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Customer Service

Ordering
This section describes the policies and procedure for ordering at Nature's Alternatives. There are now several ways you can find what you are seeking. The navigation menu at the top of the page has been greatly expanded to offer a wider selection of items along with greater detail. Try it. Just select a menu category at the top. If the category you select has more specific detailed selections available, a drop-down box will appear with those detailed categories. You can also search using the search box at the top of the page or use the "Advanced Search" link at the bottom of the page to perform a more detailed search.
You may also use the layered navigation on the left side of each page by simply clicking the "Filter" button in the center of the product category pages to filter the parameters from which you wish to select the item you seek. For example, if you search for the herb "ginseng," a selection of products will appear. From this selection, you can narrow your search using the layered navigation menu by selecting "price range," "manufacturer," "product type" such as capsule, liquid, etc., or "herbal extract base" (alcohol or alcohol-free).
To order individual items, simply click on "Add To Cart" to make your purchase.
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Payment
  1. Credit Card
    You can place your order using a credit card number online, via fax or by telephone. If you prefer to order using a credit card via fax, please print and use our Credit Card Fax Order Form. All credit card transactions will appear as charges assessed by Nature's Alternatives on your monthly credit card statement. The shopping cart is secure and uses 2048-key SSL encryption provided by Comodo.
    Address Verification - In accordance with the recommendations of the major credit card companies, we utilize a strong address verification or AVS, which requires that both the billing street address and billing zip code match what your credit card or debit issuing bank has on file. In the event your attempted purchase results in the message "Declined by Fraud Service," please first contact your bank to have them correct the billing address. It is the bank's response to your purchase attempt stating at least one of the two required address components is incorrect. Our payment processing system will not accept transactions unless both of those address components match the bank's record.

    At times, we may need to perform extra due diligence to verify addresses for credit card verification for the security of the cardholder and for our security against fraud. This is especially common when, we receive large orders that request delivery to alternate addresses; e-mail addresses or names do not correspond to the credit cardholder's name; phone numbers that do not correspond to the billing address; IP addresses that do not correspond to the billing address; large quantities of items are ordered; or, larger financial transactions occur. If verification is deemed necessary, you will be given instructions to fill such request. You agree to perform such verification if requested allowing us to provide necessary protections.
  2. PayPal
    We accept payment via PayPal. As typically occurs, you will be transferred to PayPal's payment page. Upon completion of your transaction, you will be returned to Nature's Alternatives for your order confirmation.
  3. Bitcoin
    Bitcoin is now accepted as form of payment at Nature's Alternatives. Simply choose Bitcoin during your checkout process and complete the transaction using your Wallet.
  4. Bank Wire Transfer - SWFT Transaction
    Nature's Alternatives will accept orders with payment by bank wire transfer via the ACH system or SWFT Transfer. During the checkout process all details regarding the Payee and the Bank to which you will need to transfer funds will be made available directly in the shopping. Your e-mail confirmation of your order should also display Bank Wire Transfer as your payment type with instructions for creating the transfer.
  5. Online Money Order - Mailing Your Payment
    You may place your order online by selecting Money Order as your method of payment in the online shopping cart. If you choose this method of payment, please print the order confirmation you receive via e-mail to simplify the process. It contains all your order and address information already. Then mail a Postal Money Order from the United States Postal Service or an International Postal Money Order ONLY, which you must obtain from your local post office. No other money order will be accepted. Money orders from the USPS and other foreign post offices clear immediately, allowing for much faster delivery times.
  6. Order by Mail Without Ordering Online
    NOTICE: Only money orders from the United States Postal Service or International Postal Money Orders will be accepted when Ordering by Mail. If you prefer not to create a user login account, mail your postal Money Order and your order request by using the "blank" order form, which allows you to fill in the items requested. This order form can be conveniently found at
    Small Blank Order Form

All transactions are completed in US Dollars. The available display of alternate currencies is for reference only, and accuracy is not guaranteed. Since the currency conversion is a service provided by a third-party company, it is the buyer's responsibility to consult a bona fide currency exchange service to ensure real-time currency conversion accuracy.

