Though we cannot touch on all possible Customer Service issues on this page, we try to provide enough information to give you some direction. NZYMES.COM takes great pride in our extremely high levels of Customer Service and Support. We strive to answer all telephone calls immediately, and only fail to do so during the busiest parts of the most busy days, when there are more calls than staff. But then we make every effort to return calls promptly.
FOR CONCERNS OR ISSUES WITH THIS NEW WEBSITE - Please see the section at the bottom of this page.
CUSTOMER SERVICE ISSUES AND HELP
STANDARD OPERATING HOURS / PHONE AVAILABILITY
Along with the 24hr-per-Day website, NZYMES.com is open for Telephone business 'normally' from 9am to 6pm (PST), Monday through Friday, except holidays. Your call, for Sales, Customer Service, or Phone Support will be answered during normal business hours, except when all staff members are tied up on calls during busiest times of day. Should that occur, please leave your message and your call will be returned as promptly as possible. Again, this NEW Website is available 24 hour per day, every day, for placing orders, reviewing past orders, using any of the helpful and informative content, or using the Contact Us option. NOTE: Reviewing past orders only relates to orders processed since this new website began operation - 2/15/2009. Any questions about orders older than that will need to be directed to our Customer Service helpline - 877-816-6500.
ORDERS and ORDER TRACKING
This new site provides a very comprehensive mechanism for viewing and managing your Order History. Whatever your question, you may find the answer by Logging In to your Account by clicking the orange Account button above the Menu bar, or click here - Account. Once there, you can View Previous Orders; and, with the list displayed, you can choose any order (click the Order # or Order Details) to see the original order summary, or even print a copy of the original Invoice. For TRACKING AN ORDER - once the order is displayed that you are inquiring about, you can slide to the bottom to see the Status, which may show Processed, Shipped, or something else.
INTERNATIONAL ORDERS - WARNINGS AND INFO
US ORDERING AND CUSTOMS DUTIES / VALUE ADDED TAXES AND SHIPPING:
Customs and/or VAT charges are NOT included in the PURCHASE and are the responsibility of the customer. If you have any concerns prior to ordering please contact us first. Please be aware that Customs handling can cause delays. We don't normally expect problems with customs or local shipping facilities.
INTERNATIONAL SHIPPING CHOICES:
Express International Mail - is the only choice since it is the only one that provides necessary tracking and guarantees contents. Normal Delivery time is 4 to 7 Days but may take longer. The only 'out of USA' Dealer locations are in CANADA or Singapore; please use our Dealer Locator to see what is available with those 2 choices.
SHIPPING - STATUS, ERRORS, ETC.
Shipped or Not? If curious whether your order is shipped or not, use instructions above (Order Tracking) to find and Track the order of concern. If it has not, or you have other questions about the shipment, you can either correspond using the Help Desk option for that order, the Contact Us page, or call for assistance within the guidelines of our normal hours (listed above).
Shipping Problems - Such as no delivery yet, wrong items received, or missing items. Again, you can use the Help Desk option for that order, or the Contact Us page. However, for fastest resolution, it would be best to contact us by phone (during normal hours) at - 877-816-6500.
Shipping Policies - NZYMES is dedicated to shipping all orders as quickly as possible, and products have never been 'out of stock'. But, here is our basic shipping policy with the two available methods. We have no control over shipping costs that rise year after year.
- UPS ~ This delivery choice SHIPS 'same day' M-F, IF received by 3pm PST. Orders received after that time may go out the next week day. Ground shipping delivery times vary by distance; East Coast shipments will take 7-8 days. If ordering an OVERNIGHT delivery on a Friday - DO NOT expect that package on Saturday, unless you have spoken with us directly. Saturday delivery can only be arranged via telephone contact.
- POSTAL ~ USPS Priority is our normal and prefered shipping method, and only 'pennys' more than the much slower 'Parcel Post' (which offers no tracking). NORMAL delivery time is 2-3 Days. This is NOT guaranteed. ALL USPS orderes 'received by 6pm', M-F, are shipped SAME DAY. No orders are shipped on Saturday or Sunday.
CONCERN OVER RESULTS OR PROGRESS
For PROGRESS or RESULTS issues, that may have you thinking about the RMA process, we urge you to contact us first for a discussion of where you are at. This is especially true for cases involving Yeast Kits and the Cleansing process, as some of these cases can be extra tough and we usually find that there are other complications, or certain portions of the instructions were omitted or not understood as well as necessary; this being a very complex process overall. MORE ON THIS BELOW. You can reach us by phone on these matters, or see this information provided here - Yeast Cleansing Difficulties. For a better understanding on the RMA process, our Guarantee, and these issues, please see our Warranty Page.
PRODUCT GUARANTEE
As mentioned on other pages, our ultimate GOAL is to provide results - which means helping to restore wellness for your pet or yourself, whichever the case may be. BUT, GETTING THOSE RESULTS is not always easy and straight-forward in every case, which is why we offer such comprehensive phone support. We are not worried about refunding your money (Warranty Page), as we do very little of that. What we are concerned about is helping you get the results and better health that is desired. This is why we prefer to talk with customers before they make a commitment to do a Return for Refund. So, in the interest of gaining progress toward better health, PLEASE let us discuss with you about usage parameters or possible complications that may be an issue. Call for Support - 877-816-6500.
- YEAST PROGRAM - PROGRESS CONSIDERATIONS: For Yeast Candida cleansing difficulties (again, referring to that 3-7 month normal cleansing expectation), we have prepared a very comprehensive page to help guide you and provide clarification in order to insure you are on the right track toward SUCCESS, since the complexity of the program often creates confusion. Please carefully review the information provided here - Yeast Cleansing Difficulties
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FRIENDLY SUPPORT AVAILABLE: There may be other health issues you're dealing with, and not sure when and if you should be seeing results. Again, you may want to call for support, or you may first want to review our ARTICLES list to see if there may be some information that can be of aid to you. In any case, taking some time to check out the tremendous amount of information offered within our Articles area can be very educational, and hopefully beneficial in other ways.
WEBSITE PROBLEMS, DIFFICULTIES, OR ERRORS
This new website has been created, over a 1.5 year timeframe, to provide a much richer, more informative and greatly easier to use environment and shopping experience for our customers. However, the complexities involved in such an undertaking are immense, and we cannot - no matter how hard tried - catch ALL the bugs or errors. So, if you see errors or have difficulties - we appologize in advance - and ask that you use our Contact Us page to report any issue you see to our staff. If the issue is "Checkout related" or in need of immediate attention, don't hesitate to call our toll-free number to advise us - 877.816.6500.
Thank you, the NZYMES.COM Staff
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