|
Shipping
and Handling
What
are your shipping and handling charges?
Our shipping charges are based on your location and the weight of the package. Our complex calculations are designed to charge you as close to the actual cost of shipping as possible. To determine the shipping charges and options for your order, choose your products from our website, enter your shipping information in our Checkout process, and you will be given a few shipping options and costs to choose from. For both our protection, we often add insurance to Priority Mail (Express Mail is always insured) for orders over $175. The post office may require you to sign for your package if it is insured. Orders paid with American Express for an amount over $150 are often sent Signature Required. If you request that your package is sent without signature required, it will be your responsibility if the package is lost or stolen after a USPS employee signs the Delivery Confirmation.
What shipping method do you use?
Orders within the U.S. are usually shipped via United States Postal Service Priority Mail, with Delivery Confirmation, or Express Mail. You will be emailed your tracking number and a quick link to track the status of your package online. Express Mail arrives in 1 to 2 days to most everywhere in the US (usually 2 days unless you are in Northern California). Priority Mail usually arrives in 1 to 3 days, depending on how far you are from us here in northern California. Alaska and Hawaii can take longer. Our experience with Priority Mail transit times tell us delivery transit times, though not guaranteed, will likely be:
- Western states - 1 to 2 days
- Middle states - 2 days
- Eastern states - 2 to 3 days
Express Mail is automatically insured. Priority Mail is not automatically insured, though we often insure larger orders. If you wish to add insurance, please indicate so in your Shipping Comments. See rates below.
You will be required to sign for any insured package, unless you instruct us to send without Signature Required. However, If you choose no signature, you will be responsible if the package is lost or stolen.
NOTE: The Almased Turbo Diet Kit, the Almased No-Frills 3 Can Kit, multiple cans of Almased, and orders with a large quantity are quite heavy. Therefore we offer UPS Ground as a less-expensive alternative to USPS Priority Mail. You may be given this additional option upon checkout. UPS Ground does not ship to Alaska, Hawaii, or APO/FPO addresses, so it will not be offered to these destinations. UPS does not ship to PO Boxes, so please give a physical address.
Do
you ship outside of the U.S.?
Yes, we ship to many other countries on a daily basis. Please see our International Shipping Instruction page for further details.
Can you ship UPS express
methods?
Upon request, we can ship UPS Overnight or UPS 2nd Day. However, as you can see from the above delivery time estimates, Priority Mail is often just as quick as more expensive methods, though delivery time is not guaranteed. This new shipping
charge will replace the one calculated with your order.
To indicate that you
wish a UPS express method of shipping, type your request in the Customer Notes section of your order, or email or call us as soon as possible after placing your order. In most circumstances, if your order and full instructions are received by 3pm EST (12 noon PST), we will ship your order the same day. Please indicate if you want Overnight or 2nd Day. UPS Overnight Saver is
about $27 to $35 for most orders of 1 to 2 bottles, depending on what you've
ordered.
If you know what method you want, and approve the approximate cost,
please indicate so on your order or your email - knowing exactly what you want
saves time in communication, which is vital when you want your package sent via
an express method.
Do you offer insurance?
Priority Mail is not automatically insured. If you wish to have your U.S. order
sent insured, please make a request in the Customer Notes section of your
order, or email us as soon as possible after placing your order.
Insurance fees for U.S. orders, based on merchandise total, are as follows:
$.01 to $50 ---- $1.65
$51 to $100 --- $2.05
$101 to $200 -- $2.45
$201 to $300 -- $4.60
$301 to $400 -- $5.50
$401 to $500 -- $6.40
Over $500 -- Arranged via email
This fee is in addition to the shipping charges.
Express Mail is automatically insured. You will be required to sign for your package, unless you instruct us to send without Signature Required. However, If you choose no signature, you will be responsible if the package is lost or stolen.
How
soon after I place my order do you ship my package?
We are very proud of our reputation for Super Fast Same Day Shipping. The vast majority of orders received by 3pm Eastern time (12 noon Pacific time), Monday thru Friday, are shipped on the same day. We cannot guarantee that we will ship the same day, but we make every effort to do so.
How will I know when my order
has been shipped?
You will receive an email confirmation of a successfully processed order if you have provided us with an accurate email address. Upon request, we will call to confirm a Telephone or Mail order. You may also receive a confirmation email showing your tracking number and exact shipping date, depending upon the shipping method your package was shipped with.
Will you ship to an address other than my billing address?
We would be happy to do so. Complete or modify the Shipping Address during the Shipping & Payment portion of the order process. If you wish a comment to be added to the order, such as Happy Birthday, indicate so in the Customer Notes section of the order. The recipient will receive a copy of your invoice (not showing credit card information), which is used as a packing slip. If you DO NOT wish this to occur, please indicate so.
