- 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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I ordered "Next Day Air" but it
took longer, why?
All orders received after 3 a.m.
go out the following weekday morning. If
you ordered a product at 3:01 a.m. later
on Thursday morning for example, your
package will be sent out on FRIDAY
morning, which means you will receive
your Next Day Air Shipment on Monday.
Please note: We cannot be held
responsible for delays caused by UPS
which are outside of our control. We will
make every effort to remedy situations in
which UPS was delayed in delivering a
package, but we cannot obviously
guarantee a third party's services. We
have found UPS to be the most reliable
shipping company, however no company is
100% perfect. If the delivery delay was
due to a problem with DAK
Pharmaceuticals, we will make every
effort to reasonably remedy the
situation.
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The credit card statement will
only say DAK pharmaceutical, LLC or other
equivalent company, if someone inquires
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.dakpharmaceuticals.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 fill
out our
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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Yes, you may enter the check
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 1-866-475-4424
and an operator will take your order over
the telephone.
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We are so confident that you will be
satisfied with our products, we offer a
30 day money back guarantee. If when your
package arrives you are unsatisfied, you
may return the unused* product to
us for a refund of the product's purchase
price, not including shipping/handling
charges if applicable. 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 $5.00 dollar
handling charge will be applied against
the credit of the product's purchase
price for each product
returned.
Instructions for returning a
product:
In order to receive a refund, the product must be returned in the 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 a copy of your return receipt.
In order to get a receipt go to the customer service center
here. In order to
log in, use the order number and billing name that appear on the email sent to you
after you made your order. Then, follow the link that says 'return my order'. Once
you have a printed copy of the return receipt, mail the product with the receipt to the address on the return 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:
In order to exchange a product, go to the customer service center
here. In order to
log in, use the order number and billing name that appear on the email sent to you
after you made your order. Then, follow the link that says 'return my order'. Make sure
that you have chosen the 'exchange' option from the options listed. Once
you have a printed copy of the return receipt, mail the product with the receipt
to the returns department (address above).
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.
*Please note: due to the nature of
this product we can accept returns of
products that have been used, or show
evidence of being used. We reserve the
right to refuse a refund in the event we
believe the product has been worn. If we
refuse a refund based on our belief the
product has been worn, the product will
be shipped back to the consumer, at the
sole cost to the consumer.
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