Frequently Asked Questions
We are always available to answer your questions, but here are some of the most common questions. For further assistance, email us using our contact form.
The most important information you need to know is how we are changing the way we handle customer phone calls. The phone number you see on our site is for orders only. Please use this number if you wish to place an order over the phone. You may still order online, or print the money order page and mail in your order. However the staff handling the phone will no longer be answering any product or order related questions (i.e. what is my tracking? How do I return a product? I have questions about a product.)
The best way to reach us regarding non order concerns is to use the contact us page or email us. Provide as much information as possible regarding your question or concern so we can route your inquiry to the most appropriate department and a company representative will either email you or call you within approximately 48 business hours. Please be sure and give us a way to reach you.
If you need to cancel an order you can expedite your request by placing in the subject line “cancel order” and your name.
Do you ship to ______ ?
We ship to many countries around the world. We use United Parcel Service and United States Postal Service.
Orders sent to APO and FPO Boxes go via USPS First Class or Priority Mail. Depending on product availability and location, orders should arrive at your Military Address within 3-5 business days. Delivery time from the military address to you can vary. We are not liable for packages lost by Military Mail.
All non-U.S. international orders are shipped via UPS or the US Postal Service.
We offer multiple international shipping options which will show on the checkout page. Please make sure if you use a post office box you choose a postal service option. United Parcel Service cannot deliver to a PO Box.
Please note that your country may impose tariffs and/or duty fees on your order depending on the items or the value of your purchase. These fees are unrelated to shipping costs and will originate from your country's Customs Bureau, but they will be collected by the shipping company prior to delivery. If needed, the shipper will attempt to contact the person listed on the order's destination and notify him or her of any additional charges. For more information, please contact your country's Customs Bureau.
International Shipping to Unapproved Destinations:
We reserve the right to refuse shipment to any destination. Some items on our website may be prohibited or have prohibited ingredients for some countries. All orders from a country not an approved shipping destination may be cancelled and refunded. Please email customer service via our contact form with questions.
How long will it take for me to get my order?
We fill your orders quickly to ensure prompt delivery, usually within 1-2 business days (Monday - Friday) of the receipt of your order. We ship domestic packages using either Mail or UPS and the delivery time will vary from 4-7 business days from the date your order is shipped.
Priority Mail packages should arrive 2-3 days after being shipped.
Next-Day Delivery orders will be shipped as requested and we will add a surcharge to shipping. Remember that you must factor in processing time even for next day delivery!
International packages vary depending on the type of shipping.
Do you provide tracking numbers or delivery confirmation numbers?
We do provide tracking numbers and Delivery Confirmation numbers on all orders. You will receive an e-mail with this information when your product ships. With the problem of spam today, sometimes our tracking emails will be blocked or put into a spam folder, if for any reason you do not get a tracking number, please contact us at using our contact form and someone will be able to assist you.
APO orders and International orders will not be notified of tracking numbers.
Do you provide shipping insurance?
Shipping insurance is optional and if available on the will show at checkout. It is available for a small fee. If insurance is purchased, insurance claims may be filed ONLY for undelivered or damaged packages. Again, insurance claims WILL NOT be accepted or filed for lost or missing packages that are shown as DELIVERED. We will assist any customer by providing tracking information to law enforcement officials if you choose to file a report for lost or stolen mail.
I can’t find my package
If you are experiencing trouble with your delivery please email our customer service representative with your order number, name, and contact phone so we can research your shipment. If your shipment is lost we will file a tracer with the shipping carrier. This can take up to 14 days to locate although it often is quicker. Please note that the post office system does not always update the tracking numbers properly so shipments that are in route often have a status that does not indicate this. Please allow sufficient time for your package to reach you. Typically at least 7 business days. If you paid for shipping insurance and the carrier has lost your package we can reship your item after completing the trace. If the item is no longer in stock, we can refund your purchase.
Unfortunately, we cannot file claims on packages that are confirmed delivered. We require the customer to check with their neighbors, apartment managers, front desks, or any other person who may have picked up the delivered package. Also leave a letter for your mail carrier inquiring about the package and its delivery. Finally, if it appears that their package has been stolen, you can file a police report. We have found about 75% of the time lost packages are found once some investigating has been done.
Why was my package not delivered to me? Why is there a re-ship fee?
If the address you provided at the time of check out was incorrect the package will probably be returned to us. Upon receiving returned packages, we contact customers via email or phone. We verify the address with you. Many times we find missing apartment numbers or wrong zip codes. Because the postal service and UPS charge us to ship packages, any time we have to resend packages we must collect the additional shipping cost. If your package weighs less than a pound, you will need to pay a $5 re-shipping fee. If the package is heavy, we will determine the cost using the carriers software.
All re-shipped packages require a signature confirmation at the time of delivery. Give the customer service rep an address where there will be someone to sign for your package.
For buyers paying via PayPal, we will ONLY ship to the confirmed Paypal address. As a company we must follow PayPal rules and regulations, which states that we must ship to the provided, confirmed address on the PayPal account. Shipping labels are printed and generated in bulk; requests for shipping to another address CANNOT be seen.
The same is also true for Amazon orders. We are only provided the address that a customer has on their Amazon account.
Please update your Paypal and Amazon accounts prior to placing orders to ensure accurate delivery.
Packages returned by international customs due to the denial of a products entry or a package left unclaimed CANNOT be reshipped and will be issued a refund less shipping and 5% per the re-stocking fee.
Why does my package have to go Priority (or UPS)?
When packages reach a certain weight, we no longer have options for the way we can ship. If a package is 1 lb. or more (up to 2 lbs.) we have to charge the customer for Priority shipping. If a package weighs 2 lbs. or more is will have to be shipped UPS, unless it is to a P.O. Box.
