Frequently Asked Questions
Question: How much is the shipping cost for an order shipped to [outside the contiguous 48 United States]?
Shipping charges on international and other orders not within the contiguous 48 United States are based on the destination and the weight of the package. In order to determine the shipping cost, register for an account, then place items in the cart.
Shipping is automatically calculated. Large orders, multi-box orders or orders with total calculated weight greater than the highest rate of the shipping rate table may require a custom shipping quote requiring payment for actual shipping charges to be approved before processing shipment.
Question: What Happens If The Package Is Seized By Customs?
Unfortunately, due to extenuating circumstances, some international orders may get stopped by the customs agency in your country. Please read our full customs disclaimer:
CUSTOMS DISCLAIMER: We will not be responsible for any customs restrictions, tariffs, or other regulations that may apply in countries outside the United States. If you have any questions, we encourage you to speak with your customs office directly. We do not keep track of all the changing laws in all the different countries, although we will ship any products you order to the address you provide. It's your responsibility to check with your country's Customs office to see if your country allows the shipment of products you ordered (or wish to order) to your country.
We will give you the best service and ship the products you order very quick at the rates that we have agreed to on our site. If for whatever reason the package is seized by Customs Officials, we will not issue you a refund unless all products are returned to us in resalable condition. Most orders make it through customs fine and the majority of orders that are stopped are returned to us. You are ultimately responsible for any shipping charges regardless of the outcome. You pay shipping charges based on the weight of the package and shipping type selected.
Any duties or taxes that may apply to the order are your responsibility to pay.
By ordering from our site you are stating that you agree to our ordering policies and FAQ.
Question: Do you have Canada shipping rates?
Yes! We have Canada specific and competitive shipping rates for our neighbors to the north. We are committed to providing the lowest possible shipping rates and the fastest delivery times. We appreciate your business!
Simply create an account with A1Supplements.com by registering here. Complete the form by filling out your address and choosing a username and password. Once you've selected Canada as the country of your shipping address, you will automatically be able to view Canada shipping rates as you add products to your cart. Shipping rates are determined by weight and destination.
Question: Do you have Australia shipping rates?
Yes! We have Australia specific and competitive shipping rates for our Australian friends. We are committed to providing the most accurate shipping rates and the fastest delivery times. We appreciate your business!
Simply create an account with A1Supplements.com by registering here. Complete the form by filling out your address and choosing a username and password. Once you've selected Australia as the country of your shipping address, you will automatically be able to view Australia shipping rates as you add products to your cart. Shipping rates are determined by weight and destination.
Question: My Package Was Stopped, Now What Do I Do?
If your package is seized by the customs agency in your country, you may or may not receive a notice from them. If the products are illegal in your country, they will most likely return the package to us. However, there may be a return shipping fee. Once the package is received back by us, we will contact you by e-mail and refund you for the returned, like-new products, less the shipping fees. We will help you.
If the package is not sent back to us or if it is destroyed, we cannot refund any part of the purchase price. We apologize for the inconvenience.
We hope you can understand why our international shipping policy concerning customs has to be this way. We cannot refund you for customs stopped products that are not returned resalable. Our goal is to make you and every customer happy, but sometimes doing what you want us to do can cause problems if you are not sure of the laws in your country.
Question: Can you send me more information on [any product]?
In general we do not have more information than what is on the product page. We pride ourselves on keeping our website current and adding more information as it becomes available. Occassionally we receive product literature from the manufacturers to promote the products and will send those with orders if we think you may be interested in the product based on your past purchases.
Question: Is [any product] legal to import into my country?
We do not know. Check with your country's Customs office or other drug control agency for information regarding importing ANY product.
Question: I have been diagnosed with [any medical condition] and I am taking [any prescription medication or nutritional supplement]. Can I use [any nutritional supplement]?
We cannot answer these questions. We do not have a medical doctor on staff, nor would one want to give medical advice through e-mail or over the phone. Please consult a physician. A medical doctor who is familiar with your current medical situation can meet with you in person to give advice about what interactions may exist between a combination of medical conditions, drugs and nutritional supplements and make recommendations for your specific situation.
Question: Will you match a price on the same product from another company?
In a word, no. Our pricing philosophy is simple: We strive to have the lowest overall prices on thousands of best-selling supplements every day, while offering the best service. That said, we won't always be the lowest on every single item.
We do an excellent job in maintaining a huge variety of products, keeping all products in stock, providing product information, excellent prices, shipment options, easy tracking of your shipments and overall top-notch service at all times. We feel that this level of service is better than all of our competitors and provides you with best overall value consistently and doesn't waste your time.
