Frequently Asked Questions (FAQ)
Product
Cannot find a product you want?
If you are interested in a product that does not appear in our catalogue, please feel free to reach out to us through our contact form.
Where are Certificates of Analysis located?
Below the product image, you can click the tab that says “Lab Analysis”, which will provide a list of our current and historical certificate of analysis documents organized by batch number. The batch number associated with your order will be present on the packing slip present in the package upon receipt. For more information, please contact us via our contact page or by reaching out to [email protected].
Account
How do I reset my password?
How do I initiate the verification process to validate my account?
Visit our contact us page and, in the Topic drop-down box, select “Account verification request”. Fill out and submit the associated forms and we will be in contact with you regarding the submitted information via [email protected].
Orders
Do you have a return policy?
We offer a generous, no-questions-asked 30-Day Money Back Guarantee for all products purchased from our website, the details of which can be found on our shipping & returns policy page.
For any questions not covered specifically by this policy or any other information please reach out to us at [email protected].
How can I check the status of my order?
If the order was made as a guest and you are logged out, you can select the order status link from the top-right hand section of the website. This will take you to a page where you can enter the Order ID associated with the order and the billing email used during checkout when the order was processed. This will lead you to a page which displays the current status of your order. Alternatively, if you experience issues determining the status of orders made as a guest, you can reach out to [email protected] from the billing email associated with the purchase and provide the Order ID to our customer support staff, who will then provide the order status to you in a reply.
If the order was made while logged in:
- For desktop users, please ensure you are logged into the account under which the order was made, and mouse over the User Icon in the top-right hand corner of the webpage. From the menu which appears, select “Orders” to be redirected to a page which lists any pending or previous orders placed under the account, along with associated details including the order status.
- For mobile users, please ensure you are logged into the account under which the order was made and tap the User Icon in the top-right hand corner of the webpage. From the menu which appears, select “Orders” to be redirected to a page which lists any pending or previous orders placed under the account, along with associated details including the order status.
Payments
What payment methods do you offer?
All our payment processors are safe and secure and we do not store your financial information on our servers in compliance with PCI DSS standards. We currently offer a variety of payment methods to ensure you have multiple options suitable to your circumstances:
IDEMPay [Debit or Credit]
What is IDEM Pay?
We partner with IDEM Pay to provide you with a convenient and secure checkout method. IDEM Pay is a payment processing service provided by the IDEM Club (visit http://www.idem-club.com/about for more information and contact details) which provides E-Commerce businesses with a way to conduct transactions by credit or debit card that would otherwise need to be completed via an ACH/SWIFT transfer or alternative payment method.
This payment method is identical to a typical credit card transaction processed through similar payment processors such as Stripe, so you may rest assured that the transaction will process normally. You may follow the prompts to complete your checkout conveniently and quickly, but the following is provided to clarify how IDEM Pay works.
How does it work?
By using this option, you will be redirected to a subsequent, secure page where you will be able to enter your payment information.
Payment is provided to the IDEM Club by you for an equivalent number of “IDEM Tokens”. These are then automatically paid out to our company, and the successful payment is associated with your order via their integration into our website. The order is then complete and will begin processing immediately.
Do I need to do anything different from a standard credit card purchase?
Not at all! IDEM Pay proceeds exactly the same as a typical credit card transaction.
Use of IDEM Pay requires registration of an account with a third party; this process is completed automatically when selecting this option and clicking the “Place order” button below to provide you with an account linked to our storefront through which you can immediately make the payment. You will receive an email at the address associated with this order or your account (if logged in) containing your account details; please refer to this email for further information after you have been registered with IDEM Pay.
How will this appear on my bank statements?
The corresponding charge on your card will be the same as that shown in your cart when you checkout; the merchant confers a service fee of 7% for providing this service, which is reflected in the price shown at checkout, but please keep that in mind when examining your records. The name of the charge that will post may potentially be confusing, as it will not typically include our company name when using this method, but will instead be denoted either as “idem” or “IDEMCLUB8002827138”. If you have any questions regarding the charges on your card as a result of your purchase, please feel free to reach out to [email protected] for assistance.
