- 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 ZincSulfur.com, if someone
inquires what exactly was purchased, they
will only say "cosmetics" or "nutritional
supplement". It should in no way disclose
the specific nature of the
product
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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.ZincSulfur.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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Yes, you may enter the check
information instead of credit card
information on the last page of the
shopping cart.
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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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 handling charge will be
applied against the credit of the
product's purchase price for each product
returned for a refund.
Instructions for returning a
product:
In order to receive a refund, the product
must be returned to SkinChoice.com.
Product must be returned in 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 the return form with all required
information filled out and signed.
Click here to print out
the return form. The return form MUST
be included in the
box.
Mail the product with the return form
to:
Returns Department
DAK Labs
201 Spring Garden Street
Third Floor
Philadelphia, PA 19123 Philadelphia, PA
1912319123
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:
please fill out our
customer service form and include
your name, order number (your order
number starts with a one and four or five
0's i.e. 10001234 or 10012345) and
product you wish to exchange or
replace.
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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