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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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?
You can pay using a check or certified money order. 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.
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Can I schedule an Autoship order for all products?
The majority of Mercola.com products are available for Autoship. Any product that allows you to enter the Autoship Frequency during the checkout process is available for the Autoship Program.
How do I set up an Autoship Order?
Autoship orders may be scheduled from the product description page or in your cart during the checkout process. To start your Autoship Order, just select the frequency you would like to receive your product (every 30, 60, or 90 days) and how many of the item you would like in each order.
Click "Add to Shopping Cart" to place the product in your cart, or if you are scheduling a product already in your cart, click "Continue Shopping" to be returned to the cart page. Once this order is placed, your subsequent Autoship orders will be scheduled.
An Autoship order item can be shipped with other non-Autoship items in your first order. Subsequent Autoship orders cannot be combined with other items.
Will my future Autoship orders be taxed?
Sales tax, if applicable, will be applied to each Autoship order.
How much is shipping on Autoship orders?
Your initial order will be charged the shipping rate you selected for your order. All subsequent orders will be shipped using the same shipping method you selected on your initial order. If you wish to change your Autoship order's shipping method, please contact Customer Service by calling (877) 985-2695 (U.S. only) or (847) 252-4355 (Outside the U.S.).
Will I be notified of subsequent Autoship orders?
An order confirmation email will be sent after each Autoship is processed and shipped. Once an Autoship order is scheduled, no emails will be sent before subsequent Auto Re-order shipments are processed.
How does my Autoship Order get paid?
By placing an Autoship Order, you authorize Mercola.com to charge your credit card for subsequent Autoship Orders until or unless you cancel your Autoship Order. Unless modified by the Customer, the credit card used to set up the initial Autoship Order will be charged for subsequent orders. Subsequent orders will be charged the day the order is placed and forwarded to the warehouse for processing.
If your credit card is declined, Mercola.com reserves the right to pursue any and all collection efforts allowed under the law. If your credit card is declined at the time of Autoship order placement, your order will not be placed and you will be notified that your Autoship payment has failed and that you need to update your credit card information. Once your payment information has been corrected your Autoship order will be placed.
What happens if an Autoship item is on backorder?
The backordered Autoship item will be shipped as soon as it becomes available. You can modify or cancel your Auto Re-order order for a backordered item at any time before we process the order.
Will backorders affect my Autoship schedule?
A backorder will not affect your Autoship order schedule for the backordered item. Subsequent Autoship orders of that item will continue to be shipped according to the schedule you specified when you set up the initial Autoship order. (30, 60, or 90 day intervals will run from the date you set up during the initial Autoship order, not from the date that an item was last shipped.)
What happens if an Autoship item is discontinued?
If an item is discontinued, it will be removed automatically from all Autoship orders containing the discontinued item. When the item is discontinued, you will be notified via email of the discontinued item and given a choice of replacement products to add to your Autoship order. If you have other items in your Autoship orders, they will continue to be shipped on the schedule you specified when you set up during the initial Autoship order.
What happens if the manufacturer changes the size of my Autoship item?
Sometimes the manufacturer of a product will modify the container size of their product. (For example, a manufacturer could change the size of their product from 30 capsules to 60 capsules.) In that case, your Autoship order's quantity and possibly ordered item will be automatically adjusted to keep the original order quantity. This new adjustment will continue unless you choose to cancel it.
If the manufacturer assigns a new UPC number to the changed product and discontinues the original product, then Autoship orders for the discontinued product will be automatically cancelled as described above.
What happens if the manufacturer changes the formula of my Autoship item?
Mercola.com is committed to providing the best quality products. Our team is continually monitoring our products' effectiveness. As such, formulas are updated to give you the results you're looking for. This may result in an adjustment of a product. For formula modifications, if the volume of any active ingredient is increased or decreased by less than 25%, your Autoship orders for the product will continue unless you choose to remove this item from your Autoship Order. If the volume of any active ingredient is increased or decreased by more than 25%, we will notify you prior to your next scheduled Autoship Order Date and all you to the opportunity to opt out of further shipments of the product.
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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 Customer Service Representatives toll free at 877-985-2740 between 7 AM and 8 PM CST or internationally at 847-252-4351.
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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 email@example.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.
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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. It is the core program used in his renowned medical clinic, The Natural Health Center, and has literally helped tens of thousands of people overcome serious health conditions permanently. 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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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.
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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