Frequently Asked Questions about shopping with us

Is it safe to use my credit card?
Sales Tax
How can I pay for my order?
How much will my shipping charges be?
What if I need to return my order?
What about out-of-stock items?
What is your policy on Privacy?
How do I track my order?

Is it safe to use my credit card?

Absolutely. We have taken every precaution to make your transactions secure. Our Internet site is built on the ShopSite & VeriSign system which utilizes industry-standard security measures, including SSL (Secure Sockets Layer). Nevertheless, if you prefer, we also offer you the option of submitting your order by telephone or fax at the numbers below.

All account information submitted to us is safely isolated from unauthorized Internet access.

Sales Tax

Sales tax will ONLY apply to residents of CONNECTICUT, but not to any other US state or the rest of the world. CONNECTICUT residents only pay sales tax on a very limited number of items.

How can I pay for my order?

We accept ALL major credit cards. We also accept checks and money orders. Orders paid by check will be processed as soon as possible. If you are sending a check, please send it to the name and address given below. All amounts must be in U.S. $ Dollars

**Please note: Prices, descriptions, sizes, images, flavors, fragrances, colors, or otherwise detailed product appearances are subject to change without ANY prior notice from us, whatsoever. If a product size you ordered is unavailable, we will try to alert you of the availability of a larger or smaller size for the exact same product. However, by accepting a different size, you hereby agree to a different price as originally charged. 

How much will my shipping charges be?

During the order process, you will be given a list of different shipping methods from which you can pick the one that suits you. Our shipping charges are based solely upon TOTAL ORDER weight, NOT on individual items. The total cost of goods and the cost of shipping are clearly displayed. Did you know you save on shipping charges by ordering more than one item? Shipping costs for a $75 order are almost identical as for a $25 order! Did you know you save money on every purchase? No sales tax! No gasoline!

Generally, we do not charge any additional fees for backordered items. In rare cases, when the cost for shipping your backorder exceeds the price you originally paid, we will charge you a nominal shipping fee. All International orders that contain a backorder will be charged a nominal shipping fee.

Should an order be lost or damaged in shipping, we will open a claim with the shipper, upon your request. MediChest will replace or issue credit for the lost order or damaged item(s)  once the claim has been settled.  Our liability in cases of lost or damaged packages is limited ONLY and SOLELY to the amount of the claim paid and settled by the carrier. Time in transit for most Ground or Priority Mail packages is 2-7 business days. However, UPS Ground and Priority Mail are not guaranteed "on-time" services. 2nd Day Air, and 3 Day Select offered by UPS are guaranteed services and expected to arrive on the 2nd "business" day or the 3rd "business" day, respectively, once the order has been shipped. If the carton arrives later than the specified date provided to you by UPS, you may contact UPS at 1-800-PICK-UPS (742-5877) - Domestic Services 1-800-782-7892 - Intl. Export / Import Services and request a partial refund for your shipping. Medichest is not liable for delays in delivery or carton arrival. Once a package leaves our facility is is the responsibility of the "customer" to be in contact with UPS or The USPS, or other carrier to inquire as to the estimated delivery date and time of said order.

If a package cannot be delivered for any reason other than carrier loss or damage, to the address you provided, or should you refuse the package, you hereby agree to pay for the order in full and waive all rights of chargeback.

What if I need to return my order?

You may return an item in its original, unopened container, for a refund or credit within 10 days of the ship date from our facility. We cannot accept opened containers, whatsoever. After 10 days from the ship date, we cannot accept your return. Any returns sent to us without a Return Authorization number will be refused and returned to you, postage collect, or disposed of by our shipping department. If you wish to make a return, you must  email us to obtain a Return Authorization number. THIS RETURN AUTHORIZATION number "MUST" BE WRITTEN ON THE OUTSIDE OF YOUR RETURN CARTON. IF THE RA# IS "NOT" WRITTEN ON THE OUTSIDE OF THE CARTON, YOUR PACKAGE WILL BE REFUSED AT OUR DOOR. WE CANNOT ACCEPT CARTONS THAT DO NOT HAVE AN RA# WRITTEN ON THE OUTSIDE OF THE CARTON. The only email address you may use for a Return Authorization is: returns@MediChest.com.  We cannot respond to requests made to any other email address.  Returns sent to us will be processed within 25 days of their receipt into our facility. We do not credit for shipping charges, nor do we credit for return shipping charges. If the product sent to you has exceeded it's expiration date (defined as 30 days dating or less when it was shipped to you), you must report this to us within 48 hours after you receive the order. After 48 hours, we cannot accept a return. Please note* Specialized Nutritionals in liquid or powder form generally have 90-120 day dating from the manufacturer. Many of these formulations are made and designed to be used within 2-3 months. MediChest ships "fresh" stock of these type of Nutritionals. We consider a shelf-life, or expiration date of 30 days to be "fresh-stock" product due to their very limited expiration date from the factory. The safety and proper use of these products is guaranteed by their respective manufacturers for up to 30 days past the stamped expiration date. A date code of April, 2007 means the product is valid until April 30, 2007 and guaranteed for freshness until May 30, 2007. If you receive a Specialized Nutritional from us that is stamped or dated to expire in less than 30 days, MediChest will grant a Return Authorization. A 40% RE-STOCKING FEE APPLIES TO ALL RETURNS UNLESS THE PRODUCT WE SENT YOU IS NOT THE SKU NUMBER ON YOUR PACKING SLIP.   

