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The most common problem
is that many people
have DIFFERENT HOME/SHIPPING
addresses from their BILLING
address and either forget, or do
not think it matters. IT DOES!!!
For your protection, we use
something called AVS (Address
Verification Service) which
verifies that the BILLING
information you provide is the same
as your credit card provider has on
file. MANY PEOPLE forget that their
billing address (the address that
their credit card bill actually
gets sent to) is different. If
someone has moved in the last
couple of years OR gets their mail
forwarded to them, this is probably
the culprit. AVS (Address
Verification Service) will NOT
allow the transaction to go through
unless the Billing address AND zip
code match. If you do not know what
address your credit card company
has on file, call them and ask (the
phone number is most likely on the
back of your credit card).
- Please Note: If you
make several attempts at placing an
order with the improper Billing
Address information, this could
trigger your credit card company's
fraud control. At the very least
they will temporarily deduct the
attempted transaction amount from
your available credit, and possibly
even turn your card off.
- The SECOND most common
problem is entering an
inappropriate SHIPPING
METHOD
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Most problems with
international ordering attempts
stem from the customer not choosing
the correct UPS SHIPPING METHOD.
Make sure that either Worldwide
Express or Worldwide
Expedited are chosen (the
difference is that worldwide
express is quicker and more
expensive)
ALSO make sure the correct
country is chosen, otherwise the
zip code will be
rejected.
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If
after filling in your correct
information such as shipping and
billing address if you receive an
error code instead of a
confirmation that the transaction
was approved, check three things
first: That your zip code is
correct, that your shipping method
is appropriate for your shipping
address, and that you have chosen
the appropriate
country.
The
Error codes "only accepts five
digit zip code" or "invalid
shipping method" are usually
generated because the customer
lives OUTSIDE of the US and has
chosen the incorrect shipping. Make
sure to enter the correct country
and appropriate shipping
method
"Invalid
e-mail address"
Usually a result of the customer
giving a false or incomplete e-mail
address: NOTE: e-mail address is
important because the customer will
receive an e-mail confirmation of
order, receipt, as well as the UPS
tracking number. Without the
correct e-mail address, the
customer will not be able to track
the package because customer will
not receive the receipt with the
invoice number.
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This obviously depends on the
shipping method chosen; all packages
are sent UPS and for an exact time-in
transit, customer can go to www.UPS.com.
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The credit card statement
will only say DAK pharmaceuticals,
if someone inquires as to what
exactly was purchased, they will
only say "cosmetics" or
"nutritional supplements". It
should in no way disclose the
specific nature of the
product
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Almost with 100% certainty
you were not, but people sometimes
think they were charged more than
once. More than likely, you
probably were not. Did you make one
or more FAILED attempts at
processing an order? Every time you
attempt to process an order, even
if it fails, (because you put the
wrong corresponding zip code or
shipping method etc.), the credit
card company "authorizes" your
credit card for the full amount.
This is not a charge, only a
reduction of the available credit.
Depending on your specific credit
card, the authorization should
disappear automatically within 3-30
days. If you have any specific
questions regarding these
authorizations and when they will
disappear, please call your credit
card company. Rest assured, you
were only CHARGED for the
transaction that was fully
processed.
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If you take the tracking #
(sent to you by e-mail when the
package was processed) and enter it
on the tracking page at www.GreenHead Fly
and Insect
Repellent.com/ups_track.htm or
www.UPS.com,
you will be able to see where it is
in transit and when the expected
delivery date is. In some cases,
you may also need to input the
shipping zip code as well. If you
have any questions or problems with
tracking your package, please fill
out our
customer service form
.
Please note, it usually
takes one (1) full business day
from your purchase before the
tracking number is available in the
UPS system.
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No, at this time there is no way
to mail us a check or money
order.
Note: Only available to US
customers
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No, in order to keep
prices low and maintain efficiency
we only process orders
electronically. Our processing
server is 100% secure and
encrypted, and your information is
guaranteed safe. By today's
standards it is very difficult for
an unauthorized person to see any
of your information. If we had to
process orders manually we would
have to raise our prices, and we
want to keep the products
affordable to everyone. If you
still feel uncomfortable because
you are unfamiliar with online
purchases, you may call the Order
Hotline at 866-475-4424 and an
operator will take your order over
the telephone.
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Returning a Product /
Guarantee
We are so confident that
you will be satisfied with our
products, we offer a 30 day money
back guarantee. If for any reason
you are unsatisfied , you may
return the product to us for a
refund of the product's purchase
price, not including
shipping/handling charges if
applicable. Although over 98% of
our customers are satisfied with
our products and service and we are
striving to make this rate of
satisfaction 100%, we realize that
occasionally some people will not
be satisfied. We want you to be
happy with our products and
services and recommend us to your
friends. We will do anything we can
to make you, our valued customer,
satisfied, by either issuing a
refund or replacing the item free
of charge, whichever you choose.
Please note: We cannot replace or
exchange a product AND issue a
refund, it's "either or", not both.
Note: A $5.00 dollar handling
charge will be applied against the
credit of the product's purchase
price for each product
returned.
Instructions for
returning a
product:
In order to receive a refund, the product must be returned in the original box,
and should be placed in a larger box or padded envelope to insure against damage
(use the one we sent to you originally!). Products made of glass should be
repackaged with care to insure against breakage. For our employees' safety, any
box that contains broken glass will be discarded and a refund will not be
processed (we cannot instruct our employees to pull out broken glass pieces
from boxes for obvious reasons).
In the box with the product please insert a copy of your return receipt.
In order to get a receipt go to the customer service center
here. In
order to log in, use the order number and billing name that appear on the email
sent to you
after you made your order. Then, follow the link that says 'return my order'.
Once you have a printed copy of the return receipt, mail the product with the
receipt
to the address on the form.
We suggest that you mail
it to us return receipt requested
and insured, however we will accept
any type of delivery service such
as Federal Express or UPS etc.
Although returns are processed
immediately as received, sometimes
it takes a while for your credit
card company or bank to credit your
account. Please allow 2-4 weeks for
the credit to show up on your next
statement.
Instructions for
exchanging a product:
In order to exchange a product, go to the customer service center
here. In order to
log in, use the order number and billing name that appear on the email sent to you
after you made your order. Then, follow the link that says 'return my order'. Make sure
that you have chosen the 'exchange' option from the options listed. Once
you have a printed copy of the return receipt, mail the product with the receipt
to the returns department (address above).
Or, simply call toll free 1-866-475-4424 and
ask to speak to the customer service department,
they will be glad to assist you (exchanges
only).
Please note: all exchanges are shipped UPS
ground, please allow 1-7 days for delivery.
Exchanges for orders outside of the continental
United States may incur additional shipping/handling
charges.
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