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OVitaminPro.com - Your Supplement Experts
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Home . Customer Service

Contact Phone: 1-877-465-0844

Alternate phone number: 775-461-0576. Calls to this number are not routed to our after-hours call center but you should be able to leave a message.

ORDER PROCESSING

Most orders are processed same day or at least within 1 - 2 business days (processing time does not include weekend days). Orders placed after 4 p.m. on Friday or anytime during the weekend will be processed the next business day. Please verify availability of Expedited Ground (2-3 Business Days) with us. If available, orders for Expedited Ground (2-3 Business Days) will be processed the same day if received by 1:00 PM PST. Orders are processed and shipped on business days if possible excluding major holidays. Please see below for international shipping. *All purchases are subject to bank authorization prior to processing. Only authorized purchases will be processed and shipped.

REFUND AND RETURN POLICY

Please see the following link for our Return Policy.

Return Policy

ORDER CANCELLATIONS

Occasionally, orders or parts of an order are canceled by our system for various reasons. Some reasons are: -Item(s) not available. -Difficulty in processing payment information. -Cannot ship to address provided. -A duplicate order was placed. -Canceled due to a customer request. If your order is canceled, you will receive an email notice to explain the reason for the cancellation. You will not be billed for any canceled items. If you are interested in placing a new order or if you have questions about a canceled order, please contact OVitaminPro Customer Service at 1.877.465.0844 or via email. Credit cards are charged as your order is being processed. Order cancellations will not show a charge if paid for by credit card. Orders paid for by PayPal and Amazon Pay are charged at the time of checkout. Cancellations of PayPal or Amazon Pay orders will be processed internally within 2 business days and will show a credit to your PayPal or Amazon Pay account within the limits of the processing system.

SHIPPING POLICY

*From time to time we will not be able to honor the Free Ground Shipping. In that rare event, those items will be listed as available as a phone order only to limit confusion. Please see the Frequently Asked Questions section for explanations of Express and Priority Mail and for more information about UPS Next Day Air policies.

Some items will be drop shipped from a separate order fulfillment center. In those cases we will need a physical address for FedEx shipping. For customers wanting drop-ship items sent to a P.O. Box, we will have to add a small surcharge (usually less than $5) to the order. The drop ship items are not noted as such on OVitaminPro.com. In these cases, you, the customer will be notified by phone or email to determine if it is best to ship to a physical address or if the P.O. Box is necessary.

INTERNATIONAL ORDERS

As of March 23, 2018 we only ship to addresses in the USA and Canada. International shipping of dietary supplements does have some limitations due to different legal definitions of what is a supplement and what is a controlled substance. See more details in paragraphs below.

Costs for international shipping are calculated in U.S. currency and are based on estimated shipment weight and destination. While shipping costs for orders placed on our website are generally quite accurate, there may be times when the original estimate is incorrect. In that case, we will contact you to receive your approval for any additional shipping charges before fulfilling your order.

In general we do not ship liquids outside the US and Canada especially if in glass containers. We can usually suggest a quality substitute that wonít run such a high risk of being broken in transit and wonít be as susceptible to heat damage in an extended transit times.

Canadian orders can be processed directly through the OVitaminPro.com self checkout.

This means that customers from Canada have the option of entering the actual international shipping address information and have products shipped via USPS Canada Priority (6-10 Business Days).

We have discontinued the International Express Mail option. Past experience showed Express to be much more costly without any significant time benefit.

Orders are shipped on normal business days. Business days are Monday-Friday, excluding federal holidays in the United States.

International shipping is prohibited for these brands: Douglas Labs, Genestra, Klaire Labs, Pharmax, Pure Encapsulations, Seroyal, Unda, and Xymogen.

Most Neuroscience products can now be shipped to Canada.

In Canada, DHEA, pregnenolone, and progesterone products are not allowed through customs. We will usually catch this oversight and remove these items from your order and give you proper credit for items not shipped.

Any additional charges for customs clearance must be paid by you. Customs policies vary widely from country to country; please contact your local customs office or tax authority for information specific to your situation. We know something about some countries customs regulations but for obvious reasons we just can't know everything about your country's supplement and import laws. You will be responsible for knowing which products you can import we can't be held responsible if a product is confiscated by customs.

Importer of Record: To say this another way, when you order from OVitaminPro.com, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods. Before you place your order, please be sure of your local customs laws concerning the shipment of dietary supplements. We cannot be held responsible or accountable for any taxes, duties, tariffs, quarantine fees, or package warehousing fees assessed by your local customs office.

