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Frequently Asked Questions (FAQ)

Please browse through the list of frequently asked questions below before contacting us. For FAQ's relating to specific products, please see the listing of product FAQ's at the bottom of this page. To find answers to other questions, please click on the [blue] text below that pertains to your inquiry.

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General FAQ

Do promotional offers apply to out of stock items?
No. Promotional offers are only available for the duration of the promotion and while supplies last.

Can I modify my order?
We are unable to modify or cancel an existing order at this time. Most orders you place with us at Mercola.com enter the shipping process very quickly (within minutes of order placement) so we can get your items to you as soon as possible.

Can I pay by check?
Now you can pay by check, certified money order or echeck. Please contact our Customer Service Department for full details and instructions.

Can I order by phone?
Absolutely. To order by phone, and for hours of availability, please click here.

When will I receive my order?
Typically, you can expect to receive your Mercola.com shipment within 7-10 business days. If you choose a faster shipping method, your order will be delivered quicker than 7-10 business days.

What is the status of my order?
Answers vary, and generally depend on the order. Staffers monitor all purchases processed through Mercola.com and can give tracking numbers if they are available. The day your order is shipped, you will receive notification via e-mail.

What if I don't receive my order?
E-mail us your shipping information and your order number, and we'll contact you after we've checked with our mail providers and suppliers to find out the cause of the delay. To contact us, click here.

What if I received the wrong item?
All orders are verified in our system prior to shipping, but occasionally mistakes do happen. If your order is incorrect in any way, please contact us, and we'll take it from there. To contact us, click here.

Can I return any items I purchased?
View return policies by product.

What is my password?
A password will be assigned the first time you make a purchase at Mercola.com. If you forget it, e-mail us and we'll forward your password to you. To contact us, click here.

What happens if my password doesn't work?
If you have a problem with your password, e-mail us, and we'll be glad to assign you a new one. To contact us, click here.

Discount Programs

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Premier Buyer FAQ

How do I become a Premier Buyer?
To become a Premier Buyer, you must order at least $1,000 worth of products.

What are the benefits?
Premier Buyers receive 10% off of every order, free shipping (within the U.S. and Canada), access to our top Customer Service Representatives, and exclusive access to special offers and promotions.

How do I place an order?
You can place an order by calling one of Premier Buyer

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Wholesale FAQ

What's your wholesale ordering policy?
We sell wholesale only to verified health businesses and practitioners. You must supply a valid Business ID (EIN) or Social Security Number (or whatever identification your country provides), as well as your full business name and address. All Illinois customers are required to fill out the CRT-61 certificate and provide a Resellers number for tax purposes.

How are orders taken?
All wholesale orders are taken over the phone by calling 847-252-4353 or emailing wholesale@mercola.com. You can also order online by logging into your account here:

https://shop.mercola.com/profile/login.aspx

What are the accepted modes of payment?
We accept Master Card, Visa, American Express, and Discover. You will be required to supply the 3-digit security code on the back of your credit card or 4-digit security code on the front of your card, if ordering by credit card.

Is there special shipping for large orders?
All United States order will be shipped either by UPS or USPS. All P.O. addresses will ship via USPS within the United States.

International orders are shipped by USPS. We are not responsible for delayed time by customs or customs fees and charges. Please contact your local postal office or Customs Office regarding their regulations BEFORE you order. We are a United States company and all orders are shipped from the USA. Any orders returned to us will be refunded minus the shipping fees as well as other fees associated with the return.

Wholesale orders are subject to the same shipping policies as other orders. Read more about Mercola.com shipping policies.

Do you accept returns and refunds?
In most cases, wholesale items are not refundable except for manufacturers defect. However, in some cases we will accept returns within 30 days. An RMA will need to be issued so, please contact the wholesale department for any wholesale return inquires. Merchandise must be unopened and in saleable condition and the customer is responsible for shipping fees if not defective as well as returned shipping. Items returned for any reason other than our error or manufactures defPremier ect will be charged a 20% restocking fee. In some cases a store credit may be issued.

Do you drop ship?
We do not drop ship at this time.

Do you have an Affiliate Program?
We do not have an affiliate program at this time.

Product FAQ's

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Individual Product FAQ's

What kind of products would you recommend for a person with my condition?
Unfortunately, due to time constraints, Dr. Mercola cannot answer individual health questions. However, there are two highly recommended resources in place to help you answer your questions:

  • Mercola.com, with more than 60,000 pages of free health information! If you want to learn more about our products and how you can use them to their best effect, follow this link to our home page. In the top right hand corner of the page, type in any health condition into our Google-powered search engine and it will take you to a list of relevant articles you can review quickly and easily from your desktop!
  • Dr. Mercola's Take Control of Your Health! This is the key book by Dr. Joseph Mercola that presents his entire dietary health program, focused on dramatically improving your immune system to overcome all types of diseases and health conditions. If you have a mild to serious health condition, this book – which comes with a lifetime guarantee or your money back – is an invaluable resource.

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Shipping

Can I expedite the shipping of my order?
Depending on the items, we use USPS or UPS on all online orders. You will be prompted to select a shipping speed and method during the ordering process.

If I order by 2pm CST, will my order be shipped the same day?

This applies to US orders only, excluding California. California orders are shipped the next morning to arrive quicker.

If an order is placed on hold for any reason, you will be notified within 24 hours. Orders will remain on hold until confirmation of all pending details is received.

This does not apply to Autoship orders, orders paid for by check or echeck.

Specially shipped items are shipped separately from the rest of your order. They include: PowerPlate, Stand-up Tanning Beds, Vitality Tanning Beds, Vitality Tanning Booth, Vitality Saunas, Vision Fitness Products, all food items, and Whole House Water Filters.

Are any products restricted from being shipped to my country?
Click on this link to find out.

Other questions about shipping?
Follow this link to our Shipping FAQ page.

Still Need Help?
If you're unable to find the answers you need, please don't hesitate —Contact Us!

 

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