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• About Us
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Frequently Asked Questions

Searching
How do I search for an item?

Shopping Process
I have an item number, how can I place my order?
How do I place an order?
How do I change the quantity of an item already in my cart?
How do I use my coupon?
When will I receive confirmation that my order is being processed?
Will I receive confirmation that my order has shipped?
Can I place an order and have the shipment sent to an address other than mine?

Online Account
Why should I create an account?
How do I create an account?
I forgot my password.
I forgot my username.
I created an account but never received an activation email.
I just requested my activation email but I still haven't received it.
How do I update my username or password?
How do I update my address?
How do I update my email address?
Can I add multiple mailing addresses to my account for easy access later?
I purchased an online report - where can I find it?

Order History
How do I view my order history?
I have made a purchase by phone/mail, but I cannot view my order history.

Payment
What are my payment options?

Emails and E-letters
What is “white-listing”?
How do I “white-list” drmarcuslaux.com?

Guarantees and Return Policy
What is your quality promise?
How are your products guaranteed?

Shipping and Tax
What are your shipping rates? How long will delivery of my shipment take?
Do I need to pay sales tax on my order?

EasyShip Orders
What is EasyShip?
How do I change the address on my EasyShip order?
How do I change the frequency of my EasyShip order?

Message Center
What is the Message Center?

Security
How are you safeguarding my personal information on your site?

Canadian Customers
I live in Canada, can I purchase from your site?

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Searching

How do I search for an item?
There are several ways to search from our variety of nutritional supplements and Healthy Living products. Choose any one of the following:

• If you know the item # (example: BC32), product name (example: BioComplete Daily Foundation) or primary ingredient name (example: coenzyme Q10), please enter it in the product search box on the right side of the screen.
• To search alphabetically, choose Products A-Z under the SHOP NOW tab on the left navigation bar.

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Shopping Process

I have an item number, how can I place my order?
Enter the item number in the product search box on the right hand side of the page. This will put your item into the cart. Click "Continue Shopping" or "Check Out."

How do I place an order?
Place an order by adding items to your shopping cart. The steps to do this are:

1. Add any item to your shopping cart by clicking on the appropriate “Add” button located next to the price of the product. If you change your mind as you shop, you can remove the item later during the checkout process. Adding an item will put you in the “shopping cart.”
2. Hit “Continue Shopping” to add more items.
3. When you have finished shopping and have placed all the items you want in your shopping cart, verify your item purchases are accurate, make any adjustments necessary and click on “Proceed to Checkout.” If you are not logged in you will be prompted to choose one of the following:
   • Log In
   • Create an account (Why should I create an account?) or
   • Proceed as Guest
4. On the Billing and Shipping page, choose a shipping option, provide us with your billing and shipping address and credit card information.
5. We'll receive your order and start processing it immediately and you will receive a confirmation email.
   

How do I change the quantity of an item already in my cart?
If you are already in the cart - type the new quantity into the quantity field and your cart will automatically be updated.
If you are not in the cart - click on the cart icon on the top right. Once you are in the shopping cart, type the new quantity in the quantity field and your cart will automatically be updated.

How do I use my coupon?
During the checkout process, on the billing and shipping page, you will be prompted to enter a coupon code. Once entered, the cart will validate the coupon and update the cart with appropriate coupon savings. Note: Coupons may not be used with EasyShip Savings Plan or Healthy Living Products and Solutions orders. Only one coupon per order.

When will I receive confirmation that my order is being processed?
After entering your payment information and clicking on the “Continue” button, you will proceed to a page to confirm your order. On this order confirmation page, click on the "Submit Order" button which takes you to a page that serves as your receipt and should be printed out for your records. In addition, you will also receive an email confirming your order.

Will I receive confirmation that my order has shipped?
Yes, you will receive an email when the order has shipped from the warehouse.

Can I place an order and have the shipment sent to an address other than mine?
Absolutely! On the billing and shipping page you will be prompted to indicate whether your shipping address is the same or different than your billing address. If you indicate “different,” on the next page you will be prompted to choose a shipping address (if you already have multiple addresses in your account) or enter a new shipping address.

