Frequently Asked Questions and Shipping Policies
Need a question answered? You're in the right place. If you're still unsure about something, please call our office, we'll be glad to assist you.
How do I place an order?
Go to Login in the upper right hand corner of the home page. Create your secure personal account by clicking NEW MEMBERS SIGN UP HERE. For future orders just log in by clicking on Login and place your order. Any questions or problems please email info@dietaryways.com or call our business office (608) 884-9877.
Can I order supplements for meal replacement and maintenance?
Yes, see above.
How often should I order if I'm participating in a Medically Managed Program?
We have found it most convenient for patients/clients to order when they have seven days remaining so that there is no disruption in their program.
How much are the supplements?
The supplements range in cost from $1.39 per individual package to $9.75 for a box of seven. Quantity discounts are available and listed under each individual item.
Shipping Details:
Free Shipping is available on all orders over $70.00 in the continental United States. The cost for shipment of orders $0.00 - 34.99 = $6.00 and $35.00 - $69.99 = $8.00. Sorry, we do not ship International at present.
Currently, orders are shipping out within 1-2 business days when placed Monday through Friday. If an item is out of stock we will notify you for a substitution by email regarding expected restocking date before your order ships. Please make sure you provide correct shipping and email addresses on your order. Dietary Ways is not responsible for redirection or replacement of orders shipped to an incorrect address if this is the information you provided. If the error is ours, your order will be reshipped at our cost immediately. All orders are shipped FOB our ship point.
All domestic orders are shipped via Fed Ex ground (UPS ground or US Priority mail as an alternative). This service takes 2-7 business days depending on what part of the country you live in. From our WI warehouse we have observed typically a 2-3 day delivery turn around locally and 3-5 days to the coasts (This is an estimate and not a guarantee with ground services).
You may also select Next Day, 2nd day, and 3 day Shipping from UPS/Fed Ex. Note that Saturday and Sunday do not count as shipping days for these expedited methods. So if your order is shipped Friday for example, Next Day, you will not receive it until Monday. This is not a free mode of shipping and appropriate costs will be applied to your order before shipping. By choosing one of these methods you give permission to Dietary Ways to charge the additional shipping costs to your credit card. Please realize that it may take 24 - 48 hours to process your order, and that UPS/Fed Ex do not pick up or deliver on weekends. By shipping with one of the above selections you will get your package sooner than by shipping ground, but not necessarily in 1 - 3 days. Average cost for next day air is $25.99. Average cost for 2nd day air is $19.99. Average cost for 3 day select is $11.99. If you order exceeds typical weight limits additional fees will be added to your shipping charges.
Return Policy:
Dietary Ways must be notified via email (info@dietaryways.com) before returning products to receive your return confirmation number. Dietary Ways can not accept returns without this number and is not responsible for lost/misdirected or stolen items. We cannot accept returns on opened or incomplete merchandise (i.e. 7 packages/box). All un-opened merchandise can be returned within 10 days for exchange, refund or credit.
Customers are responsible for all shipping charges on returns. Please include the email correspondence within the shipped item(s) including the return confirmation number. Return shipping address will be provided upon making contact regarding your product.
Order Adjustment:
Order adjustments (i.e. adjusting contents in your order) are allowed up until the point in which your order leaves our warehouses. We understand that subtle adjustments to orders are sometimes needed and we are happy to accommodate you free of charge. We strive to ship all orders promptly when received. Orders placed before 11 a.m. Monday- Friday will be processed for shipping that day. Please review your order after being placed to be sure that there are no corrections that we can assist you with. Once orders are picked up by carriers for shipment please defer to RETURN POLICY
Order Cancellation:
Orders can be canceled before they are shipped from our warehouse. Orders that have been shipped can not be canceled and must be returned by the customer for a refund (see RETURN POLICY).
Filling a charge back with your credit card company and receiving the package is a felony. DW reports all Internet crime to the proper authorities and turns the person over to our collection agency. Customers filing charge backs are responsible for all fees incurred to collect this debt.
How do you bill my credit card?
We Utilize Innovative Merchant Solutions a company of Intuit to process direct phone sales, Fax and Mail-in orders as it applies. Innovative Merchant Solutions, LLC., ("IMS"), an Independent Sales Organization and Merchant Services Provider for Bank is associated with JP Morgan Chase or Westamerica Bank, a Member FDIC insured Bank ("Bank") for the purposes of processing transactions. They uphold the highest standards for security and processing of your personal information.
We also utilize Paypal for online orders. Paypal has set the standard for professional service and security for on line businesses. Moreover, using SSL with an encryption key length of 128 bits (the highest level commercially available), Paypal automatically encrypts your confidential information in transit from your computer to Paypal’s servers, which are heavily guarded both physically and electronically. These servers sit behind a monitored electronic firewall and are not connected directly to the internet, so your private information is available only to authorized computers.
