- The most common
problem is that many people have
DIFFERENT HOME/SHIPPING addresses
from their BILLING address and
either forget, or do not think it
matters. IT DOES!!! For your
protection, we use something
called AVS (Address Verification
Service) which verifies that the
BILLING information you provide
is the same as your credit card
provider has on file. MANY PEOPLE
forget that their billing address
(the address that their credit
card bill actually gets sent to)
is different. If someone has
moved in the last couple of years
OR gets their mail forwarded to
them, this is probably the
culprit. AVS (Address
Verification Service) will NOT
allow the transaction to go
through unless the Billing
address AND zip code match. If
you do not know what address your
credit card company has on file,
call them and ask (the phone
number is most likely on the back
of your credit card).
- Please Note: If
you make several attempts at
placing an order with the
improper Billing Address
information, this could trigger
your credit card company's fraud
control. At the very least they
will temporarily deduct the
attempted transaction amount from
your available credit, and
possibly even turn your card
off.
- The SECOND most
common problem is entering an
inappropriate SHIPPING
METHOD
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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.
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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.
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This obviously depends on
the shipping method chosen; all
packages are sent UPS and for an
exact time-in transit, customer can
go to www.UPS.com.
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The credit card
statement will only say
"cosmetics" or "nutritional
supplements". It should in no way
disclose the specific nature of
the product
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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.
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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.kontrole.net/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.
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Yes, you may enter the
check information instead of credit
card information on the last page
of the shopping cart.
Note: Only available to
US customers
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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 866-475-4424 and an
operator will take your order
over the telephone.
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