FAQs - General
FAQs – General
- Forgot password?
- Where is my order? Can I track it online?
- Why didn't I receive an order confirmation?
- How can I change or cancel an order?
- How quickly will my order be shipped?
- How fast will I get my order?
- What happens if I am not at home during the delivery? How do I get my parcel?
- The tracking shows, that my parcel has been delivered. But I have not received it yet.
- My package was returned to Excel Performance Sciences. Why?
- What should I do if I receive a damaged or incorrect item?
- Is it possible to arrange delivery for a specific date?
- What if I want to return a product?
If you forget your password, you can reset it by clicking the link Forgot your password?, which you can also find on your Account Page of our website. To get to your Account Page click “Account” in the Header or Footer of the page. Under Login you should see your correct email address and a link to Forgot your password? Click the Link and we will send you an email to reset your password.
Where is my order? Can I track it online?
You will receive a shipping confirmation by email (if you provided an email address) when your order leaves our warehouse. This email includes the tracking number and a link to the website of the delivery service, e.g. UPS, USPS, etc. You can also view the status of your order at any time in your customer account (click of Account on the right side of the header). Under "Order History" you can see an overview of all of your orders. For shipped orders, you can click on the order number to find the order details and a link, which leads you to the website of our logistic partners. The tracking number is the link and is right under the item(s) ordered.
Why didn't I receive an order confirmation?
Please check to see if your order confirmation and/or shipping confirmation has ended up in your spam folder. Or it could be that you entered your e-mail address incorrectly, or that the ordering process has not been completed. If you want to know that we have received your order for sure, please check your customer account. If the order is listed, you can be sure that it is being processed. You may also call us at 866-998-6764 Monday through Friday from 9:00 – 5:00 Mountain Time or email email@example.com. Please include any information you have regarding the order.
How can I change or cancel my order?
At this time, it is not possible to change an order once it has been completed in the cart. This is a limitation of Shopify - our website provider.
To cancel an order, please call our toll-free number 866-994-6764 or email us at CS@my-eps.com as soon as possible. Please keep in mind we ship orders quickly – as fast as within 1 hour on weekdays if orders are placed before 2:00pm MT.
If the order has already been shipped, it is not possible to cancel the order. Please do not accept delivery of the package and inform the carrier to return the parcel immediately. After receiving the return, we will refund the Order Total within 7 working days to via the payment method and account used to purchase the product.
Please inform us by phone or via Email, so that we know that your order will be returned to us. Let us know your order number when sending an eMail, so that we can deal with your request as quickly as possible.
How quickly will my order be shipped?
If we receive your order by 2:00pm and all requested products are in stock, it will be shipped the same day on workdays. In case any items are not in stock, we will let you know by e-mail or telephone and arrange a partial delivery, if you wish. After your order has been shipped, you will receive a shipping confirmation by e-mail. This includes a link, which allows you to track your order online. The status of your order can also be viewed at any time in your account.
How fast will I get my order?
The delivery time is generally 2-7 business days for ground orders and will very with service provider (UPS, USPS) and your location and shipping zone.
What happens if I am not at home during the delivery? How do I get my parcel?
If you are not at home to receive the delivery, the postman or alternative logistic partner, e.g. UPS, usually leaves a notification in your mailbox or at your door. In this case, you can contact the shipping company directly and arrange a second delivery. Or you can collect the package from your local post office or logistic partner. You can find the link to the tracking log in the shipping confirmation we send you by email the day of shipping your order. If the package is not collected, it will be returned to us.
When ordering, you also have the option of supplying an alternative delivery address, for example the address of your workplace. This might be more convenient for you to receive the package.
According to the tracking log, my package has already been delivered, but I haven't received it yet.
The postman or UPS driver may have given your package to another member of your family or a neighbor if you weren't present, so please check with these people to see if they accepted the delivery for you. They may have put the package in a safe place near your house or apartment - please check. If none of the above apply, please contact your local post office or UPS. With the aid of your tracking number, they will certainly be able to inform you about the whereabouts of your package.
According to the tracking log, my package was returned to Excel Performance Sciences. Why?
In this case, the package probably could not be delivered or was not collected from the post office within the retention period. Please contact us by email or by phone and we will resend the products you ordered. Please check with our customer service that the delivery address is correct.
What should I do if I receive a damaged or incorrect item?
If an item is defective (typically a broken inner seal), or you did not receive the goods that you ordered, please contact us by e-mail or call us so that we can send you a replacement as soon as possible. Once the replacement has been delivered, you are obligated to return the goods which have been replaced to us within 7 days. We always cover the costs and assume the risk for returns.
Is it possible to arrange delivery for a specific date?
If you don't want us to send your package immediately, because you need the products at a later date, please indicate your preferred day for the delivery when ordering, in the comments box of the shopping cart.
What if I want to return a product?
We offer the highest quality products and guarantee 100% satisfaction. However, should a product not meet with your approval, you can simply return or exchange it within 100 days, without the need to state your reasons. Please contact us by phone or per Email in any case, so we can arrange the return at no cost to you. This free shipping service is only possible for customers in the continental U.S. You can choose to be refunded the full purchase price, receive a store credit or exchange the product. Please contact us with questions.