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FAQs

1.
Where can I find information on ordering, your company policies,
and so on?
Information on placing orders, and all our policies, is available at
Order Info. That page can be reached from the menu on our top banner, appearing on every one of our pages. There you can also reach:

• Full information (all about us) on our Company page,
Contact information and business hours on our Contact page,
Information about partnering with us, as a distributor (how to set up a    wholesale account) on our Distributors page, or as a supplier to us, on
   our Suppliers page,
Or see the current contents of your shopping cart on the View Cart page.
2.
How can I return a product to ib3health.com?
You must get a return authorization number from us. Go to the Returns Policy page for complete instructions and the form which allows you to proceed to ship the product back to us. Important: do not try to ship an item to us without prior authorization.
3.
Who should pay the shipping charge for returned product ?
We offer a 30-day money back guarantee policy, as well as a 12 month warranty against factory defects. Please note that shipping charges are not refundable, and a 10% handling charge will be applied on ALL returned merchandise and canceled orders.

If you wish to return a product you must call or e-mail us for a Return Authorization Number first. Please be certain that returned merchandise is in its original condition as well as in its original carton.

Shipping charges will be deducted from the original price on all shipping-included items returned. Some products like books, software, compact disks and tapes are not returnable unless an obvious factory defect is detected in the product.
For more details, go to the Returns Policy page.
4.
How much does shipping cost ?
Orders are usually shipped via regular postal mail which is the least expensive way.
Other alternatives such as UPS are also available upon client's request.
For your information, a minimum 11.95 USD shipping charge
usually applies within USA/CANADA.
For more details, go to the Shipping/Handling Policy page.
5. What do you mean by "the contiguous USA"?
On our shopping cart, we show shipping charges that are for "the contiguous USA and Canada only." This means all the continental states and territories that are connected. Alaska is part of the "continental USA" but is not "contiguous" with other states. Hawaii, Puerto Rico, Guam and US Virgin Islands are not part of the "continental" USA. So shipping charges shown do not necessarily apply for Alaska, Hawaii and Puerto Rico. Shipping charges for these parts of the USA, and for foreign countries, will be confirmed by email.
6.
What are different ways I can pay for my order?
- Visa
- Master Card
- American Express (USD are converted at current bank exchange rate. See note on conversion on the Payment Terms page. )
- Money Order
- T/T
- Personal Cheques, subject to approval.
- Cheques Returned Unpaid are subject to a US$20.00 processing fee.
- Company Cheques, Cheques Returned Unpaid are subject to a US$20.00 processing fee.
- For more details, go to the Payment Terms page.
7.
How long after placing my order with ib3health.com will the
merchandise ship?

For regular orders, all items in stock will be shipped same business weekday after processing.

If a product runs out of stock, we will give you the option to either wait a short period until the item is available, or offer you to adjust your order. Regarding any back order or adjustment, we will contact you by email or telephone in order to confirm your request.

Our intention is to provide the best service to you before and after the sale. If you need to contact us you may call us at 1-604-685-1871.
8.
After I place an order, when will my credit card be charged?
When the order is shipped.
9.
How do I obtain a tracking number for my order?
Once your order has been shipped, an invoice with the tracking number will immediately be emailed to the mailbox that you provided during the ordering process.
10.
Does ib3health.com offer international shipping?
We accept orders for delivery worldwide. But for some countries, special considerations may make you reconsider if you want to place an order. If you are outside North America and thinking of placing an order, please see details of international orders policy on the International Orders
Help page.
11.

Why are some products flagged "NOT FOR USA," "Not for Sale in USA," "Not Available for Sales in Canada," "Not USA/Canada," "or "Not for USA & CA"?
Some of our products are flagged "Not for USA" because due to certain regulations the particular product cannot be sold in the USA.
Other products may be flagged "Not USA/Canada" as a warning to our customers, because they operate at 220 Volts, and would not work on normal US or Canadian electrical circuits (see next topic).
For Medical Devices "not for sales in Canada," the main reason is that the product is not licensed under Canadian law and regulations.

12.
How can I be sure an electrical product I order will work in my country?
All the electrical products we sell are available for North American use, running at 110 Volts. Unless otherwise specified, our products are 110 Volt models. On some of our products, we have alternate models available, for use in countries where the current is 220 Volts. If you are ordering for use on 220 Volt circuits, please be sure that your order specifies 220 Volts.
13.
Why do I need a prescription to buy some products? Is it needed for all countries?
You only need a prescription to buy a product when it is stated about that particular product, and only for the country indicated. For example, sales of TENS devices in Canada require no prescription, but the U.S. Food and Drug Administration requires a prescription for the sale of electrotherapy devices to individuals in the U.S.

14.
If I order more than one product, do I have to pay for shipping on each
of the items?

Multiple-item shipping is usually less than the sum of single-item shipping charges. We calculate shipping and handling costs by shipment. Your orders can come in one shipment or multiple shipments, depending on your request and the size of the items. Generally, it costs less to have your order come in one shipment; however, this may cause delays if your products are back-ordered at the time you order them. For more information on multiple-item purchases, see our Shipping and Handling Policy.
15.
Can you re-route my package?
We do not re-route any packages once the package is in transit, but accept adjustments about address information before shipment. If you have an adjustment, please contact us by email, telephone or fax as soon as possible.
16.
Will my credit card information be secure?
Yes. Purchasing with your credit card at ib3health.com is safe because we use technology that encrypts your information while you shop on our site. Your credit card information remains secure and unreadable as it travels to our server.
How you can tell:
When you shop using our On-line Shopping Cart feature, as soon as you click on "Checkout", you are transferred to our secure URL for your shopping transaction. Notice that the URL begins with "https" (which stands for Hypertext Transfer Protocol over Secure Socket Layer"), and you will see the security symbol, a small yellow icon of a padlock, locked, at the bottom of the screen in some browsers, and at the top (by the web address) in others.
17.
Will my personal information be secure?
Yes. Please see our Privacy and Security Policy page.
18.
Is there a charge for cancelled orders?
If an order has not yet been shipped, there is no charge for cancellation. Once an order has been shipped, our Returns Policy applies.
19.
If I return a product how long will I wait for a refund?
Usually allow 5 to 7 working days for a refund to appear on the statement.
20.
What is meant by "reconditioned" or “recertified” products?
A full explanation is given at our page on Reconditioned Products.
21.
How can I make my comments / satisfaction / concerns known to ib3health.com?
We want to hear about your experience dealing with us. Please use the Customer Satisfaction Feedback form.
 
 
 
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