Frequently Asked Questions

Logging Into Your Account

Q: What is my Customer ID?
A: Your Customer ID is the number you provide Customer Service for telephone orders. Your Customer ID will appear on any packing slips that are included with your orders.

Q: How do I log in to the website?
A: The login for the website is your email address and the password has been defaulted to your billing zip code unless you chose your own during registration. Please note the password is case sensitive.
 
Q: Why can’t I log in with my email address?
A: We may have a different email address on file for your account. Please contact Customer Service for further assistance.

Q: How do I change my password?
A: Once logged in, click "My Account" and then click "Edit Password and Security."

Q: Why can’t I log in with my password?
A: Please verify the entry of the password information, as this field is case sensitive. If the information has been verified, please use the “Forgot your password” link to receive an email with a new temporary password.

Q: Why can’t I log in with the temporary password that was emailed to me?
A: Please verify the entry of the password information, as this field is case sensitive. You can use the copy and paste function to ensure the information is being entered accurately. Please contact Customer Service if you are still unable to log in.

Setting Up Your Account

Q: How do I change my email address?
A: Once logged in, click the “My Account” link and then click the “Edit My Account” link.

Q: Why am I receiving the message “the email address is already in use" when attempting to create a new account?
A: The email address provided is already associated with an account. Please log in with your email address and password or contact Customer Service for further assistance.

Q: I set up my account on the website but it is showing in pending status, why can’t I place orders?
A: Patients: Your account is in pending status while we verify the practitioner information provided.
Professionals: Your account is in pending status until we have received and reviewed your credentials. Please allow 24-48 hours for your account to be updated. An email confirmation will be sent and a welcome package including our catalog will be mailed once the account is active. 

Ordering Products

Q: Why am I restricted from purchasing some products?
A: Emerson Ecologics distributes products from over 200 different Brands and you must be logged in to receive the appropriate purchasing access.

Q: Why am I restricted from purchasing Designs for Health products?
A: Designs for Health is requiring that all professional customers sign their Customer Agreement before they can purchase their products. Please click here to download the Customer Agreement and then submit the completed form to Emerson Ecologics via fax, email or mail. Your account will be updated within one business day, which will give you the ability to purchase Designs for Health products at that time.

Q: Why am I restricted from purchasing Perque products?
A: Perque is requiring that all professional customers sign their Customer Agreement before they can purchase their products. Please click here to download the Customer Agreement and then submit the completed form to Emerson Ecologics via fax, email or mail. Your account will be updated within one business day, which will give you the ability to purchase Perque products at that time.

Q: Why am I restricted from purchasing Pure Encapsulations products?
A: Pure Encapsulations is requiring that all professional customers sign their Customer Agreement before they can purchase their products. Please click here to download the Customer Agreement and then submit the completed form to Emerson Ecologics via fax, email or mail. Your account will be updated within one business day, which will give you the ability to purchase Pure Encapsulations products at that time.

Q: The product I need has been discontinued. How do I find a substitution?
A: Clicking on the picture of the discontinued product will bring you to a detailed description of the product. Comparable items may be listed at the bottom of the page.

Q: How long does it take to get a special order item?
A: The product should arrive within three weeks of placing the order. In order to process your request, we ask that you commit to purchasing at least one bottle. The shipping and handling fee for the product will be calculated based on the shipping method you request. Please note that special order items are not eligible for return. Special orders must be placed separate from all other orders.

Q: How do I change the quantity of a product once I have added it to my shopping cart?
A: To change the quantity of a product in the shopping cart, you must be in the check-out screen. From this screen, highlight and adjust the number of products being purchased, then click the update button. If you wish to remove and item from the cart, please click the trashcan icon to the left of the quantity box.

Product Quality

Q: What is the Emerson Quality Program (EQP)?
A: Please refer to the Quality Program (EQP) link for validated quality manufacturing, product quality and purity testing. Our Emerson Quality Program EQP partner seal ensures that these Brands meet or exceed our quality benchmarks. We have carefully and comprehensively evaluated our EQP Brand partners and attest that their quality manufacturing represents the best in the industry. 

Heat Sensitive Items

Q: My package arrived and the cold pack isn't frozen. Is the product ok?
A: Yes, the product is fine. We include ice packs to keep the product cool in transit, but thawing over time is natural.

Q: My heat sensitive product is warm. Is it ok?
A: Yes. Heat sensitive products can be exposed to high temperatures over short periods of time, without concern of the heat harming the product. This also includes probiotics. Cold packs are included in these shipments to keep the product at room temperature.

Q: Why do you recommend I ship heat sensitive products overnight?
A: A heat sensitive product shipped via two or three day delivery is not within the manufacturers' shipping standards for this type of product; therefore we cannot guarantee that the product has maintained 100% of its potency.

Q: Why do you state the product is heat sensitive when the bottle says to "store at room temperature"?
A: We state this as the product should maintain room temperature during transit to ensure the quality of the product.

Q: How do I store my heat sensitive product?
A: To maintain maximum potency, you should refrigerate the heat sensitive product as soon as you receive it.

Q: Can I return my heat sensitive product?
A: Heat sensitive items are perishable and therefore non-returnable.

Submitting Your Order

Q: How do I proceed past the shipping address page during checkout?
A: If you are unable to proceed past the shipping address page, please ensure that the shipping address has been selected.  The select option is located at the bottom of the address box.

Q: Why is my credit card not authorizing?
A: If your card is not authorizing, please verify that the billing information, expiration date and verification code of the credit card are entered correctly. You may also choose to re-enter the credit card information including the full account number by clicking the "Edit Credit Card" link. If your card continues to not authorize, please contact your credit card company.

Q: How do I delete a credit card from my account?
A: Once logged in, click the "My Account" link and then click the "My Credit Cards" link. Click the trashcan icon in the upper right hand corner of the box showing the credit card information to delete the credit card.

Q: What is a Key Code?
A: A Key Code is a 6 to 7 digit code made up of letters and numbers which is found on new product pamphlets and product promotion flyers.

Q: Why am I being charged sales tax?
A: Sales tax is applicable to orders shipping into the state of California. If you have a California Resale Certificate, please fax the certificate to 603.218.6780.

Q: I just submitted my order but forgot to add something.  Can I add a product to my order?
A: We are unable to change or cancel your order as it is processed immediately after it is submitted.

Q: Will I be charged a shipping fee when out of stock items ship out?
A: A portion of the applicable shipping fee will be charged with your original order and another portion will be charged when the backordered items ship. The separate shipping fees will not exceed the standard shipping fee of $6.75 or $9.25.
  
Q: Do you ship internationally?
A: Yes, Emerson Ecologics is able to ship orders to most countries. Please be advised that international shipments may also be charged additional fees, duties, and taxes by your country’s Customs agency. Emerson Ecologics is not liable for delays, losses or return shipping charges due to Customs or Import Taxes.

Please also note if the package is refused by Customs, Emerson Ecologics will only be able to issue a refund for the products that are returned to Emerson Ecologics. If Customs will not return the package, Emerson Ecologics is not able to refund the cost of the products. Shipping charges and the cost of the return shipping charges will not be refunded by Emerson Ecologics. Any return charges from your country back to Emerson Ecologics will be charged to your account. 

Returns

Q: Can I return a product?
A: To ensure that every product you receive from Emerson Ecologics is of the highest quality and has been kept under the proper conditions, we do not resell returned items.  Products are eligible for a return credit within 30 days, however are subject to a returns processing fee. Heat sensitive products, perishable and special order items are not eligible for return credit. Please see our complete return policy at www.emersonecologics.com/Shipping.