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Your Credit Card Info - Storing it Without Storing it is Secure
Storing credit cards is common, but potentially unsafe. It's nice to avoid getting out your card each time you wish to make a purchase or call in an order. We can store your credit card without storing your card number. How? It's called Tokenization.
Tokenization completely removes credit card data from a company’s internal networks and replaces it with a unique, generated placeholder, or “token” so a thief has nothing to steal. A token is simply a group of numbers and letters that correspond to your card number, which is stored at a highly secure, offsite location. Nature's Alternatives uses only the token to retrieve, access, or maintain their customers’ credit card information. Tokens have no meaning by themselves and are worthless to criminals if a company’s system is breached in any way. When a purchase is made a random token such as, FHJX345BVE65478 is generated. There is no algorithm that allows anyone to regain the original card number. Hackers can’t even reverse-engineer the credit card number from the token, even if they were to grab the tokens off the servers.
Tokens can be used for customer sales, refunds, voids, and credits without using your card number. Each transaction generates a new token from the last one without the use of your credit card number. Since the unique token created is only available in our system, that token can ONLY be used at Nature's Alternatives. Taking a token and attempting to use it at another merchant SIMPLY WON'T WORK! Using tokenization allows Nature's Alternatives to protect you, our customer, more than ever.
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Incorrect Address
The client / customer is solely responsible for providing the correct billing and delivery address to ensure proper processing of all orders and timely delivery. In the event that an incorrect delivery address is provided, the carrier (USPS, FedEx, UPS) may charge Nature's Alternatives a fee to research the correct address for delivery. In such a case, the client / customer agrees in advance to reimburse Nature's Alternatives and authorizes said charge to be caused by Nature's Alternatives, which is typically $10-$15.

In the event your order is returned for an incorrect or insufficient address, you can either amend your delivery location and pay for delivery again to have your order resent. If you choose to cancel your order, the original delivery fee charged in the original order will not be refunded. Your refund may also be subject ot a re-stocking fee as described in the "Delivery of Your Order" section.
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Delivery of Your Order

Delivery in the United States of America - A flat $5.95 fee will be assessed for the products sent in the United States of America, unless otherwise indicated. Free delivery is offered for orders with a subtotal value of $99.00 USD after all discounts, not including delivery fees, when delivered in the United States of America. Additional delivery fees may be assessed for delivery to APO military addresses or for express delivery orders. Once you have selected the items you wish to purchase and you enter your delivery destination, your total delivery fees should be calculated by the shopping cart automatically. Simply choose your delivery preference and the amount necessary to deliver your order will be added to your total cost. For orders delivered in the United States of America, FedEx and the United States Postal Service will be used at our discretion, unless you have specifically selected a private carrier such as FedEx for delivery of your order. Additional delivery fees may be required for rushed or express orders in the United States of America. For all rushed orders, choose your delivery preference in the shopping cart to pay for your express service request.
Delivery outside the United States of America - International orders will incur additional charges for delivery according to weight. Once you have selected the items you wish to purchase and you enter your delivery destination, your total delivery fees should be calculated by the shopping cart automatically. Simply choose your delivery preference and the amount necessary to deliver your order will be added to your total cost. For international destinations, the service you select will be the service used. FedEx International Priority usually takes 1-3 days for delivery. United States Postal Service Express Mail service will usually take 5-7 days. Priority Mail will usually take 6-10 days, and First Class International Mail can take typically 2-4 weeks. However, the Postal Service can allow up to 45 days for delivery. Additionally, first-class tracking after leaving the USA is the responsibility of the destination country.

It is the responsibility of the recipient to ensure that your country's custom department and ministry of health or similar agency will allow you to receive your order. You are also responsible to obtain any required permits or licenses to receive your order. All duties, taxes, and brokerage fees, if any, charged by the destination country will be the responsibility of the recipient. If duties, taxes, and/or brokerage fees assessed by the destination country are for any reason collected directly from Nature's Alternatives rather than through direct collection from the recipient, the customer authorizes collection of said fees immediately by whatever means necessary including, but not limited to, additional charges assessed on the customer's credit card. Refusal to pay any and all duties, taxes, and/or brokerage fees assessed by the destination country OR failure to satisfy any requirement by customs, ministry of health or any other agency, such as permits or licenses, thus causing the return of the package, will result in forfeit of the delivery fees. All returned packages will be subject to a 25% re-stocking fee along with additional fees, which may also be assessed, and for which the customer is responsible to pay and authorizes us to collect immediately, such as the cost charged by the carrier to return the package, brokerage fees, and storage fees assessed by the customs department of the destination country.

