Help - Frequently Asked QuestionsIf you do not find your question answered below, please contact us by e-mail or phone so we can assist you. ORDERS: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: 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. Read more >> Return To Top PRODUCTS: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 or herbalist by clicking on Ask an Expert. 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 are available in-person and by phone. Q: Do you sell the brand I'm looking for? A: Click on the link 500+ Brands for a complete list. There are 15 brands which do not appear on this list because they are restricted. Go to Restricted Brands to see a list of these brands and for information on accessing these products. Q: I can't find the product I'm looking for, do 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 manufacturer but you still can't find the product, we can special order it for you. Call or e-mail us for special order products. 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. Return To Top SHIPPING: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 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 e-mail us or call the order desk with your order number. Split shipping will cost $7.95. Q: How much is shipping? A: Shipping is a flat rate: Continental US $7.95, 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. Return To Top PRICING: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 we will correct the price and send an e-mail to the address with which you placed 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 e-mail or call us to confirm a suspicious price. Q: Are advertised sale prices available online? A: Not always. Sales are run independently, 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: 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. Return To Top |
