Frequently Asked Questions

  1. Canceling an Order
  2. Contact Sales
  3. Damaged Freight
  4. Exchanging Products
  5. Failed Confirmation
  6. Gift Certificate
  7. Mail Orders
  8. Newsletter Opt-Out
  9. Order Confirmations
  10. Order Shipment Pending
  11. Phone Orders
  12. Posting Your Credit
  13. Privacy Policy
  14. Returning Products
  15. Sales Tax
  16. Shipping Costs
  17. Shipping 2nd Day Delivery
  18. Shipping Next Day Air or Red Label Overnight
  19. Shipping to Other Countries
  20. Tracking Shipment
  21. Warehouse Locations
  22. Your Satisfaction Is Guaranteed

 

  1. Canceling an Order

    Q: Can I cancel an order?

    A: Just call us (800) 266-2323 to check and see if your order has been shipped, if the package has not left our warehouse, we will cancel the order at no additional charge. In the event the package has shipped, it will be the responsibility of the purchaser to refuse the delivery.

  2. Contact Sales

    Q: I have a question before I place an order, how do I reach your Sales Department?

    A: For pre-sales customer support, please call us toll-free at (800) 266-2323 or you may email us at customerservice@hihealth.com.

  3. Damaged Freight

    Q: My order arrived damaged, now what do I do?

    A: If your order packaging appears damaged upon arrival or has been opened and then taped shut, do not accept delivery! If you are not there to sign for your package, and UPS or FedEx has left you a damaged box, you must call UPS at (800) 742-5877, or FedEx at (800) 463-3339 immediately, and tell them the driver left a damaged or previously opened package and that you wish to refuse it. UPS and/or FedEx must pickup the package and return it to us automatically, at their expense. You have 48 hours (two business days) in which to notify us your order arrived damaged. After 48 hours (two business days) we will not accept any claims that your order arrived damaged. Damaged orders will be exchanged for the same product only. We cannot cancel orders because they may have arrived damaged - no exceptions.

  4. Exchanging Products

    Q: I need to Exchange a product, how do I do that?

    A:  If you are within 30 days from the purchase date, simply contact our company @ 800 266-2323 and one of our representatives will assist you with the exchange.

  5. Failed Confirmation

    Q: I just placed an order online but I never received a Confirmation Receipt, why?

    A: Either you mistyped your email address on the order form or you failed to add Hihealth.com to your approved email domain list. Please add the domain Hihealth.com to your spam-filtering agent so that we can send you a copy of your order. AOL users need to make sure you do not hit the "Report as Spam" button. For EarthLink and other users that require the sender (that would be us) to respond to a link and type in the 'code' before the email is passed through, sorry we can no longer respond to these requests. So be sure you add the domain Hihealth.com to your approved email list!

  6. Gift Certificate

    Q: I just received a gift certificate for my birthday, how long is it good for?

    A:  Gift cards do not expire.

  7. Mail Orders

    Q: I want to Mail in my order with a Check, how do I do that?

    A:  Browse the website to make your selection or you may contact us @ 800 266-2323 and we will assist you with your order.

    Make checks payable to:
    Hi-Health
    ATTN: MAIL ORDER
    7428 E Karen Dr
    Scottsdale, AZ 85260

  8. Newsletter Opt-Out

    Q: I no longer wish to receive your company Newsletter, what do I do?

    A: At any time, you have the ability to opt-out of receiving communications from Hi-Health. A link is provided on the bottom of each Newsletter, just follow the link.

  9. Order Confirmations

    Q: What happens after I place my order?

    A: Once your order is placed, you should immediately receive an email confirming that we have received and processed your order. The message will contain the details of your order including the order number, total amount charged to your credit card including, shipping. Once your order is shipped, you will then receive a tracking number via email as well usually within three (3) business days. If you did not get your confirming email, please see Failed Confirmation.

  10. Order Shipment Pending

    Q: When I go to Order Tracking and enter my information, why does it say "Pending"?

    A: "Pending" means a UPS, FedEx or Priority Mail tracking number is not yet available. It takes 24-48 hours for this information to appear after shipping.

  11. Phone Orders

    Q: I want to place my order over the phone, how do I do that?

    A:  Simply go to our website, shop the items you would like to purchase, print the page, have your credit card available, call us at (800) 266-2323 to speak with a representative and we will gladly place the order for you.

  12. Posting Your Credit

    Q: When does credit for my return appear on my credit card statement?

    A: It takes a minimum of 30 days from the time your returned items has reached our warehouse in good and re-sellable condition, for your credit to appear on your credit card statement. If it has been over 45 days since you shipped your return and your credit card company does not show a credit, please contact Customer Service at (800) 266-2323 with your order number.

  13. Privacy Policy

    Q: I don't need anymore Spam. What is your Privacy Policy?

