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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.
Shipping
Information:
GENERAL SHIPPING
INFORMATION: 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 may still ship the same business day, or
will ship the next business day.
We offer discount shipping rates via our
preferred carriers: US Postal Service, FEDEX and DHL.
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, DHL or USPS is available at an additional
charge. International orders do not qualify for any
of the Free Shipping programs.
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. All of these expenses are part of
the shipping and handling fees.
Some orders will require a signature for
delivery. This is typically required for high value
orders, 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 most cass, we do not charge
you extra for signature confirmation services.
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. delivery services.
PRICING INFORMATION:
Most items are offered at a significant discount price,
often as much as 20 to 35% off the manufacturer's suggested
retail 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
pricing to qualified health care practitioners.
Regarding statements such as "Save
Up to 33%" which appear next to some items, the
savings percentage is calculated based upon the multiple
item purchase price vs. the retail list price.
Prices are subject to change without notice.
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.
IF YOUR ORDER
IS CANCELLED: 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 rare cases, it may be possible to cancel an
order before it is processed by the credit card company,
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 still 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 insured, your refund or replacement will be sent
once the shipper has identified that the item is 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.
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. 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.
We may choose to ship you a replacement order with a
return shipping label included for the damaged merchandise
for your convenience. 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 your money in this instance, as the
product 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, or to specify Signature
Confirmation for your order.
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 preapproved 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.
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.
Waterwise Products
Return Policy: 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 Items marked , the actual cost
of 1st Class USPS Mail shipping or Parcel Post shipping
is borne by us. A handling fee of between 0.01 (1 cent)
and $2.00 may be added to the order by the shopping
cart, based on the shipping weight. Typical transit
times for 1st Class Mail is 4-5 business days, but in
some cases can take up to 10 business days, such as
during inclement weather or the holiday seasons.
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: Shipping charges
to Canada, Australia and other international countries
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, 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 DHL
or FEDEX shipping methods, or call/email for a specific
quoted shipping rate.
International
Shipping 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).
First, we use the US Postal Service's Global Express
Mail for your international orders, as it has proven
to be the most reliable and least expensive international
shipping method, with the lowest duty fees to the customer.
(Some carriers, such as UPS, try to charge an extra
brokerage fee to the customer when receiving the package,
but the US Postal Service does not do this.) Also, Global
Express Mail is both trackable and insurable,
and will be returned to us if it is not deliverable.
For these reasons, we highly recommend that international
customers choose Global Express Mail for their shipping
option, instead of Global Priority Mail, which is cheaper.
If you choose USPS Global Priority
Mail instead, please be aware that this shipping
method is not trackable or insurable.
If your order gets delayed, lost or damaged in transit,
we will have no recourse with the carrier, nor will
we be responsible for replacing or refunding your order.
Once your package clears Customs, you will be responsible
for any 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 - 35%,
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. We recommend that
you contact your local postal or Customs agency to find
out what the duties are for your country before you
place your order.
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.
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.
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 weeks, and you mayl be responsible for the any additional
return shipping charges or Customs charges. An unapproved
returned internatonal order may not be entitled to a
credit or refund. Also, if you want the order reshipped
to you, you will be responsible for any Customs charges
or return shipping fees (if applicable), and the reshipping
and any additional handling fees.
Important
International Shipping Restrictions:
International customers should read this section in
its entirety.
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 risk when ordering dietary supplements
for delivery to their country".
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:
• If your Customs Agency RETURNS your
order to us, (which is the most likely scenario
if your product 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.
• If you placed your order and decide you no
longer want us to ship your order, we can
CANCEL your order. 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 you place an international order, but
fail or refuse to respond to our inquiries about an
issue regarding your order, (which typically
can include requests for information regarding our shipping
guidelines, verification of your shipping address, payment
or delivery information), we will 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 an 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, we may opt to cancel your order and a cancellation/restocking
fee of 10% will be deducted from your original order
total and your refund for the balance will be sent to
your credit card.
•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.
We ship to international destinations on a daily basis
and look forward to serving you, our valued international
customer.
HOW TO CONTACT US: Please contact us with any questions
you may have during normal business hours (Monday -
Friday 9 am - 5pm EST, Saturday 9 am- 1 pm) 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 web site.
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