It's been our experience that other companies may be lower on a few items and higher on many more. To engage in a price war on individual products would be too damaging to ourselves and disingenuous to the manufacturers of great products, whom we represent; not to mention too time-consuming and ultimately detrimental to our customers.
Furthermore, investing the resources to track down definitive apples to apples comparisons on thousands of products across numerous competitors just isn't feasible. Is the company legitimate? Are they offering the exact same items? Are their prices misprinted or misadvertised? What about combo deals? Coupons? Free gifts? Shipping methods, rates and delivery times? Is their stock getting ready to expire? Are the items even in stock at all? In order to do this, we would have to lower our standards and our service would be negatively affected. We simply won't allow that to happen.
In our twenty-plus years in business, we've witnessed many companies fall by the wayside. Our number one goal is not only to be able to provide the best overall pricing and service to our customers today, but tomorrow as well.
We hope you agree, but we understand if you choose to do your business with the company with the lowest price on each individual item. Please continue to bring our attention to specific products that you feel we are over-priced on and we will consider adjusting our pricing during our next round of pricing revisions. We really do appreciate the feedback and your business. We are doing everything we can to keep you coming back.
How does the volume discount work/applied?
As your order subtotal (before shipping) exceeds the $500.00 level, you may use a coupon to apply the volume discount to your order. It's that simple. The volume discount applies to most but not all products (some exclusions apply).
Orders over $500 receive an 5% discount on most products!
Site Privacy and Security
As a leader in the supplement industry, A1supplements stands behind its quality products with integrity and confidence. Therefore, A1supplements is devoted to making your shopping experience a pleasant one and has ensured that only the best security and technology is used. A1supplements uses the highest encryption enabled for Secure Sockets Layer (SSL) technology at a 128-bit SSL to provide the utmost in consumer data integrity. 128-bit SSL is the same encryption level that major financial institutions use. Furthermore, when shopping, sending your personal information, or viewing your orders, your information will be protected.
To increase security and help manage site traffic, A1supplements has dedicated state-of-the-art servers and multiple sophisticated firewalls to manage and secure the ordering environment for our customers. This ensures consistent online service, efficient order fulfillment, minimized risk of site downtime, and increased data protection.
Why is it safe to order online?
Ordering online at A1supplements.com is safe because we use the industry-standard 128-bit encryption technology when processing any of your personal information. This technology begins by utilizing Secure Sockets Layer (SSL) encryption/security protocol. SSL encrypts the transmissions from your computer and A1supplements servers. Simply put, the transmission from A1supplements server forms a matched pair (much like a lock and key) with the transmission from your computer so that only data to and from these sources can be valid. Therefore, no outside sources can view your information.
Your protection is our number one priority! The A1supplements online store has been verified by the world-renowned leader in the security business — Thawte™, our digital certificate and SSL provider. Just look for the Thawte symbol on our Web site to verify our certificate ID.
Will my credit card number be safe?
Yes, using your credit card at The A1supplements Store is safe because we have industry-standard secure-server technology to encrypt all information gathered from our customers at the time of provision and purchase. This means that the information is encoded and unreadable while it travels to our server. In fact, using your credit card at our online shopping site is considered far safer than using it at a restaurant or gas station.
My transaction was declined, now what?
Your credit card transaction may have been declined for a number of reasons including: incorrectly entered information or insufficient funds. Please double check your information before submitting your order. Please note that we require the CVV code (the three digits from the back of your credit card) to process your transaction. We automatically decline all transactions for which the CVV code is invalid. If you enter all other information correctly, but incorrectly enter the CVV code, a temporary authorization may occur on the declined transaction, holding your funds for 1-5 business days depending on your bank. You may contact our support department if you wish further clarification.
Do you sell your customer data base to other companies?
We care about our visitors! That is why we NEVER sell any information to anybody... ever. Unlike most companies online, we will not give your personal information to other companies so they can call you or send bulk mail and e-mail to you. You can feel safe giving us your information.
A1supplements reserves the right to change these terms and conditions from time to time.
If you have any questions, please contact our Customer Service department here: Contact Us
What is your contact information if I need help?
If you need real time assistance and the chat icon is indicating we are available for live chat service, click below to start a chat with one of our representatives!
You can also contact us by email at [email protected] or by phone at 865-977-9917 or 888-324-2758. You can even fax us at 865-977-8017!
|Our agents are available Monday through Friday 8 AM to 4:30 PM EST to help you.
Click to chat during operating hours or send us an email after hours.