    A: We here at Hi-Health believe that trust is an important component of the service we provide to our customers. To ensure that we earn and keep that trust, Hi-Health makes every effort to protect your privacy and the confidentiality of your personal information. This Privacy Policy describes the steps we take to make sure that when you use Hi-Health, you can focus on finding healthy nutrition products in a safe, worry-free environment.


    Security
    Our site has security measures in place to protect the loss, misuse and alteration of the information under our control. Critical financial information is not stored on a public server nor maintained on the computer with which the order was placed. All transactions are conducted using state-of-the-art SSL encryption.

    IP Address Logging
    Hi-Health may log an IP address (your unique Internet address) for security purposes. IP addresses are logged only after a purchase is made. This information is maintained in the event a stolen credit card is used to make a fraudulent purchase. We will then provide this information to the appropriate law enforcement agencies, such as the FBI Internet Fraud Division in hopes of catching and prosecuting the thief. This means that an IP address will be logged only if a purchase is made and only for the security of the Credit Card holder and recovery of lost or stolen merchandise.

    User Information
    The use of certain Hi-Health features requires that you supply personal information like your name and email address. At your direction, we may use this information to send you our email newsletter. This information may also be used to contact you when necessary. You may opt-out of receiving future mailings at any time by clicking on the link at the bottom of the email.

    Sharing Information
    Unless you give explicit permission, Hi-Health has a strict policy against sharing or selling your personal information (such as your email address or mailing address), except when we believe in good faith that the law requires it, or to protect the rights or property of Hi-Health, or our users.

  14. Returning Products

    Q: I need to Return a product, how do I do that?

    A:  All products come with an unconditional 30-day money back guarantee. Any purchase outside the guarantee will receive an in store credit. No exceptions.

  15. Sales Tax

    Q: Do you charge Sales Tax?

    A:  All Arizona customers are subject to 8.95% sales tax.

  16. Shipping Costs

    Q: How much does shipping cost?

    A: Please review our Shipping and Handling Information page.

  17. Shipping 2nd Day Delivery

    Q: I placed my order on a Wednesday and chose 2nd Day Delivery but my order did not arrive on Saturday, can I get a refund on shipping?

    A: When you choose 2nd Day delivery the day you place your order does not count as a shipping day. So if you placed your order on a Wednesday, your package (if it is in stock) will be delivered the following Monday. Saturday and Sunday do not count as delivery days. We may use a private carrier or other means to get it to you as promised. There are no refunds. No exceptions.

  18. Shipping Next Day Air or Red Label Overnight

    Q: I placed my order and chose Next Day Delivery but my order arrived 2 days later, can I get a refund on shipping?

    A: When you choose Next Day or Overnight delivery the day you place your order does not count as a shipping day. So if you placed your order today, before 10 a.m. East Coast Time, for Overnight Delivery your package (if it is in stock) will be delivered the day after tomorrow. Of course, Saturday and Sunday do not count as delivery days. If you placed an order for Next Day service on a Friday, before 10 a.m. East Coast Time, it would ship on Monday and arrive on Tuesday. If you select overnight service, we may use a private carrier or other means to get it to you as promised. There are no refunds. No exceptions.

  19. Shipping to Other Countries

    Q: I live in Canada and would like to place an order, how can I?

    A:  Canada is subject to additional shipping charges. Please contact us at (800) 266-2323.

  20. Tracking Shipment

    Q: How do I track shipping of my order?

    A: For those items that ship via FedEx, UPS or Priority Mail, you will be e-mailed your tracking number. You may also track your shipping through our web site, under Order Status. You will need your order confirmation number and your e-mail address exactly as entered when you placed your order. Clicking on the confirmation number will take you directly to that carrier’s site for further delivery information.

  21. Warehouse Locations

    Q: Where will my order ship from, how long will it take to arrive?

    A: We ship from several warehouse distribution centers across the country. Once your order is placed we determine where your parts are located in our system and ship from the closest location. Because of our huge distribution network the average transit time for most orders is usually Three (3) business days. Also, orders with multiple items may ship from different warehouses so your products may arrive on different days.

  22. Your Satisfaction Is Guaranteed

    Q: I have never bought on the Internet before. Do you have some kind of guarantee?

    A: Our exclusive formula products are manufactured under strict processes to ensure purity, consistency, safety and potency. Strong quality management systems are employed in the manufacturing of Hi-Health’s proprietary products starting with obtaining appropriate quality raw materials, and following through with:

    • the establishment of robust operating procedures,
    • the detection and investigation of product quality deviations, and
    • continuous and reliable laboratory testing both during and after the manufacturing process. Click here to learn more>>

    All of our products sold on hihealth.com come with an unconditional 30-day money back guarantee.