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Frequently Asked Questions
Use these links to quickly access the topics below:
How is my order processed?
Orders for Your Practice
You will receive two emails after you have placed your order.
- Order confirmation email: The first email will confirm that your
order has been received. This email
should arrive shortly after placing your order.
- Order shipped email: The second email confirms that your order has
been shipped; tracking information and an invoice number will be included.
Orders for Your Customers
After placing an order for your customer at our Distribution Center,
you will receive an email confirming that the order was received;
an email will be sent simultaneously to notify your customer that you have placed
an order for them and that it is available for pick up. A reference
number is provided which will become the reference number for you and your customer.
Once your customer selects and pays for the order, accessing the consumer portion of the Distribution Center, a second email will be sent to your customer. This email will confirm that the order is being processed. Just prior to order shipment, the customer's credit card is charged and a third email will be sent to the customer, providing the tracking number, reference number, and the invoice number.
My order hasn't arrived,
how do I track my order?
To track an order:
- Find the UPS tracking number in the Order Shipped email sent to you.
- Go to http://www.ups.com/tracking/tracking.html.
- When prompted to enter the inquiry numbers, please enter your order tracking
number and click Track. It may take up to 24 hours before tracking
information appears on the UPS website.
- The delivery status of your order will be shown.
If your order appears to be delayed, remember:
- Credit card approval must be received prior to processing.
- All orders will be shipped a few days after they have been received and processed.
- UPS offers standard delivery Monday through Friday. Saturday delivery is offered
with an additional charge. Shipping
Information
What form of payment
can I use?
We accept Visa or MasterCard.
Will my credit
card be charged immediately?
No, your credit card will be charged just prior to shipment.
What are the shipping and
handling rates?
Shipping and handling rates for orders for your
practice are provided in the Ordering section, Shipping and Terms page.
Shipping and handling rates for your customers
are provided in the Distribution Center, Shipping and Terms page.
How do I search for
product information?
We offer a variety of search tools.
- Using the Product Search tool on the left-hand menu bar, you may search by formula name (Pinyin), product name, symptoms, Traditional Chinese Medicine patterns, or individual herb name (Pinyin).
- Select the search category, and a pull-down menu will allow you to view the listings alphabetically for this category.
- Click on the listing to view available choices.
- Click on choice to view its complete product information.
- To search by product line or by formulator, click on Products
on the left-hand menu bar and then select the product line you are looking
for.
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