We do not have access to, nor store your Credit Card/Bank information processed through our web site using Paypal as this is done through our business associate Paypal. Paypal handles your personal information in the same fashion as Dietary Ways. We will not distribute nor sell your personal information. Dietary Ways maintains information pertaining only to your login and shipping that you provided into the front end of our Site. At your request we are happy to delete your information from our secure system. You will however need to re register in the future to utilize our Web Site and Services.
How does Dietary Ways handle my personal information?
With the highest level of security (see above). All personal information provided to our office in written or scribed form is destroyed beyond repair upon completion of the transaction. Faxed or Mailed (USPS) information is shredded beyond repair upon completion of your order. We do not keep an electronic or hard copy of your personal information processed on line. For those transactions called in, faxed or mailed an electronic record is maintained in our secure data base and can be deleted at your request. Please do not Email your personal credit information as your order will not be processed and Email deleted. We do not have the means to protect your personal information in this format.
How will I see the bill from DW on my credit card statement?
Online, Call-In, Fax, Mail Order: M & M Enterprises
Online with Paypal *Dietaryways
How do I track my order?
You will receive a shipping confirmation and tracking number(s) on the day we ship your product with your provided Email upon request. We will provide tracking number(s) for the carrier utilized to deliver your product. You may track your products utilizing their tracking systems at UPS.com/USPS.com/Fed Ex. Orders usually arrive within 2-3 days. Next day and 2 day shipping is also available at an additional cost (see Shipping Details).
Can I pay by Personal Check?
We will accept them. BUT, we will make sure they clear the bank and not ship your order before. This may delay your order for one to two weeks. BOUNCED checks will incur a $25.00 service fee and future orders will not be shipped or honored until subsequent check clears. We allow a 30 day period to reconcile debts before turning cases over to our collection agency.
Can I Pay by Money Order or USPS Money Order?
Yes, but we recommend against this as a money orders are treated same as cash. Dietary Ways is not responsible for lost or stolen mail.
Can I send cash?
We strongly discourage this as we can not be accountable for lost or stolen mail. This is at your own risk and DISCOURAGED.
Can I order by Phone, Fax, Mail or Email?
Phone: Yes, we accept phone orders. Please contact our office number at (608) 884-9877 Monday-Friday 9 am to 4 pm. Please do not leave orders or credit card information on our 24 hour message machine as we are unable to process orders in this fashion. Our phone service provides a 24 hour voice mail if unavailable and messages will be returned within 24 hours Monday-Friday 9 a.m. to 4 p.m. Email inquires (info@dietaryways.com) will be returned during same hours however have been known to be returned quit frequently during off business hours. Please do not include personal information such as credit card numbers on Email correspondence.
Fax: Yes, we accept fax orders provided they are on Dietary Ways order forms provided by your participating medical program. Self created fax sheets will not be accepted or processed. As noted above DW will not store or maintain a hard copy of your information and will promptly shred all materials following completion of order. Our fax number is (608) 563-4168
Mail: Yes, please include quantities for specific items on our provided order forms. Because of the delay with mail-in orders we recommend ordering 2 weeks worth of supplements at a time. This will allow you to process an order 1 week in advance so as not to delay or disrupt your program. Typically we see 2-4 days for delivery of mail to our offices. For local mail there can be as much as a 3-4 day delay on delivery when mailed out later in the week. If you are pressed on time please contact the office or utilize our secure web site to expedite shipment of your product.
Email: Sorry, we do not accept Email orders. Please do not send your personal information via Email or order request as it will be deleted. If you need to adjust your order we are happy to receive your request via email. The ideal way however is to contact our office. We are not able to adjust orders once it has left our warehouse. We process all orders same day before 11 a.m. and attempt to process all later orders as well same day.
What about international orders?
Sorry, we do not ship international at present.
When will my order ship?
We process orders Monday through Friday. We do not process or ship orders on weekends or holidays. We get most orders out the same day.
How long does it take to receive my order?
We ship all orders out within 1-2 business days. So, if you order on Monday morning it will go out that evening or the following morning. We typically see orders arrive the following day of shipment in WI. For out of state deliveries it usually takes 2-4 days depending on your location. A tracking number will be provided upon request. Please note that FedEx does not deliver residential packages on Mondays. The ship these routes Tuesday - Saturday.
How can I get some free samples?
If your order with us totals $70 - $119.99 we will include a free sample of one our Shakes, Puddings, Fruit Drinks or Bars. Free trial(s) excludes Individual bottled Shakes, Bottled or Packaged toppings, Fettuccini and Macaroni. For orders over $120.00 we will include 2 free samples. Please place in the comments section during your order what you would like to try. If you do not specify we will include free sample favorites in your order. Please do not specify food allergies that should be avoided in sample selection as our staff will not be able to make this determination. Samples will not be included with this or similar scenario's. Please defer to product ingredients for your specific needs.
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