Customer Service

Reading Time: 5 minutes

Shipping and handling

Please note that we ship Monday through Friday, excluding US Government holidays.

Our lowest cost shipping option within the 50 United States and US territories is our standard shipping of $4.00. Your package will be shipped at this rate regardless of size or dollar amount ordered. When you select our standard shipping option, your package will be sent via UPS Ground or US Postal Service Priority Mail Delivery Confirmation (if your shipping address is a US PO Box # – UPS does not deliver to PO Box addresses).

UPS Standard Ground Shipments generally take 2-10 business days for delivery depending on the destination.  UPS does not include the day the order ships, nor weekends or government holidays as shipping days.

For an additional charge, you may request an expedited shipping method.  We currently have UPS: 3rd Day, 2nd Day, and 1 Day Air.

Orders shipped to P.O. Boxes, Alaska, Hawaii, Puerto Rico and the US Virgin Islands are sent via US Postal Service Priority Mail.

Please note: US Postal Service packages do not require a delivery confirmation signature.

If your order is placed before 12:00 noon weekdays, your order will begin being processed.

All orders typically take 1-2 business days to process. We do not have online inventory at this time. Items in stock are automatically shipped out after the order is processed.

If your address cannot be verified by our address verification system, your order may be delayed while we contact you to confirm the address.  Any discrepancies with Apt.#’s, ZIP code, street name spelling, city name/ZIP code will cause a delay in the processing of your order.  Providing us with a phone number will speed up any contacting that we have to do.  We ask that you provide us with accurate contact information so that you may receive your order as quickly as possible.

We will notify you if there is a complication with your credit card.

Please note that we will not disclose any sensitive personal information in a voicemail message that we may have to leave about your order.

Cancellations, Refunds & Changes to Your Order

If in the event that you need to cancel your order, change your order or request a refund, please follow these steps. You have two options:

Option 1 – Log in to your account at http://www.michaelshealth.com/customer/account/login/. When you are on “My Account Dashboard” page, click on the “Help Desk” link on the left column navigation options. Fill out the “create a new ticket” form and choose “problem with my order” under the “Department” choices. In your message, please include your order number, and the reason for your request. We will contact you either via email or phone, depending on the complexity of your request, and resolve your inquiry as promptly as possible.

Option 2 – Send an email through our contact form. In your message, please include your order number, telephone number and the reason for your request. We will contact you either via email or phone, depending on the complexity of your request, and resolve your inquiry as promptly as possible.

If your order status is “Pending“, which you can find in the “My Account” area of our website after you log in, your credit card has not been charged yet. If your order status is “Pending“, we will most likely be able to make changes or cancellations before a refund is required. If your order status is “Processing”, you credit card has already been charged but your items have not yet shipped. In this case, we will try to make the proper changes to your order before shipment, or cancel shipment all together, refund your entire order and recharge your card with the correct amount, if applicable.

Back ordered products

Very rarely, we may be out of a product.  We will charge you for and ship only those items that we have in stock.  We will then let you know the Estimated Time of Arrival (ETA) of out of stock items, usually we will email you.  Unless you let us know to ship the out of stock items as soon as we have them available, you will be contacted when the item is again in stock.  Please note that ETAs are usually fairly accurate but unforeseen delays can occur.

We do not ship to international addresses at this time nor do we ship to APO and FPO addresses which require a customs declaration.

Order Delivery & Backorders      

Our goal is to ship your order immediately and completely. All orders are processed within 24-48 hrs and email notification will be sent regarding backorders. You will be contacted by email if the item has become discontinued or is out of stock long term.  You may contact us to cancel a backordered item at any time.

Any order placed on a weekend (Friday 5:30 pm to Monday 8:30 am) will be processed on Monday (or the next business day).

Once an order is in ‘Processing’ status it cannot be cancelled. This includes any order which has already been shipped, or ‘Shipping’.

After receiving a shipment, please check all contents against the packing slip before discarding box and packing material.

In the event a shipment does not arrive, we need to be notified. In some instances the customer may be required to sign for a package, this is solely at the discretion of the shipping company.

Customers are only charged one shipping charge and will not be charged additional shipping to send out backordered items. If a package is returned after 3 delivery attempts, returned due to an incorrect/incomplete address, or refused at delivery, you will be refunded for the total amount of the order less shipping and less a re-stocking fee of 15% of the total order amount.

Order Status & Tracking

You will be sent confirmation of your online order within 24 hours of receipt of your order. If you do not receive an email confirmation please call our Customer Service Department or send an email to staff@michaelshealth.com

Privacy & Security

Michael’s Naturopathic Programs does not sell or rent user information, including email addresses or cookie data, to anyone.

Viewing Orders

All of your orders can be viewed in the “My Account” area after logging in. After logging in with the correct email and password, you will be directed to the “My Account Dashboard” page. There you will see your most recent orders listed. If the order you are trying to view is older than those in the dashboard, there is a “view all” link at the bottom of the list that you can click on to view more. There is also a tab on the left side named “My Orders” that you can select to view your entire order history.

Updating Account Information

All of your account information can be viewed in the “My Account” area after logging in. After logging in with the correct email and password, you will be directed to the “My Account Dashboard” page. There you will see your Contact information, billing and shipping addresses, orders, and newsletter subscriptions. All of these items can be edited by clicking on the corresponding “edit your information” links at the bottom of the respective sections. You can also go to each individual section by clicking on the tab on the left side of the page.