manually. Changing the address in your account will not change the address on your Autoship.

Of course you may call us at 866-269-4069 or 818-902-0685 and we will make your changes for you. You may also click here and request cancellation. Choose " AUTOSHIP" from the drop-down. If you cancel your AUTOSHIP using our contact form we will send you a confirmation to the e-mail address you provided.

Autoship Policy

 

Q: What payment methods do you take?

A: Our store accepts Visa, MasterCard, American Express, and Discover. This includes debit cards. We also accept U.S. money orders, personal checks, Western Union and bank wire transfers. When paying with a money order or check you should include a copy of your invoice in the envelope and mail it to our Texas address as you will be instructed. Your order will ship once the payment has been confirmed.

If you would like to use Western Union or a bank wire transfer please contact us using the secure form inside this store and we will send you the needed information. Contact Us

 

Q: Where do I find the dosage instructions for your products?

A: The dosage instructions are found in this store on each product page.