Shipping and Ordering Policy

Shipping and Handling

• What are your shipping and handling charges?
• What shipping method do you use?
• Do you ship outside of the U.S.?
• Can you ship express methods?
• Do you offer insurance?
• How soon after I place my order do you ship my package?
• How will I know when my order has been shipped?
• Will you ship to an address other than my billing address?
  

What are your shipping and handling charges?
Our shipping charges are based on your location and the weight of the package. Our complex calculations are designed to charge you as close to the actual cost of shipping as possible. To determine the shipping charges and options for your order, choose your products from our website, enter your shipping information in our Checkout process, and you will be given a few shipping options and costs to choose from. For both our protection, we often add insurance to Priority Mail (Express Mail is always insured) for orders over $175. The post office may require you to sign for your package if it is insured. If you request that your package is sent without signature required by specifically stating so, or asking that your package be left somewhere, it will be your responsibility if the package is lost or stolen after a USPS employee states that the package was delivered.

What shipping method do you use?
The most popular shipping method chosen by our customers in the U.S. is Priority Mail, shipped via United States Postal Service. Priority Mail has a Delivery Confirmation number. You will be emailed your delivery confirmation number and a quick link to see the shipping and delivery status of your package online. Priority Mail usually arrives in 1 to 3 days, depending on how far you are from us. Alaska and Hawaii can take longer. Priority Mail is not automatically insured, though we often insure larger orders. If you wish to add insurance, please indicate so in your Shipping Comments. See rates below. You will be required to sign for any insured package, unless you instruct us to send without signature. However, If you choose no signature, you will be responsible if the package is lost or stolen. Our experience with Priority Mail transit times tell us delivery transit times, though not guaranteed, will likely be:

• Western states - 1 to 2 days
• Middle states - 2 days
• Eastern states - 2 to 3 days

The other option all orders will offer is Express Mail, shipped via United States Postal Service. Express Mail has a Tracking number which will show most activity during the package's journey. Packages usually arrive in 1 to 2 days from our location in Northern California, and is automatically insured. You will be required to sign for any insured package, unless you instruct us to send without signature. However, If you choose no signature, you will be responsible if the package is lost or stolen.

Smaller weight and lower value packages are given the option to be sent via First Class Mail. First class is not tracked, nor insured. We cannot replace packages that are lost when sent via First Class Mail, so choose this option with that in mind.

For heavier orders, we offer UPS Ground as a less-expensive alternative to USPS Priority Mail. You may be given this additional option upon checkout.  Transit time is 2 to 7 days. UPS Ground does not ship to Alaska, Hawaii, or APO/FPO addresses, so it will not be offered to these destinations. UPS does not ship to PO Boxes, so please give a physical address.

Can you ship UPS express methods?
Upon request, we can ship UPS Overnight or UPS 2nd Day. However, as you can see from the above delivery time estimates, Priority Mail is often just as quick as more expensive methods, though delivery time is not guaranteed. This new shipping charge will replace the one calculated with your order.

To indicate that you wish a UPS express method of shipping, type your request in the Customer Notes section of your order, or email or call us as soon as possible after placing your order. In most circumstances, if your order and full instructions are received by 3pm EST (12 noon PST), we will ship your order the same day. Please indicate if you want Overnight or 2nd Day. UPS Overnight Saver is about $27 to $35 for most orders of 1 to 2 bottles, depending on what you've ordered.

If you know what method you want, and approve the approximate cost, please indicate so on your order or your email - knowing exactly what you want saves time in communication, which is vital when you want your package sent via an express method.

Do you offer insurance?
Priority Mail is not automatically insured. If you wish to have your U.S. order sent insured, please make a request in the Customer Notes section of your order, or email us as soon as possible after placing your order.

Insurance fees for U.S. orders, based on merchandise total, are as follows:

$ .01 to $100 -- $ .75
$101 to $200 -- $1.50
$201 to $300 -- $2.25
$301 to $400 -- $3.00
$401 to $500 -- $3.75
$501 to $600 -- $4.50
$601 to $700 -- $5.25
Over $700 -- $5.25 plus .75 per each additional portion of $100.
The insurance fee is in addition to the shipping charges.

Express Mail is automatically insured. You will be required to sign for your package, unless you instruct us to send without Signature Required. However, If you choose no signature, you will be responsible if the package is lost or stolen.

