How do I find products on your website?
Answer. Shopping at Alchemy
& Elixir is easy! On the top bar of every page of our website, you can
Shop by Health Concern, Shop by
Treatment, or Search for products by typing in the name of the product, manufacturer, or ingredient. Once you locate an item of interest, simply click on the corresponding
'Add to Cart' button to place the item in your shopping cart. Once in your shopping cart, click the
'Checkout' button to proceed to complete your order. For more information, please refer to our
How to Order page.
I live in the Greater Vancouver area. Can I pick up my products at your office?
Answer. In an effort to keep our overhead low and pass the savings on to you, we do
not have a store. Shipping costs in the lower mainland are very inexpensive, and delivery usually takes only one day, so you can receive your products quickly and easily by mail when ordering online.
However if you prefer to preorder and prepay and then pick up your items at either office location later in the week, you would place your order online, pay by credit card and indicate in the 'comment box' that you would like to pick up your products at either our Port Moody clinic address or our Vancouver Wellness Centre address. Once your order is prepared and ready, we will phone you and set up a time later in the week when you can pick up your items at our office. When you mention that you prefer to pick up the items, the shipping fee will not be charged to you.
Do you ship to the United States or Internationally?
Answer. Yes. We ship within Canada, to the U.S., and Internationally.
How much is
shipping, and when will my order arrive?
Answer. Our products are packed with care and shipped within 24 hours of ordering. Orders placed before 2PM PMT (Monday thru Friday) usually ship the same day.
- Shipping within Canada
- Free shipping within Canada for orders of $100 or more.
- Regional shipping (within BC, Alberta, Saskatchewan, and Manitoba)
flat shipping rate of $8.99 CAD.
- National shipping (Ontario, Eastern provinces, Northwest Territories)
flat shipping rate of $13.99 CAD.
- Delivery times are usually next business day service for residents within the Lower Mainland region of British Columbia. It is usually two (2) business days for the rest of Canada.
- Shipping to the United States
- Shipping cost is dependent on your order weight (calculated automatically during Checkout):
- 0 to under 250 grams = $9.95 CAD
- 250 grams to under 500 grams = $11.95 CAD
- 500 grams to under 1 kg = $14.95 CAD
- 1 kg to under 3 kg = $21.00 CAD
- 3 kg to under 5 kg = $26.00 CAD
- Delivery times are usually eight (8) business days for your order to arrive (but please do allow for custom delays).
- Military orders (APO, FPO addresses) may take one to two weeks for your order to arrive.
- Shipping Internationally
- For International orders, please contact us for a custom quote.
What
is your return policy?
Answer. All orders are cancelable
before they are shipped.
In accordance with medical ethics, once a medication has been shipped, we are not permitted to accept it for return and resell it to another customer. However, medications that are damaged or incorrectly ordered by our live operators are eligible for exchange within 30 days of when you receive the package at your home.
Items other than medications are eligible for return/exchange. If, for any reason, you are not thrilled with your purchase of non-medical products, you may return it within 30 days for a full refund. Simply send the item back in its original product packaging. Shipping charges will be refunded if the return/exchange is the result of our error (e.g. damaged item, item incorrectly ordered by our live operators). Before returning any item, please
contact us for a return authorization number.
Your complete satisfaction is our ultimate goal. If there is a problem with your order, please let us know and we will take care of it for you.
What
are my options if I ordered an 'out-of-stock'
item?
Answer. We aim to ensure that all items listed on our website are in stock and ready to ship. However, there are times when certain items may be temporarily out-of-stock due to manufacturer shortages.
If an item you have ordered is out-of-stock, you will be notified of the expected availability date. At any time after the purchase and before shipment, you can choose to wait for the item to be restocked, choose an alternate item, or cancel your order.
If you ordered more than one item and only part of your order is out-of-stock, we will ship the in-stock items immediately, and ship the out-of-stock item as soon as it becomes available.
What happens if my order gets lost?
Answer. Air Mail is 99.5% reliable. However, in the very rare instance your package is lost, after 45 days, we will file a claim on your behalf with the Post Office. Once your package has been declared "unrecoverable", we will either send you another order or a refund for your purchase.
Is ordering
on the Alchemy and Elixir Health Group website secure?
Answer. Yes. The Alchemy and Elixir Health Group website is designed so you can securely provide credit card information. All credit card transactions are authorized and processed via SSL technology. SSL is the most advanced online security system available and is the encryption standard for reputable companies involved in e-commerce. For additional security measures, once your order is placed, your credit card number (and all other ordering information) is immediately taken off of our server. None of your information is stored online.
How can I pay for my order?
Answer.
- If ordering online, we accept VISA and MasterCard
- If ordering offline, we accept VISA, MasterCard, money order (guaranteed funds), or certified cheque*.
* If ordering by money order or certified cheque, please note that your order will not be shipped until your money order is received or your certified cheque clears the bank.
Please note that all prices are in Canadian
Dollars.
What will appear on my credit card statement?
Answer. Orders will show up on your credit card statement as Alchemy & Elixir Health Group Inc.
Can you help me choose products that may be beneficial to me?
Answer. We would be happy to answer any and all questions that you may have regarding specific products, or if a certain product would be beneficial to your
particular ailment or health concern. However, we regret that we are unable to answer your specific health questions via e-mail or phone except for clients under our professional clinic care. Please visit
our Clinics &
Consultations website for more information on our clinical practice.
In addition to contacting us directly for help:
- If you are suffering from a particular ailment or have a specific health concern, we recommend that you shop by
Health Concern for a listing of appropriate remedies.
- When applicable, our product pages have relevant health-related articles for you to contemplate and enjoy.
- On the bottom of each page of our website, there are
Featured Products that you may like to consider.
- You may also be interested in reading our Blog regularly for articles and insight on herbal medicine health care.
Will my personal information stay private?
Answer. Alchemy & Elixir Health Group Inc. takes your privacy very seriously. We appreciate your business, and we will NOT do anything to betray your trust. Any and all of your personal information you provide to us will never be given, rented, traded, or sold to third parties.
For more information, please read our Privacy
Policy.
What about Spam?
Answer. Like you, we dislike Spam. We will
never send you unsolicited e-mails. You will only receive e-mail from us if you've explicitly asked or consented to receive it.
Have more questions or require further explanation?
Please feel free to contact
us.
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