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Ordering Policies

How to Order

To place an order, choose one of the following ordering methods:

Order Online

Ordering Wholesale Supplements Online is Easy!

Find the item you like and add it to your shopping cart. If you need to select a certain flavor or size, use the pulldown menu next to the order button to make your selection. Then you can either choose to Continue Shopping or Proceed To Checkout.
When you have finished adding items to your shopping cart, simply click on the Proceed to Checkout button. After selecting the desired shipping method, enter a coupon code if you have one, then click the Checkout button to proceed to the next step.
You will be asked to provide your shipping and billing information. Information with the (*) is required. You do not have to create a login name and password to complete your order; however, if you choose to create a login and password, you benefit by creating a personalized account which keeps track of your order history and saves your billing and shipping information for easy future ordering!
On the next page, choose your desired payment method. We accept all major credit cards, check or money order, and PayPal.
On the confirmation page, enter your credit card information plus any comments or special instructions and your order is on it's way!

As soon as you submit your order, we will process and ship your order with all possible speed! Due to our in stock guarantee, 99.9% of orders shipped within 24 hours or less!

Ordering by Google Checkout

Google Checkout is another checkout method available to U.S. customers of A1Supplements.com. As long as none of the items in your order violates Google Checkout policies, the Google Checkout button will be available in your shopping cart. You may either create a Google Checkout account or use an existing Google account to complete the transaction. Notice: A1Supplements.com will not accept Google checkout payments from international customers. International customers must choose the standard checkout for placing orders.

Order By Phone

To order by phone, have your order ready along with your credit card number and expiration date. Then call us Toll-Free:

(888) 324-2758 from 8 AM to 7 PM EST weekdays (This toll free phone number is available in the U.S. only.)

Our toll-free telephone line is for placing orders only. If you have any questions, please send us email or contact us by using our website contact form. We promptly reply to questions sent by email: support@a1supplements.com.

Order By Mail (Check or Money Order)

To order by mail, simply complete the store checkout process then, when asked for payment method select the "Check or Money Order" option for payment method. Complete your order and print the confirmation page. Then send us your payment with confirmation page to:

A1supplements.com
860 Lakemont Drive
Louisville, TN 37777

Our Site Security

We utilize RackSpace servers, which are continually monitored, firewall protected and updated with the latest patches and upgrades by the most advanced server engineers and IT professionals in the industry. We have 128-bit SSL encryption by Thawte and we utilize a third party security service, ScanAlert to protect your payment information, so you can feel secure and confident that your information is safe with us! We are also represented by the BBB online reliability seal. (Click below to verify our security partners.)

Every order placed online through A1Supplements.com must pass industry-standard Max Mind fraud checks, including verification of billing and shipping addresses, computer IP address, e-mail address, etc. before capturing payment and authorizing shipment. From time to time orders may be red flagged by our system and require further verification. We do this to protect cardmembers from credit card fraud.

Our customer service department may request that you complete a Credit Card Authorization Form. When you have completed the form, please print and fax it to 865-977-8017. You must also include a front and back copy of your credit card for verification purposes. We do this for the protection of cardmembers and our valued customers.

Payment Options

We accept the following payment methods:

Credit Cards - We accept the following major credit cards: MasterCard, Visa, Discover, and American Express. We reserve the right to request additional verification documentation for orders greater than $1000.
Money Orders - The money order must be drawn on U.S. funds. Please make sure your name and order/invoice number is on the money order. We will ship the products as soon as we receive the money order. We do not ship orders until we receive payment.
Checks - We will gladly accept your personal check but please understand it may delay processing for up to 14 days. We do not ship orders until we receive payment. The check must be drawn on U.S. funds from a U.S. bank. $29 fee will be charged for returned checks.
PayPal - You will be prompted to enter your PayPal information after you complete your order.
Wire Transfer - We do accept wire transfer and in some cases require it for large international orders. Customer service will notify you if wire transfer is required.
COD - We do not ship COD at this time.

Shipping Options

UPS Ground - (USA 48 states only!) 2 to 5 business days
USPS Priority - (USA, PO boxes) 2 to 3 business days
USPS Priority - (Alaska/Hawaii and APO/FPO military) 4 to 12 business days
International - (all countries other than the USA) 2 to 12 business days

Due to our in stock guarantee, 99.9% of orders are shipped within 24 hours or less! Our shipping charge is based on the weight of the products ordered and is calculated automatically as you add products to your cart and select your desired shipping method. Orders with total calculated weight greater than 100 pounds will appear as a shipping charge of $0; however, these orders require a custom shipping quote requiring payment for actual shipping charges to be approved before processing shipment. For domestic orders within the continental 48 United States, there are two shipping options available: UPS ground or USPS priority. All Alaska/Hawaii, PO boxes and military (APO/FPO) shipping addresses must be sent via USPS priority. We currently have one international mail option: USPS Priority Mail International.