Do you ship outside of the U.S.?
Yes, we ship to many other countries on a daily basis. Please see our International Shipping Instruction page for further details.

How soon after I place my order do you ship my package?
We are very proud of our reputation for Super Fast Same Day Shipping. The vast majority of orders received by 3pm Pacific time, Monday thru Friday, are shipped on the same day. We cannot guarantee that we will ship the same day, but we make every effort to do so. Monday is the day we ask for your patience, as often the volume of orders may preclude us from shipping all orders, but we will definetly get them out the next day!

How will I know when my order has been accepted and shipped?
Immediately upon completing an online order, you will receive an email confirmation of your order. Once your order is fully processed, you will receive an emailed receipt of your final order, indicating the expected shipping date. Once shipped, you will also receive an email showing your delivery confirmation or tracking number and the exact shipping date. Be sure to provide us with an accurate email address.

Will you ship to an address other than my billing address?
We would be happy to do so. Complete or modify the Shipping Address during the Registration process if you are a new customer, or in the Shipping & Payment portion of the order process if you are a repeat customer. If you wish a comment to be added to the order, such as Happy Birthday, indicate so in the Customer Notes section of the order. The recipient will receive a copy of your invoice (not showing credit card information), which is used as a packing slip. If you DO NOT wish this to occur, please indicate so.

What about leaving the package in areas with extreme weather conditions?
If you live in an area with extreme (hot or cold) temperatures, be conscious of your mail receptacle and the temperature it may become during extreme weather. Collect your package as soon as possible. When placing your order, consider your schedule during the days that your package will be delivered so you can arrange to be home when your package arrives and collect it in a timely manner. If you will not be able to collect your package promptly it would be best if you make special arrangements regarding the delivery of your package, such as requesting that your package is sent “Signature Required” (an additional fee) so that the package must be picked up at the post office or UPS store, or delivered at another time. Additionally, we would be happy to ship your order on a date specified to allow the delivery to fit into your schedule. We cannot be responsible for damage to products that are not collected timely from your mail receptacle or are ordered during particularly extreme weather conditions. Our email to you regarding the tracking and/or transit time for the delivery of your package should be adequate information for you to estimate or track the delivery date of your package. Read more about Vitalzym and extreme weather.

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Payment Methods 

• Pay with your Credit Card through our online ordering system
• Pay with your PayPal Account through our online ordering system
• Telephone us with your Credit Card information
• Send a Check or Money Order by Mail
• Fax your Credit Card information
• Send a Wire Transfer, Western Union, or Money Gram
• Repeat Customer convenience

You may create any of these types of orders on our website so that we have all your information and the order is correctly calculated.  Further instructions for each method are:

Secure Online Credit Card Order
You may use your Credit Card as a method of payment during the checkout process. All credit card information that is collected through our order system is protected by encryption. See our Privacy and Security Policy for more details. Your credit card is pre-authorized, but not yet charged, by our shopping cart.  If there are problems charging your credit card, such as lack of funds or an inaccurate card number or security code, your order will not be finalized. Contact us if you are having difficulties that you feel should not be occuring. Once your card has been pre-authorized, and we have fully processed your order, we will "capture" the funds and your credit card will be officially charged. See our Terms and Conditions page for further details about credit card acceptance and processing.

Secure PayPal Order
You may use your PayPal account as a method of payment during the checkout process. When PayPal funds are immediately available, your order will be shipped in a timely manner. If you are using eCheck with your PayPal account, we will ship your order once the funds have been confirmed.

Create Telephone Order Form
You may create an order form on our shopping cart, which you may then print to use as a reference to call us with your credit card information. Creating an order form on our shopping cart is the best method to use for Telephone orders, as the proper merchandise prices, shipping and applicable sales tax will be calculated for you, and it serves as a record of the charge to your credit card. Be sure to choose Phone Order as your Payment Method during the Checkout process. See our Contact information for the hours we accept calls so that you may reach us to place your Telephone Order. If you call outside of our usual hours, or get voice mail, you can leave the information on our voice mail, which is very secure.  We will have your order in our files, waiting for your communication. 

