- 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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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.acnevention.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 handling charge will be applied against the
credit of the product's purchase price for each
product returned for a refund.
Instructions
for returning a product:
In order to receive a refund, the product must be returned to our company.
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 the address provided on the form.
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 fill out our customer
service form 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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