Customer Svc

Ordering

We accept Visa, Master Card, Amex and Discover Card. There are four easy ways to order:

1. Use our convenient Secure Shopping Cart 24 hours per day for credit card orders.
2. Order by phone with your credit card or your check, using our toll-free number, 1-888-742-3404.
3. Call us, or fax your check to us at 1-479-444-6422. NOTE: Checks will take approx. 5-7 days to clear before product is sent.
4. Print a form - mail it in, using your credit card, check, money order.

All items are shipped UPS, USPS or Fed Ex Ground and are usually shipped within 1-3 business days unless an item is on back order or there is a stocking delay.

Most items are drop shipped from the manufacturer of origin. We do our best to ship the products to you in a timely manner.

Shipping Information

• Free Shipping on most items. Free shipping prices are for the Continental US only. Please call for price quote and more information for orders to Alaska, Hawaii and International orders. No COD's.
• All items are shipped UPS, USPS or Fed Ex Ground and are usually shipped within 1-3 business days unless an item is on back order or there is a stocking delay.
• Promolife will add the least expensive but most reliant method of shipping to your order to insure a timely delivery.  We will ship UPS or FEDEX Ground, or USPS Priority. Some restrictions will apply shipping via USPS, therefore we canot guarantee USPS Priority.
• Orders placed after 1PM Central Time will be shipped the next business day. If a product is on backorder or delayed due to other reasons we will contact you with the details.
• Promolife does its best to keep products in stock and to ship your product as soon as possible. Most items are drop shipped from the manufacturer of origin. We do our best to ship the products to you in a timely manner.
• Promolife does not offer or guarantee any Saturday delivery for shipments shipped via Freight Lines or UPS unless customer specifies. An additional charge will be required for all Saturday deliveries.
• If the receiver requires the package to be re-routed to a shipping address other than the original address, any additional charges the shipping company charges Promolife will automatically be charged to the customer. The customer will be notified via email or phone regarding the additional charges. 
  

Localized Taxes

Sales tax will be charged on all orders going to an Arkansas address or if you are a resident of California and the product shipping origin is also in California.
California State Law requires customers to pay local and state sales tax on all products that are manufactured and shipped from a California address to a California address. Promolife cannot be held responsible for paying any additional taxes.

• Credit cards may not be accepted on orders originating out of North America.
• Promolife will email you the extra shipping price that will be charged to you before we ship your item to you.
• All orders shipping to Canada must be aware that the price of the item is in USA DOLLARS. Price does not include shipping, customs, duties, taxes or brokerage fees. If customer refuses to pay these fees upon receipt of the item, we will automatically charge the customers credit card accordingly.
• All shipping prices to any country outside of USA, DO NOT include any customs charges, duty charges or taxes your country may charge you. To find you what your charges may be you will need to contact your local customs office. Promolife is not responsible for these charges.
• The customer will be responsible for all custom duty charges and any local and federal taxes that may be added to the shipment. Customers who decline to pay any custom duty charges will be automatically charged this rate if Customs bills Promolife.
• Customers who refuse shipment on any International orders will be responsible to pay all shipping charges to and from the destination and any custom duty charges that may be charged to Promolife Inc.
• The following shipping fees will be added to the following products bound for Canada: HairMax ($20.00), BioCleanse ($25.00), Oxygen Swing-SM ($25.00)
• The following shipping fees will be added to the following products bound for destinations outside USA, Canada, HI, AK:  BioElectric Shield ($35.00)

Return Policy

If you are not satisfied with your order (*see exceptions below) you may return it within 30 days of receipt of your shipment for a full refund minus shipping and handling charges. We carry many products from many suppliers who have their own restock/refund policy that Promolife must comply with.  *Please read "Non-Returnable Items" & "Restock and Other Miscellaneous Fees" below.

• If you are unsure of the refund policy of a product you wish to purchase, we encourage you to contact us. Please call  1-888-742-3404 or email at info@promolife.com
• Items that are returned more than 30 days after receipt will not be refunded. Items returned within this time frame that are damaged and not in sellable condition will not receive a full refund.
• Promolife will refund the customer
• Promolife offers free shipping on most items, but due to the rising costs of shipping we will deduct the amount it costs us to ship the product to your door.
  You are required to ship the item back at your expense.
• Items returned must not be used and in sellable condition (new condition, no marks, tears, scratches or erasures on the original product and/or retail package) to avoid a restock fee or refusal.
  