Customs Returns: If an item is returned to us due to a customs related issue, you may be billed a 20% restocking fee. In addition, your credit card will be charged for any extra shipping costs incurred by OVitaminPro.com to retrieve your package.

Customs Returns/Credits: If your package is returned to us because of customs issues you will be credited as above, for the merchandise if the package is returned to us in saleable condition.

OTHER SHIPPING OPTIONS

Overnight or 2nd Day Service will be shipped the same day (if a business day) if placed by 1:00 PM Pacific Time. Orders with Overnight or 2nd Day Service require a signature upon delivery unless otherwise designated by the recipient. If a signature waiver is in place, OVitaminPro.com cannot accept responsibility for lost or stolen packages.

To be considered for UPS Next Day service, the order must reach us by noon Pacific Time. UPS Next Day Air means business day. Orders place on Friday for UPS Next Day are delivered on Monday for example.

UPS Saturday delivery is not available through the automated check-out process. If you call 877-465-0844 to place your order we may be able to accommodate your Saturday delivery request.

FedEx delivery is available for phone orders if you desire that option over UPS or USPS. Overnight or 2nd Day Service is not available for shipments to APO / FPO, P.O. Boxes and certain locations in Alaska. Please call us at 1-877-465-0844 if you have any questions.

Some items sold by require special handling as specified by federal, state and local regulations governing the transport of these items. The method of shipment for these items is dictated by these regulations. At OVitaminPro, we comply with these regulations therefore the shipment of some products to certain locations may not be possible. If this affects your order, we regret any inconvenience and thank you for your understanding. If you wish to provide a physical address in the United States to which we can deliver, we will be happy to ship your full order.

FREE SHIPPING

Orders to continental U.S. locations qualify for free shipping with no minimum order size. Hawaii, Alaska and US Territories will incur a small surcharge. We generally us USPS for free shipping as that is most often the most economical. If you prefer something else, you will have to select that other option at checkout but that will not qualify for the free shipping option.

Free Shipping includes tracking information, but does not include signature required request. If you live in an apartment building or suspect area and prefer to sign for your packages, include a note in the special order instructions box at checkout and we will add the $2 Signature Required Fee to your order.

Expedited shipping is available for a fee via USPS Express Mail, FedEx or UPS. Orders placed by 2:00 p.m. Pacific Time usually ship same day, Monday through Friday. If an item is out of stock and will not ship within 3 business days, you will be notified via email and or phone call.

Handling Charges - Orders that qualify for free shipping may still incur a nominal handling fee.

TEMPERATURE SENSITIVE ITEMS

All of our items are heat stable and will not lose potency for about two weeks at normal temperatures encountered during the packaging and shipping process without refrigeration. We keep all heat sensitive items refrigerated in our warehouse. It is prudent to select the ice pack option during checkout of these items. We will wrap each item in insulated wrap with an ice pack. This will keep the item colder than ambient temperatures for about two days meaning that even with the ice pack wrapping, these refrigerated items will still arrive at the ambient temperature of your mailbox. We can no longer offer ice pack wrapping without adding an additional charge. If your cart contains a refrigerated item, you will be presented the option to purchase an Ice Pack at checkout. Be advised that Ice Packs will ALWAYS melt during transit, especially during summer months. Ice Packs will only provide several hours of protection in extreme heat. Temperature sensitive items may safely stay UNOPENED unrefrigerated for a period of time of up to 2 weeks without being affected.

We do not accept returns on or give credit for items (refrigerated or not) that are received warm. If you want assurance that your shipment will be affected as little as possible by the summer heat, please select an expedited shipping method such as Express Mail or UPS Second Day or UPS Next Day at checkout.

CUSTOMER SERVICE RESPONSE TIME

You can expect a reply to a customer service inquiry within 1-2 working days.

SECURITY ONLINE

At OVitaminPro, we understand how important security is to you. When you place an order at OvitaminPro.com, we encode your information using Secure Socket Layer (SSL) encryption technology. This is the most advanced consumer online security technique to date. You can be assured that your order will be placed safely and securely. We have used government approved encryption software. Our system does not currently save credit card numbers so you are not in danger of losing your information to hackers as has happened with other vendors. Also your transaction is protected with the Buy Safe option that we have already paid for you.

CLIENT PRIVACY AND ANALYTICS

Third-Party Web Beacons: We use third-party web beacons from Yahoo! to help analyze where visitors go and what they do while visiting our website. Yahoo! may also use anonymous information about your visits to this and other websites in order to improve its products and services and provide advertisements about goods and services of interest to you. If you would like more information about this practice and to know your choices about not having this information used by Yahoo!.