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Online Account

Why should I create an account?
There are many reasons to create an account, including:

• Save time! No more re-entering your name, address, and shipping information each time you place an order. Fill it once and you're done.
• Let us keep track of your order history! Once you've set up an account you can easily view what you've ordered and when you've ordered it. This includes supplements, healthy living products — even special reports! Now, we keep track of your order history right along with you! You will also be able to quickly re-order items you have purchased before.
• Special enhancements just for EasyShip customers! If you find that you're loading up on one product or running out of another, just change your shipment frequency with a click of your mouse. No more phone calls necessary and no more worrying that you have too many or too few of your favorite supplements. You can also store and update your shipping information right here!
• Easy access to reports! Stop searching for those emails you received when you purchased your report - you will have permanent access to your online reports in your “My Reports” section.
• Have your own confidential message box! This is where we'll send confidential messages from Dr. Laux about new health findings, special events, product launches and more!

How do I create an account?
There are two ways to create an account:

1. Create an account anytime while on our site by clicking the “New Account Signup” button in the left navigation bar and continue with these steps:
   1. Fill out the form with your information and click submit.
   2. On the “Account Confirmation” page confirm your information. If incorrect click on “Make Changes”; otherwise click on “Create My Account.”
   3. You will receive an email asking you to click on a link to “Activate” your account. This is done for your security so that someone else does not create an account for you. Click here for how we are securing your information.
2. Create an account during the checkout process - During the order process you will be prompted to create an account. You will only need to complete steps a and b above and you will then be returned to your Shopping Cart to complete your order.

I forgot my password.
We can quickly generate a new password for you. Follow these easy steps:

1. Click on “Login Questions?” located in the left navigation bar.
   
2. A window will open titled “Password & Username Recovery.”
3. Click on “I forgot my password.”
4. You will be prompted to enter your username (if you haven't changed your username since you created your account, your username is the same as your email address).
5. Next you will be prompted to answer your security question.
6. A new computer-generated password will be sent to your email address.
7. Login with your new password.
8. Make sure to change your password to something you can remember by going to “My Account” (How do I change my password?).

I forgot my username.
If you haven't changed your username since you created your account your username is the same as your email address. However, if you did change your username follow these steps to retrieve your username:

1. Click on “Login Questions” located in the left navigation bar.
2. A window will open titled “Password & Username Recovery.”
3. Click on “I forgot my username.”
4. You will be prompted to enter your email address.
5. Your username will be sent to your email address.
6. Login with your username and password.

I created an account but never received an activation email.
Follow these steps to get a new activation email:

1. Click on “Login Questions” located in the left navigation bar.
2. A window will open titled “Password & Username Recovery.”
3. Click on “Resend my activation email.”
4. You will be prompted to enter your email address.
5. An activation email will be sent to your email address.

I just requested my activation email but I still haven't received it.
The email may have been caught in your spam filter. Update your spam setting to “white-list” drmarcuslaux.com. What is "white-listing?" and How do I “white-list” drmarcuslaux.com? 

How do I update my username or password?
Log into your account and click on the “My Account” link in the left navigation bar. Click on the link to “Change your username or password” on the My Profile tab.

• To make changes to your username you will need to enter your password and security answer.
• To make changes to your password, you will need to enter your old password, new password and security answer.

How do I update my address?
Follow these steps:

1. Log into your account and click on the “My Account” link in the left navigation bar.
2. Click on the link to “Update your name or address” on the My Profile tab.
3. Click on the drop down in the shipping addresses section - the first address listed here is your preferred address; select that and make the changes.
4. Then click on “Save Address.” Note: This will only update the addresses available to you during checkout. For instructions to update the address for your EasyShip delivery - Click here. For instructions to update the address for your newsletter - Click here. 

How do I update my email address?
Follow these steps:

1. Log into your account and click on the “My Account” link in the left navigation bar.
2. Click on the link to “Update your email address” on the My Profile tab.
3. Update the email address as needed. You will also need to provide your current password and security answer.

Can I add multiple mailing addresses to my account for easy access later?
Yes! Here is a step by step guide:

1. Log into your account and click on the “My Account” link in the left navigation bar.
2. Click on the link to “Update your name or address” on the My Profile tab.
3. In the shipping address section, enter a new address name (for example "home" or "work" or "mom") and enter the new address and click on “save address” link.

