Below you will find answers to our most frequently asked questions. Please careful read through them before sending us an email. Many of your questions may be answered here.
We sincerely appreciate your help and thank you for being our customer!
What is the source of your strains: plant, animal or human?
What credit cards do you accept?
Do you accept personal checks, money orders, or C.O.D. as payment?
Do you accept Visa or MasterCard ATM/Check cards?
When will you bill my credit card?
Do you charge sales tax?
Can I place my order by phone?
I'm having trouble placing an order on your website. What should I do?
I did not receive my order confirmation or my shipping notification.
When I track my order it says "unable to track shipment" or "invalid tracking numbers"?
Do you accept International orders?
How do I change my order?
What is your return policy?
I have a plethora of medical conditions. Do you make recommendations?
I own a gym, health food store, etc. and would like to enjoy some of the intrinsic/extrinsic benefits of offering your research-grade nutraceuticals. Do I receive a discount or wholesale pricing for buying in larger quantities?
What is the source of your strains: plant, animal or human?
Our strains have been carefully chosen, taking into consideration the identity of the strains, the bench-top growth characteristics, production growth efficiency and shelf stability. All of our strains are naturally derived isolates, not genetically engineered (non-GMO), chosen as appropriate and effective for human use. These master cultures are maintained in house frozen at our facility. Most of our strains were originally procured thru university liaisons which no longer exist so we no longer have the original sourcing information available. Also, all of our organisms have been identified thru rDNA ribo typing to confirm genus and species.
Q. What credit cards do you accept?
A. Credit cards accepted are Visa, MasterCard, Discover, and American Express. Call 1.800.497.3742
Q. Do you accept personal checks, money orders, or C.O.D. as payment?
A. Yes, just drop a check in the mail to 8205 Santa Monica Blvd. Suite 472 Los Angeles. Ca 90046
Q. Do you accept Visa or MasterCard ATM/Check cards?
A. Yes we do accept ATM/Check cards displaying the Visa or MasterCard symbol. They function similarly to a credit card but the money is deducted from your checking account.
Q. When will you bill my credit card?
A. We will not bill your credit card until your order actually ships or is ready to be shipped.
Q. Do you charge sales tax?
A. Only if you live in California.
Q. Can I place my order by phone?
A. Yes. The internet is faster, secure and less prone to error, but you may call 1.800.497.3742 To talk to an "In house" customer service representative, call between 8am & 5pm PST.
Q. I'm having trouble placing an order on your website. What should I do?
A .On a rare occasion, our website may be experiencing difficulties receiving orders. This could be a temporary situation outside of our control, including problems with the customer's computer. Give it a little time and revisit the site again.
Q. I did not receive my order confirmation or my shipping notification.
A. This is usually due to a couple of factors. There may have been a typo in your email address that you submitted to us. Because our system is automated and we would not recognize the mistake to correct it, you would not receive your proper email notifications for both the order confirmation and shipping notification. Please email us firstname.lastname@example.org so that we can make the proper adjustments.
If you did receive an order confirmation but not a shipping notification, please wait 24 hours to compensate for any possible email difficulty. We ship all of our orders out the same day if they are received prior to 4:00pm Eastern Standard Time (Monday-Friday). After this designated cutoff time, we will ship the following business day. We will then notify you of your order tracking number via an email confirmation.
Q. When I track my order it says "unable to track shipment" or "invalid tracking numbers"?
A: While you have received your shipment tracking number, FEDEX hasn't scanned your package yet. Your package has shipped and we have sent you the notification-however, it still takes the shipper a couple of hours after they pick it up from our warehouse to scan every package into their tracking system. Please allow some time before carefully re-entering the shipment tracking number in the appropriate area of our page.
Q. Do you accept International orders?
A. We accept orders for all international destinations except the Middle East.
Q. How do I change my order?
A. Email email@example.com and or call 1.800.497.3742 (Prompt 1 or 2) Please include your order number.
A. No! We do not rent or sell our mailing list to 3rd parties. We only send email and postal mail to those who have elected to receive it from us. We will never give any information about you to others without your express permission. Our site uses forms in which you give us contact information (like your name and email address) so you can place orders, request information and support, and make product suggestions. We use your customer information only when it will be important for us to contact you regarding functionality changes to our products, our Web site, and special offers we think you'll find valuable.
Q. I have a plethora of medical conditions. Do you make recommendations?
A. No, nor do we diagnose medical conditions or diseases. Please contact your doctor or health care provider for that information.
Q. I own a gym, health food store, etc. and would like to enjoy some of the intrinsic/extrinsic benefits of offering your research-grade nutraceuticals. Do I receive a discount or wholesale pricing for buying in larger quantities?
A. Yes, if you qualify. We do offer quantity discounts on "bulk buying". Orders over 300 qualify for an additional discount less shipping and handling. Email firstname.lastname@example.org to establish a retail account.