CHARGES TO YOUR CREDIT CARD

Credit card transactions result in an authorization that will put a hold on your account for that amount immediately. The final charges appear as your order is being processed and the authorization then drops off. Most people do not understand the authorization process and assume that we somehow charged the card before processing the order, or even worse, charged the card twice. Please see the article in Wikipedia that does a decent job of explaining how all this works. We have nothing to gain by charging a card twice even if our system would allow it (it doesnít).

Authorization Hold

PayPal deducts money from your account immediately if you choose that form of payment. This is a PayPal policy, not an OVitaminPro practice. If we need to cancel an order or change the final price due to finding cheaper shipping, for example, the amount will be adjusted from the PayPal transaction accordingly.

CHARGES TO YOUR UPS OR FED ACCOUNT

We are currently not using a client's account for shipping. You will be charged by OVitaminPro according to the shipping you choose in the checkout process.

PRICING ERRORS

We are not responsible for errors in pricing on this website. We make every attempt to accurately represent price but sometimes mistakes are made. We are bound by agreements with each manufacturer who controls our price to you.

RESELLING

Products purchased from OVitaminpro.com are for personal use only and not for resale. We reserve the right to terminate accounts violating this policy.

EXPIRATION DATES EXPLAINED

Dietary supplements like we sell at OVitaminPro.com are perishable so will be best if used before a certain date. Most often products will have a stamped expiration date or more rarely a date of manufacture. We support the inclusion of the date stamped on the bottle as it does give you an idea of how old the product is as it helps us identify the products that should be sold first.

Confusion has followed these dates, however. An expiration date isnít a hard off for the potency of that product but is the date that we can no longer sell the product. If the expiration date is June 2019 and you buy it June 15, 2019, you are in the safety zone for a valid product. The product will still be useful for some time after you receive as will be explained in more detail later.

Storage method is important. Some big companies like Amazon donít have climate controlled storage so that may affect the potency which is one reason we recommend you buy your supplements from smaller companies like OVitaminPro.com. If you store your items in a cool dark place, you can find a different length of potency time than if you store it in the back window of your car in the summer.

So if a product has an expiration date of Oct 1, 2020 and maybe you have had it in your pantry for six months and are ready to use it Oct 2, 2020, is it still good? The short answer is ďyesĒ but I will attempt to give you some general guidelines to help you understand the basics of potency and expiration dates.

The information provided here explains the details of best before dates which I will use to mean the expiration date particular to the type of dietary supplement. Each supplement will vary on product efficacy, depending on the manufacturer and the quality of raw materials used.

Herbal Products Herbal products will slowly degrade with age and maintain potency for approximately 3 years following production. These products tend to maintain potency for two years past the best by date or expiration date.

Vitamin Mineral Supplements Vitamin and mineral supplements will slowly degrade with age with the exception of B vitamins. It is best to use B vitamins before the best before date. Most all other vitamin supplements maintain efficacy approximately 2 years following the best before date or expiration date.

Enzymes Enzymes will slowly weaken with age. They will maintain potency approximately for two years after manufacture or 1 year past the best before date or expiration date.

Protein and Amino Acids Protein and Amino acid supplements slowly weaken with age. Quality protein and amino acid supplements will maintain potency approximately 2-3 years past date of manufacture or 1 to 2 years past best before date or expiration date.

Glandular Supplements Glandular supplements are more delicate than vitamins. They maintain potency approximately 2 years past date of manufacture or 1 year past the best before date. In order to optimize shelf-life, glandular supplements should be stored in cool temperatures.

Liquids Liquid supplements will slowly weaken with age; however, they will maintain efficacy approximately 1 year past the best before date.

How to Extend the Life of Supplements The higher the quality and grade of a particular supplement, the longer it will maintain potency following the expiration date so it pays to buy the good stuff, not the cheap knockoffs at big box stores. Do not refrigerate supplements unless the label advises to do so. All drugs and vitamin supplements should be stored in airtight containers. Keep all dietary supplements away from light, moisture, and heat so that is why you are advised to keep them in a dark, cool, dry place.

Thatís it. We donít want you to stress too much about those dates on the bottle. Those are helpful guidelines to potency but not meant to activate your OCD. Generally our stock is rotated quickly so this isnít a factor and if we see a product is approaching its expiration date, we often pull it out of rotation and put it in our expired bin anyway. I personally check the expired bin for supplements I might personally need. I have no problem with using them within the time frames listed above.
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