FREQUENTLY ASKED QUESTIONS (FAQs)

In an effort to provide you with the most satisfactory online shopping experience, we have created a comprehensive list of the most frequently asked questions.  If you cannot find the answer that you are looking for, please feel free to contact us at 1-800-510-2010.

Privacy and Security
Products
Order Status
Accounts
Ordering and Payment
Return Policy
Shipping
Coupons
Customer Service

PRIVACY AND SECURITY

  • What is your privacy policy?
  • Is my credit card information kept secure?
  • I don't wish to give my credit card information online. Are there other ways to order?

What is your privacy policy?

At CompassioNet.com, we know that you care about the ways in which personal information is used and shared.  We appreciate your trust. This notice describes our privacy policy.

Personal Information

The information we learn from customers helps us personalize and continually improve your shopping experience at CompassioNet.com. The only nformation we gather is the information you give us.  We receive and store information that you enter on our website. We use this information to communicate with you in response to your requests, customizing future shopping for you and improving your website experience.

Your Mailing Address:

If you supply your postal address online you may receive periodic mailings from us with information in regard to new products and services or upcoming events. If you do not wish to receive such mailings, please let us know by emailing us directly.

Your Phone Number:

Customers who supply us with their telephone numbers online will only receive telephone calls from us regarding information pertaining to their orders placed online.  

With respect to Ad Servers:

We do not partner with or have special relationships with any ad server companies. Our business changes as the need arises and our Privacy Notice may change also. Please feel free to check our website frequently to see recent changes.  

We stand behind the promises we make.

If you feel that this site is not following its stated information policy, you may contact The DMA's Committee on Ethical Business Practices at mgoldberger@the-dma.org  

Is my credit card information kept secure?

We utilize a special technology called Secure Socket Layer (SSL), to prevent unauthorized people from intercepting your credit card information.  

I don't wish to give my credit card information online. Are there other ways to order?

If you don't wish to shop online, you may order by phone, fax or mail. To order
CompassioNet
4445 Highway A1A, Suite 200
Vero Beach, FL  32963-5440
    

PRODUCTS

  • Where are your items manufactured?
  • How can I view the supplement facts for an item?
  • A product I wish to buy is out of stock, can I still order it?

Where are your items manufactured?

CompassioNet is the premier supplier of LaneLabs' products. LaneLabs’ products are manufactured in the United States, Japan or Peru. LaneLabs continuously tests production lots for label claim potency, pathogens and heavy metals. LaneLabs has been independently certified compliant in Good Manufacturing Practices. Good Manufacturing Practices are the same standards followed in the production of pharmaceuticals. Safety and quality is LaneLabs first concern.  

How can I view the Supplement Facts for an item?

Most of the products on our website have detailed supplement facts available. Click on the Supplement Facts tab under the product image on the product page to view. If supplement facts are insufficient, please contact customer service for more information at 1-800-510-2010.  

A product I wish to buy is out of stock. Can I still order it?

  • For shipments in the continental United States: If an item is back-ordered, we will ship the balance of your order immediately and send your back-ordered item when it becomes available, at no additional shipping charge.
  • For shipments outside of the United States: If an item is back-ordered, we will give you the option of holding your shipment until it is complete.

ORDER STATUS

  • When will my order ship?
  • How can I find out the status of my order?
  • My order is listed on UPS.com as “Billing Information Received’ what does that mean
  • I am missing an item from my order. What do I do?
  • Will my international order ship the same day?
  • My order has a back-order item?

When will my order ship?

  • Domestic orders placed by 2 PM Eastern Time will be packed and shipped the next business day, pending verification of billing information and the shipping method selected.
  • International orders are shipped within 48 hours.  

How can I find out the status of my order?

  • CompassioNet automaticall sends a shipping confirmation email with a tracking number.
  • If tracking number starts 1Z088 track via www.ups.com
  • If tracking number starts 9 track via www.usps.com (tracking info may be limited)-You can also click on the link “track my order” located at the bottom of the home page, under MY ACCOUNT section.
  • If you are not able to track your order, please contact customer service at 1-800-510-2010.

My order is listed on UPS.com as "Billing Information Received" what does that mean?

"Billing Information Received" on your tracking indicates that your order has shipped from our warehouse and is in the possession of the carrier. If Billing Information Received is displayed (typically during weekends and holidays) the carrier will process your order on the next business day. We suggest tracking your order the following business day to get detailed information.  

I'm missing an item from my order. What do I do?

If an item has is missing from your order:
  • Please check your invoice to ensure that missing item is not on back-order.
  • Call customer service at 1-800-510-2010 or contact us via email with your order number.

Will my international order ship the same day?

International orders are shipped within 48 hours.  

My order has a back ordered item?

Back orders, or an item that is out-of-stock, may require more time to process.  However, you will not be charged for an order that contains a back ordered item until the back ordered item has shipped.

ACCOUNT

  • Do I need to set up an account to shop on the website?
  • I have changed my address, email address and / or credit card. How do I change my account information?
  • I’ve forgotten the password for my account. What should I do?

Do I need to set up an account to shop on the website?

If you want to purchase products online, you must set up an account. However, the account is not required to be set up until check out. Therefore, you may browse, learn, and add products to your Wishlist as much as you'd like without actually setting up an account.  

I have changed my address, email address and/or credit card. How do I change my account information?

