|Ordering Info, Returns|
Ordering Info, Returns
Acceptable payment methods are: all major credit cards (Visa, MasterCard, American Express, Discover), C.O.D. (we may require a credit card deposit, and there will be the addition of the COD charge), government and institutional purchase orders, money orders, certified checks, personal checks, bank checks and wire transfers. Personal checks, money orders and bank checks may be held for up to 3 weeks, until they clear our bank. To pay by wire transfer, C.O.D., or purchase order, please contact our sales department at 1-800-628-0997 for further details. You can make credit card, check or money order payments via telephone or our secure Web site.
Orders placed with an international credit card or orders placed with a U.S. credit card that are being shipped abroad may not be accepted due to verification issues.
In the event that we cannot verify billing information, we may require you to wire transfer payment prior to us shipping the products. At times, we may request a fax with a copy of your driver's license and front and back of the credit card being used.
Order Processing/Verification Procedures
All orders are processed upon receipt. All items that are in stock normally ship before 3 p.m. the same business day from when the order has been processed. Most products are on hand for immediate rush delivery. Customers placing overnight and rush delivery orders should contact our sales department in order to confirm that we are able to meet your time constraints (800-628-0997). Due to the verification process, we are required to ship to the address where you receive your monthly credit card statements until or unless we have a positive order history with you. If the address you wish your order to be shipped differs from your billing address (the address to which your monthly credit card statements are sent), please use the toll free number on the front or back of you card to contact your credit card company and create an "alternate shipping address", which is simply a note on your account authorizing purchases that are delivered to a destination other than your billing address. Failure to do so may considerably delay the processing of your order.
Shipping Fees and Policies
Shipping fees are calculated based on multiple criteria, such as weight, size, destination and shipping method. To calculate your shipping fees, please add your items into your shopping cart, then fill in your country, state/province and postal code in the "Estimate Shipping Costs" form on the shopping cart page. At the time of checkout, you will be asked to select which shipping option you wish to use. We offer a special shipping rate of only $7.50 for all products shipped via UPS Ground to anywhere in the lower 48 United States, regardless of package weight or the cost to us.
For all online orders from the lower 48 United States, we presently ship only with UPS. For orders shipping to P.O. boxes, please contact us to order by phone as these orders cannot be shipped via UPS. For online orders shipping to Alaska, Hawaii, APO's and all other countries, including U.S. territories, we ship via USPS (United States Parcel Service). Please contact us if you need your order shipped by another method.
MD's Choice, Inc. will always make every attempt possible to deliver ordered product(s) on time. MD's Choice, Inc. is not responsible for any delays that may be caused by shipping carriers. MD's Choice, Inc. bears no responsibility for delays as a result of weather storms, employee strikes or any other complications caused on behalf of our shipping carriers. Please note that the selected shipping method is only guaranteed from the date of shipment.
Free Shipping Promotion
The Free Shipping Promotion only applies to UPS Ground delivery which excludes Alaska, Hawaii, Puerto Rico and Post Office boxes as well as APO and FPO boxes and does not apply to Critical Care Meals (kit or Part 4, or the Total Mobility and any other oversized or overweight items.
There may be additional handling and insurance fees.
MD's Choice, Inc. shall automatically charge and withhold the applicable sales tax for orders to be delivered to addresses within the state of Tennessee. Each customer shall be solely responsible for all sales taxes, or other taxes on orders shipped to any other state.
MD's Choice, Inc. is not responsible for any taxes or shipping charges on any item being returned.
International orders may be subject to local import fees, customs, duty, or additional taxes in the country of destination. MD's Choice, Inc. is not responsible for nor can offer any specific advice on import fees, duty, customs, or taxes that you may have to pay when your merchandise arrives. MD's Choice, Inc. recommends that you contact your customs import office for more information about potential charges BEFORE you place your order.
MD's Choice, Inc. is not responsible for any taxes, duty, customs fees or shipping charges on any item being returned.
Problems with Your Order
All items sold by MD's Choice, Inc. is guaranteed by MD's Choice, Inc. to perform according to the manufacturer's guidelines. If you have received a defective item, MD's Choice, Inc. provides for replacement of the defective item. Please inspect your purchase upon receipt. Claims for defective, damaged or missing items must be received within seven (7) business days of receipt of the merchandise. Please contact our customer service department at 1-800-628-0997 to file a claim and receive a return authorization number (and replacement).