If the choice of the customer is to refuse clearing the package through customs for any reason and to abandon the package, any fees assessed by customs and/or the carrier are authorized by the customer for immediate collection, and the order will be deemed complete.

Used appliances may not be returned for a refund. Further, any items resulting in damage due to said return will also result in a charge for those damaged item(s) upon return receipt of the refused package.
If you have special delivery needs, please contact us to address these concerns. For order status, please create a helpdesk ticket once you have logged in.
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Returns & Replacements
The return policy set forth at Nature's Alternatives is as follows:
30-Day Money Back Guarantee
This return policy supersedes any manufacturer's return policy that may be found inside product packaging such as pre-printed policies that may be inserted by the manufacturer. Items may be returned for a full refund less delivery fees* if returned unopened or unused (no water inside of filters or appliances when considering the return of water filtration products) within 30 days from purchase. If you purchase multiple items that provide a quantity discount and return of a portion of those items results in a purchased quantity that qualifies for less of a discount, refunded amounts will be based on the new discounted price for all items retained.

All alkaline water ionizers and appliances must be returned new and unused and in original packaging with all original internal packaging and literature in resellable condition. Alkaline water ionizers are subject to a 25% re-stocking fee and all other appliances may be subject to a 15% re-stocking fee. Unused alkaline water ionizers and all other appliances require an RMA number to be returned and must be in resellable condition. You can obtain an RMA number by creating a helpdesk ticket with the Returns Department.

International delivery fees are non-refundable. If products are damaged or non-functional, you must notify Nature's Alternatives within 24 hours of receiving damaged wares by creating a helpdesk ticket with the Damage Department. Due to high demand for KiO3 Potassium Iodate, all sales are final. Refunds will not be given for this item.

(*When returning items for a refund, full delivery fees paid required to deliver your order will be deducted when those delivery fees exceed the flat-rate delivery fee or free delivery even though you may have been charged only the flat-rate delivery fee or received free delivery).

Please contact us using the information below.

