- Q: What is the status of my order? Has it shipped?
To check the status of your order either click here, or follow the link included in your order confirmation e-mail [sent to you immediately after you placed your order]. Orders ship within 24-48 hours [weekends and holidays excluded].
Please note that if your order is delayed it is most likely because:
1) We were unable to verify your credit/debit card billing information. In this event, we always contact you (the same day you placed your order, during business hours) via the email address you provided in your order.
2) An item in your order may be temporarily out of stock. In this event, we always contact you (the same day you placed your order, during business hours) via the email address you provided in your order to ask if you prefer to hold the order open or cancel. We regularly order inventory to our various warehouses (generally inventory ranges between $4-$7 million), but at times we may be out of stock on a particular item.
If your order is delayed and you have not received an email from us, the email address you provided may be incorrect or your spam filter may be blocking our email. Be sure to check your 'spam folder' for email from us.
Of course, please don't hesitate to Contact Us and we'll follow up with you ASAP. Our number one priority is making sure you receive your order quickly and that you are satisfied!
- Q: I didn't receive my entire order?
If you didn't receive your entire order in the package that just arrived, 99.9% of the time, this is because we shipped your order from two or more locations. Please note that if we send your order in more than one shipment you are only charged shipping ONCE (exactly what you paid on checkout) - we handle the additional cost of any extra shipments - it's just good customer service!
While every effort is made to ship your order in a single package and from the warehouse closest to your location, at times, depending on inventory levels for the particular items you ordered, splitting a shipment may be necessary to fill your order.
In the case of split shipment, the packing slip included in each package will not show your entire order, just the items included in that package. Also, due to different 'ship from' locations, the arrival time of each package may vary. You will receive a tracking number for each package.
If another package (with the rest of your order) does not arrive within 1-2 business days please contact us.
Note: We do not split shipments when your entire order cannot be shipped the same day.
- Q: Can I take "XXX" product/supplement with my prescription/medication and/or medical/health condition?
We honestly don't know. We are not medical professionals and suggest you consult with your physician for advice.
- Q: Other product specific question?
We do not manufacture any of the products we carry. We work hard to provide you with all of the information we can about each product we carry so you can make an informed buying decision. All of the information we have on each product is posted on our website.
If you have a technical or otherwise involved question about a product that is not answered from this information, we encourage you to contact the manufacturer directly, as they would be best equipped to address such questions. If you visit a product manufacturer's website you may be pleasantly surprised to see how much money you can save buying your supplements through us!
- Q: Do you ship internationally?
No. We ship to US locations only, BUT, we do ship to military APO/FPO addresses anywhere in the world, as well as Hawaii, Alaska and Puerto Rico.
- Q: Do you accept mail orders?
No, not at this time. All orders must be placed through our 100% secure online website using either a debit or credit card (Visa, Mastercard, AMEX and Discover accepted).
- Q: Do you have a phone number I can call for customer service?
We now handle all customer service via our contact form, but don't worry, if you contact us we will get back to you ASAP! We respond to nearly all requests within 1-3 hours during business days. As our many customers know (thousands and growing daily!), we pride ourselves on providing prompt, courteous customer service.
Why do we now handle customer service this way? Efficiency and documentation.
Efficiency: We have four shipping locations and corresponding with you via email allows us to more quickly assist you - we can route your request to the right location for a quick response. Rather than place you on hold, transfer your call multiple times, tell you we'll have to call you back and then play 'phone tag'...you'll get a complete response, in a single response!
Documentation: With many, many orders shipping each day, thousands of products and thousands of customers (plus multiple warehouses) our business is fairly complex from a logistical perspective. Corresponding with you via email allows us to precisely document what's happening and respond quickly in the event more follow up is needed (versus you having to 're-explain' everything again to customer service).
- Q: What are your hours of operation?
We accept orders placed through our website 24/7, 365. For customer service, we provide support from 8am-5pm (EST) Monday-Friday, excluding holidays. Of course, you may send us a contact request any time. If you do so outside of business hours, we will respond on the next business day.
- Q: I don't recognize a charge or I believe I'm due a credit?
If you don't recognize a charge or you believe that you are due a credit, simply contact us and we will immediately investigate. If a credit is due you we will gladly and immediately issue it.
There is NEVER a reason for chargeback to be filed - read our policy on chargebacks.
- Q: Do you offer coupons or other discounts? Can I get a quantity discount?
We work hard to bring you rock bottom prices - our best prices are those posted on our website. But, you can save more by buying more. On most items we offer quantity discounts as posted on individual product pages and larger orders may qualify for coupons. To view our coupons, click here. Please note that coupons must be applied at the time of purchase.
- Q: Do you have an "auto-ship/reorder" program?
No. If you want to reorder you will need to place a new order through our website.