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frequently asked questions

contact us 1.800.308.3588 or [email protected]

RETAIL & PARTNERS

PLACING AN ORDER

  • Which payment methods do you accept?

    We accept all major credit cards.

  • How do I apply a promo code?

    Promo codes can be applied to your order during checkout, in the Order Summary section. Codes do not apply to discounted Product Club items. Promo codes have expiration dates and you can only use one at a time.

  • Where is the U.S. sales tax collected?

    We collect state sales tax on orders shipped for all 50 states.

  • Can I cancel my order?

    To serve you better, Product Club will begin to process your order immediately after it has been submitted, and we are unable to change or cancel an order once it has been placed. If there is an issue with your order, call us immediately at (800) 308-3588.

  • How can I find the status of my order?

    To check the status of a particular order and view your Order History, sign-in to MY ACCOUNT and select ORDER HISTORY. Please note that the Order History will not be updated until the product(s) have shipped. If you placed an order as a guest, you can find your order status in the Order Confirmation email you received.

    Please note, orders are processed and updated on business days. If your order has not shipped, please check back with us on the following business day to see if your order status has changed. All order updates will still be sent to the email address provided at the time of purchase (order confirmation, shipping confirmation, etc.).

  • Why was my order canceled?

    If you did not request a cancellation, there was a discrepancy with the billing or shipping information provided at the time of purchase, or your order was canceled for your protection, as the payment information provided did not match the payment source. Please makes sure to contact your financial institution to confirm or update your payment details before placing a new order.

  • I need to change my order or change my address. How can I do that?

    Unfortunately, our orders process very quickly once they've been submitted, so we are unable to make changes or cancellations once the order is submitted. If the order has been processed, unfortunately, the order will ship as-is and cannot be modified.

  • I'm having trouble placing my order. Help.

    We apologize for any difficulty you may have had while placing your order. Contact us at [email protected] or call (800) 308-3588, Monday through Friday between the hours of 9 am and 5 pm EST.

  • I never received my order.

    If you placed an order and your package was lost and did not arrive, please contact our customer service team at [email protected] or call (800) 308-3588, Monday through Friday between the hours of 9 am and 5 pm EST. We're happy to help in any way that we can.

  • How do I find out when a product I want is back in stock?

    Our online inventory of products is constantly being updated and replenished. To find out once a product is restocked, please contact us at [email protected] or call (800) 308-3588, Monday through Friday between the hours of 9 am and 5 pm EST. We also suggest that you join “The Club” to find out about new product releases—subscribers are first to know.

  • I recently purchased an item online and now it’s discounted. Can I get the discounted price?

    Pricing on the website is subject to change without notice. Orders placed before promotions are not eligible to receive new promotions or discounts. We reserve the right to cancel any order due to unauthorized, altered, or ineligible use of the offer, and to modify or cancel any promotion due to unforeseen issues.

ORDER STATUS

  • When will my order ship?

    Orders under 10lbs.
    Orders above $89 and under 10lbs., received by noon EST will be processed the same day and shipped 2nd Day Air with no shipping cost. Orders below $89 and under 10 lbs., received by noon EST will be processed the same day and shipped 2nd Day Air with a shipping cost of $7.95. Transit times exclude weekends. Once shipped, orders will arrive within 2 business days. Please allow additional processing and delivery time during holiday periods.

    Orders over 10 lbs.
    Orders above $89 and over 10 lbs., received by noon EST will be processed the same day and shipped UPS Ground with no shipping cost. Orders below $89 and over 10 lbs., received by noon EST will be processed the same day and shipped UPS Ground with a shipping cost of $8.00. Please allow additional processing and delivery time during holiday periods.

    Upon shipping, you will receive an email with your tracking information and estimated delivery date.

    Please note that we do not ship on Saturdays, Sundays or US nationally observed holidays.

SHIPPING

  • Do you offer free shipping?

    Yes, we offer FREE Shipping on all U.S. orders over $89, excluding media. Free shipping is based on your order total after promotional discounts have been applied and before shipping charges, taxes, etc.

    Please note: orders below $89 and under 10 lbs. will ship for $89. Orders below $7.95 and over 10 lbs. will ship for $8.00.

  • Do you ship to PO boxes?

    Sorry, we do not ship to P.O. Boxes.

  • Where do you ship?

    International Orders – Please contact customer service at (800) 308-3588.

returns & exchanges

  • My item arrived damaged, What should I do?

    While we do everything we can to prevent this, sometimes an item can be damaged in transit. If you receive a damaged or defective product, please call customer service at (800) 308-3588 or email our Returns Department at [email protected]. If the product is deemed defective Product Club will replace the product at no additional charge.

  • How do I make a return?

    Purchases made on our website can be returned up to 30-days after delivery. Products must be returned in their original condition. We cannot take returns on any products that have been opened or used or products purchased outside of our 30-day return window. We are also not able to accept exchanges of products at this time. Please note: All Final Sale items cannot be returned.

    To make a return, contact customer service at (800) 308-3588 or email our Returns Department at [email protected] to obtain a Return Merchandise Authorization (“RMA”) number before shipping your product. No returns of any type will be accepted without an RMA number.

    Please note, you are responsible for all shipping and handling charges on returned items. You bear the risk of loss during shipment, so we strongly recommend that you fully insure your return shipment against loss or damage and that you use a carrier that can provide you with proof of delivery for your protection.

    You will receive a refund for only the item(s) returned. Original shipping and handling costs are not refunded on returned items. Your refund will be issued to the original form of payment within 5-7 business days of the notification email sent to you, acknowledging your return has been received and processed.

  • Where do I ship my return to?

    All returns should be mailed to:

    Product Club
    Attention: Returns Processing
    28 Barretts Ave.
    Holtsville, NY 11742

    *For more details please refer to our Terms of Sale

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