Return
to Top | Go to Order/Checkout
Payment Methods
- Pay with your Credit Card through our online ordering system
- Pay with your PayPal Account through our online ordering system
- Telephone us with your Credit Card information
- Send a Check or Money Order by Mail
- Fax your Credit Card information
- Send a Wire Transfer, Western Union, or Money Gram
- Repeat Customer convenience
You may create any of these types of orders on our website so that we have all your information and the order is correctly calculated. Further instructions for each method are:
Secure Online Credit Card Order
You may use your Credit Card as a method of payment during the checkout process. All credit card information that is collected through our order system is protected by encryption. See our Privacy and Security Policy for more details. Your credit card is not approved or charged by this system – the system only collects the information. We manually process your credit card when we prepare your order over a secure system. You will receive an email informing you that your card has been accepted and the projected shipping date. If there is a problem charging your card, we will contact you by email. See our Terms and Conditions page for further details about credit card acceptance and processing.
Secure PayPal Order
You may use your PayPal account as a method of payment during the checkout process. PayPal payments in which the funds are immediately available are shipped in a timely manner. If you are using eCheck with your PayPal account, we will ship your order once the funds have been confirmed.
Create Telephone Order Form
You may create an order form with this system which you may then print to use as a reference to Telephone with your credit card information. Creating an order form on our system is the best method to use for Telephone orders, as the proper merchandise prices, shipping and applicable sales tax will be calculated for you, and it serves as a record of the charge to your credit card. Be sure to choose Phone Order as your Payment Method during the Checkout process. See our Contact information for the hours we accept calls so that you may reach us to place your Telephone Order. If you call outside of our usual hours, or get voice mail, you can leave the information on our voice mail, which is very secure. We will have your order in our files, waiting for your communication.
Create Mail Order Form
You may create an order form with this system which you may then print and use to Mail with a check or money order. Creating an order form on our system is the best method to use for mail orders, as the proper merchandise prices, shipping and applicable sales tax will be calculated for you. Please do not print the product pages to use as your order form and attempt to calculate the total yourself. If you follow the ordering steps, it is quite simple to create an order form on our system. Be sure to choose the proper Payment Method during the Checkout process (ie Check by Mail or Money Order). International customers sending a money order must do so from an International Bank in U.S. Dollars. No international Postal money orders, please. The order form will list the address that you should send your payment to. We charge a $25 fee for bounced checks.
Create Fax Order Form
Creating an order form on our system is the best method to use for Fax Orders, as the proper merchandise prices, shipping and applicable sales tax will be calculated for you. Please do not print the product pages to use as your order form and attempt to calculate the total yourself. If you follow the ordering steps, it is quite simple to create an order form on our system. Be sure to choose Fax Order as your Payment Method during the Checkout process. Please write your credit card information on the order form, sign it, and fax to the fax number listed on your order form. We require the following information to complete your Fax Order:
- Credit Card Type (Visa, Mastercard, American Express, or Discover)
- Credit Card Number
- Expiration Date (Month and Year)
- Your name as it is shown on the card
- The Security (CVV2) Code (see instructions to find the code)
- Sign your name as signed on the back of your card
Paying by Wire Transfer, Western Union, or Money Gram
You may create an order form with this system which you may then print and use to assist you in sending your payment by Wire Transfer, Western Union, or Money Gram. Creating an order form on our system is the best method to use for these types of payment methods, as the proper merchandise prices, shipping and applicable sales tax will be calculated for you. Please do not print the product pages to use as your order form and attempt to calculate the total yourself. If you follow the ordering steps, it is quite simple to create an order form on our system. Be sure to choose the Payment Method you prefer. We will have your order in our files, waiting for your communication. Please contact us by email to make arrangements for these payment methods. We charge a $10 fee for each incoming Wire Transfer, Western Union, or Money Gram.
If you are a Repeat Customer
Some repeat customers find it convenient to simply email or telephone us quickly with their order. This works if you have ordered with a credit card previously. Simply email, reach us during our buisness hours by telephone, or leave a message on our voice mail indicating exactly which products you wish and specifically tell us to "put it on my credit card." Be aware of changing expiration dates and security codes on the back of the card.
See our
Privacy and Security Policy and
Terms and Conditions pages for further details of our policies and procedures.
The Ordering
Process
How
does your shopping cart work?
You add merchandise to your shopping cart from individual product pages using the Add to Cart button. At any time you may click on the My Cart link at the top of each page, or the Shopping Cart/Checkout link at the bottom of each product page, to see the items in your shopping cart, and make any modifications. You can then either Continue Shopping, or Checkout at that time.
Is it safe and secure to order merchandise
online?
We have taken every precaution to make your transaction secure. Our system is built using industry-standard Secure Sockets Layer (SSL) encryption technology for security and privacy. For more information, see our Privacy and Security Policy. If you prefer, we also offer you the option of submitting your order by telephone, fax, or mail. See the Payment Options.
Will
I be charged sales tax?
Only orders being delivered in California will be charged sales tax. The current
rate is 7.25%.
How will I know that my order went through?
First, be sure that you follow the ordering system instructions all the way to the end, at which point you will be shown a receipt or order form which you may print. You will shortly thereafter be sent an email to the email address shown on your order confirming that your order has been placed and will be processed as soon as possible. After your order is shipped, you will also receive an email confirming a successful order processing, and possibly another email with a tracking number. We want to keep you informed!
What
if you don't have all of the items in stock?