Return Authorization Number

Please call for a return authorization number which must be written on the return label or shipping box.  Please do not send back any item unless you call for a return authorization number, at which time we will give you shipping instructions.  Please include the reason for your return with the packing slip.  If you do not have your packing slip, please indicate the reason for your return on a separate piece of paper along with RA#, name, address & phone. Wrap the package securely in its original packaging.  Customer is responsible for loss or damage during shipping returns. We recommend all return packages be insured.  It is highly advised to send the product back via a traceable method such as UPS Ground or Fed Ex Ground.  Please provide Promolife with the tracking number upon shipment.  Promolife is not responsible for lost or damaged items the customer sent back.  Packages sent without the RA number will be refused. Promolife is not responsibe to refund the customer for any expidited (1 day overnight, 2nd day, etc) shipping costs the customer may have choosen to use.

*We will notify you via e-mail of your refund once we have received and processed the returned item. You can expect a refund in the same form of payment originally used for purchase within 30 business days of receipt of your item.

Non-Returnable Items

The following are NON-RETURNABLE:

1. Class 2 (FDA) Medical Devices: Motion Sickness Relief Band: Heart/Fitness Shape Monitors watches, TENS units, BT& Brain Tuner; Infrarex, Ortho-therm, Vector Hair Removal System, Terra Quant Medical Device, Eco ThermoTherapy probes. All Physical Therapy products (Opti-Ice, Pression Compression units, Heating and FIR Pads). These devices are not reselable according to FDA sanitary regulations.
2. Water Dispensers (porcelain, glass & terra cotta) & water filters/purifiers are non-returnable due to FDA sanitary regulations which prohibits the reselling of an item once used with water. If a water filter/dispenser is still in its sealed wrapper, it can be returned within 30 days of purchase.  Exception:  Oxygen Water coolers are subject to a 15% restock fee on returns.
3. Oxygen products including: Oxia, Oxygen concentrators and accessories and Ozone therapy equipment. Due to FDA sanitary regulations.
4. Nutritional food supplements if the safety wrap and seal are broken.
5. All Saunas, Far Infrared saunas, Sauna accessories, Steam Saunas and FIR Sauna Kits. A 5% cancellation fee will be charged on sauna orders if the payment has already been processed and the sauna has not yet shipped.
6. Cimatec (Airscreen) filters and replacement filters are non-returnable due to custom cut sizes.
7. Snugfleece Wool Products if used.
8. Any special order products that Promolife does not list on its website or catalog.
9. All discount and closeout products.
10. All water test kits.
11. Bio Cleanse and Cygnus Foot bath replaceable accessories once they have been used.
12. Full Spectrum Fluorescent Bulbs: 30 pack case is NON-RETURNABLE
13. All Ozone glassware and Ozone Olive Oil.
14. All Oxygen Tank and Oxygen Regulators.
15. Ting-Ting is not returnable because of sanitary reasons. 
16. Spa Equipment - Multi Sensory, Vichy Showers.
    

Restock and Other Miscellaneous Fees

The following miscellaneous fees apply to the following products:

