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Frequently Asked Questions

I have purchased an eBook or product that comes with a downloadable file, how can I access my e-book / downloadable file?

If you have an account with our Natural Health Shop, you will be able to access a purchased download from the Downloads section of your Account area.

Click here for a screenshot of when the Download is available
Click here for a screenshot of when the Download is not available.

If you do not have an account, please e-mail customer service via our contact form. In your e-mail, please mention your order number. Once we are able to verify your purchase, we will provide you with instructions on how to access your purchased file(s).

PLEASE NOTE that purchased downloadable files are available in the Downloads area of your account; these purchased downloadable files will be accessible to you for 40 days from their dates of purchase, after which time the files will no longer be available for download. We require one working day to verify payments for your downloads. Once you are able to access your downloads, we recommend you save a copy of the file on your computer for reading at leisure.

PLEASE NOTE that these eBooks or Downloads are in the PDF file format which requires that you have the free Adobe Acrobat or similar application which opens PDF documents. If you do not have a PDF reader application,we suggest you download Acrobat Reader from the Adobe site.

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How much does shipping cost for these recommended health products?

You can calculate shipping and handling costs for whichever products you would like to order by entering your postal information into our shopping cart. As you go through the checkout process, you will see a shipping quote based on your shipping address and size of order. Using our shopping cart to determine S&H costs will not result in the order being shipped out to you. We only ship orders that we receive payment for. Please note that if we ship your order to you and it is returned to us because you changed your mind, or because you are outside of the United States and you did not pay for taxes or duty to the carrier, while we can process a refund for items that are received back at our warehouse in new and unopened condition, said refund will be minus the shipping and handling charges from the carrier and our warehouse, even if you qualified for "free shipping" in the lower 48 states, as we are effectively absorbing the shipping the cost in such cases.

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How do you calculate your shipping and handling costs?

We use a shipping table of fees based on cost to ship via FedEx in the United States and DHL elsewhere. On rare occasions, where it's best for the client, we will ship via USPS.

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What can I do if I am having a problem with my username?

Please note that your username is one that you have created in the past when you have used our shopping cart, if you created one. Your e-mail address is not automatically your username; it is your username only if you have made it your username in the past during the checkout process.

If you cannot remember your username, please use the Forgot Username Password? page to reset your password, or use our contact form to send us a message to this effect, and please include your full first and last name; we will try to locate your username in our records and send it to you via e-mail.

An alternative is to go through the checkout process without using a username or logging in. Simply fill out your billing and shipping information and go through the checkout process without creating a username, and your order should be processed without any difficulty.

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Do I have to create an account to buy from you? What are the benefits of creating an account on your site?

You do not need to create an account with us to make a purchase.

Creating an account is useful when you will be buying frequently. Having an account with us means that you won't have to enter your shipping details every time you make a purchase. You can simply log in to your account at checkout and the system will use the shipping details stored in your account, thus, saving you time. When you have an account with us you can also view a history of orders that you placed with us.

Keeping an account also helps when you purchase Downloadable products as you can directly access the downloads from the Downloads area on your account page.

You can now also track your order via the Order History area on your Account page, your past orders will be listed here. Please click the 'View' link to see details of the order; tracking information will be displayed under the 'Shipping details' tab. Please note that tracking information is updated when it is made available to us, usually with 2-3 days of placing an order.

The benefits to creating an account with us are:
- View order status and history.
- View tracking information (new!).
- Have instant access to purchased downloadable products.
- Faster shop checkout, just enter your login information next time you come by.
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What if the cart will not allow me to go past a certain point?

If you are having trouble with ordering, we would like you to note down as much detail as you can about the problem, its location and the operating system and browser you were using at that time. If you created a customer online account with our shop, it would be a good idea to include your login id in your email to us. Please use the contact us page to send us these details and we will get back to you with possible solutions.

If this is not a convenient solution for you, please feel free to use our order-by-phone system.

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How do I pay for my order? What payment methods do you accept?

Be sure to follow each step of the checkout process on our shopping cart. You will come to a box that will ask you to select a payment method. Select credit card or paypal and continue with the checkout process.

Payments can be made online securely using Credit Cards or PayPal. These are the quickest ways to make a payment. You may also use our order-by-phone system to place an order on the phone.
We also accept payments via Check or Money Order, please read the FAQ answer for "Can I order by mail?".

We accept the following payment methods:
- Credit Card (Visa, MasterCard, American Express, Discover)
- PayPal
- Check/Money Order
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Do you accept American Express Credit Cards?

Yes, we allow payments by American Express and Discover credit cards as well as Visa and Mastercard cards.
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What is the CVV2 number being asked for on the payment page?

The CVV is a 3 or 4 digit code embossed or imprinted on the reverse side of Visa, Mastercard and Discover cards and on the front of American Express cards (see screenshots below). The CVV code adds assurance that the consumer placing the order has access or physical possession of the credit card itself in order to use the CVV code; CVV is an important layer of security.

Click here for a sample CVV code on Visa, Mastercard, Discover and American Express credit cards

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Can I pay by mail (check/money order)?