Create Mail Order Form
You may create an order form on our shopping cart, which you may then print and use to Mail with a check or money order. Creating an order form on shopping cart is the best method to use for mail orders, as the proper merchandise prices, shipping and applicable sales tax will be calculated for you. Please do not print the product pages to use as your order form and attempt to calculate the total yourself. If you follow the ordering steps, it is quite simple to create an order form on shopping cart. Be sure to choose the proper Payment Method during the Checkout process (ie Check by Mail or Money Order). International customers sending a money order must do so with an International Bank in U.S. Dollars. No international Postal money orders, please.  The order form will list the address that you should send your payment to. We charge a $25 fee for bounced checks.

Create Fax Order Form
Creating an order form on our shopping cart is the best method to use for Fax Orders, as the proper merchandise prices, shipping and applicable sales tax will be calculated for you. Please do not print the product pages to use as your order form and attempt to calculate the total yourself. If you follow the ordering steps, it is quite simple to create an order form on our shopping cart. Be sure to choose Fax Order as your Payment Method during the Checkout process. Please write your credit card information on the order form, sign it, and fax to the fax number listed on your order form.  We require the following information to complete your Fax Order:

• Credit Card Type (Visa, Mastercard, American Express, or Discover)
• Credit Card Number
• Expiration Date (Month and Year)
• Your name as it is shown on the card
• The Security (CVV2) Code (see instructions to find the code)
• Sign your name as signed on the back of your card

Paying by Wire Transfer, Western Union, or Money Gram
You may create an order form with our shopping cart, which you may then print and use to assist you in sending your payment by Wire Transfer, Western Union, or Money Gram.  Creating an order form on our shopping cart is the best method to use for these types of payment methods, as the proper merchandise prices, shipping and applicable sales tax will be calculated for you. Please do not print the product pages to use as your order form and attempt to calculate the total yourself. If you follow the ordering steps, it is quite simple to create an order form on our system. Be sure to choose the Payment Method you prefer. We will contact you by email to make arrangements for these payment methods. We charge a $10 fee for each incoming Wire Transfer, Western Union, or Money Gram.

If you are a Repeat Customer
Once you have registered on our website, your billing and shipping information is available to view and edit once you login. You may also see your order history, and quickly create a new order from previous orders. If you do not remember your login information, you may request that the information be emailed to you from the shopping cart. If you have any problems, please contact us.

The Ordering Process

• How does your shopping cart work?
• Is it safe and secure to order merchandise online?
• Will I be charged sales tax?
• How will I know that my order went through?
• What if you don't have all of the items in stock?
• How can I cancel my order? 
• What happens if the merchandise is lost or stolen?

How does your shopping cart work?
You add merchandise to your shopping cart from individual product pages using the Add to Cart button. At any time you may click on the My Cart link at the top of each page to see the items in your shopping cart, and make any modifications. You can then either Continue Shopping, or Checkout at that time.

Is it safe and secure to order merchandise online?
We have taken every precaution to make your transaction secure. Our shopping cart is built using industry-standard Secure Sockets Layer (SSL) encryption technology for security and privacy. For more information, see our Privacy and Security Policy.  If you prefer, we also offer you the option of submitting your order by telephone, fax, or mail. See the Payment Options.

Will I be charged sales tax?
Only orders being delivered in California will be charged sales tax. The current rate is 8.25%.

How will I know that my order went through?
First, be sure that you follow the ordering system instructions all the way to the end, at which point you will be shown a receipt or order form which you may print.  You will shortly thereafter be sent an email to the email address shown on your order confirming that your order has been placed and will be processed as soon as possible. Once your order is fully processed, you will receive an emailed receipt of your final order, indicating the expected shipping date. Once shipped, you will also receive an email showing your delivery confirmation or tracking number and the exact shipping date. We want to keep you informed! If you have any questions, contact us via telephone or LIVE CHAT during our business hours, or send an email or leave a voice message. We promise you will receive a prompt response to your request for assistance.

What if you don't have all of the items in stock?
If an item that you ordered is out of stock, it will be automatically backordered. Our products are rarely on a backorder status, as we receive a fresh stock of products regularly. However, when that does occur it is usually only for a few days. We may hold your entire order until the backordered item arrives, or we may ship all the other products on your order, and ship the backordered item when it arrives back into our inventory.You will be informed of the projected shipping date of the backordered item. You can also check the status of your order by logging into our shopping cart and viewing your Order History.