Addressing Errors

We will charge you a $10 fee for shipments that are either re-routed after leaving our warehouse or are incorrectly addressed due to customer's error. Shipping labels are generated directly from the shipping information you have entered. If you provide us an incorrect zip code or other addressing error e.g. incorrect or missing apartment number you will be charged the $10 fee since the shipping company will charge us a fee for this correction.

Delivery/Shipping Time - Approximate delivery time for credit card orders for in-stock merchandise is between 2 to 5 business days depending on the destination. Please allow extra time to account for weekends and holidays. Money orders are usually shipped within 24 hours after receipt. Personal check orders are held for up to 14 working days.
Shipping Charges - Shipping Charges are based on total weight of order and the shipping method you choose. If you choose a shipping method which is incompatible with your delivery address, you will either be refunded the difference and your order will be shipped automatically or you will be contacted for approval of the correct shipping charges before we process your shipment.
APO/FPO, Alaska, Hawaii and California - Due to recent USPS shipping rate increases and dimensional weight surcharges, we may need to collect additional shipping charges for large or heavy orders. You will be contacted for approval of additional shipping charges, in the instance that additional postage is necessary prior to shipment. We appreciate your understanding!
Orders over 100 Pounds - Orders with total calculated weight greater than 100 pounds will appear as a shipping charge of $0; however, these orders require a custom shipping quote requiring payment for actual shipping charges to be approved before processing shipment.
Drinks - orders containing drinks (RTD's, 12 and 24 bottle cases, etc.) must be shipped to a physical address. We cannot ship orders of this nature USPS due to the heavy weight and higher shipping cost (unless you want to pay the higher shipping costs).

Military APO/FPO Rules

It's no problem for us to ship to APO/FPO military addresses! In fact, we ship many APO/FPO orders every day. Shipping fees for APO/FPO orders are the same as domestic (USA) orders and are treated as such. Therefore, you must choose the USPS Priority Mail shipping option (not the more expensive international mail option!) UPS does not deliver to APO/FPO addresses at this time. A1Supplements will not be responsible for lost, damaged, or delayed APO/FPO shipments.

How To Fill-In Your APO/FPO Address

Please be sure to choose the USPS Priority Mail shipping option.
Use the following format for completing the address form:
Since military orders are considered part of the USA for shipping purposes, you do not need to enter in the actual city, state or country of where you are located. Enter APO or FPO for the city and AP or AE for the state. DO NOT enter the country where you are stationed (e.g. Iraq, Afghanistan, etc.) as this will force you to choose an international shipping option and delay your shipment! Enter United States for your country.
Be sure to submit your actual credit card billing address in the "billing address" section if the APO/FPO address is not the billing address on file with your credit card company. Enter your APO/FPO address in the "shipping address" section.

APO/FPO orders generally arrive surprisingly fast, but please allow 4 to 12 business days for transit time. USPS tracking only provides information up to the point it arrives at the military post.

USPS Tracking Information

From USPS.com: To speed delivery, shippers may not location-scan all of their shipments. When shipping volume is high, packages are processed in bulk, and the first time a package is scanned may be upon arrival at a regional hub near the destination, or even when the package is delivered. If you don't see any tracking data for your shipment, and the estimated delivery date has not yet passed, please do not be concerned.

Express Shipping

We offer overnight or 2nd Day air service to continental U.S. through UPS and USPS. Orders placed before 1:00pm Eastern Standard Time are shipped the same business day. For 2nd day air or overnight - please call toll-free (888) 324-2758 or locally (865) 977-9917 for your shipping rate.

International

As of May 14, 2007, we have simplified international shipping to use a single shipping method, USPS Priority Mail International. The shipping prices are based upon weight and will be displayed automatically when you add items to your cart.
Orders with total calculated weight greater than 100 pounds will appear as a shipping charge of $0; however, these orders require a custom shipping quote requiring payment for actual shipping charges to be approved before processing shipment.
We are not responsible for confiscation's from customs agents and we will not misrepresent the contents on the custom forms.

Countries we do NOT Ship To:

Due to the high amount of fraudulent orders, we can no longer ship to these countries without a secured payment:

Nigeria
Bulgaria
Ghana
Venezuela
Pakistan
Yugoslavia
Romania
Hungary
Egypt
Chile
Thailand
Serbia
Indonesia
Morocco
Peru
Turkey
Macedonia
Other Countries At Our Discretion

We DO ship to APO addresses no matter where they are, as APO is considered domestic!

We apologize for the inconvenience this may cause legitimate customers. We really didn't want it to be this way, but we had no other choice. We would be put out of business in no time.

We WILL ship to any country if a secured payment is made. A secured payment would be a money order in US dollars drawn on a US bank, or a Western Union payment. Contact customer service for more information.

If you have any questions please e-mail support@A1supplements.com or call our shipping department at 865-977-9917. We try to answer all e-mails and phone messages within 24 hours or less except on weekends and holidays.

Product Related Information

Pricing

Prices Are Subject to Change at Any Time. The most current prices for products are displayed on the product or category pages. You may need to refresh your browser to see current prices.

Also, prices displayed in our search engine may not be current as the search engine is indexed nightly, not in real time. Always check the product or category pages for the most current prices.