Prior to shipping, all packages are thoroughly inspected to make sure all contents are included in the box. If you are missing any items from your package, it must be reported to MD's Choice, Inc. within 2 business days so an investigation can be initiated. Failure to report a missing item within 2 business days will severely hinder any possible investigation.
In the event that a package is listed as being delivered and you have not received your package, please contact customer service so that a tracer investigation can be initiated immediately. Once a tracer investigation has been initiated, it may take up to 10 business days to complete. In the event that your product is delivered and damaged in transit, make sure to keep the original shipping box so it can be inspected at a later time. Damaged or misplaced items that were shipped out of North America via a freight company may take between 30-60 days for claim processing.
All sales are final on special orders.
If, after receiving your order, you are not completely satisfied, you have 30 days in which to contact us by telephone. The exceptions to this 30-day limit are the products covered by our Results Based Guarantee. See below for more details on returning products covered by that guarantee.
Returns are accepted on a pre-authorized basis only. No returns of any type will be accepted without prior authorization. All items eligible for return must be post marked with the RMA # in order for your return to qualify. Returns received without a valid return number will be refused and returned to you by the carrier. Once you have a return authorization, you must ship the product back to us within 10 business days. You are responsible for shipping costs of all returns. COD's will not be accepted.
With the exceptions of the products covered by our Results Based Guarantee, all returns are subject to a minimum restocking fee of 5% of the total transaction charge unless your original order was prepaid. Returns are processed in the order in which they are received. Return processing may take up to 7 business days from the time your return is received. If you have a return that needs to be handled in an expeditious manner, please contact our customer service department, and we will do our best to try and accommodate you. Returns that require a refund may take additional time before a credit is applied to your charge card. If you paid in payments, your refund may be made under the same terms you were given (or took). All returns must include all merchandise or services sold under the same order number and invoice. Please understand we can not resell most returned items at the regular price as heat and moisture affect the contents. We will therefore not accept partial order returns, regardless of the reason for return, unless specifically authorized by us.
Results Based Guarantee Product Returns
If, after taking or administering the recommended daily dosage and going through the contents of 3 bottles, you do not believe the supplement is helping you or your animal, if you cannot physically feel (or see) a difference, PLEASE CALL US! If we cannot help you make our product work for you, we will gladly refund your money, with prior approval by the company, on a case-by-case basis, for up to 3 bottles of our joint supplements.
How Do I Make a Return?
Ship and Insure Your Return
We strongly recommend that you fully insure the package that you are returning. THIS IS FOR YOUR PROTECTION in the event that the package is lost or damaged in transit. We suggest that you use a "traceable carrier" that can provide you with proof of delivery. MD's Choice, Inc. shall not be responsible for items lost or damaged during transit. Postage, handling and insurance charges, both to and from our warehouse will be paid by you, the customer, and is nonrefundable. At our sole discretion, which shall not be unreasonably withheld, MD's Choice, Inc. may reimburse shipping charges related to the exchange of defective products.
All items will be inspected and tested upon receipt. Any discrepancies will result in a package being returned to you and a credit or a replacement not being issued.
The following criteria will be followed in rejecting returns and refusing credit:
In order to cancel your order, you must contact customer service during their hours of operation, which are 9am-5pm EST, in order to obtain a confirmation cancellation number. Cancellation requests sent through email or voice mail are not sufficient for canceling an order. Any package shipped out and refused may be subject to a 15% restocking fee and nonrefundable shipping charges.
All rebates are handled directly with the reseller (the company you paid the retail price to) unless clearly stated otherwise. We are not responsible under any circumstances for refused or declined rebates. Products offering mail-in rebates are nonreturnable to MD's Choice, Inc. once the rebates have been filed for. Be sure the product is working and you intend to keep the product before filing for rebates. Products missing UPC codes from the box, bottle, or package are nonreturnable and will be rejected or subject to restocking fees. If you have any questions regarding rebates, please contact customer service department before removing the UPC code.