Help - Frequently Asked Questions
If you do not find your question answered below, pleaseby 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 contact 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 as this is a separate system.
Q: Why can't I get any products to go into my shopping cart?
Q: Can you send me the same products every month or at another time interval of my choosing?
A: Yes, examine our "Recurring Order" option when you checkout.
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.
A: We will not sell, share, trade, or give away any personal information that we receive regarding our customers. We are committed to protecting your privacy.
Q: What is your return policy?
A: Products may be return with the following conditions (minus shipping charges).
Pathway brand supplements:
Other nutritional supplements:
Personal care products
The following items may not be returned:
Q: Is the price online the same as in-store?
A: The website takes its prices directly from the store, but there are exceptions for some brands that prohibit or limit internet discounts. Metagenics is one brand that prohibits online discounts, so you must place your Metagenics order by phone if you want to redeem any special offer for these products. Also, sale pricing can vary between the web and the store. All advertised sales will specify the details.
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 an email to the address you used to place your order before shipping the price-adjusted order. Please respond within one day if you wish to cancel or change your order before your order is shipped. If you suspect there is a pricing error, please contact us so that we can confirm the correct price.
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 email after your order has shipped. If your order contains any out-of-stock items, we will notify you. You will have the option to cancel the backordered product(s), hold your order until the backordered product(s) arrive (usually 7-10 days) and all items will be shipped together, or we can split the shipment. You will be charged for each order shipped.
Q: When will my backordered items be shipped?
A: Most backordered items arrive within 7-10 days. Your order will be held until these items come in and all items will be shipped together. If you need the in-stock items to ship now and the backordered items to ship later, please email us or call the order desk with your order number.
Q: How much is shipping?
A: Our flat-rate shipping fee covers packages sent to the continental United States. Additional shipping fees apply to all orders shipping to Alaska, Hawaii, US Territories and Canada. Additional shipping fees also apply to all international and expedited orders.
Standard Shipping – $5.95
Alaska, Hawaii, and US Territories – $9.95
UPS 2nd Day Air, or Next Day Air – For faster delivery, you can have your order shipped UPS 2nd Day Air, or Next Day Air for an additional charge. (Orders placed after 3:00 pm do not process until next business day. All orders received over the weekend from Friday to Sunday will not be processed until Monday morning, then will be shipped within 24 hrs.)
International Shipping (including Canada) – International shipping is not available for most countries at this time. We may be able to ship your order internationally but you will need to contact us for a quote on shipping charges. We do not ship drugs and compounds internationally.
Sales Tax – Sales tax will be charged where applicable.
Free Shipping – We occasionally run specials offering free shipping. If you are on our email list, you will be notified. Sign up here to receive our emails!
Q: Can you recommend a product for my specific health condition?
A: Please refer to the Essentials of Healthy LivingSM (EHL) and navigate to your specific health concern by clicking on specific areas of interest in the list. You can also get advice from our in-house nutritionist advisors by clicking on Ask the Expert.
Q: Can you tell me what a particular nutrition product is for, or how to use it?
A: We can provide basic product information by email or 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 are available in-person and by phone.
Q: How can I tell what brands you sell?
A: Click on the Products link for a complete list of brands available on the website. There are 13 brands that do not appear on this list because they are classified as Restricted. Go to the Restricted Practitioner Brands page for information on accessing these products.
Q: If I can't find the product I'm looking for, how do I know if you sell it?
A: Use the search field located at the top of each page. Search for the product by name, check the spelling, or use part of the product name. If you see we carry the brand but you still can't find the product, we may carry the product in our retail store or we may be able to special order it for you. Contact us about the availability of any product.
Q: Can I order prescriptions online?
A: At this time you can order refills of prescriptions and compounds, but you cannot place new prescription orders this way. You will find the Prescription Refill form on the Pharmacy & Compounding page.