Drinks

All Drink Sales are Final. Due to the Heavy Weight and Shipping Costs, No Returns Will Be Accepted for Drinks.

Also, orders containing drinks (RTD's, 12 and 24 bottle cases, etc.) must be shipped to a physical address. We cannot ship orders of this nature USPS due to the heavy weight and higher shipping cost (unless you want to pay the higher shipping costs).

Free Gifts

All orders over $90 before shipping qualify for and are eligible to receive a free gift. The shopping cart will prompt you to select your free gift once you qualify. This will automatically add the free gift you choose to the invoice and we will ship it out accordingly. If you opt not to select a free gift, we will not ship you one. If you didn't add a free gift to your order but decide you want your free gift after your order has already shipped, we can ship it to you but you will have to pay shipping charges for us to mail the free gift out to you. Also, you may simply elect to select a free gift on your next order and it will be included automatically.

Weather

We do our best to package and ship your order so that you receive your items in good condition. However, we can't control the weather! Here are our tips for food bars and other food items containing chocolate:

Immediately refrigerate the food items for at least 2 hours before opening.
Do not store food items in your car.
Keep bars and food items in a cool place when you store them, or take them with you.

During the cold winter months, glass bottles (Noni, Goji juice, etc.) have been known to break due to freezing during transit. Order at your discretion based upon the weather and transit time to avoid receiving damaged goods.

Backorders

From time to time we may experience product shortage due to high volume of sales. Most often the product is on back order from the manufacturer. We will notify you via email or phone immediately if we do not have on-hand stock to fill your order. We ask your patience in these situations. These are rare instances but can happen on occasion.

Returns

You must call us during our normal business hours for a return authorization and instructions from one of our customer service representatives prior to returning any merchandise. Merchandise must be returned at your expense in unopened and perfect condition in order to receive credit. We do not allow any nutrition bars to be returned for credit. A return authorization must be given or we may refuse the package. A 10% restocking fee will be applied for unopened merchandise returned within 10 days of your receipt of shipment. A 25% restocking fee will be applied to returns after 10 days. No product returns will be accepted after 30 days.

Shortages/Mis-Shipments

On the rare occasion that we may ship you an item other than what you ordered, do not open the product or it will void your right to return it.

Because of our double-check packing system, we have a minimum amount of errors. On the rare occasion of a shortage, please thoroughly inspect the box a second time for the product(s). If the product(s) still cannot be found, or if any other problems exist, contact your sales person within 24 hours of receipt of the shipment for correction.

Package Insurance

We are pleased to provide package insurance as an added guarantee to provide product or order replacement under the circumstances listed below.

What Package Insurance Covers:

Damages: If you opt for the optional package insurance for only $1.99 and one or more of the products you ordered arrives damaged, call our customer service department to file a claim. Your claim will be processed ASAP. As soon as your claim is approved we will replace the damaged product(s) at no cost to you.
Lost or stolen in the mail: If your order is lost or stolen in the mail, we will reship the entire order, providing reasonable time for delivery has been allowed and the tracking information shows your package has NOT been delivered to the address you provided us. A mandatory waiting period of 14 to 21 days is required from the expected delivery date of the package, before your claim can be processed.

What Packing Insurance Does Not Cover:

A package showing delivered: If the tracking information shows your package has been delivered to the address you provided us, but you still don't have your package, optional package insurance does not apply. If you live in an apartment, check to see if a neighbor picked the package up for you or if the package is waiting for you in the main office. If you still can't find your package, we will go through the typical process of filing a claim with the shipping carrier to rectify the situation.
Product Guarantees: Purchasing the optional insurance does not guarantee that you'll like the flavor, product or obtain specific results. We will not replace a product for these reasons.
Against loss or damage caused by or resulting from: (a) hostile or warlike action in time of peace or war, including action hindering combating or defending against an actual, impending or expected attack, (1) by any government or sovereign power (de jure facto), or by any authority maintaining or using military, naval or air forces; or (2) by military, naval or air forces; (3) by an agent of any such government power, authority or forces; (b) any weapon of war employing atomic fission or radioactive force whether in time of peace or war; (c) insurrection, rebellion, revolution, civil war, usurped power or action taken by governmental authority in hindering, combating or defending against such an occurrence, seizure or destruction under quarantine or Customs regulations, confiscation by order of any government or public authority or risks of contraband or illegal transportation of trade.
Weather: Damages arising from changes in temperature or humidity, or other deterioration, any remote or consequential loss, whether or not arising out of a peril are not covered by package insurance.

Fraud Policy: By purchasing insurance online, you certify that all information provided is accurate and truthful. The submission of a false, fictitious or fraudulent statement may result in imprisonment of up to 5 years and a fine of up to $10,000.00 (18 USC 1001). In addition, a civil penalty of up to $5,000.00, and an assessment of twice the amount falsely claimed may be imposed (31 USC 3802).

Warning: any fraudulent claims will make the shipper and/or consignee liable for any prosecution for mail fraud under federal crime code.

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