1. A 15% restock fee for items returned within 30 days of receipt applies to the following products: professional tools used directly on the body such as Massagers, Lymphstar Pro, Infrasound/tonic, SoniCalm, BioElectric & MegaChi Pendant, Air Conditioners (Friedrich and Portable), Evaporative air coolers, Humidifiers, DeHumidifers.  Exception:  TDP Lamps must be returned within 15 days.
2. Sunlamps and Dr. Kern Beauty Skin Light Therapy Lamps returned within 20 days from receipt will have a 15% restock fee (bulb replacement fee).
3. FIR heating pads: Thermotex have a $35% restock fee. Moist FIR Heat Blanket has a $20.00 cleaning/restock fee.
4. A 15% restock on all Magnetic Therapy pads. 
5. Polychromatic PainX, WARP 10 and all (LED) pain relief units have a 10% restock fee if send back within 10 days of receipt. No returns after 10 days. Deep Penetrating Light Therapy: full refund if returned within 10 days of purchase. After 10 days, a 25% restock fee applies. No returns after 30 days of purchase. Shipping charges not returned.
6. HairMax Laser Comb - Compact - 12 week and 18% restock fee minus shipping costs. Premimum - 20 week and 18% restock fee minus shipping costs.
7. Energy Wellness PRO Frequency (RIFE) machine has a $150.00 restock fee if returned with 30 days of purchase. No returns after 30 days of purchase.
8. Cooling Vest/Heat Shield garments are returnable minus a 10% restock fee and less shipping.
9. Air purifiers are returnable within 30 days of purchase. They must be cleaned and in resellable condition or a $25.00 cleaning fee will be charged.
10. All Tankless hot water heaters have a minimum 20% restock fee. If the unit is used, an additional cost to refurbish the unit will be added. Returned units cannot be sold as NEW by law. There will be no exceptions to this return policy on electric or gas tankless water heaters
11. Pest Repellents: NOTE: Results may vary. Most people report good to excellent results. Since conditions in the home may reduce or even eliminate effectiveness, there is no sure way to guarantee these devices 100%. We honor a 30 day money back guarantee if you are not satisfied with the results.
12. Suncloud FIR Heater - 10 day from receipt of unit money back return if not satisfied. Customer must return at their own cost.
13. Oxygen Water coolers are subject to a 20% restock fee on returns within 30 days. No returns after 30 days.
14. Bio Cleanse Ionic Foot bath:  For the PRO model $200.00 and the PER model $100.00 restock fee if returned within 20 days of receipt. Lenson carries a 30 day, $100.00 restock fee. 
15. Bio-Mat FIR Heating Pads and Rejuvenia Facial System have the following return policy:
    1 to 7 days from the day you receive the unit:  Full Refund less shipping costs
    8-14 days from the day you receive the unit: 70% of the total, less shipping costs
    15-30 days from the day you receive the unit: 50% of the total, less shipping cost.
    You are required to return the unit at your cost.
16. Full Spectrum Fluorescent Bulbs: 30 pack case is NON-RETURNABLE. 4 Pack case has a 25% restock fee, less shipping
17. Medical Ozone Equipment: Z5000 and ASP250 Ozone generator have a 15 day, $50.00 clean and re-calibration fee.
18. Water Purifiers: Water purifiers are non-returnable if used. If not used and you purchased the incorrect unit, you can return for an exchange. Water purifiers fall into the FDA sanitation rule that they cannot be resold.
19. Sunlawn Mowers: Not returnable if used. If not used a 20% restock fee if returned within 20 days from day of receipt. All shipping costs to the customer is not refundable.
20. Adobe Air replacement parts: Not returnable if you decide not to keep. If you were sent the wrong part, it will be replaced free of charge. If you provided us with the wrong part number there will be a 25% restock fee, minus shipping fees.

 Pay Pal Orders
All orders placed via Pay Pal that are canceled will be charged the fee Pay Pal charges us to receive the transaction which is approx. 5%.

There is a 5% restock fee on items that are refused when delivered or canceled after the item is ordered and/or shipped, or if you provide an incorrect shipping address.  There is also a 5% added fee if you wish to for us to use a different credit card after the original credit card you provided has been charged. In addition, all shipping charges to and from your location will be deducted from your refund.  These fees also apply to all "free shipping" orders.

If a product is lost and the item(s) is shown as "delivered" to the recipients address by the shipping company (UPS, USPS, FedEx) and the recipient requests a refund and no longer wants the product, an investigation into what happened to the product will be required and settled before a refund can be issued to the recipient. If the customer still wishes to receive the product, a replacement product will be sent immediately.

If a freight delivery is lost or delayed the customer agrees to wait for the delay or receive a replacement unit. This pertains to large items such as FIR saunas, Compost Toilets, etc.

If a large shipment is shipped via Freight and you schedule a delivery date but are not available or not not capable of accepting the shipment for any reason, the shipping company will charge us a re-delivery charge. This re-delivery charge will be the receivers responsibility and Promolife will be authorized to charge this amount to your account (credit card, purchase order, etc).
If the freight delivery has arrived and the customer is not available for delivery, it is the customers (receivers) responsibility to pay any storage costs charged by the delivery company. If the customer does not wish to pay this fee the shipment will be shipped back to to the shipper and the customer will be responsible for all roundtrip shipping costs and any restock fees. 

Damaged or Defective Items

• Any product received damaged will be promptly replaced or repaired at no cost to the customer if we are notified within 10 days from date of receipt. Shipping companies will not insure or allow us to place claims for damaged products after this period of time. It is your responsibility to immediately check your item for damage upon receiving. Any inquiry after 10 days will eliminate the customer/recipiant any refund or free replacement of the product. If the customer wishes a replacement after 10 days, the customer will be responsible for the entire cost of the replacement item and any additional shipping costs.
• Items that you receive that are defective due to factory fault will be promptly exchanged or repaired by the manufacturer or a part will be sent and installed by the customer.
• Please note that if you wish to exchange items that are not defective or damaged a processing fee or shipping fee will apply.
• The customer is responsible for return postage on all returns unless defective (beyond repair) or damaged. If damaged or defective and the customer wishes to return with NO replacement or repair, the customer must pay for shipping, handling and packaging charges. Promolife and/or the manufacturer will within reason attempt to fully repair or replace the item. Customer cooperation is necessary.