Unless instructed otherwise, all returns should be directed to:
Nature's Alternatives
15508 West Bell Road, Suite 101-438
Surprise, Arizona 85374-2432
Tel: 1-877-877-0747
Fax: 1-623-321-9977
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Pricing & Promotions
Pricing of individual items and bundled package items are as they are displayed on the website. From time to time, online promotions will be offered. Nature's Alternatives may e-mail you with direct offers, which may be of interest to you. We will not send you any third-party offers. If you have applied for wholesale client status and been granted such status, all adjusted pricing for wholesale clients will appear directly on the website. You may select products and place them directly into your shopping cart and the wholesale pricing for which you have been selected will apply. In the rare event that a temporary sales price is lower than your wholesale price, the lesser price of the two will automatically be honored by the online shopping cart.
$25 Drawing for Product Reviews - Nature's Alternatives currently offers a monthly $25 drawing for quality reviews provided by customers. Did you buy a product and like it? Then, please provide quality information about the item(s) you purchased. Others will highly appreciate it. We highly encourage you to create an account if you don't already have one before writing your review online so that we know it was you who entered the review. Simply log in, visit the product page of the item you ordered, and write your review. We will use random number generation to choose the monthly winner from submissions.
RSS Feeds: You may also select to receive RSS feeds directly into your e-mail program or other RSS management software by clicking the RSS Feed icon RSS Feed icon in the footer section of the website or as it appears after the category product names and on individual product pages. Select the RSS feeds you wish to receive and you will be automatically notified of sales and promotions offered by Nature's Alternatives.
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Your Account Features
There are several features available to manage your account and shopping experience. The next eight topics are all availalbe after you login to your account.
Viewing Orders
To view your orders, simply use the Your Account login link in the upper right of the website. All previous orders placed since the launch of this new site format will be available for your review. Furthermore, you will be able to conveniently find, select and reorder items you have ordered in the past. Simply look for the "My Orders" section in your account to find Last Items Ordered. From this list, you can conveniently and quickly select items you may wish to reorder.
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Updating Account Information
To update your account information, simply use the Login link in the upper right of the website. You will be directed to the My Account Dashboard. From your Account Dashboard you have the ability to view a snapshot of your recent account activity and update your account information.
Address Book
You can easily add and edit multiple addresses in your account. Whether you have credit cards with more than one billing address or you wish to select alternate recipients with alternate addresses, especially when giving gifts or sending something to a loved one located elsewhere, all this can be done in your Address Book.
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My Product Reviews
Easily manage your feedback or find past products you reviewed in the My Product Reviews section. Make easy recommendations to others from your past reviews or even reorder from there.
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My Product Questions
Easily view the questions you ask about any product on the site. Also, please get involved by answering questions when you know the answer. This is your chance to give back and share your knowledge and expertise. When you log in, you can answer questions that others ask. Be part of the community today.
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My Wishlist
Create a wishlist for anything you might want to purchase in the future or just so you can easily get back to that items in the future in the My Wishlist section. Even better, send your wishlist directly to others to either recommend products or request them as gifts.
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Newsletter Subscriptions
Conveniently manage your Newsletter Subscription in this section or sign up for the newsletter if you have not already.
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My Downloadable Products
Anytime you make a purchase for a downloadable product from Nature's Alternatives, you can find that item with a link to make it easy to find the product you purchased.
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Privacy & Security
Your right of privacy is very important. The information we collect is used to improve the services we offer, to improve our website's content, and, with your permission, to contact you with updates to our web site or other marketing information. However, Nature's Alternatives will not share any information obtained on this site with any other company or sell information obtained on this site to any company or marketing group external to Nature's Alternatives. We recognize that when you choose to provide us with information about yourself, you trust us to act in a responsible manner. We believe this information should only be used to help us provide you with better service. That's why we have put a policy in place to protect your personal information. Below is a summary of this policy.
We will take appropriate steps to protect your privacy. Whenever you provide sensitive information (for example, a bank account or credit card number), we will take reasonable steps to protect it. We will also take reasonable security measures to protect your personal information in storage. Credit card numbers are used only for payment processing and are not used for marketing purposes.
Except as stated in this Privacy Statement, we will not provide ANY of your personal information to other companies or individuals without your permission. However, we may release personal information in response only to lawful court orders from government authorities.
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Nature's Alternatives Browser Search Tool
The Nature's Alternatives Browser Search Tool is a simple tool for searching the site anywhere, anytime right from your browser. Just like Google or Yahoo, Nature's Alternatives will be there in Google Chrome, Firefox or Internet Explorer. We don't track or infringe on your privacy. This simple plug-in allows you to search the site and that's it. Maybe a friend mentions acai berry or an article mentions maitake mushroom or colloidal silver and you want to know if you can find it at Nature's Alternatives. Just select Nature's Alternatives in your browser search drop-down, add your search keywords and you'll know instantly if you can get it here. If you don't find it here, be sure to ask. Chances are, Nature's Alternatives can get it for you. Why go anywhere else? Click to Add It Now!

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Customer Reviews
Disclaimer: The information contained in customer reviews reflects their personal opinions and their individual experiences. Nothing contained in these reviews should be considered as any product claim by Nature's Alternatives as to any specific benefits which may accrue to the user, or by its use thereof or as substitution for medical care, diagnosis, mitigation, or otherwise.

For a limited time, log into your account (this makes it easier for us to know who left the review) and leave a quality product review for any item you have purchased. When you do, we'll add your name to our "digital hat" for our monthly $25 drawing. If you win, we'll contact you with a coupon code you can use for $25 off any item, including cost of shipping. People love the opinions of others, and your opinion is worth something...it could be worth an additional $25. So, leave your review today!
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Live Calls On Skype
If you prefer, especially if you are in a country foreign to the United States of America, you are welcome to contact us on Skype at naturesalternatives.
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Blog Postings
Periodically, you will find postings about different topics of interest regarding alternative health. You may agree with some and disagree with others. Sometimes comments will be allowed within the posting. By posting a comment you agree not to publish profanity; comments that blatantly malign others or contain malicious intent; nor publish comments that would violate law or threaten others.
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