FAQs

• You must contact us within 30-days from purchase date to obtain an RMA (Return Merchandise Authorization) number. Please do not skip this step for we require a record of the return request before any process is set into motion. Returns without an authorization will be refused and sent back to you at your expense.
• We require that returns are made to us within 15 days from the RMA # issue date. If we do not receive your return by the allotted time, we will assume that you have decided to keep the product(s) and your return request will be null and void at that point.
• Merchandise must be returned at your expense in unopened and resellable condition in order to receive credit. You are solely responsible for making sure that what you return to us makes it here intact. We highly suggest you use a shipping service you can track with a tracking number. We also recommend insuring the package since we will not be responsible for damaged packages on their way to our facility. 
• Please note that all sales are final on all clearance items in your cart. They cannot be returned nor exchanged.
• We do not honor refunds or exchanges on expired or products nearing expiration. First, we do not sell expired products. Please do not purchase quantities you are not able to reasonably consume within 1-3 months from your purchase date. We cannot guarantee long term expiration dates on any of the products we sell as we do not manufacture anything we carry.
• Media related items such as books, workbooks, cassettes, CD's and video tapes are not allowed to be returned since these are items that may and can be duplicated.
• We do not refund nor reimburse shipping and handling charges since that is an incurred cost of doing business.
• We are entitled to deduct the original shipping and handling fee from your due credit if you took advantage of free shipping when you first placed your order.
• We charge a 20% restocking fee for all returns in order to cover processing. The restocking fee is charged on the total amount of the order which includes product and shipping costs.
• We do not accept returns and/or exchanges based on the smell and/or tastes of products. This should not be a deciding factor when consuming health supplements. If you cannot get yourself to take a product you have already opened and used, please find someone who can benefit from it and pass the product(s) along to them.
• We do not accept returns on any exercise equipment, clothing or accessories.
• We do not accept returns and/or exchanges if you experience an allergic reaction with products we sell on our website. We try to list on all of our product pages each ingredient along with the amounts contained in each dosage. If you question the ingredients in a particular product, please call or email customer service before purchasing the product. It is your responsibility to printout the product specifications so that you may present them to your medical doctor for advice, warnings, guidance and dosage amounts dependant on your individual needs. We do not employ anyone on staff qualified to give out medical advice and therefore are not responsible for unexpected reactions brought upon the consumption of any and all products we sell.
• We do not match any companies guarantees and/or warranties which they advertise on television, radio, magazines, newspapers, mailings, etc. In other words, our return policy overrides any and all policies set forth by other companies even if they are the manufacturer or supplier of the product(s). We are not affiliated, nor are we a partner with any other company but our own. Basically, if you do not see, hear, or read Platinum Strategies, Inc. or 911HealthShop.com mentioned in an ad, then that is not us. Simply keep in mind that we do not advertise in any other medium except for search engines.

Q. When should I expect my order?

A. We process our orders within 1-3 business days of when we receive your order and ship out orders on a daily basis, Monday through Friday.

Please be aware that we do not ship out on weekends and holidays. Most carriers observe holidays and can cause your shipment to be delayed. The length of time it takes for you to receive your order depends on the shipping method you choose at checkout. Please add 1-3 business days on top of that for processing times.

Q. When should I consider my order late? When should I consider it lost?

A. Considering that we ship most all orders from our warehouse within 1-3 business days, there is no reason why you should not receive your order within 3-10 business days. If there is an expected delay on a certain product(s), we will either post a notice of it ahead of time on the product page or contact you by phone and/or e-mail.

If after 10 days have passed and you suspect that your order is lost, first refer to your tracking information that you received through e-mail. 99% of the time, this will present you with the appropriate delivery times and current status of your package. If you did not receive a confirmation e-mail or the tracking information is somehow inaccurate, please contact us by e-mail or phone and we would be more then happy to assist you.

Q. What do I do if my package is lost or damaged?

A. If your package is damaged, or some of the contents of the package is damaged, please contact us immediately so that we may file a claim with the shipping carrier. You are required to keep all packaging, contents and products as we may need the product(s) sent back to us and/or a photo taken of the condition of the same. If you dispose of the product(s) before contacting us, we will not be able to assist you.

If you suspect that your package is lost, please contact us for specific instructions so that we may determine if a replacement package needs to be sent. However, please make sure you ask other household members, neighbors, apartment offices, and/or co-workers if they had received the package(s) on your behalf and simply forgot to notify you. Delivery drivers sometimes leave packages nearby if they do not catch you at the time of delivery.

All claims for damages or loss must be made within a reasonable amount of time, preferrably no later then 30 days from the date of purchase. Any claims after 30 days will be dealt with on a case-by-case basis with no guarantee of a positive outcome.

Q. Do you charge a restocking fee for product returns?

A. We charge a 20% restocking fee for all returns in order to cover processing. The restocking fee is charged on the total amount of the order which includes product and shipping costs.

Q.  What methods of shipping do you offer?

Q. How much is shipping and handling?

A. The best way to find out how much shipping is on an order is to go ahead and act like you are placing an order on our website. Once you place the items in your shopping cart, you may pretend to checkout by entering your information. The website will then present your final total including shipping, based on the destination address you entered. This process will NOT require you to submit and/or complete the order, only calculate the numbers for you in real-time. You may click the "Back" button on your browser to choose other shipping methods so that you may calculate costs.

Q. How do you calculate sales tax?

A. We only charge sales tax for customers within Indiana at the current rate of 7%. All orders outside of Indiana are not charged sales tax.

Q. If I order several different items at the same time, will you be shipping them all out at the same time?

A. In 95% of the cases, the answer is "yes". The only reason we would not ship all of them out at the same time is if we were out of stock of a certain product, in which case we would contact you.

Q. Why did I receive multiple packages for just one order?

A. Depending on product availability, we sometimes ship out of multiple locations. You will not incur any additional shipping charges if this should occur.

Q. Are all items on your site in stock?

A. Generally, "yes". In the case that we are out of stock of a product, we will contact you and let you know when we can expect to have the product(s) back in stock. You will have the option at that time to cancel your order or if part of your order is in stock, we will ship you your partial order and ship the remaining product(s) once they are in, free of additional charges.

Q. Is it safe to use my credit card on your website?

A. Absolutely! We use Secure Server Software, which is both the industry standard and the latest software for transmitting personal information online. This software encrypts your personal data, such as your contact or credit card information, allowing you to send information safely and securely. In fact, every page in the checkout process uses Secure Socket Layer (SSL) Encryption. This system renders the information unreadable should anyone try to intercept it.

Q. Do you sell, lease, or give away your customer's information to any third parties?

A. Absolutely not! We have no desire or plans to distribute any of your information to any third party. Sharing your information with anyone, in our opinion, is unethical. In addition, the only people who would want your information is our competitors. Now why in the world would we want to share our profits with them?

As a side note, yes, we do build our internal database with the information we collect from you. This information originates from any orders you place on our website. We do this so that we may track your orders, notify you of specials, and other bits of important information. In other words, we only use your information for the sole purpose of our business relationship.

HOWEVER:

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Q. What is this "Free Shipping Rebate" and how do I get it?

A. The "Free Shipping Rebate" comes from our affiliate FreeShipping.com NOT directly from our company. Here is some information on FreeShipping.com's program:

Please Note: Occasionally, we do make mistakes such as typographical errors. We apologize ahead of time for the inconvenience this may cause to your shopping experience. However, we reserve the right to correct these errors before and after orders are placed without liability.

Any purchaser of goods or services agrees that disputes arising from a purchase on 911HealthShop.com will be litigated in the company's home state.