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Frequently Asked Questions


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Order / Back Order Status

Damaged, Missing, Expired or Incorrect Items

Billing and Price Match Issues

Returns

Institutional, International, and Military Destinations

Shipping Charges

Payment Methods

Product / Ingredient / Dosage

Medical / Fitness Advice

Can't Find an Item You Want

Wholesale / Affiliates/ Special Pricing






Order / Back Order Status

Where's my order?
Depending on where you live, you should receive your order within 3 to 10 Business Days from the order date. If these time periods have been exceeded and you have not received your order, submit a helpdesk query by clicking Here to enter the help desk. We will track your order and either provide you with an expected delivery date or reship a replacement. Note: all items listed on our web site typically ship within 48 hours (excludes Saturday and Sunday) unless otherwise indicated.

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When do I get my backordered items?
It may already be en-route to you now! If the backordered item is a result of a manufacturing problem, the wait may be much longer. If we learn that the item you ordered will be delayed longer than anticipated, we will notify you by phone or email and suggest a similar item as an alternative. At any time prior to shipping your backorder, you may substitute the item or cancel your backorder. To check the status of a backorder, submit a helpdesk query by clicking Here to enter the help desk. Be sure to include your name, zip code and a brief description of the item in question.

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When do I get charged for a backorder?
If you paid by credit card, all orders are charged once the order is approved. If the original order was paid by check or money order, your account will have a credit balance equal to the cost of the backordered item, until we ship it. You may then request a refund check or apply your credit toward another purchase if you decide to cancel. For additional information please view our backorder policies.

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How do I cancel a backordered item?
To cancel a back order, submit a helpdesk query by clicking Here to enter the help desk. Be sure to include your name, zip code and a brief description of the item in question. For additional information please view our backorder policies.

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Damaged, Missing, Expired or Incorrect Items

I received a damaged, expired, or incorrect item. How do I get this resolved?
Incorrect and Expired Items: We will reship or issue a refund for the appropriate item and make arrangements to pick up the incorrect item(s). (Expired and incorrect items may be purchased at a reduced rate) submit a helpdesk query by clicking Here to enter the help desk. Be sure to include your name, invoice number, zip code and a brief description of the product in question. We will arrange to have incorrect items returned at our expense by one of the following methods. 1) Sending UPS to your home to retrieve the incorrect merchandise. UPS will supply the label for the package and will need to have accessibility to the package. 2) Emailing a postage-paid return label to you to be printed out and applied to the return package and dropped off by yourself to a Post Office, UPS location or given to your mail carrier. (If you do not have an email address, we can mail the label to your address) or

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I received my order and I'm missing an item.
First, make sure the missing item is not marked backordered under the order notes located on the upper right hand side of the invoice enclosed in the package. If the missing product is small, empty all the packing material to be sure the item is not hidden. If you still cannot locate the item, submit a helpdesk query by clicking Here to enter the help desk and we will immediately ship a replacement at no cost to you. Since every package is weighed before shipping, it is very easy to confirm missing items. You may request a refund if you no longer want the item(s). Be sure to include your name, zip code, invoice number and a brief description (including item number) of the missing product.

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Billing and Price Match Issues

Why wasn't my price match honored?
Invalid price matches are charged at our list price or the correct competitor price match. We will arrange for a return of any product at our expense if a price match is disputed. If you wish to dispute a price match, submit a helpdesk query by clicking Here to enter the help desk. Be sure to include your name, invoice number, zip code and a brief description of the product in question.

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I found a lower price after I placed my order. Will you match the price?
Yes, we will take 5% off the lower price in the form of a refund to your credit card (if your credit card has already been charged)one price match within 90 days from the order date. Submit a helpdesk query by clicking Here to enter the help desk.

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Why don't you price match certain items?
Competitors will post items at a lower price but will have excessive shipping charges to offset the price. Heavy items such as RTD's that are posted at a lower price on a competitor web site will most definitely have excessive shipping charges. Because of the cost of shipping heavy products, we would be unable to match a competitor's price and offer competitive shipping.

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My credit card was charged incorrectly (over or under) or charged twice. How do I get this resolved?
In the case of duplicate charges, make sure that you do not confuse the "auth" and "post" charge as two separate charges. Submit a helpdesk query by clicking Here to enter the help desk. Be sure to include your name, invoice number, and zip code.

