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Help and Faqs
If you need help with anything, you can always Contact Us . For answers to many common questions, please look at our FAQs.
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Send us a message using our Contact Us form. |
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You can email us at sales@acu-market.com |
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You can call us M-F from 9AM to 5:30PM EST at 866.440.7703 |
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You can fax us at 561.881.5473 |
We guarantee we will respond to you by the end of the next business day • although we almost always respond faster
• How do I place an order with Acu-Market?
First, make sure you have an account with us as either a Licensed Medical Professional or Student. Log In here .
If you are a new customer, please register with us here . We need to know your professional license number or school you are attending. We will then verify your credentials and grant you access to your account within two hours or by 10AM the next business day if you create your account after 5PM.
Ways to Order:
- Order Online
- Call us M-F between 9AM and 5:30PM EST
- Fax us an Order Form to (561) 881-5473
- Email us at sales@acu-market.com
- If you are an existing customer with a credit card on file (do not give us your credit card by email)
- Leave us a clear voicemail after hours if you are an existing customer with a credit card on file
If you are a new customer, please register with us here . We need to know your professional license number or school you are attending. We will then verify your credentials and grant you access to your account within two hours or by 10AM the next business day if you create your account after 5PM.
Ways to Order:
- Order Online
- Call us M-F between 9AM and 5:30PM EST
- Fax us an Order Form to (561) 881-5473
- Email us at sales@acu-market.com
- If you are an existing customer with a credit card on file (do not give us your credit card by email)
- Leave us a clear voicemail after hours if you are an existing customer with a credit card on file
• Can you send me your catalog?
Sorry, we don't print a catalog. We don't see the need to waste paper when we have the best catalog available right on this website. Our commitment to the environment doesn't end there. We also use recycled boxes whenever possible and biodegradable peanuts.
• I set up my account on the website but it is not giving me access to all products, why can't I place orders?
One of Two reasons
One is you just created the account and we need to verify your credentials. We will grant you access to your account within two hours or by 10AM the next business day if you create your account after 5PM.
The other reason is that you created an account but didn't provide us with a valid license or we were not able to verify your student status. If you are not able to see prices and purchase many products on our website, please Contact Us so we can verify your account.
One is you just created the account and we need to verify your credentials. We will grant you access to your account within two hours or by 10AM the next business day if you create your account after 5PM.
The other reason is that you created an account but didn't provide us with a valid license or we were not able to verify your student status. If you are not able to see prices and purchase many products on our website, please Contact Us so we can verify your account.
• I want to buy an RX product but can't add it to my cart, why?
RX products are sold only to duly licensed healthcare practitioners in states where we carry the required license. We will only ship to the address of record on your healthcare practitioner license. To gain access to ordering these products, please contact us so that we may verify your qualifications to order (including existing customers who have not yet been verified).
• Why am I required to enter a phone number?
We need your phone number so we can contact you if there is an issue with your order or payment. We will not bother you for any other reason or ever give your number to a 3rd party except for the shipping company for delivery issues.
• What type of confirmation will I receive after I place an order?
After you place your order, you will receive an email confirming your order. The order confirmation number will be different than your Invoice number. Don't worry, we can find your order if you give us either number.
• How long does it for Acu-Market to ship my order?
All in stock orders placed by 5:00PM EST will ship the same business day.
• I just submitted an order but forgot to add something. Can I add a product to my order?
No promises, sorry. You can try to reach us and if we haven't processed your order in the warehouse, we can add on for you. Otherwise, you will need to place another order.
• Some of the items I am ordering are not in stock, how does that work?
We really do our best to have everything in stock. However, raw material shortages, manufacturing outages and other reasons sometimes result in a lack of inventory. If some of your items are not in stock, we will backorder them unless:
- You tell us not to backorder on your account.
- An extreme example, like you order 87 bottles of something and we have 86.
If we do backorder something, we will NOT charge you for shipping when the items comes into stock.
- You tell us not to backorder on your account.
- An extreme example, like you order 87 bottles of something and we have 86.
If we do backorder something, we will NOT charge you for shipping when the items comes into stock.
• Will I be charged for an item that is not in stock when I place my order?
No way. We only charge you at the time of shipping. So if we don't have it to ship, you don't pay for it until we do.
• I want to order a product that will be drop shipped directly to my patient, how do I do that?
If you enter a shipping address that has another name and address we will automatically treat this as a drop shipment. We will not place an invoice in the box. The fee for sending a drop shipment is $2.95 and it will be added to your order prior to shipping.
• You prices are higher than another supplier, will you match their price?
If you find a lower price advertised by another supplier, we will match their price. Just ask us.
• All of the prices I see look like retail prices, why?
You are not logged in to your account or you are logged in to your account but we do not have your license information or student status. Please contact us.
• I am a student. Do I receive a discount?
Yes. We were all students once and we believe in giving students the same price as practitioner for products.
• Do you offer association discounts like FSOMA or NCAAOM?
Yes! Please call us to get your association discount.
• Do you offer new practitioners a first time order discount?
Yes. New practitioners can take advantage of a first time order discount to help you get started. We will give you 10% off your first order. Please call us to place your order.
• What is My Items?
We know many of you order the same supplies all the time. Save time by adding your regular supplies to “My Items†by clicking on the “Add to My Items†on any item. You must be logged in to use this feature. Your items will then store in this section and you can simply run down the list of your favorite items and add the quantities you need to your cart all at once. Your items will be there for you next time even after you place your order. If you no longer want a product in your items, you can delete it.
• What is Pin Yin Search?
As a one stop shop, we have Bu Zhong Yi Qi in almost 10 different ways. However, not all manufacturers will make it easy on you and call it Bu Zhong Yi Qi. We've done the work for you. Select a Pin Yin and then you can see all of the products we offer and narrow it down by selecting a brand or a particular format (capsules, tablets, powder, etc.)
• I always buy the same products over and over again. How do I reorder from my previous orders?
In addition to "My Items" you can see your Order History in a list that you can easily view on one page. You can click on the headings to sort by date of purchase or cost or brand. Then you can run down the list, add the quantities you want to reorder, and simply add it to your cart.
• What payment methods do you accept?
Credit Cards Only: American Express, Discover, MasterCard, & Visa
• Do I have to pay sales tax?
Applicable sales tax will be included on orders at the time of sale. Many of our items are tax exempt because (a) you are a reseller and/or (b) the type of product you are buying is tax exempt. Please contact us to make sure we have your reseller certificate or tax exempt certificate on file.
• Why is my credit card not authorizing?
Make sure you entered the credit card number and expiration date correctly. Make sure the billing address is correct.
If the card still isn't working, please call your credit card company.
If the card still isn't working, please call your credit card company.
