We are trying to break the "dot com" mold. Of the thousands of products we have sold to consumers, we have only had a realative handful of returns. We will do everything possible to make our customers happy. We offer a 30 day money back guarantee if a customer is not satisfied for any reason whatsoever. To date, this has been less than 2 percent of all of our customers.

Most problems with international ordering attempts stem from the customer not choosing the correct UPS SHIPPING METHOD. Make sure that either Worldwide Express or Worldwide Expedited are chosen (the difference is that worldwide express is quicker and more expensive)

ALSO make sure the correct country is chosen, otherwise the zip code will be rejected.

If after filling in your correct information such as shipping and billing address if you receive an error code instead of a confirmation that the transaction was approved, check three things first: That your zip code is correct, that your shipping method is appropriate for your shipping address, and that you have chosen the appropriate country.

The Error codes "only accepts five digit zip code" or "invalid shipping method" are usually generated because the customer lives OUTSIDE of the US and has chosen the incorrect shipping. Make sure to enter the correct country and appropriate shipping method

"Invalid e-mail address"
Usually a result of the customer giving a false or incomplete e-mail address: NOTE: e-mail address is important because the customer will receive an e-mail confirmation of order, receipt, as well as the UPS tracking number. Without the correct e-mail address, the customer will not be able to track the package because customer will not receive the receipt with the invoice number.

All orders received after 3 a.m. go out the following weekday morning. If you ordered a product at 3:01 a.m. later on Thursday morning for example, your package will be sent out on FRIDAY morning, which means you will receive your Next Day Air Shipment on Monday.

Please note: We cannot be held responsible for delays caused by UPS which are outside of our control. We will make every effort to remedy situations in which UPS was delayed in delivering a package, but we cannot obviously guarantee a third party's services. We have found UPS to be the most reliable shipping company, however no company is 100% perfect. If the delivery delay was due to a problem with DAK Pharmaceuticals, we will make every effort to reasonably remedy the situation.

Orders are processed immediately. Once the transaction goes through, you cannot cancel or change the order! The customer may contact customer service at (866) 475-4424 or via our online customer service form for more information.

Go Back to List of Questions

The credit card statement will only say DAK pharmaceutical, LLC or other equivalent company, if someone inquires what exactly was purchased, they will only say "cosmetics" or "nutritional supplements". It should in no way disclose the specific nature of the product

Almost with 100% certainty you were not, but people sometimes think they were charged more than once. More than likely, you probably were not. Did you make one or more FAILED attempts at processing an order? Every time you attempt to process an order, even if it fails, (because you put the wrong corresponding zip code or shipping method etc.), the credit card company "authorizes" your credit card for the full amount. This is not a charge, only a reduction of the available credit. Depending on your specific credit card, the authorization should disappear automatically within 3-30 days. If you have any specific questions regarding these authorizations and when they will disappear, please call your credit card company. Rest assured, you were only CHARGED for the transaction that was fully processed.

If you take the tracking # (sent to you by e-mail when the package was processed) and enter it on the tracking page at www.dakpharmaceuticals.com/ups_track.htm or www.UPS.com, you will be able to see where it is in transit and when the expected delivery date is. In some cases, you may also need to input the shipping zip code as well. If you have any questions or problems with tracking your package, please fill out our customer service form.

Please note, it usually takes one (1) full business day from your purchase before the tracking number is available in the UPS system.

No, in order to keep prices low and maintain efficiency we only process orders electronically. Our processing server is 100% secure and encrypted, and your information is guaranteed safe. By today's standards it is very difficult for an unauthorized person to see any of your information. If we had to process orders manually we would have to raise our prices, and we want to keep the products affordable to everyone. If you still feel uncomfortable because you are unfamiliar with online purchases, you may call the Order Hotline at 1-866-475-4424 and an operator will take your order over the telephone.

How to return a product

We are so confident that you will be satisfied with our products, we offer a 30 day money back guarantee. If for any reason you are unsatisfied , you may return the product to us for a refund of the product's purchase price, not including shipping/handling charges if applicable. Although over 98% of our customers are satisfied with our products and service and we are striving to make this rate of satisfaction 100%, we realize that occasionally some people will not be satisfied. We want you to be happy with our products and services and recommend us to your friends. We will do anything we can to make you, our valued customer, satisfied, by either issuing a refund or replacing the item free of charge, whichever you choose. Please note: We cannot replace or exchange a product AND issue a refund, it's "either or", not both. Note: A $5.00 dollar handling charge will be applied against the credit of the product's purchase price for each product returned.

Instructions for returning a product:

In order to receive a refund, the product must be returned in the original box, and should be placed in a larger box or padded envelope to insure against damage (use the one we sent to you originally!). Products made of glass should be repackaged with care to insure against breakage. For our employees' safety, any box that contains broken glass will be discarded and a refund will not be processed (we cannot instruct our employees to pull out broken glass pieces from boxes for obvious reasons).

In the box with the product please insert a copy of your return receipt. In order to get a receipt go to the customer service center here. In order to log in, use the order number and billing name that appear on the email sent to you after you made your order. Then, follow the link that says 'return my order'. Once you have a printed copy of the return receipt, mail the product with the receipt to the address on the return form.

We suggest that you mail it to us return receipt requested and insured, however we will accept any type of delivery service such as Federal Express or UPS etc. Although returns are processed immediately as received, sometimes it takes a while for your credit card company or bank to credit your account. Please allow 2-4 weeks for the credit to show up on your next statement.

Instructions for exchanging a product:

In order to exchange a product, go to the customer service center here. In order to log in, use the order number and billing name that appear on the email sent to you after you made your order. Then, follow the link that says 'return my order'. Make sure that you have chosen the 'exchange' option from the options listed. Once you have a printed copy of the return receipt, mail the product with the receipt to the returns department (address above).

Or, simply call toll free 1-866-475-4424 and ask to speak to the customer service department, they will be glad to assist you (exchanges only).

Please note: all exchanges are shipped UPS ground, please allow 1-7 days for delivery. Exchanges for orders outside of the continental United States may incur additional shipping/handling charges.