Help - Frequently Asked Questions
If you do not find your question answered below, please contact us by e-mail or phone so we can assist you.
Q: Why is "no tracking information" available about my order?
A: If your order has not shipped yet, there will be no tracking information available. This feature only works after your order has left our store.
Q: What do I do if the wrong items were shipped or there are other errors?
A: We make every effort to get your order right, but if your order is not correct, please e-mail or call us right away so we can correct the error.
Q: Why can't I find my order in order history?
A: Only orders placed online are in order history. If you visited our physical store or placed an order by phone, they will not be in your online order history. They are completely separate.
Q: Why can't I get any products to go into my shopping cart?
A: Cookies must be enabled in your web browser for myvillagegreen.com before the shopping cart will function. Please check your security settings.
Q: Can you send me the same products every month or other interval automatically?
A: Yes, examine our STANDING ORDER option when you checkout.
Q: What is your return policy?
A: If you are unsatisified with any nutritional supplement you purchase for any reason, you may return it for a full refund of the purchase price (minus shipping) with your receipt within 30 days, and for store credit within 60 days. Pathway brand products can be returned for full credit as above within 60 days. No refrigerated items, books, pharmaceuticals, compounds may be returned under any circumstances. Personal care products may be returned within 30 days only if they are still sealed and in resaleable condition.
Q: Can I edit or cancel my order after I placed it?
A: If your order has not shipped yet, please call the store to make sure your request is identified quickly. Do not e-mail changes to your order please.
Q: What is your privacy policy?
A: Please refer to our Legal Information page.
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Q: Can you recommend a product for my specific health condition?
A: Please refer to The Essentials of Healthy Living [link] and navigate to your specific health concern or question using one of the 5 color coded categories. You will get the same answer from staff members in store as you find in EHL.
Q: Can you tell me what this nutrition product or drug is for or how to use it?
A: We can provide basic product information in e-mail or by phone, but for in-depth information specific to your body, health history, individual concerns, or a professional opinion, we cannot provide detailed information unless you schedule a private consultation with a professional staff member qualified to answer your questions. Scheduled consultations [link] are available in-person and by phone.
Q: Do you sell the brand I'm looking for?
A: There is a complete list of brands if you click on the Complete 500+ Brands [link] link on the left. There are 20 brands which do not appear on this list because they are restricted. You may visit the Advanced Search [link] page and review the pull-down list of "by Manufacturer" brands which includes the restricted brands, with one exception, a company with the initials SP who prohibits all online sales or mention of their name. For that brand you must order by phone.
Q: I can't find the product I'm looking for, do you sell it?
A: Try searching [link to advanced search] for the product by name, check spelling, or use part of the product name. If you see we carry the manufacturer, but you still can't find the product, we CAN get you the product, but it will require special ordering. Call or e-mail us for special order products. After the first time a new product has been ordered, it will be available online the next time.
Q: Can I order prescriptions online?
A: At this time you can order refills of prescriptions and compounds, but cannot place new prescription orders this way.
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Q: When will my order ship?
A: Your order typically ships by the next weekday after your order is placed. You should receive tracking information via e-mail the evening after your order has shipped. If your order contains any out-of-stock items, it will be delayed before shipping (see next question). No orders are shipping on weekends.
Q: When will my backordered items be shipped?
A: Most special order and backordered items come in within 7-10 days. Your order will be held until these items come in and all items ship together. If you need the in-stock items to ship now and the backordered items to ship later, please e-mail us or call the order desk with your order number. Split shipping will cost $6.95.
Q: How much is shipping?
A: Shipping is flat rate. Continental US $6.95, Alaska, Hawaii, & US Islands $9.95, and International $30.00 Very large orders outside the Continental US may incur additional shipping charges.
Q: Do you ship to my country?
A: Some countries have exceptionally difficulty import regulations or poor delivery services, and we have elected not to ship to these countries. We do not ship drugs and compounds internationally. If your country does not appear on the pull-down list on the shipping page, we cannot ship to your country.
Q: Do you offer Free Shipping?
A: Our flat shipping fee covers the actual cost to ship 2 pounds of products regardless of how much you order. If your order weighs more than 2 pounds when packed, you are essentially getting a portion of your shipping costs for free.
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Q: Is the price online the same as in-store?
A: The web site gets its prices directly from the store automatically. The exception is the Metagenics brand who forbids online discounts. You must place your Metagenics order by phone if you want to redeem any special offer for this brand.
Q: What happens if the online price is wrong?
A: We make every effort to prevent data errors, but if the online price is incorrect, we will correct the price and send e-mail to the address with which you placed your order before shipping the price adjusted order. You will have one day to respond if you wish to cancel or change your order before your adjusted order is shipped. If you suspect there is a pricing error, please e-mail or call us to confirm a suspicious price. This policy is displayed on-screen when you complete any order online.
Q: Is this advertised sale price available online?
A: Not always. Sales are run idependently, some for the store, some for the web. Unless the postcard or e-mail message says that the offer is also good online, it is not.
Q: I found the product cheaper somewhere else, will you beat the price?
A: We offer price matching for any identical product when you show us proof of a competitor's advertised price. You may need to place your order by phone to receive price matching, and e-mail a link to the advertised price before we can fulfill this price matching offer.
Q: Do you accept coupons/offers from other stores?
A: Yes, but not online, only a physical store location.
Q: Do you offer wholesale pricing or volume discounts?
A: Each request is evaluated independently. Please address a detailed letter or e-mail message to the owner for these types of inquiries.
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Q: Can you direct me to a doctor in my area who can help me?
A: Please refer to the Articles, Resources & Links page for links to lists of doctors whom we know and trust.
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