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FAQs
PRODUCTS & CUSTOMER SERVICE
Payments and online security What are the benefits of registering to shop on your site? Is it safe for me to enter my credit card number when I place an order? How can I be sure this site is safe and secure? What if I don't want to use my credit card on the Web? I do not have a credit or debit card. Can I still place an order? Will you share my email address and ordering information with the world? Do you use cookies? Can I still shop on HealthHarmony.ca if I turn off my cookies? Orders Are the products sold on this web site available for purchase by all residents of Canada? Who will ship my order within Canada? How do I know that you have received my online order? Can I cancel or change an order after I place it? I received more than one order confirmation email. What do I do? Can I track my orders on your web site? Every time I place an order I have to re-enter my information. Why doesn't your site save it? Returns and exchanges What if I need to return or exchange a product? Products and pricing What is your product guarantee? What is your pricing policy on products offered on this site? Can I come in and place my order in your office? How do I know if an item I ordered is backordered or out-of-stock? Contact Us How can I contact you if I have a problem or question? NEWSLETTER Free HealthHarmony.ca Newsletter What is the HealthHarmony.ca newsletter? Will you share my email address with anyone? I need to update my email address for the free newsletter. How do I do that? I have never received or am no longer receiving the free newsletter. What can I do? How do I unsubscribe from the free newsletter? OTHER Browsers Why isn't my browser working with your site? Shopping Every time I place an order I have to re-enter my information. Why doesn't your site save it? I have an account registered on your site, but after I login it keeps saying I have entered an invalid email/password combination. Why is it not letting me login? How do I logout of my account? Other What should I do if I forget my password? Why is the text on your site so small? What should I do if I am having difficulty with the web site (such as being unable to log on or add to shopping cart)? What if I have ideas for other features I would like to see added to this web site? I sell products that may be of interest to HealthHarmony.ca – who can I contact? PAYMENTS AND ONLINE SECURITY What are the benefits of registering to shop on your site? Registration can assist you in a variety of ways, including ease of use (not having to re-enter your address every time you shop our site), the ability for you to manage your own account information and view your order history, and so we can better track/research orders if there are any questions or concerns. Please note that the information we require for registration is the same as what is required for checkout without registration. Also, if credit card security is a concern, please be assured that you will not be required to store your credit card information in your account—that is a matter of personal preference, not a requirement. top Is it safe for me to enter my credit card number when I place an order? Yes. All order information is processed through our secure servers. This security feature scrambles all information before it is sent over the Internet and also makes sure that you are sending it to the right place. When you enter your credit card information on the order form, the encrypted information is automatically transmitted to a credit card gateway for online credit card approval. It's really no different than having a waiter swipe your credit card in a restaurant. Both use standard phone lines, encryption coding, and authorization processes. Once your credit card is validated, we receive an pre-authorization and process the order. The actual charge will not be applied to your credit card until the order ships. Your credit card information is encrypted throughout this entire process and this system is very secure. You need not be concerned about someone accessing your credit card information. top How can I be sure this site is safe and secure? When you begin the Checkout process, you will see a small lock in the left hand corner of your browser. You will also see an "https://" in the Web address. Both of these icons signify that you have been transferred to the secure server. You will only do this on the site when it is time to enter your credit card number and complete your order. It will not appear on the content portions of the site or in the shopping cart prior to that. This is normal. Security is only required when it is time to enter information that needs to be encrypted, such as a credit card number. Rest assured. HealthHarmony.ca is very concerned about the security of your information and this site uses the best encryption available. top What if I don't want to use my credit card on the Web? If you still do not feel comfortable giving your credit card number online, please write down the names and item numbers of the products you would like to order and call our Customer Care Representatives at (416) 661-7234 or 1(855) 215-7750. We do not recommend sending your credit card number via email. You can also use our Printable Form for Mail Orders. top I do not have a credit or debit card. Can I still place an order? No, all