I purchased an online report - where can I find it?
Log into your account and click on the “My Account” link on the left navigation bar then click on the “My Reports” tab.

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Order History

How do I view my order history?
You must have an account with us to view your order history. If you don't have an account click here to create one. Log into your account and click on the “My Account” link in the left navigation bar and then click on the Order History tab. From within the Order History you will be able to:

• Refill a previous order
• Update your EasyShip address
• Update your EasyShip order frequency
• Renew your newsletter subscription
• Update your newsletter delivery address

I have made a purchase by phone/mail, but I cannot view my order history.
If you have not provided an email with your order please contact customer services at 1-800-809-9618.

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Payment Options

What are my payment options?
We accept the following credit cards online: Visa, MasterCard, Discover and American Express.

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Emails and E-letters

What is “white-listing”?
Disreputable retailers have created a problem for honest online businesses by sending unsolicited, unwanted advertising e-mails, commonly known as "spam.” It's reached such proportions that most e-mail services and Internet Service Providers (ISPs) have put some sort of blocking or filtering system in place or begun relying on self-proclaimed blacklists to tell the good guys from the bad.

At drmarcuslaux.com, we applaud their intention to protect you from spam. But everyone agrees that the current systems for stopping spam are far from a perfect solution. They often mistakenly block e-mail that you've requested. The more responsible anti-spam activists are working hard to cut down on these "false positives." In the meantime, you might unexpectedly find your reputable Dr. Laux E-Letters and offers are being mistakenly blocked.

As it happens, there's something you can do to keep your Dr. Laux emails from falling into the false positive trap. Through a simple process known as white-listing you can flag your Dr. Laux emails and offers so that they are never at the risk of being blocked (a.k.a blacklisted).

How do I “white-list” drmarcuslaux.com?
Every e-mail system is different. Below are instructions for some of the more popular ones. If your ISP isn't here, please contact their customer service representatives for instructions. (Please also forward the answer to us, and we might add it here.)

One vital thing you can do that helps no matter what e-mail system you're using is this: add the address in the "From" line of your most recent Dr. Laux email to your address book.

To find instructions for your e-mail provider or software click on the appropriate option below:

Gmail
Yahoo
Hotmail
AOL
Outlook
Outlook Express
Eudora
Netscape Mail
Others

Gmail
To ensure that your Dr. Laux emails are delivered to your Gmail inbox, you can instruct Gmail to filter it to your inbox. Here's how:

• Go to your Gmail account.
• Click on "create filter" located at the top center of the page in small print.
• In the section under create a filter called "Choose Search Criteria" add the from line.
• Click "next step."
• Select where you want the email to go.
• Click "create filter."

Thank you for white-listing Dr. Laux emails.

Yahoo! 
To ensure that your Dr. Laux emails are delivered to your Yahoo Inbox (not the Bulk Mail folder), you can instruct Yahoo to filter it to your Inbox. Here's how:

• Open your Yahoo mailbox.
• Click Mail Options.
• Click Filters.
• Next, click Add Filter.
• In the top row, labeled From header:, make sure contains is selected in the pull-down menu.
• Click in the text box next to that pull-down menu, then enter the address in the "From" line of your most recent Dr. Laux email.
• At the bottom, where it says "Move the message to:", select Inbox from the pull-down menu.
• Click the Add Filter button again.

Thank you for white-listing Dr. Laux emails.

Hotmail 
If you are using Hotmail, you can ensure that your Dr. Laux emails are delivered to your Inbox by adding our "From" address to your Safe List. Here's how:

• Click the Options tab.
• Select Safe List. (It's under the heading Mail Handling.)
• In the space provided, enter the address in the "From" line of your most recent Dr. Laux email. Click Add.
• When you see the address you entered in the Safe List box, click OK.

Thank you for white-listing Dr. Laux emails.

AOL 
If you're using AOL, you can ensure that your Dr. Laux emails are delivered to your Inbox by setting your Mail Controls. Here's how:

• Go to Keyword Mail Controls.
• Select the screen name we're sending your Dr. Laux emails to.
• Click Customize Mail Controls For This Screen Name.
• For AOL version 7.0: In the section for "exclusion and inclusion parameters," include both of these domains:
  • @julianLauxmail.com
  • @phillipshealth.com
• For AOL version 8.0: Select Allow email from all AOL members, email addresses and domains.
• Click Next until the Save button shows up at the bottom.
• Click Save.

