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Shipping
Information and Return Policies
This page details our company's general policies, including
Free Shipping Offers, International
Shipping Guidelines and Return
Policies.
General
Shipping Information:
SAME DAY SHIPPING:
Most products are in stock at our warehouse for
immediate shipment. Unlike our competitors, most orders
ship the same business day if the order is received
before 1 PM EST. In-stock orders received after 1 PM
will ship the next business day. We strive to ship all
orders out the same day. Special order items are not
included in this policy.
SHIPPING RATES
& CARRIERS: We offer discount shipping
rates via our preferred carriers: US Postal Service,
FEDEX and UPS. We no longer offer DHL shipping. Domestic
orders over $199 in value qualify for our FREE
Shipping offer, which provides free shipping and
handling via the USPS First Class Mail, Parcel Post
or other Ground service. Domestic orders over $249 qualify
for FREE Priority Shipping
(using the US Postal Service's Priority Mail service).
Express shipping (Overnight, 2 Day, or 3 Day Service)
via FEDEX, UPS or USPS is available at an additional
charge. International orders do not qualify for ANY
of the Free Shipping programs. Wholesale/bulk orders
to Health Care Practitioners do not qualify for any
of the Free shipping offers.
HANDLING CHARGES:
Shipping charges also include handling charges. Handling
charges cover the cost of the shipping supplies (boxes,
wrapping, tape, etc.), fuel, and vehicle wear &
tear to deliver your parcel to the carrier's pickup
location or facility, as well as the labor to package
your order, or to fill out customs forms (in the case
of international orders). All of these expenses are
part of the shipping and handling fees and are included
in the shipping charge.
SIGNATURE REQUIREMENTS:
Some high value orders will require a signature for
delivery, or if the address is an apartment, or if the
product can be damaged or stolen if left outside for
extended periods, or if the delivery address is located
in a non-secured area. In many cases, we do not charge
you extra for signature confirmation services.
PRICING INFORMATION:
Most items are offered at a significant discount price,
often as much as 20 to 50% off the manufacturer's suggested
retail or list price, and lower prices are available
for many items, if the item is purchased in multiple
quantities (as noted by the phrase, "Addtl. discount
applies if you buy 2 or more"), or if purchased
in bulk (i.e. 10 or more of a particular item). Bulk
pricing is considered a "quoted order" - you
must call or email us for bulk order pricing. We
also offer wholesale/bulk pricing to qualified health
care practitioners. Qualified health care practitioners
accounts require verification and have to be approved
in advance of the order - so call us first.
PUBLISHED SAVINGS
STATEMENTS: Regarding statements on our website
such as "Save Up to 40%", which appear next
to most items, the savings percentage is calculated
based upon the multiple item (quantity) purchase price
vs. the retail (list) price. Shipping charges are not
included.
PRICE CHANGES:
Prices are subject to change without notice. If an error
has been made in an online price, management reserves
the right to fulfill the order subject to a limit of
one unit, or cancel the order and refund it in full.
SALES TAX: Since
we are based in Florida, some non-supplement items,
such as books, water purifiers, etc., sold to customers
residing in Florida are subject to Florida state sales
tax.
ORDER CANCELLATION:
There is a 15% cancellation/restocking charge if you
choose to cancel your order after you place it, if the
cancellation is by your choice and is not caused by
any error on our part. This fee covers our expenses
for the credit card transaction fees and administration
fees, both for the initial transaction as well as for
the refund, as we are charged by our credit card processing
company for both transactions. (In some cases, it may
be possible to cancel an order before it is processed
by the credit card company, without incurring a restocking
charge, if you call us during normal business hours
and notify us within one hour of placing the order of
the need to cancel your order. But, if this is not possible,
then the cancellation fee listed above applies.)
If we choose to cancel your order
for some reason, such as a permanent out-of-stock
condition for a particular item, you will not be responsible
for any cancellation/restocking fees.