Do you accept C.O.D.'s or money orders?
We do not accept C.O.D.'s.
If you do not wish to use a credit card, you may print out the money order page and mail it to us along with a money order. Our mailing address is listed on the money order sheet.
Please be sure and make the check out to the name as instructed on the form or your money order will be returned.
Please allow 2-4 weeks to receive your order when paying with money orders to allow for the mail here, the processing, and the mail back.
Please be sure and include the shipping costs with your total amount.
International shipping addresses will need to contact customer service via email for correct shipping amounts.
Can I order over the phone?
Yes. We understand that even though our site is 100% secure, ordering online is a new experience for many. Please call the order line on this site if you are uncomfortable ordering online. We will be happy to assist.
How safe is ordering online?
It is 100% safe. It is funny how many people worry about ordering online - while they don't hesitate to hand their card over to a server at a restaurant or bar. If you are still unsure, we will be happy to accept your order via telephone. Please call order line listed at the top of the site.
I am experiencing problems ordering online is it my computer or your server?
It could be both! We try to maintain the best site for our server and back-end support. We do sometimes experience problems. If you cannot place your order online please call the order line number listed on this site. The call representative will be happy to take your order over the phone. If a representative is not available then please email us or use our contact form. Be sure to provide as much detail as possible about your order and contact information.
If you are experiencing problems with your shopping basket 'not holding your items as you continue to shop' make sure that you are allowing 'cookies' in your browser's security settings.
Do you offer specific Free Samples?
We do offer Free Samples from time to time with orders. Additionally we often send out coupon codes for you to use on future orders.
I wish we could afford to do samples all the time, but due to our tremendous demand we are unable to offer samples customized to each and every order.
Can I return a product?
Within 15 days upon receiving your order, at your expense, you may return any UNOPENED product(s), for a refund, as long as the product is in resalable condition and un-tampered.
Customers are required to contact us in order to obtain a Return Merchandise Authorization (RMA) before reshipping any products to our facility. Customers can obtain an RMA by contacting us through e-mail . We require ALL returns to be insured with tracking and delivery confirmation, so that we may process your refund in a timely manner.
The original shipping and handling cost for the order is NON refundable. Please note that there is also a 5% re-stocking fee on any returns. If we shipped your item with “free shipping” then you will be charged 10% of the item cost to cover the shipping costs along with the 5% re-stocking fee.
Before a refund can be issued, the returned item(s) will be reviewed to ensure that the product meets the above criteria (unused and unopened). If these two conditions are not met, we reserve the right to refuse a refund.
All sales on clearance items are FINAL.
Can I cancel my order?
If you wish to cancel your order and do so before we have shipped your product (before receiving your shipment email notification with shipment identification number), there is only a 5% order cancellation processing fee.
Do you sell wholesale to truck stops, gift shops, or gas stations?
Yes! While this website is primarily for retail customers that only need one or two items at a time, most of our items are available via our wholesale for bigger savings for retailers! Call the wholesale department at 866-887-3557. Please note we cannot take retail questions or orders at this number.
What products are denied entry into Canada?
Items or ingredients that are prohibited: Products containing caffeine, hoodia, DHEA, guarana, testosterone boosters, L-carnitine, mahuang, pregnenonlone, yohimbe.
I bought a personal enhancement product and it doesn't work.
Products for personal enhancement are not all made the same nor are they intended to produce the same results. Personal enhancement pills can be broken down into different categories: instant effect, growth and everyday virility and possible growth over time. Products intended for instant results help to produce an erection when desired. Growth products are intended for growth and typically require use for a few months before seeing results. This is important to note because it can take 3 months before a customer will see a change as they help to increase the blood flow to the penis, which in return helps to increase the girth and the length over time. The final category contains pills that are intended to improve everyday virility and possibly growth over time such. Unfortunately, there isn't a magically pill that will add inches to a man's penis instantly. Over time we have learned that people respond differently to different formulas. Many customers try different products before choosing the one that is best for them.
How do I know this is the real, authentic product?
We order directly from the manufacturers or their approved distributors. We have been in business for several years and plan to stay in business. The best way to stay in business is to have great products and to educate our consumers. Many manufacturers make changes to their packing over time for lots of different reasons. Our company is typically the first to see these changes since we turn our stock over so rapidly. Contact customer service via email if you have concerns.
The seal was broken on my bottle when it arrived; can I get a new bottle?
All the items we ship are new and unopened. We purchase our product from manufacturers. Many times the shipping process or temperature changes will cause the outer plastic to become loose or cracked. This does not affect the product. Additionally, many bottles have interior seals that automatically come loose when you un-screw the lid. There is no need to worry if this occurs. We handle millions of products a year and can assure you your item has not been tampered with. Please let customer service know if you have questions about your package by using our contact us page or via email.
Does this product really have a money back guarantee?
Our goal is to provide great supplements at affordable prices. If a product is manufactured by us, you will see a guarantee page on that site. All other products which are not manufactured by us do not have money back guarantees offered by us. We do not honor manufacturer guarantees found on the manufacturers website. If you want to ensure you have that guarantee you would need to order direct.
When I tried to order, it said my card was declined but when I called my bank they said you charged me?
The charges you are seeing on the online statement are just "pending" charges and they will drop off. More often than not, the reason is due to an AVS mismatch where the address input for your order does not exactly match the address that is associated with your credit card. The billing address is the physical address where the credit card statements are sent. When you tried to place a charge with your credit card, those funds are checked at the account to ensure that the money is available for deduction. This happens automatically, even if the credit card is declined. These holds are just pending and placed by the credit card company or bank and will remain visible until their systems are batched out. This can take anywhere from 24 hours up to a few days depending on the bank or credit card company's system. It is best to email customer service with your issue instead of attempting to repeat your order over and over.