Frequently Asked Questions (FAQs)

Orders & Shipping

Q1: How long does shipping take within Nigeria?
We are proud to offer fast and reliable delivery across Nigeria:

• Lagos Metropolis: 1-2 business days.

• Other States: 3-5 business days.

Please note that these timelines begin after your order has been processed (within 24-48 hours) and do not include unforeseen delays caused by courier logistics or weather events.

Q2: Is delivery to my doorstep included?
Yes! All our deliveries within Nigeria are doorstep delivery. This means the courier will deliver your package directly to the address you provided (e.g., your home or office gate).

Please ensure your delivery address is accurate and that someone is available to receive the package. In rare cases where a building or estate has specific security policies that prevent direct doorstep access (e.g., restricted courier entry), the delivery driver will contact you to arrange a handover at the designated security post or entrance.

Q3: Do you ship worldwide?
We aim to serve our global customers! International shipping is available on a case-by-case basis due to varying customs regulations for supplements. Order processing for international orders typically takes up to 72 business hours before dispatch. Final delivery times vary by destination and are subject to customs clearance, which is beyond our control. You will receive a tracking number as soon as your order ships.

Q4: I received a damaged package. What should I do?
Do not accept the delivery if the box is visibly crushed, torn, or open. Refuse the package and have the courier return it to us. Then, contact us within 24 hours at [support@yourcompany.com] with your order number. We will ship a replacement as soon as we confirm the damage.
If you have already accepted the package, we cannot be held liable, but we can assist you in filing a claim with the shipping carrier.

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Returns & Exchanges

Q: What is your return policy?
A: For the health and safety of all our customers, we maintain a strict Exchange-Only Policy. This means we do not offer refunds. All sales are final. We will happily exchange a product for the same item if it arrives faulty, damaged due to our packaging, or if we sent the incorrect item. The product must be unopened and in its original, sealed packaging to be eligible.

Q: Why don't you offer refunds?
A: As a company dedicated to health and wellness, we cannot compromise on product safety. Once a supplement leaves our warehouse, we have no way of verifying its storage conditions or if it has been tampered with. Our no-refund, exchange-only policy is a non-negotiable standard to guarantee the integrity and safety of every product that reaches our customers. We appreciate your understanding.

Q: What if I don't like the product or I had an adverse reaction?
A: We understand that everyone's body is different. However, we cannot accept returns or offer exchanges for change of mind, accidental purchases, or individual reactions to a product. We strongly encourage all customers to:

• Review ingredient lists carefully before purchasing.

• Consult with a healthcare professional before starting any new supplement regimen.

• Start with a single product to assess tolerance.

Q: How do I start an exchange for a faulty product?
A: If you believe your product has a manufacturing defect or we sent the wrong item, please follow these steps:

1. Contact Us: Email us at [support@yourcompany.com] within 48 hours of receiving your order. Include your order number.

2. Provide Evidence: Send clear photos or a short video clearly showing the issue (e.g., the manufacturing defect, the wrong product received).

3. Get Approval: Our team will review your request and, if approved, provide you with a return shipping label and instructions.

4. Ship & Receive: Once we receive the returned (unopened) product and verify the issue, we will immediately dispatch your replacement.

Q: What is not eligible for an exchange?
A: Exchanges will not be granted for:

• Change of mind or accidental purchase.

• Opened or partially used products.

• Products that have been stored incorrectly after delivery.

• Minor cosmetic imperfections on the packaging that do not affect the product's quality or safety.

• Products that do not meet the eligibility conditions or were accepted after showing visible shipping damage.

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Payments & Accounts

Q: What payment methods do you accept?
A: We offer secure and convenient payment options for our Nigerian and international customers:

• For Nigerian Customers: We accept debit and credit cards (Visa, Mastercard) via our secure payment gateways, and bank transfers.

• For International Customers: Payment is processed securely via card (Visa, Mastercard) in your local currency.

Q: Is my payment and personal information secure?
A: Absolutely. Your security is our priority. We use SSL (Secure Sockets Layer) encryption across our entire website to protect your personal data. We never store your full credit or debit card details on our servers. All card payments are processed directly by PCI-DSS compliant payment gateways (like Paystack and Flutterwave), which are industry leaders in secure online payment processing.

Q: I was charged but didn't get an order confirmation email. What happened?
A: Don't panic. This is usually one of two things:

1. Check Your Spam/Junk Folder: Sometimes emails get filtered there.

2. Pending Authorization Hold: If the order didn't fully process, the charge on your card is likely a temporary "pre-authorization hold" from your bank, not an actual charge. These holds typically drop off after 1-3 business days.

If you still can't find a confirmation after checking your spam folder and the charge doesn't disappear, please contact us at pillsrx01@gmail.com with your full name and the amount charged, and we will investigate immediately.

Q: How do I reset my account password?
A: Click on "Log In" at the top of our website. On the login page, click the "Forgot your password?" link. Enter the email address associated with your account, and we will send you a link to create a new password.