EXCESS SHIPPING
CHARGES: For very heavy items weighing more
that 6 lbs., if our shopping cart does not correctly
calculate the actual shipping cost on your order, or
if you specify insurance, signature confirmation, or
special delivery requirements, we will contact you via
email or phone about the shipping adjustment charge
for your order. In such a case, you will only be charged
the balance due for the shipping charges not charged
by our shopping cart.
If you refuse to pay for additional shipping
charges on your order or for reshipment of an order
that shipped to the correct address but was refused
or returned for any reason, your refund will be subject
to a 15% minimum cancellation/restocking fee, along
with any shipping fees and handling charges that have
already been paid to ship your order.
IF YOUR ORDER
IS LOST: If your order is lost in transit,
we will do everything we can to trace it down with the
carrier on your behalf. We will file the paperwork for
the insurance on the package, if it is an insured order.
If your order is insured, your refund or replacement
will be sent once the shipper has verified that the
item is in fact lost, which can be up to 20 business
days or more, depending on the carrier. To prevent fraud,
a replacement will not be sent, nor will any refund
be issued, until a final determination about the status
of your parcel has been made by the shipping carrier
or by us, unless the customer opts to pay for the replacement
order in the interim.
IF YOUR ORDER
IS DAMAGED: Because we pack your order with
care, damage to your products is very unlikely. However,
if your order is damaged in transit, please contact
us immediately to let us know, so we can verify if your
order was insured and make arrangements for a replacement
order to be sent to you, and begin the claims process
if needed. Damage must be reported within 24 hours.
For domestic orders, we generally require the return
of the damaged merchandise to reduce the possibility
of fraud, and since most carriers require damaged goods
shipped in insured parcels to be returned to us in the
original carton. Do not return damaged merchandise in
a different carton, as this will jeopardize the claim
process and invalidate your claim.
If the situation warrants, we may opt
to ship you a replacement order with a return shipping
label included for the damaged merchandise for your
convenience. If we do so, this is done with the understanding
that your failure to return the damaged merchandise
within 15 days will result in you being charged for
the replacement order and the additional shipping charges.
IF YOUR ORDER
IS DELIVERED AND STOLEN: If your order was
delivered to your address by the shipper, (and is confirmed
by the shipper as being delivered to you), but then
later becomes lost or stolen, you are still responsible
for it. We will not refund or replace your order
in this instance, as the merchandise was delivered
and our obligation was fulfilled. If you are concerned
about the security of your order, such as in an apartment
building, we recommend that you let us know about this
when you order, so that we can be sure to insure your
order, and/or to specify Signature Confirmation for
your order. Note: There may be additional charges for
these services.
WE RESERVE THE
RIGHT TO REFUSE ANY ORDER. At the discretion
of management, we will reserve our right to refuse to
sell product to any customer for any reason. Also, we
reserve the right to cancel any order if we suspect
credit card fraud is likely.
Return Policies:
30 DAY RETURN
POLICY: Most supplements, books and chelation
products are covered by our 30 day Return Policy. We
have a 30 day refund policy for any unopened
health supplement item or book. The returned product
must be received in excellent condition, and must be
unused, undamaged and in resalable condition. Shipping
and handling charges are not refundable. Discounts are
not refundable.
All returns must be pre-approved in advance
by Vivagen Health Products, via phone or email, and
must include an RMA number on the shipping label. Returns
without an RMA can be refused. Customer is responsible
for return shipping charges.
There is a 15% restocking fee for all returned items,
not including Waterwise products (see below), and exclusive
of the original shipping charge for the order. All returned
products will be inspected, and if the product is found
to be used, damaged, or is missing parts or documentation,
the refund will be denied. Return shipping and insurance
charges are the responsibility of the buyer. Refunds
will be issued by check or by electronic means as determined
by management. Please allow 2 weeks for refund processing.