Thank you for white-listing Dr. Laux emails.

Others 
Many popular e-mail programs, including Outlook, Outlook Express, Eudora, and Netscape Mail, don't provide a convenient way for you to white-list the folks you want to receive e-mail from. If you're using this sort of e-mail system and you either aren't getting your Dr. Laux emails or want to make sure you continue to receive your Dr. Laux emails in the future, you can do something about it.

Contact the customer service representatives or the Postmaster at the company that provides your e-mail or Internet connection (your ISP). Explain to them that the Dr. Laux e-mails are ones that you asked for and value. Ask them if they can white-list drmarcuslaux.com. They'll probably ask you for some information about us. Here's what to tell them:

• Sending Address: If they ask for our address, give them the address in the "From" line of your most recent Dr. Laux email.
• Domain: If they need to know the domain we're mailing from, tell them both of these:
  • @julianLauxmail.com
  • @phillipshealth.com

Thank you for white-listing Dr. Laux emails.

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Guarantees and Return Policy

What is your quality promise?
To keep your health at its best possible level, you need to know and trust the ingredients in your nutritional supplements. With Dr. Laux and Natural Medica Nutritionals, you can always be sure that every single formula has met stringent requirements for both potency and purity—and that they've gone through dozens of quality and safety checks at every point, from raw ingredients to the finished product. For example:

Dr. Laux's personal formulation of every supplement, and his care in bringing you optimal levels of each ingredient, based on his over 25 years of clinical practice and research. Plus, his formulas are all designed to work together. So you know you're getting the optimal levels of nutrients you need.

Detailed testing of each raw ingredient, and every batch of product, so that your vitamins are completely safe and effective—free from microbacteria, lead and other heavy metals, pesticides, yeast, mold, and other impurities.

Independent laboratory analysis—after being tested at every stage of formulation and manufacturing each supplement is submitted to independent laboratories for unbiased assessment of label claims, and given a Certificate of Analysis verifying its potency, purity, and standardization. If it appears on the label, it's "in there."

State-of-the-art manufacturing and packaging means that you always get the freshest, purest, and most stable supplements you can find anywhere—another assurance that your vitamins will really work. In addition, an expiration date is printed on every package for greater quality assurance.

Through these and numerous other quality and safety practices, we are committed to always bringing you the highest quality supplements, so that you get the greatest benefits. You can trust everything you take from Dr. Laux and Natural Medica Nutritionals.

How are your products guaranteed?
Every nutritional supplement purchase from drmarcuslaux.com is protected by our 100% satisfaction guarantee. If ever you're not happy with one of your purchases return it at any time for a complete refund - no questions, no hassles.

On occasion, certain non-supplement products may be guaranteed differently, with additional benefits or restrictions. In these cases, the applicable guarantee will be highlighted before you make a purchase.

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Shipping and Tax

What are your shipping rates? How long will delivery of my shipment take?

Nutritional Supplements:
Standard Delivery: Allow 8-12 business days

Expedited Shipping: Allow 3 business days. Add $10.00 to your S&H charge listed above.

Healthy Living Solutions:
Standard Delivery: Allow 2-3 weeks
Shipping & handling charges for our healthy living solutions vary by product. Please see the individual product pages of these solutions for the specific charge.

Please note: Currently, we do not accept online orders from outside of the United States. However, we do accept orders that ship to APO & FPO addresses.

Do I need to pay sales tax on my order?
Sales tax will be applied to healthy living product orders from PA and NC and supplement orders from NC.

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EasyShip Orders

What is EasyShip?
With the EasyShip Savings Plan you can save time and money. Every EasyShip order receives a 10% discount and $1.99 shipping, plus you'll never have to remember to reorder. You can set up convenient automatic delivery of your products every 30, 60 or 90 days. Simply choose the EasyShip option during the shopping process.