If an item that you ordered is out of stock, it will be automatically backordered. You will be informed of the projected shipping date of the backordered item. Our products are rarely on a backorder status. However, when that does occur it is usually only for a few days. We may hold your entire order until the backordered item arrives, or we may ship all other products on your order, and ship the backordered item when it arrives back into our inventory.
How can I cancel my order?
Shoud you wish to cancel your order after it is placed on our website, by telephone, by mail, or by fax, we will do so if your order has not been shipped. You will receive a full refund. However, you must allow us at least 24 hours (Monday thru Friday) to receive your communication to cancel your order, or it may be shipped before your communication is received by us. If your order has already been shipped, you may refuse it when it reaches you. When your refused order is received by us, we will credit you for the amount charged for the product, less a 10% restocking fee. You will not be credited for the shipping charges.
What
happens if the merchandise is lost or stolen during shipping and delivery?
If your domestic or international order has NOT been sent insured, we cannot replace lost or stolen merchandise that has been shown to be delivered by the United States Postal Service, by UPS, by any other delivery service, or by the delivery service in a foreign country. If you feel that your package cannot be safely delivered to your home, please request that we add insurance to your order. If it has been insured, a replacement order will be sent along with documents for your signature, which we will need to make a claim with the delivery service so that we may recover the cost of the merchandise.
Return Policy
What is your return policy?
We can not accept returns once merchandise has been opened. See the next topic to return unopened merchandise.
What if I need to return unopened merchandise?
ORDERS SENT WITHIN THE U.S.: Whether you buy from our website, by telephone, or by mail or fax, you may return any UNOPENED PRODUCT in its original condition** WITHIN THIRTY (30) DAYS of receiving the order, and receive a refund of the original amount charged for the products, less a 10% restocking fee. You will not be refunded for shipping. Shipping charges will only be refunded if the return is due to our error. Contact us via email or telephone to obtain authorization to return your order. You must write the Return Authorization number on the outside of your package. All returns should be accompanied by a copy of your sales receipt packing slip and must be returned within the 30 day time period. After your return has been received it will take a few days to process. If you originally ordered using a credit card, refunds will be credited to your account. If you paid by check or money order, a refund check will be mailed to you. As an option, you may also apply the credit to your account with us to be used toward future purchases. NOTE: Credits for returns are subject to our acceptance of the condition** of the goods returned. A Return Authorization number is not a guarantee that a credit will be issued.
Merchandise that is returned to us for reasons of "Refused" or "Unclaimed" are subject to our 10% restocking fee. Shipping charges will not be refunded. If a package is returned due to our error in shipping address, we will reship to sender.
ORDERS SENT OUTSIDE THE U.S.: We are sorry, but we cannot accept returns of products shipped OUTSIDE OF THE U.S. Nutritional products need to be stored at proper temperatures. The conditions in which a package has traveled when returned to us cannot be known, and therefore the product can not be restocked. Mail returns to Energetic Nutrition, Inc. at the address shown on our Contact page.
**ORIGINAL CONDITION: Nutritional products are susceptible to damage from heat and cold. We can only accept returns when the product has been kept in the proper temperature and dry conditions. Bottles that have suffered heat damage will often have a wrinkled label and the bottle will expand - particularly at the bottom. Do not leave your products unattended in your automobile or other hot or extremely cold environment. It is very apparent when a bottle has been exposed to too much heat or cold. If we receive returned products with this type of evident damage, we will be unable to issue a credit, even if you have received a Return Authorization number. We appreciate your understanding about this policy.
Return
to Top | Go to Order/Checkout
Privacy
and Security Policy
What
is your privacy policy?
We do not sell, trade, or rent your personal information to others - ever! All
information we gather is for the purpose of providing you with excellent customer
service. We use your email address for correspondence regarding your order and shipping, and to answer your questions. We also use it to send announcements regarding sales and
new products, which you are free to unsubscribe to at any time. Read our entire Privacy and Security Policy
What
security precautions do you take?
Online Ordering -
We have taken every precaution to make your online transaction secure. Our system
is built using industry-standard Secure Sockets Layer (SSL) encryption technology
for security and privacy. Only authorized personnel have access to your order information, which is protected by a password.
Our Recordkeeping - All customer information is kept on a computer that
only authorized personnel have access to. It is protected by a password.
Your Receipt - The receipt that is enclosed with your order contains only
your name and address. Depending on the shipping method, your phone number may be on the receipt for the assistance of delivery services. Other personal information, including your credit card
number and email address are not shown on the receipt.
Your
system offers a browser Cookie. What are Cookies?
Cookies are data stored on your computer which contains information about entries
you have made while browsing. We offer the use of a Cookie only during your order
process. This cookie contains your name, address, email, and other information
so that the next time you order from Energetic Nutrition, you will not be required
to type that information in again. It is optional, and you need to actually click
the box which offers you this convenience. If you do not click the box, a cookie
is not stored on your computer. The Cookie option appears on the Checkout page.
Your receipt will indicate if you have choosen the Cookie option.
Should you have any concerns
regarding our privacy and security policy, or have any other questions, please Contact us.
|