The refund is calculated by subtracting the shipping
charge and then applying the 15% restocking fee to the
value(s) of the qualifying returned merchandise. Shipping
and handling charges are not refundable. Discounts are
not refundable.
WATERWISE PRODUCTS
RETURN POLICY: The return policy for Waterwise
products differs slightly from the return policy for
other items we sell. Waterwise guarantees their products,
so all Waterwise products come with their own original
Waterwise factory warranty. Please read the terms and
conditions of the warranty provided by Waterwise on
your product, or visit their web site: www.waterwise.com
for more information. Should you have a problem with
a Waterwise product, please call Waterwise's toll free
customer service number: 1-800-874-9028. Once
a Waterwise product has been used, the manufacturer's
warranty is in effect and no returns will be accepted.
In order to maintain our discount pricing for Waterwise
Purifiers/distillers & Showerwise systems, we
have a 14 day return policy for any new and unused
product. If your product is new and in the original
factory-sealed box, it may be returned within 14 days
for a refund.
There is a 20% restocking fee for all returned
Waterwise products. The returned product must be received
unused and undamaged, in resalable condition. Shipping
and handling charges are not refundable. Discounts are
not refundable.
All returned Waterwise products will be inspected, and
if the product is found to be used, damaged, or is missing
parts, manuals, etc., the refund will be denied. Important:
once the product has been used, the manufacturer's warranty
is in effect and NO returns or exchanges will
be accepted. Return shipping and insurance
charges are the responsibility of the buyer. Refunds
will be issued by check or electronic credit as determined
by management. Please allow 2 weeks for refund processing.
**FREE Shipping
Offer Details:
1. For Offers described
as , the actual
cost of 1st Class USPS Mail shipping or Parcel Post
shipping or UPS Ground shipping is borne by us. The
shipping service is determined by us. A handling fee
of between 0.25 (25 cents) and $2.00 may be added to
the order by the shopping cart, based on the shipping
weight, which is separate from the free shipping.
2. About Our
"Free Shipping on Orders Over $199" Offer:
The Free Shipping Offer on orders with subtotals
exceeding $199 is for 1st Class US Mail, or Parcel Post,
or other ground service as determined by us, based on
the order type or product weight. This offer is good
only for the U.S. and its territories that are shippable
by 1st Class Mail or Parcel Post (such as Puerto Rico).
[Note: International shipping charges are exempt from
this offer. (see next section below).]
Due to their weight, the Waterwise water purifiers are
exempt from this Free shipping offer. We will contact
you with the additional shipping charges, which range
from $16 - $24 typically for FEDEX Ground shipping in
the continental US. If you want to ship a water purifier
using an Express method, either select one of the FEDEX
methods, or call/email for a specific quoted shipping
rate. We may substitute DHL or FEDEX Ground shipping
for some items.
3. About Our "Free Priority
Mail Shipping on Orders over $249":
The Free Priority Shipping Offer on orders with subtotals
exceeding $249 is for USPS Priority Mail, based on the
order type or product. This offer is good only for the
U.S. and its territories that are shippable by Priority
Mail (such as Puerto Rico). Shipping charges to Canada,
Australia and other international countries are exempt
from this offer (see next section below). Due to their
weight, Waterwise water purifiers are exempt from this
offer. We will contact you with the additional shipping
charges. If you want to ship a water purifier using
an Express method, either select one of the FEDEX shipping
methods, or call/email for a specific quoted shipping
rate.
International
Shipping Information:
International customers should read
this section in its entirety.
Information For
Our International Customers: For International
shipping, it is important that you be aware of your
responsibilities as a buyer and that you follow these
recommendations and guidelines. While we have had few
problems with packages shipped internationally, occasionally
a problem will arise, and these guidelines will help
you understand how the process works, (or what happens
when it doesn't work).
International Shipping Services: We use the
US Postal Service's Express Mail International
service for your international orders, as it has proven
to be the most reliable and least expensive international
shipping method, with the lowest fees to the customer.