Yes, you can send a check or money order. When you get to our shopping cart, go through the checkout process and select "paypal" when you are asked to choose a payment method. Go to the end of the checkout process until you see an order number, as well as a final total, including shipping. You can ignore the request at that point to go to paypal to pay for your order. Instead, send your check or money order to: Dr. Ben Kim, 1515 Rebecca Street P.O. Box 60028, Oakville, ON L6L 6R4, Canada.

All our prices are in US dollars since all of our products are manufactured in the United States, so please make sure that your check or money order is in US dollars.
If you choose to send a money order, please be sure that it is not a United States Postal Office money order that can only be cashed in the States.

We highly recommend that you pay online through our secure server (using your credit card) or through paypal, as this is the fastest and most secure way of processing your order and getting it shipped out to you as soon as possible.

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Can I place an order over the phone?

Please use our phone number to place your order via telephone.
You can get the details on how to do this here Order By Phone

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I've just paid for my order by credit card but I'd like to make changes to the order, what do I do?

Please contact us as soon as possible; if we can catch your order to make necessary changes, we will. Otherwise, we will work with you to fulfill your wishes.

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What is your refund policy?

Because we recommend only the highest quality products that we know of and have a modest profit margin to help support this Web site and our work, we cannot offer refunds on any products that are not in new condition unless otherwise noted in the product description area of the product in question.

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If I live outside of the United States, do I have to pay a customs tax or duty when I receive my package?

We cannot say for sure. We have found that the application of a customs tax or duty on packages sent to locations outside of the United States is a highly unpredictable event. Sometimes it is charged, sometimes it is not charged. Even our local Canadian post office tells us that they have no idea why this process is unpredictable. For packages that we have ordered for our own family over the years, we would guess that it's been about 50/50 - half of the time we've paid a customs tax, and half of the time we haven't.

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Why is it more expensive to ship to Canada than to the States when you are located in Canada?

It is more expensive to ship to Canada than to the States because our recommended health products are made and shipped from the States. My family pays the same shipping and handling costs that everyone else in Canada does.

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How can I preserve the shelf life of these nutritional products?

You can preserve the products by taking care to not introduce any moisture in the contents of the bottle. You must take special care to not use any wet utensils in the bottles.

All of our products can be stored in the refrigerator to maximally preserve nutritional value.

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Can I buy these products elsewhere?

You can find Carlson cod liver oil at many different health food stores across the world and on numerous Web sites.

The rest of our products are made for and available only through our Web site.

Because this Web site is maintained by our family, we are able to minimize our overhead costs and provide the most reasonable prices available. Any profits that are generated from sales of our recommended health products go towards supporting this Web site and our work. We greatly appreciate everyone who supports our work.

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I am located outside the US and am having trouble with the 'State' field, what can I do?

The problem could be rectified by first editing your shipping and billing details by going to your account page and entering the correct data here, then submitting the updated data for our records.
Please retry checking out your order now, and if you still have trouble with ordering, do drop us a mail at our contact us page mentioning the 'State' you'd like to use, if any, and we will update our records at our end. This problem is caused by one of our shopping cart versions which didn't correctly handle States outside the US, while a fix has been made now, earlier records need to be updated, we apologize for the inconvenience.

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How long will it take for me to get my package in Canada?

Orders to Canada take approximately 3-5 business days to arrive. Your package will ship out within 1-2 business days from our warehouse in Phoenix, Arizona.

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Do you ship to APO/FPO addresses?

Yes, we can ship to APO/FPO addresses. Because our cart does not recognize APO addresses, this is how to complete your order:
Please use an address in the United States for the billing and shipping information sections.
Then, in the order comments section, please give us instructions on where to send your package i.e. your APO address.

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How can I track my package?

You can track your order via the Order History area on your Account page, your past orders will be listed here. Please click the 'View' link to see details of the order; tracking information will be displayed under the 'Shipping details' tab. Please note that tracking information is updated when it is made available to us, usually with 2-3 days of placing an order.

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Is my ordering/shopping/payment secure on your site?

We take every precaution to protect our visitors' information. When sensitive information is submitted via our secure, private, dedicated server, your information is protected both online and off-line. All personal information that is transmitted by our shopping cart is encrypted and protected.

Our entire shopping cart is protected by 128 SSL encryption; on every page of this cart, the lock icon near or within the address (url) bar of Web browsers such as Google Chrome, Safari, Microsoft Internet Explorer or Edge, and Mozilla Firefox becomes locked, as opposed to un-locked, or open, when you are just "surfing."

All financial transactions occur in real-time via communication between our secure, private, dedicated server, and the secure, private, and dedicated servers at Braintree or via the secure PayPal gateway for PayPal payments.

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Can I order by email?

Yes, you can.
If you are having trouble ordering online, you could email us your shipping address and your phone number along with the items you would like, we can process the order manually and send you an invoice via paypal, which you can use to pay via credit card. Please use our contact form to send a request in.

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What currencies do you accept? Are the prices quoted in US or Canadian dollars?

We only accept US dollars at this time.
All our product quotes are in US dollars.

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Frequently Asked Questions

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