How can I cancel my order?
If you wish to cancel your order after it is placed on our website, you will receive a full refund IF your order has not been shipped. Please contact us immediately if you want to cancel your order, as we are very quick at shipping orders! Contact us via telephone or LIVE CHAT during our business hours, or send an email, or leave a voice message. If your order has already been shipped, you may refuse it when it reaches you. When your refused order is received back by us, we will credit you for the amount charged for the product, less a 10% restocking fee. You will not be credited for the shipping charges.

What happens if the merchandise is lost or stolen during shipping and delivery?
If your domestic or international order has NOT been sent insured, we cannot replace lost or stolen merchandise that has been shown to be delivered by the United States Postal Service, by UPS, by any other delivery service, or by the delivery service in a foreign country. If you feel that your package cannot be safely delivered to your home, please request that we add insurance to your order.  If it has been insured, a replacement order will be sent along with documents for your signature, which we will need to make a claim with the delivery service so that we may recover the cost of the merchandise.

Return Policy

• What is your return policy?
• What if I need to return unopened items?

What is your return policy?
We can not accept returns once merchandise has been opened. Please inspect your product before opening, and contact us immediately if you suspect a problem with the quality of the product.   See the next topic to return unopened merchandise.

What if I need to return unopened merchandise?
ORDERS SENT WITHIN THE U.S.: Whether you buy from our website, by telephone, or by mail or fax, you may return any UNOPENED PRODUCT in its original condition** WITHIN THIRTY (30) DAYS of receiving the order, and receive a refund of the original amount charged for the products, less a 10% restocking fee. You will not be refunded for shipping. Shipping charges will only be refunded if the return is due to our error. Contact us via email, telephone, or live chat to obtain authorization to return your order. You must write the Return Authorization number on the outside of your package. All returns should be accompanied by a copy of your sales receipt packing slip and must be returned within the 30 day time period. After your return has been received it will take a few days to process. If you originally ordered using a credit card, refunds will be credited to your account. If you paid by check or money order, a refund check will be mailed to you. As an option, you may also apply the credit to your account with us to be used toward future purchases. NOTE: Credits for returns are subject to our acceptance of the condition** of the goods returned. A Return Authorization number is not a guarantee that a credit will be issued. Mail returns to Energetic Nutrition, Inc. at the address shown on our Contact page.

Merchandise that is returned to us for reasons of "Refused" or "Unclaimed" are subject to our 10% restocking fee. Shipping charges will not be refunded. If a package is returned due to our error in shipping address, we will reship to you.

ORDERS SENT OUTSIDE THE U.S.: We are sorry, but we cannot accept returns of products shipped OUTSIDE OF THE U.S. Nutritional products need to be stored at proper temperatures. The conditions in which a package has traveled when returned to us cannot be known, and therefore the product can not be restocked.

**ORIGINAL CONDITION: Nutritional products are susceptible to damage from heat and cold. We can only accept returns when the product has been kept in the proper temperature and dry conditions. Bottles that have suffered heat damage will often have a wrinkled label and the bottle will expand - particularly at the bottom. Do not leave your products unattended in your automobile or other hot or extremely cold environment. It is very apparent when a bottle has been exposed to too much heat or cold. If we receive returned products with this type of evident damage, we will be unable to issue a credit, even if you have received a Return Authorization number. We appreciate your understanding about this policy.

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Privacy and Security Policy

• What is your privacy policy?
• What security precautions do you take?
• Your system offers a browser Cookie. What are Cookies?
  

What is your privacy policy?
We do not sell, trade, or rent your personal information to others - ever! All information we gather is for the purpose of providing you with excellent customer service. We use your email address for correspondence regarding your order and shipping, and to answer your questions. We also use it to send announcements regarding sales and new products, which you are free to unsubscribe to at any time. Read our entire Privacy and Security Policy

What security precautions do you take?

Online Ordering - We have taken every precaution to make your online transaction secure. Our system is built using industry-standard Secure Sockets Layer (SSL) encryption technology for security and privacy. Only authorized personnel have access to your order information, which is protected by a password.

Our Recordkeeping - All customer information is kept on a computer that only authorized personnel have access to. It is protected by a password.

Your Receipt - The receipt that is enclosed with your order contains only your name and address. Depending on the shipping method, your phone number may be on the receipt for the assistance of delivery services. Other personal information, including your credit card number and email address are not shown on the receipt.

Your system offers a browser Cookie. What are Cookies?
Cookies are data stored on your computer which contains information about entries you have made while browsing.

Should you have any concerns regarding our privacy and security policy, or have any other questions, please Contact us.