Why are regular credit / debit card transactions not available
Certain restrictions in the banking industry prevent us from working with traditional payment processors like Stripe, Apple Pay, Amazon Pay, and similar services. These options allow us to provide you with an equivalent, secure service that allows you to avoid the hassle of other, less-convenient payment options. Please see our <FAQ regarding why we can’t currently offer Apple Pay, Paypal or similar payment options> for more information.
SnappyPay [Zelle / Interac E-Transfer]
What is Snappy pay?
Snappy pay is a convenient way to pay with zelle or your banking application of choice. The majority of banks and credit unions support this payment method. We use this method in order to accept payments from zelle.
How do I pay with Snappypay [Zelle]?
Simply scan the QR code and follow the simple instructions on how to send payment. Can be done with zelle or any banking application that supports zelle. Over 80% of banks and credit unions support zelle.
Coinbase [Bitcoin or other cryptocurrencies]
What is coinbase commerce?
Coinbase commerce is an easy to use payment method that lets you pay with your coinbase account or crypto wallet.
How do I pay with Coinbase [Cryptocurrency]?
With coinbase commerce follow the easy instructions and it will tell you how to pay with a coinbase or metamask crypto wallet. You will press the prompt on the screen to connect your wallet and approve the transaction, alternatively coinbase will give you a wallet to send the funds to, your order will be confirmed once the transaction is settled. For some coins like Bitcoin, payment could take several minutes. Do not panic this is normal during high traffic hours. For more information check out coinbase’s tutorial: https://help.coinbase.com/en/how-to-make-a-payment
What crypto can I pay with?
You can currently pay with Bitcoin, Bitcoin Cash, DAI, Dogecoin, Ethereum, Litecoin, SHIBA INU, ApeCoin, Tether and USD Coin. You can also pay with MATIC, USD Coin, and Wrapped Ether (WETH) on Polygon. These are some of the more common forms of payment, but check coinbase commerce for the most up to date list! For more information check out their FAQ https://help.coinbase.com/en/how-to-make-a-payment
Direct Bank Transfer [ACH / BIC / SWIFT]
An ACH/BIC/SWIFT transfer enables the direct transfer of funds between one bank account and another utilizing the account number, routing number, and IBAN/SWIFT number of the banks involved in the transfer. This method offers a secure alternative to credit card transactions that obviates the need for a credit card, but requires slightly longer processing times due to the delay associated with the finalizing of records between banks.
- This delay is referred to as the time it takes for the transaction to “clear” the bank, and is typically between 2 and 3 business days. After this time, the transfer of funds will be reflected on the account of the recipient.
- After the order is placed, you will be required to manually initiate a bank transfer of the amount reflected on the invoice which is provided to you by email.
- Orders made using this payment method will thus require an additional processing time depending on how long it takes the transaction to clear and be reflected on our own account statements. Typically, this means your order will be processed within 4-5 business days, but we actively monitor our statements in the wake of such orders and will process your order as quickly as possible after the funds have been received.
- Upon receipt of the funds, we will provide you with a receipt by email and your order will begin processing. You will also receive tracking information for the package associated with your order at the same time.
- If you have any questions, or wish to cancel an order placed via ACH/BIC/SWIFT transfer, please contact [email protected].
Unable to proceed to checkout?
If you are unable to proceed to checkout from cart or if you try to access the checkout and it gives a 524 error code, please clear your cache. Another instance where this could happen is if you are trying to access the checkout with a VPN whilst trying to checkout.
Shipping
Do you have a shipping & return policy?
We have a shipping & return policy to protect you from any mishaps that may occur during shipping. If there is an issue with your order, please feel free to contact us through our website or send an email to [email protected]
Do you ship to my country?
We currently ship to the following countries/territories:
- Argentina, Austria, Belgium, Brazil, Canada, Costa Rica, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Isle of Man, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Mexico, Monaco, Netherlands, Norway, Panama, Paraguay, Poland, Portugal, Puerto Rico, Slovakia, Spain, Sweden, Switzerland, United States, United States Minor Outlying Islands, and Uruguay.
If you intend or desire to place an order destined for an area outside any of those listed, please first contact [email protected] to confirm that shipping to this region is possible.
Last updated 6/19/2024