orders must be charged to a valid credit card. top Will you share my email address and ordering information with the world? No. We consider information about you to be confidential and we do not share your personal information or credit card information with any other party, nor do we sell this information to other companies or individuals for any reason. (See our privacy and security policy for more information). If you wish to be removed from our mailing list at any time, just email us and we will gladly remove your name immediately. top Do you use cookies? Can I still shop on HealthHarmony.ca if I turn off my cookies? Yes, our site does use "cookies," special text files that store information temporarily on your computer. You can still shop our site if you turn off your “cookies”. top ORDERS Are the products sold on this web site available for purchase by all residents of Canada? The products offered on this web site offered in Canadian dollars only and are available for purchase by residents of Canada, excluding Quebec. top Who will ship my order within Canada? Your order will be shipped by HealthHarmony.ca via Canada Post mail - Standard or Expedited Mail depending on the shipment method you chose. top How do I know that you have received my online order? You will receive an order confirmation email from our site shortly after you submit your order. You will also get a shipping confirmation email within 48 hours of placing your order. top Can I cancel or change an order after I place it? We are unable to modify or cancel your order once it is received in our system. If you have additional questions, please contact us at (905)840-4191. top I received more than one order confirmation email. What do I do? Orders are sometimes duplicated if the "Submit Order" button is hit more than once. Please contact us by email or by phone at (905)840-4191 with the confirmation numbers you received and we will make sure only one order is processed. top Can I track my orders online? If you choose Expedited as your shipping method your order is trackable through Canada Post's website. At the time your order ships we will provide you with a Canada Post link and tracking number. top Every time I place an order I have to re-enter my information. Why doesn't your site save it? To have our site save your information, follow these steps: 1. Go to the Your Account section of this site. 2. Enter your email address and password and click the "Log in" button. 3. Click the "Account Info" link. 4. Enter the information you want saved. 5. Click the "Update" button at the bottom of the page. Your information will be saved. Please note that you will need to sign in as a registered shopper the next time you place an order to have our site remember your information. Note: we do not save credit card information; therefore, you will have to re-key this information every time. top RETURNS AND EXCHANGES What if I need to return or exchange a product? If you are not completely satisfied with the merchandise, please follow the instructions on the back of the packing slip and enclose the completed form with your return. To download our Returns Form in PDF format, click here. Please be sure to indicate the reason for the return so we can strive to improve our service and product quality. Please send the package securely wrapped and pre-paid (we do not accept C.O.D. mail or shipping charges) to: HealthHarmony.ca Returns c/o DGA Fulfillment Services Inc. 80 Van Kirk Drive Brampton, Ontario, L7A 1B1 (Please note that you are responsible for the safe return of merchandise and all shipping costs). Please return items within 30 days. The cost of the items (including tax, if any, but not including shipping) returned will be promptly credited to your credit card or the product exchanged. top PRODUCTS AND PRICING What is your product guarantee? At HealthHarmony.ca we stand behind every product we sell. If you are not absolutely satisfied with any purchase, for any reason, we will happily provide a prompt refund, credit, or exchange for the purchase price (not including shipping). Simply return your purchase within 30 days. Our return address is: HealthHarmony.ca Returns, c/o DGA Fulfillment Services Inc., 80 Van Kirk Drive, Brampton, Ontario, L7A 1B1. We ask that you return products in the original packaging and include the invoice when possible. top What is your pricing policy on products offered on this site? Product pricing is in Canadian dollars as stated on day/time shown and will be reflected as such on your order confirmation and invoice. The prices shown in your shopping cart are the prices listed on our website for each item selected at the time of order. Website and e-mail offers, prices and merchandise availability are subject to change without notice. Prices will not be increased or discounted to reflect promotional pricing offered at other times and/or price increases due to cost increases. When your order is processed, you will receive an order confirmation verifying receipt of your order and confirming selling prices of all items in your order. For many savings offers, the regular price will take effect after the sale. Dates and/or times for sales and promotions will be determined according to Eastern Time (EST/EDT). We endeavour to display to you only those items which are currently available to order, and item status is refreshed frequently. However, it