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- The
most common problem
is that many people have DIFFERENT HOME/SHIPPING addresses
from their BILLING address and either forget, or do not
think it matters. IT DOES!!! For your protection, we use
something called AVS (Address Verification Service) which
verifies that the BILLING information you provide is the
same as your credit card provider has on file. MANY PEOPLE
forget that their billing address (the address that their
credit card bill actually gets sent to) is different.
If someone has moved in the last couple of years OR gets
their mail forwarded to them, this is probably the culprit.
AVS (Address Verification Service) will NOT allow the
transaction to go through unless the Billing address AND
zip code match. If you do not know what address your credit
card company has on file, call them and ask (the phone
number is most likely on the back of your credit card).
- Please
Note: If you make several attempts at placing an order
with the improper Billing Address information, this could
trigger your credit card company's fraud control. At the
very least they will temporarily deduct the attempted
transaction amount from your available credit, and possibly
even turn your card off.
- The
SECOND most common problem is entering an inappropriate
SHIPPING METHOD
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Most
problems with international ordering attempts stem from
the customer not choosing the correct UPS SHIPPING METHOD.
Make sure that either Worldwide Express or Worldwide
Expedited are chosen (the difference is that worldwide
express is quicker and more expensive)
ALSO
make sure the correct country is chosen, otherwise the
zip code will be rejected.
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If
after filling in your correct information such as shipping
and billing address if you receive an error code instead
of a confirmation that the transaction was approved, check
three things first: That your zip code is correct, that
your shipping method is appropriate for your shipping
address, and that you have chosen the appropriate country.
The
Error codes "only accepts five digit zip code"
or "invalid shipping method" are usually
generated because the customer lives OUTSIDE of the US
and has chosen the incorrect shipping. Make sure to enter
the correct country and appropriate shipping method
"Invalid
e-mail address"
Usually a result of the customer giving a false or incomplete
e-mail address: NOTE: e-mail address is important because
the customer will receive an e-mail confirmation of order,
receipt, as well as the UPS tracking number. Without the
correct e-mail address, the customer will not be able
to track the package because customer will not receive
the receipt with the invoice number.
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This
obviously depends on the shipping method chosen; all packages
are sent UPS and for an exact time-in transit, customer
can go to www.UPS.com.
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I
ordered "Next Day Air" but it took longer, why?
All orders received after 3 a.m. go out the following weekday
morning. If you ordered a product at 3:01 a.m. later on
Thursday morning for example, your package will be sent
out on FRIDAY morning, which means you will receive your
Next Day Air Shipment on Monday.
Please note: We cannot be held responsible for delays caused
by UPS which are outside of our control. We will make every
effort to remedy situations in which UPS was delayed in
delivering a package, but we cannot obviously guarantee
a third party's services. We have found UPS to be the most
reliable shipping company, however no company is 100% perfect.
If the delivery delay was due to a problem with DAK Pharmaceuticals,
we will make every effort to reasonably remedy the situation.
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The
credit card statement will only say DAK pharmaceutical,
LLC or other equivalent company, if someone inquires what
exactly was purchased, they will only say "cosmetics"
or "nutritional supplements". It should in no
way disclose the specific nature of the product
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Almost
with 100% certainty you were not, but people sometimes think
they were charged more than once. More than likely, you
probably were not. Did you make one or more FAILED attempts
at processing an order? Every time you attempt to process
an order, even if it fails, (because you put the wrong corresponding
zip code or shipping method etc.), the credit card company
"authorizes" your credit card for the full amount.
This is not a charge, only a reduction of the available
credit. Depending on your specific credit card, the authorization
should disappear automatically within 3-30 days. If you
have any specific questions regarding these authorizations
and when they will disappear, please call your credit card
company. Rest assured, you were only CHARGED for the transaction
that was fully processed.
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If
you take the tracking # (sent to you by e-mail when the
package was processed) and enter it on the tracking page
at www.dakpharmaceuticals.com/ups_track.htm
or www.UPS.com, you
will be able to see where it is in transit and when the
expected delivery date is. In some cases, you may also
need to input the shipping zip code as well. If you have
any questions or problems with tracking your package,
please contact customer service at customerservice@DAKPharmaceuticals.com.
Please
note, it usually takes one (1) full business day from
your purchase before the tracking number is available
in the UPS system.
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No, you may not pay by check however you may use your checking account's bank card, if it has a Visa or Mastercard logo on it. you may enter the bank card information instead of credit card information on the last page of the shopping cart.
Note: Only available to US customers
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No,
in order to keep prices low and maintain efficiency we only
process orders electronically. Our processing server is
100% secure and encrypted, and your information is guaranteed
safe. By today's standards it is very difficult for an unauthorized
person to see any of your information. If we had to process
orders manually we would have to raise our prices, and we
want to keep the products affordable to everyone. If you
still feel uncomfortable because you are unfamiliar with
online purchases, you may call the Order Hotline at 1-866-475-4424
and an operator will take your order over the telephone.
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We
are so confident that you will be satisfied with our products,
we offer a 30 day money back guarantee. If for any reason
you are unsatisfied , you may return the product to us
for a refund of the product's purchase price, not including
shipping/handling charges if applicable. Although over
98% of our customers are satisfied with our products and
service and we are striving to make this rate of satisfaction
100%, we realize that occasionally some people will not
be satisfied. We want you to be happy with our products
and services and recommend us to your friends. We will
do anything we can to make you, our valued customer, satisfied,
by either issuing a refund or replacing the item free
of charge, whichever you choose. Please note: We cannot
replace or exchange a product AND issue a refund, it's
"either or", not both. Note: A $5.00 dollar
handling charge will be applied against the credit of
the product's purchase price for each product returned.
Instructions
for returning a product:
In order to receive a refund, the product must be returned
to DAK Pharmaceuticals. Product must be returned in original
box, and should be placed in a larger box or padded envelope
to insure against damage (use the one we sent to you originally!)
. Products made of glass should be repackaged with care
to insure against breakage. For our employees' safety,
any box that contains broken glass will be discarded and
a refund will not be processed (we cannot instruct our
employees to pull out broken glass pieces from boxes for
obvious reasons).
In
the box with the product please insert the return form
with all required information filled out and signed. Click
here to print out the return form. The return form
MUST be included in the box.
Mail
the product with the return
form to:
Returns
Department
DAK Pharmaceuticals
201 Spring Garden Street
Third Floor
Philadelphia, PA
19123
We
suggest that you mail it to us return receipt requested
and insured, however we will accept any type of delivery
service such as Federal Express or UPS etc. Although returns
are processed immediately as received, sometimes it takes
a while for your credit card company or bank to credit
your account. Please allow 2-4 weeks for the credit to
show up on your next statement.
Instructions
for exchanging a product:
Please e-mail customer service at customerservice@DAKPharmaceuticals.com
and include your name, order number (your order number
starts with a one and four or five 0's i.e. 10001234 or
10012345) and product you wish to exchange or replace.
Or,
simply call toll free 1-866-475-4424 and ask to speak
to the customer service department, they will be glad
to assist you (exchanges only).
Please
note: all exchanges are shipped UPS ground, please allow
1-7 days for delivery. Exchanges for orders outside of
the continental United States may incur additional shipping/handling
charges.
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