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Returns

How do I return an item?
Use our help desk to request a return authorization. We will send you a link to a form that will automatically generate a postage-paid return label that will be emailed to you. Simply print this label and attach it to the box. The package can be shipped via UPS or USPS, call 1-800-PICKUPS to schedule a pickup or find a local drop box or you can leave the package with your postman. Merchandise needs to be repackaged appropriately for delivery back to SupplementWarehouse.com. Please make sure your return meets our policy requirements.

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Institutional, International, and Military Destinations

Do you ship internationally?
We currently do not handle International Orders.

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Do you ship to correctional institutions?
Yes. We are approved by many facilities. Contact your correctional facility regarding their ordering policies and procedures. Some facilities have limitations on quantities and the number of times you can order. There also may be certain products that are not permissible.

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Do you ship to APO, FPO, AA, AE, AP or Military addresses?
Yes! Visit our shipping policies for more information.

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Do you ship to P.O. Boxes or General Delivery addresses?
Orders are shipped via US Mail Priority Service. You are charged the actual amount of shipping and insurance cost ($8.50 minimum)

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Shipping Charges

How much is your Shipping Charge?
Shipping is based on the weight and destination of the package. We charge a discounted rate based on the UPS shipping table. You may find the shipping charge by adding the items to your shopping cart, then click on Your Cart, scroll down to the shipping calculator, enter the zip code of where the order is shipping to and click on Submit. The shipping charge will then appear.

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How much does it cost for Express Delivery?
You will pay actual shipping costs based on weight, destination, and desired shipping method. Express shipping orders can ONLY be placed on our order line at 800-545-8012.

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Payment Methods

What credit cards do you accept?
Visa, MasterCard, Discover, American Express, and debit cards drawn on USA banks.

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What type of checks do you take?
We accept personal checks, company checks, cashier's checks, and money orders in U.S. funds only. In the event we cannot get approval from our check authorization company, we reserve the right to hold your order until your check clears our bank.

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Do you ship C.O.D.?
We DO NOT ship C.O.D.

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Can I place my order by phone or internet and then mail in my payment?
Yes. If ordering by phone, we'll hold your order in our computer system for 30 days awaiting payment. You may also use this web site to print your order. Once you have placed all of your items in your cart, view the cart, scroll down to the shipping calculator, enter your zip code and click on submit to get the shipping cost. Print the page and then mail it in with your payment. Mailing and Store Address SupplementWarehouse.com 2440 Corp. Preserve Dr. Ste 100 Oak Creek, WI 53154

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Product / Ingredient / Dosage

How can I get information on ingredients or the dosage of a product?
Submit a helpdesk query by clicking Here to enter the help desk. We will either answer your question, provide you with a phone number or web address for the manufacturer of the product in question. We eventually plan to have all ingredient information for every product available on our web site.

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Medical / Fitness Advice

I have a certain medical condition. What do you recommend for it?
Unfortunately, questions pertaining to medical conditions or drug interaction is out of our scope of practice. We suggest that you contact your doctor or health care provider that is knowledgeable on supplementation for recommendations. Most doctors expertise is on drugs and not supplements. If your doctor would like you to take a specific supplement, we will be happy to answer questions pertaining to the product.

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Can't Find an Item You Want

I am looking for something that is not on your web site. Do you sell it?
Submit a helpdesk query by clicking Here to enter the help desk. We will check to see if we can get it! We are networked to almost every major supply company and manufacturers in the country! If we find the product you are looking for, we will add it to our web site immediately for easy reorder. You will be first to know about new products as they are released to the public! If the product is not yet available or we cannot find it, we will add you to a list to contact you once the product becomes available. We will never carry private label, MLM (Multi level marketing), pharmaceutical, most supermarket brands, and all other privately distributed products.

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Wholesale / Affiliates/ Special Pricing

Do you offer wholesale pricing for personal trainers, gyms, or health food stores?
Not at this time. Our prices are already at or below wholesale. Do not be afraid to ask for a volume discount

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Do you offer special prices for bodybuilders or people enrolled in fitness competitions?
Not at this time. We are developing a special affiliate program just for bodybuilders and people actively enrolled in fitness competitions such as Fitness America, pro and semi-pro athletes, and Body for Life. If you wish to be contacted when this program is launched, just subscribe to our mailing list.

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