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- The
most common problem
is that many people have DIFFERENT HOME/SHIPPING addresses
from their BILLING address and either forget, or do not
think it matters. IT DOES!!! For your protection, we use
something called AVS (Address Verification Service) which
verifies that the BILLING information you provide is the
same as your credit card provider has on file. MANY PEOPLE
forget that their billing address (the address that their
credit card bill actually gets sent to) is different.
If someone has moved in the last couple of years OR gets
their mail forwarded to them, this is probably the culprit.
AVS (Address Verification Service) will NOT allow the
transaction to go through unless the Billing address AND
zip code match. If you do not know what address your credit
card company has on file, call them and ask (the phone
number is most likely on the back of your credit card).
- Please
Note: If you make several attempts at placing an order
with the improper Billing Address information, this could
trigger your credit card company's fraud control. At the
very least they will temporarily deduct the attempted
transaction amount from your available credit, and possibly
even turn your card off.
- The
SECOND most common problem is entering an inappropriate
SHIPPING METHOD
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Most
problems with international ordering attempts stem from
the customer not choosing the correct UPS SHIPPING METHOD.
Make sure that either Worldwide Express or Worldwide
Expedited are chosen (the difference is that worldwide
express is quicker and more expensive)
ALSO
make sure the correct country is chosen, otherwise the
zip code will be rejected.
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If
after filling in your correct information such as shipping
and billing address if you receive an error code instead
of a confirmation that the transaction was approved, check
three things first: That your zip code is correct, that
your shipping method is appropriate for your shipping
address, and that you have chosen the appropriate country.
The
Error codes "only accepts five digit zip code"
or "invalid shipping method" are usually
generated because the customer lives OUTSIDE of the US
and has chosen the incorrect shipping. Make sure to enter
the correct country and appropriate shipping method
"Invalid
e-mail address"
Usually a result of the customer giving a false or incomplete
e-mail address: NOTE: e-mail address is important because
the customer will receive an e-mail confirmation of order,
receipt, as well as the UPS tracking number. Without the
correct e-mail address, the customer will not be able
to track the package because customer will not receive
the receipt with the invoice number.
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This
obviously depends on the shipping method chosen; all packages
are sent UPS and for an exact time-in transit, customer
can go to www.UPS.com.
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The
credit card statement will only say DAK pharmaceuticals,
if someone inquires as to what exactly was purchased, they
will only say "cosmetics" or "nutritional
supplements". It should in no way disclose the specific
nature of the product
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Almost
with 100% certainty you were not, but people sometimes think
they were charged more than once. More than likely, you
probably were not. Did you make one or more FAILED attempts
at processing an order? Every time you attempt to process
an order, even if it fails, (because you put the wrong corresponding
zip code or shipping method etc.), the credit card company
"authorizes" your credit card for the full amount.
This is not a charge, only a reduction of the available
credit. Depending on your specific credit card, the authorization
should disappear automatically within 3-30 days. If you
have any specific questions regarding these authorizations
and when they will disappear, please call your credit card
company. Rest assured, you were only CHARGED for the transaction
that was fully processed.
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If
you take the tracking # (sent to you by e-mail when
the
package was processed) and enter it on the tracking page
at www.complexc.com/ups_track.htm
or www.UPS.com, you
will be able to see where it is in transit and when
the expected
delivery date is. In some cases, you may also need to
input the shipping zip code as well. If you have any
questions
or problems with tracking your package, please contact
customer service via our online
customer service form .
Please
note, it usually takes one (1) full business day from
your purchase before the tracking number is available
in the UPS system.
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No, you may not pay by check however you may use your checking account's bank card, if it has a Visa or Mastercard logo on it. you may enter the bank card information instead of credit card information on the last page of the shopping cart.
Note: Only available to US customers
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No,
in order to keep prices low and maintain efficiency we only
process orders electronically. Our processing server is
100% secure and encrypted, and your information is guaranteed
safe. By today's standards it is very difficult for an unauthorized
person to see any of your information. If we had to process
orders manually we would have to raise our prices, and we
want to keep the products affordable to everyone. If you
still feel uncomfortable because you are unfamiliar with
online purchases, you may call the Order Hotline at 866-475-4424
and an operator will take your order over the telephone.
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Returning
a Product / Guarantee
We
are so confident that you will be satisfied with
our products, we offer a 30 day money back guarantee.
If for any reason you are unsatisfied , you may
return the product to us for a refund of the product's
purchase price, not including shipping/handling
charges if applicable. Although over 98% of our
customers are satisfied with our products and service
and we are striving to make this rate of satisfaction
100%, we realize that occasionally some people
will not be satisfied. We want you to be happy
with our products and services and recommend us
to your friends. We will do anything we can to
make you, our valued customer, satisfied, by either
issuing a refund or replacing the item free of
charge, whichever you choose. Please note: We cannot
replace or exchange a product AND issue a refund,
it's "either or", not both.
Note:
A $5 handling charge will be applied against the
credit of the product's purchase price for each
product returned for a refund.
Instructions
for returning a product:
In order to receive a refund, the product must be returned to our company.
Product must be returned in original box, and should be placed in a larger
box or padded envelope to insure against damage (use the one we sent to you
originally!).
Products
made of glass should be repackaged with care to
insure against breakage. For our employees' safety,
any box that contains broken glass will be discarded
and a refund will not be processed (we cannot instruct
our employees to pull out broken glass pieces from
boxes for obvious reasons).
In
the box with the product please insert the return
form with all required information filled out
and signed. Click
here to print out the return form. The return
form MUST be included in the box.
Mail
the product with the return
form to the address provided on the form.
We
suggest that you mail it to us return receipt requested
and insured, however we will accept any type of
delivery service such as Federal Express or UPS
etc. Although returns are processed immediately
as received, sometimes it takes a while for your
credit card company or bank to credit your account.
Please allow 2-4 weeks for the credit to show up
on your next statement.
Instructions
for exchanging a product:
please fill out our customer
service form and include your name, order number (your order number starts
with a one and four or five 0's i.e. 10001234 or 10012345) and product you
wish to exchange or replace.
Or,
simply call toll free 1-866-475-4424 and ask to
speak to the customer service department, they
will be glad to assist you (exchanges only).
Please
note: all exchanges are shipped UPS ground, please
allow 1-7 days for delivery. Exchanges for orders
outside of the continental United States may incur
additional shipping/handling charges.
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