(Some carriers charge an extra brokerage fee to the
customer when receiving the package, but the US Postal
Service does not do this.) Also, Express Mail
International (EMI) is both trackable and insurable,
and your parcel will be returned to us if it is not
delivered. Typical transit times via EMI to your country
are 3-5 business days.
Responsibility for Import Duties:
Once your package clears Customs, YOU will be responsible
for any Duties or General Services Taxes (GST) or administrative
fees on the item you order as imposed by your country's
Customs agency. These GST taxes can range from 5 - 39%,
but the administration fee is usually only $1 - 10.
Due to the wide ranges of duties/dues in the many different
countries we ship to, we cannot estimate these charges
for you before your order is shipped. Again, you are
responsible for these taxes/duties. We recommend that
you contact your local postal or Customs agency to find
out what the taxes/duties are for your country before
you place your order.
Value Declaration:
When we ship your package, we will mark the Customs
Declaration Forms with the correct commercial value
of each item and will include the correct paperwork
with the order, including commercial invoices, as needed.
Keep in mind that we will typically insure your parcel
for its full value or replacement value. We
will NOT mark the package as a "gift" or "sample",
so that you do not have to pay duties or taxes on your
purchases and we will not reduce or devalue the actual
value of your order. Such practices are highly illegal.
Failure to Pickup
International Package or Pay Duties: You
are responsible for picking up your package when notified
by Customs or your postal carrier. If you fail to pick
up your package and pay your fees, the package will
be returned to us after 2-3 weeks, and you will be responsible
for any additional return shipping charges or Customs
charges. An unapproved returned international order
will not be entitled to a credit or refund. Also,
if you want the order re-shipped to you, you will be
responsible for any Customs charges or return shipping
fees (if applicable), and the reshipping and any additional
handling fees.
Insurance Claims
on International Orders: International orders
shipped via Express Mail International are insured by
the US Postal Service. We pay extra for this insurance
and then we pack each international order carefully
to prevent any possible damage in transit. Thus, with
international orders, it is very important to inspect
your parcel's contents on receipt to make sure that
the items you purchased have not been damaged in transit
by the courier(s). Any items damaged in international
shipments should be brought to the immediate attention
of your local post office, and also to our attention
by email or phone, as soon after receipt as possible,
preferably the day you receive your order. Do not delay
inspecting your parcel - failure to inspect for damages
may void any insurance claim. Damaged items MUST be
presented to your local postal carrier - do not return
damaged international items to us - this voids the
insurance coverage. Refunds or credits will not be issued
for international orders until the claims process is
successfully completed. This can take up to 45 business
days.
Important
International Shipping Restrictions:
International customers should read this section
in its entirety.
Billing/Shipping Address Discrepancies: In
order to reduce credit card fraud, we will not ship
orders billed to an address in one country and shipped
to an address in another country, without prior authorization
by management. Also, we do not offer C.O.D. (payment
on delivery) options for international shipments.
Restrictions on Importing Dietary
Supplements: Some countries restrict the
importation of dietary supplements. It is the responsibility
of the international customer to make sure whether you
are allowed to import the dietary supplement products
we sell from the U.S into your country. International
import restrictions vary from country to country and
change without notice. Please read this section in its
entirety so you know what our policies are with regard
to customs restrictions.
EU customers should be aware that new
restrictions on some dietary supplements will be phased
in starting August 1, 2005. Some countries (and regions)
enforce these guidelines strictly and others do not.
Customers need to determine if a particular supplement
can be shipped to their country before ordering it.
Since we cannot keep up with every import scenario for
every product and every country, our policy has been
changed to read as follows:"international
customers assume all risks when ordering dietary supplements
for delivery to their country".
German customers should be aware that
the German Medicines Act (GMA) restricts
many dietary supplements from being shipped to Germany.