EasyShip offers:

• Convenience - You can change anything about your order at any time—modify your delivery dates, change your delivery frequency (avoid “over-stocking” and increase the time between your shipments), add products, even give us a temporary address for when you're traveling.
• Personal Service - You get personal, one-on-one EasyShip Savings Plan customer care at your exclusive, dedicated toll-free number, 1-800-809-9618 —24 hours a day, 7 days a week. You can also change your frequency and delivery information online.
• Savings - You always save 10% off every supplement and pay only $1.99 per shipment for shipping and handling. So the more items you have on the EasyShip Savings Plan, the more you save! If you use several formulas, in one year you could save over $200!
• Shipment Information - We will provide shipment reminders and account updates. As a service to you, we will send an email just before we are about to send your next shipment.

How do I change the address on my EasyShip order?
Follow these easy steps:

1. Log into your account.
2. Click on the “My Account” link in the left navigation bar.
3. Click on “Update your EasyShip address” - this will take you to your order history.
4. In the order history your EasyShip orders will have a clickable link in the update address column. Click the appropriate “Update” link.
5. Enter the new name and address for this EasyShip order and hit “Save Address.”
6. Your address will be updated in 48 hours.

How do I change the frequency of my EasyShip order?
Follow these easy steps:

1. Log into your account.
2. Click on the “My Account” link in the left navigation bar.
3. Click on “See when your next shipment is scheduled” - this will take you to your order history.
4. In the order history all your EasyShip orders will have a clickable link in the delivery change column. Click the appropriate “Update” link.
5. You will see the next shipment date and the frequency your EasyShip order is on currently. You will be able to change that to a 30, 60, 90, 120 or some other timeframe and hit submit.
6. Your frequency change will be updated in 48 hours. However please note you will not see this update reflected in your online account for 10 business days. If you have questions please contact customer service.

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Message Center

What is the Message Center?
The message center is located in your “My Account” area. This center is to alert you to important things occurring either on your purchases or on drmarcuslaux.com. In the message center we will alert you:

• When new products and services become available, so you are always among the first to learn about them.

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Security

How are you safeguarding my personal information on your site? 
Your security is a priority at drmarcuslaux.com. We use the latest security technologies to encrypt your personal information as it travels across the Internet and your credit cards are guaranteed against fraudulent charges. We've designed the site so that these protections are automatic; there's nothing you need to do except shop...with confidence!

SECURE SHOPPING TOPICS

• Secure Sockets Layer (SSL technology) 
• Storing information behind server firewalls
• How to tell your transactions are secure
• Protection against credit card fraud
• Our privacy policy

SECURE SOCKETS LAYER (SSL) TECHNOLOGY 
drmarcuslaux.com uses Secure Sockets Layer (SSL) technology to provide you with the safest, most secure shopping experience possible. SSL is the most widely used data encryption coding system for secure e-commerce transactions. All of the checkout pages on our site are secured with SSL technology, which means your credit card number is always encrypted (scrambled) before it is sent or received over the Internet.

STORING INFORMATION BEHIND SERVER FIREWALLS 
Our servers are protected by secure firewalls—communication management computers specially designed to keep information secure and inaccessible by other Internet users. So you're safe while you shop, and if you choose to store your personal information with us by registering, it's always secure, and protected by your own password. In addition, for added security we do not store your credit card information online. When you enter your credit card information it is automatically converted into a code and then transferred to us. It is nearly impossible for anyone else to see or interpret the coded data.

HOW TO TELL YOUR TRANSACTIONS ARE SECURE 
Pay special attention to the site address on any page where you're asked to type in confidential information. The address of that page should begin with https, and not just http (without the “s”). The “s” signifies that the page you're on is “secure”, and using tools designed to transfer encrypted information over the World Wide Web.

GUARANTEE AGAINST CREDIT CARD FRAUD 
Even though your account information is safe as it travels across the Internet, what happens if your credit card is lost or stolen, or if you are a victim of fraud? Good news: Under consumer protection laws, your liability is limited to $50 in cases of fraudulent charges to your credit card account. (You must notify your credit card company as outlined in your credit card agreement for this protection.)

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Canadian Customers

I live in Canada, can I purchase from your site?
At this time we are unable to take online orders for our supplements or Healthy Living products. If you wish to place an order please call customer service at: 1-800-809-9618.

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