Frequently Asked Questions on Ordering (For more information, please visit our customer care pages).
1. How much is shipping?
Starting October 11, 2006, standard domestic shipping rates will no longer be based on weight. New rates start at $6.60*.
As an additional service to you, we offer direct shipments from the manufacturer at no additional charge. For select items temporarily out of stock, we ship directly from the manufacturer to expedite the shipment.
Click Here to visit our shipping page for the latest updates and special offers on shipping.
*Hmedicine.com reserves the right to change this rate without prior notification. Rate will vary based on dollar amount of order. Options for Standard domestic service determined at our discretion include: USPS Priority Mail, UPS Ground or FedEx Ground.
2. When can I expect my order?
USPS Priority Mail: Avg. 2-8* Business Days
Express Mail: 1 Business Day (most addresses)
UPS Ground: Avg. 2-8* Business Days
UPS 3 Day Select: 3 Business Days
UPS 2nd Day Air: 2** Business Days
UPS Next Day Air: 1 Business Day
* This time frame is based on distance of shipment and availability.
** UPS 2nd Day Air requires an extra business day for delivery in Hawaii.
Non-ground orders (Express Mail/UPS Next Day/UPS 2nd Day/UPS 3 Day Select) to be shipped on the current business day must be in by 12:00 PM ET. Orders made after 12:00PM ET or on weekends will be sent on the next business day. Ground orders (USPS Priority/UPS Ground) may take 1-2 days to process. USPS Priority Mail is not guaranteed to be delivered on a particular day. Express Mail is guaranteed overnight for most addresses, but some zip codes may have second day service due to U.S. Postal Service limitations. UPS Ground is guaranteed to be delivered on a specific day by distance for commercial and residential addresses. Please see www.ups.com for details.
3. When is there a double warehouse charge for shipping?
This applies to express service. Some orders ship from multiple warehouses. These orders will have a $20 surcharge per extra warehouse for Express Mail or UPS Overnight shipping. You will be notified by email if this surcharge applies and given an option to choose a remedy that is similar so the surcharge can be avoided.
4. Why does the shopping cart say that my billing address does not match?
This message is a result of our Address Verification System to protect you against fraud. Please make sure that the billing information you enter matches the billing information your credit card-issuing bank has on record. If you have verified this information with your bank, please contact us further.
5. How safe is my credit card?
We use QCCart, recognized as a Versign Secure Site, to make sure that your information isn't revealed to anyone by way of Security Socket Layer (SSL). SSL encrypts data and makes sure it arrives intact only at its intended recipient. In fact, for online orders, we don't look at your credit card number, except for a limited number of orders that have special shipping directions, making this more secure than buying at a non-online store. Your credit card number is not stored in our computer system for your protection. While this may require you to enter a credit card number each time you place an order, it provides an extra layer of security. We use E-commerce Exchange for Mastercard and Visa, which are all trusted names in business. Furthermore, since credit cards are insured by your issuer, you have limited liability in case of fraud, as in any store.
6. Why have I not received any tracking information?
We try to send tracking information out via email within two business days. If you have not received a tracking number, the item may be backordered or shipped directly from the manufacturer. Please submit a tracking request by following the link at the top of the page and a customer service representative will reply with your order status.
7. What is the recommended shipping method for international orders?
We suggest shipment via USPS Airmail Parcel Post which averages 4-7* business days depending on the country. This has been the most popular choice for international customers due to its reliability and economy. For more information, please visit www.usps.com
* This time frame may not account for delivery times of local postal services specific to each country.
8. What do I do if I receive only part of my order?
This would indicate that part of your order may have been shipped directly from the manufacturer to expedite your shipment. Please contact us further and we can verify the status of your partial shipment.
9. Why is there a manufacturing charge to run up my remedy?
This is a custom service we offer to our customers. If this charge applies, you will be notified via email or phone. This applies to remedies which are currently out of stock and less common. A quote for the manufacturing charge will be provided. In addition, we will offer the next highest remedy we have in stock which can be substituted to avoid the manufacturing charge.
10. Why am I charged for rejected transactions due to AVS?
Our shopping cart will authorize the funds on rejected transactions. The funds are only authorized, not captured, and therefore they will be released by your bank shortly after. No funds will actually be transferred.
11. What is the return policy?
Your satisfaction is our priority. To assure this, we offer a 30-day return period on any product that is not a 10M, 50M, or CM potency. The original unopened package can be returned for a partial refund minus shipping and handling charges. Many items have a 25% restocking fee, including but not limited to all WHP products. Please email customer service for further inquiries.
12. Why was my order not shipped directly from Hmedicine.com?
As an additional service to you, we offer direct shipments at no additional charge. For select items temporarily out of stock, we ship directly from the manufacturer to expedite the shipment.
13. How can I get weekend delivery?
There is a $10 charge per warehouse added for UPS Saturday Delivery, in addition to normal UPS Fees, as charged by UPS. There are no additional charges for Saturday delivery from the United States Postal Service. There is no delivery on Sunday.