Since we cannot easily determine which items can and
cannot be shipped to Germany, our policy is to NOT SHIP
ANY SUPPLEMENTS TO GERMANY. We apologize to our German
customers for any inconvenience. Some German customers
have their orders shipped to friend's address in the
United States, or another country, which we are glad
to do.
Therefore, it is important that you understand that
the Customs agency in your country may return your order
to us for the following reasons:
1. The dietary supplement you purchased is banned in
your country.
2. You do not have the permission to import the dietary
supplements you purchased.
In some cases, if you can provide a physician's prescription
(doctor's prescription) or "pharmaceutical certificate"
for the supplement purchase, this may prevent problems
with your order being restricted by Customs. If you
can provide this documentation, we will enclose it with
your parcel. This will likely ensure that your order
is delivered and not returned to us, but does not guarantee
the entry of some dietary supplements.
If you can fax us or email us a copy of a prescription
or "pharmaceutical certificate" (fax to: +1-352-495-6086;
email to sales@vivagen.net), we will enclose it with
your order and ship it immediately.
If you cannot provide a doctor's certificate or prescription,
and you still want us to ship your order anyway, then
please be aware of the following scenarios:
International Order Returns/Cancellations:
If your Customs Agency
RETURNS your order to
us, (which is the most likely scenario if
your purchased supplement is restricted), a CREDIT REFUND
will be issued to your credit card minus shipping charges
plus a 15% Restocking Fee for the value of your
order.
If your Customs Agency SEIZES
(confiscates) your Order and they DO NOT
RETURN IT to us, we cannot refund ANY PORTION of
your order charges. You will need to contact your
Customs agency and request that they return your products
in order to qualify for a refund. This scenario is very
rare.
If you place an International
order and decide you no longer want your Order,
we can CANCEL your order, IF IT HAS NOT ALREADY SHIPPED.
Keep in mind that most orders ship the same day. In
this case, a cancellation/restocking fee of 15% will
be deducted from your original order total and your
refund will be sent to your credit card electronically.
If your order has already shipped and is in transit,
will need to refuse the parcel on arrival. You will
still be responsible for any damaged or lost items,
plus shipping charges and any accrued fees. Due to the
extra administrative time required, a cancellation/restocking
fee of 20% will be charged on the safe return of your
items, if the return has been approved by management,
and if the items returned are received in undamaged
and resaleable condition.
If you place an international
order, but fail or refuse to respond to our inquiries
about any inquiry regarding your order,
(which typically would include requests for information
regarding verification of your shipping address, payment
or delivery information), we may opt to CANCEL your
order. For this reason, it is important that you provide
us with a working email address and correct telephone
number. Of course, we will first attempt to contact
you multiple times to resolve any such issue BEFORE
cancelling your order, but we reserve the right to cancel
any international order if the buyer does not respond
to our inquiries, in order to reduce the possibility
of international credit card fraud. If you do not
respond after multiple attempts to contact you and we
opt to cancel your order, a cancellation/restocking
fee of 15% will be deducted from your refund.
Failure to Pickup International
Package or Pay Duties: You are responsible
for picking up your package when notified by Customs
or your postal carrier. If you fail to pick up your
package and pay your duties/taxes/fees, the package
will be returned to us after 2-3 weeks, and you will
be responsible for any additional return shipping charges
or Customs charges. An unapproved returned international
order will not be entitled to any credit or refund.
Also, if you want the order re-shipped to you, you will
be responsible for any Customs charges or return shipping
fees (if applicable), as well as the reshipping and
handling fees.
********************
We ship to many international countries on a regular
basis. In spite of the caveats listed above, the majority
of our international orders ship quickly and without
any problems whatsoever. We look forward to serving
you, our valued international customer with your next
order.
CONTACT US: Please
contact us with any questions you may have during normal
business hours (Monday - Friday 9 am - 5pm EST) at (800)-307-9232
or direct dial for international customers at: +1-352-495-6086.
You can also email
us anytime or use our Contact
Us page.
Thank you for your interest
in our products and our company.
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