is possible that some items may be out of stock at the time you order. Our real-time inventory system sometimes is not able to keep up with demand, and we may have to cancel certain orders after they are accepted. We apologize for any inconvenience should this occur with your order. While we try to ensure accuracy, we reserve the right to correct any errors in pricing or descriptions, and to cancel or refuse to accept any order based on an incorrect price or description. Such corrections may be made even after an order is accepted. top Can I come in and place my order in your office? Unfortunately, our office is not set up as a retail establishment. Products are available by mail order, phone or on our web site. top How do I know if an item I ordered is backordered or out-of-stock? We will notify you by email if a product is backordered or out-of-stock and only charge you for items shipped. top CONTACT US How can I contact you if I have a problem or question? You can reach us through a variety of means: 1. PHONE: You can call our Customer Service at(905)840-4191 or toll free at 1(866)248-1845. If you reach our voice mail, please leave a message and phone number and we will respond as soon as possible. 2. EMAIL: Please use our Customer Service form. 3. MAIL: You can write us at: HealthHarmony.ca c/o DGA Fulfillment Services Inc. 80 Van Kirk Drive Brampton, Ontario, L7A 1B1 top NEWSLETTER What is the HealthHarmony.ca newsletter? The HealthHarmony.ca newsletter is emailed roughly every 2-4 weeks and contains our latest offers, product reviews, special promotions and new releases. top Will you share my email address with anyone? Absolutely not. We respect your privacy and will not share your email address with any other company, organization, or individuals, nor do we ever have plan to. top I need to update my email address for the free newsletter. How do I do that? You can unsubscribe your previous email address by clicking the "Unsubscribe" link at the bottom of any HealthHarmony.ca newsletter. Then sign up using your new email address here. top I have never received or am no longer receiving the free newsletter. What can I do? It is possible the newsletters are being filtered out by your ISP. We recommend that you add the HealthHarmony.ca newsletter address to your Address Book. This tells your ISP that you want to receive our emails. top How do I unsubscribe from the free newsletter? You can unsubscribe by clicking the "Unsubscribe" link at the bottom of any HealthHarmony.ca newsletter. top BROWSERS Why isn't my browser working with your site? Ordering from our site requires the use of an SSL-compliant browser with cookies and JavaScript enabled. We recommend using Netscape 4.08 or later, or Microsoft Internet Explorer 4.0 or later. For AOL users, the 4.0 or later AOL client is required. If you are using earlier versions than the browsers listed here, we can't guarantee that all of our site features will work correctly. top SHOPPING Every time I place an order I have to re-enter my information. Why doesn't your site save it? To have our site save your information, follow these steps: 1. Go to the Your Account section of this site. 2. Enter your email address and password and click the "Log in" button. 3. Click the "Update Account" link. 4. Enter the information you want saved. 5. Click the "Update" button at the bottom of the page. Your information will be saved. Please note that you will need to sign in as a registered shopper the next time you place an order to have our site remember your information. top I have an account registered on your site, but after I login it keeps saying I have entered an invalid email/password combination. Why is it not letting me login? Please check and ensure your Caps Lock is not on. Also check and make sure there are no extra spaces at the beginning or end of your email and password. If you still keep getting the error message, please email webmaster@healthharmony.ca. top How do I log out of my account? When signed in, click on "Your Account" in the upper right corner of any page. You will be taken to your main Account page. At the top of the page, you will see a message that says "Welcome back, _____.", followed by "If you are not _____, click here". Clicking that link will sign you out of your account. top OTHER What should I do if I forget my password? Click on the "Forgot your password?" link on the Your Account sign-in page, and a new password will be emailed to you. top Why is the text on your site so small? We've designed the site to make it as easy to read as possible. However, if you find that the text is too small to read, you can adjust the size of the text in your browser. top What should I do if I am having difficulty with the web site (such as being unable to log on or add to shopping cart)? Please send an email to: webmaster@healthharmony.ca. If possible, please specify: operating system (PC or MAC), browser type and version, page URL, and exact error message. top What if I have ideas for other features I would like to see added to this web site? We would love to hear them! Please email us at webmaster@healthharmony.ca. top I sell products that may be of interest to HealthHarmony.ca – who can I contact? We love hearing from potential vendors! Please contact us at customerservice@healthharmony.ca for more information. top |
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