Due to various Federal, State and Local laws, we cannot accept returns on certain products including, but not limited to: Chemicals, Apparel, Surgical Supports, Fragrances, Food, Candy, Cosmetics, Fragrances, Nutritionals, Electronics, certain Specialized Medicals, including ALL Steriles and other products where law prohibits the return and reintroduction to sale of said products. Where products are sold individually, orders of 12 units or greater are considered Special Orders and are non-returnable, without exception. Where products are sold in case packs, orders of 2 or more cases are considered Special Orders and are non-returnable, without exception.  Please observe all return request requirements when requesting a return authorization. If your product cannot be returned, we will advise you via email upon your written request.

*Please note, if you wish to cancel a new order, you MUST do so by writing to us at: Orders@MediChest.com. Sending an email cancellation of your order to any other address will not effectively cancel your order. If you REFUSE your order without notifying us by email to: Orders@MediChest.com, we will accept your refused carton and charge you a 40% re-stocking fee. We do not credit for shipping. If we are charged return shipping from UPS or The Postal Service, we will add these charges to your credit card as well. You may also cancel your order by calling our 24 hour voice mail system at: 203-854-0606. All order cancellations MUST be initiated by you within 2 hours after your order has been placed. Customer is responsible for additional charges associated with an invalid address.

When requesting a Return Authorization, send your email to: returns@medichest.com and provide us with the following details:

1) Your first & last name.

2) Your email address (as used when you placed your order)

3) Your Order number.

4) The reason for your request

5) The exact date you received your order

We cannot process ANY returns that do not include the information as listed above.  

**If you provide us with an address that is incorrect or incomplete and the carrier returns the carton to us, we will refund your purchase price, less a 40% restocking fee. We will not refund your shipping charges. All returns must be accompanied by the packing slip. If using a credit card, refunds will be credited to your account. If paying by check or money order, a refund check will be mailed to you. We will not authorize UPS or The Postal Service to pick-up your product. All returns must be originated by you and sent to us by either UPS or The Postal Service. Please insure all shipments to us for their full replacement value.  

What about out-of-stock items?

If an item you ordered is out of stock, it will be back-ordered automatically. We will send an E-mail advising you of the missing items to confirm the balance of your order. While the product(s) remain on backorder, we will NOT send you reminders or updates. Once the product(s) become available, we will notify you via email that they have been shipped. If you decide not to wait for a backorder, you MUST advise us via email that you wish to cancel the backorder. If you do not cancel a backorder, then we will ship the product(s) upon availability, regardless of time. We will NOT accept returns on backorder shipments that you have not cancelled.  

Manufacturers may choose to discontinue a product or products at any time without notification. In this case, your shipping fees will be adjusted according to our published schedule, and the remainder of your order shipped.

What is your policy on product substitutions?

MediChest does not substitute brand name products for other brands. However, generic 
products may come from any one of several vendors. When you order generic(s), you are
ordering and will receive the active ingredient in the strength and size
indicated on our site from one or more of the manufacturers with which we contract, based
on availability. No specific manufacturer is guaranteed for generic items;
nor are specific formulas beyond the active ingredient and strength. Generic products meet
the U.S. FDA guidelines for "A/B rated" comparisons to those of the Brand name products
as well as each another.

What is your policy on Privacy?

We do not sell, trade, or rent your personal information to others.

How do I track my order?

When you order has been shipped, you will receive an email from UPS or The Postal Service advising you of your tracking number and instructions. If you loose this email, please write to us at orders@MediChest.com, or you can telephone us at 1-203-854-0606. We are available Monday through Friday from 08:30am until 4:30pm. After Hours, you may leave a detailed voice mail message.

Pseudoephedrine based products alert: A new federal law called “Combat Methamphetamine Epidemic Act of 2005” was approved by Congress in March, 2006 that places restrictions and limits on purchases of products containing pseudoephedrine. It is now a violation of that law to purchase more than 7.5 grams of pseudoephedrine in a 30 day period through the mail. Medichest.com and its affiliates are required by federal regulations to report suspicious purchases to the Drug Enforcement Agency division of the United States Department of Justice.

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Please be aware that we have over 32,000 items at MediChest and welcome you to come back and browse for more of your favorite and hard to find Health and Personal Care Products. We very much appreciate your business.