Go to Your Account and update your billing and shipping address.  Due to PCI (Payment Card Industry) regulations, and for your security, we do not store credit card information on the website.  You may enter a new number with your next purchase.  

I've forgotten the password for my account. What should I do?

You may request a new password be emailed to you while you are in the sign-on screen.  If you cannot access this screen, please contact us at 1-800-510-2010 or via email and we will be happy to reset your password and send you an email with your new password.

ORDERING AND PAYMENT

  • How do I place an order?
  • Can I make changes to my order after I have submitted it?
  • Can I cancel my order once it has been submitted?
  • When am I charged for the items that I order?
  • I order the same products each time. Can I be set up to receive them automatically?
  • Can I view orders I've placed in the past?
  • Will you notify me if there are problems with my order?
  • What forms of payment do you accept?
  • Do I need to pay sales tax with my order?
  • If one or more of my items are on back-order, when will I receive my order?

How do I place an order?

  • To place an order using your shopping cart, follow these simple steps:
  • Add items to your cart by entering a quantity and clicking the BUY button displayed on each product page.
  • When you have added all of the items you wish to purchase to your cart, click the Checkout button on either the shopping cart page or the top right corner of the page you are using.
  • Enter your billing, shipping and payment information as directed.
  • Confirm your order by clicking the SUBMIT ORDER button located at the bottom of the confirmation page.

Can I make changes to my order after I have submitted it?

Once you place your order, you will need to contact us at 1-800-510-2010 to make any changes to your order.  We will do our best to make your requested changes depending on the shipping status of your order.  

Can I cancel my order once it has been submitted?

Please contact us at 1-800-510-2010 to cancel your order.  We will do our best to cancel your order depending on the shipping status of your order.  

When am I charged for the items that I ordered?

Your credit card is charged once your order is shipped from our warehouse. If you order contains a back ordered item, as well an in-stock items, the in-stock items will be shipped from our warehouse on the next business day.  However, your credit or debit card will not be charged for this order until the back ordered item is in stock and has been shipped. 

I order the same products each time. Can I be set up to receive them automatically?

Absolutely! Upgrade your status to VIP on the product page by hitting the BUY button under the description of VIP pricing.  You'll not only received the best discount CompassioNet has to offer, but your product will be delivered directly to your door just when you need it and as a VIP, Shipping is Always Free! 

VIP Savings  is a smart choice as an auto-ship program.  You SAVE BIG, get FREE SHIPPING and you never have to worry about reordering again!  No hassles!  Simple and Easy! 

Can I view orders I've placed in the past?

Yes. Click on the "My Account" option at the very top of the home page. You'll then be able to view your order history.  

Will you notify me if there are problems with my order?

We will immediately notify you by email of any complications with your order, including back orders and credit card authorization issues.  

What forms of payment do you accept?

We accept the following credit cards:
  • Visa
  • MasterCard
  • American Express
  • Discover
We also accept checks or money orders, if you prefer to mail in your order on an order form.  

Do I need to pay sales tax with my order?

Residents in some states must pay applicable sales tax for certain products.    

If one or more of my items are on back order, when will I receive my order?

Items that are available at the time your order is placed, will ship the next business day.  Any item that is on back order will ship as soon as inventory is available.  Although a partial shipment may be shipped when the order is placed, you will not be charged for your total order until the back ordered item is shipped.

RETURNS

  • How do I return an item?
  • How do I exchange an item?

How do I return an item?

Whether you purchased your item from CompassioNet or CompassioNet.com, your satisfaction is always guaranteed. We know it's sometimes necessary to return or exchange an item and we want to make it as easy as possible for you. No authorization from customer service is required when making a return. Just adhere the Return Label at the bottom of your invoice to the outside of the package and send it back to us prepaid, with delivery verification. We will refund all unopened, undamaged products from CompassioNet and CompassioNet.com that are received within 90 days of the purchase date. The refund (less S&H) will be issued on the credit card you used for the transaction or a check will be mailed, if you paid by check.

How do I exchange an item?

If you wish to exchange an unopened, undamaged item, please call Customer Service at 1-800-510-2010.  Your exchange will ship once we receive and verify the returned product             (note: same terms apply as with a returned item).  If you have any questions regarding a Return or Exchange, please call CompassioNet customer Service at 1-800-5010-2010. We are always happy to help.

SHIPPING

  • What will I pay for shipping?
  • What are the shipping fees for International orders?

What will I pay for shipping?

  • We make every effort to ship orders on the same business day as received. Unless otherwise specified, all U.S. orders are shipped either First Class, Priority Mail or UPS
  • Next Day delivery requests must be received prior to 3 pm Eastern Time.
  • Standard Shipping:................$5.95. Allow 5-7 business days.
  • Overnight Delivery: ..............$27.90
  • 2nd Day Delivery:.................$18.90
  • 3rd Day Delivery:..................$12.95
  • Allow one additional day for Alaska and Hawaii.
  • If you have any questions, please contact us online or call us at 1-800-510-2010 or 201-661-6020 for additional information.

What are the shipping fees for International orders?

We charge a flat fee of $34.95 for all international orders (Canadian Orders - $11.95), including international VIP autoship orders.

COUPONS

  • How do I get coupons from CompassioNet?
  • My coupon is not working. What do I do?
  • How do I redeem coupons?

How do I get coupons from CompassioNet?

You may sign up to receive coupons and promotions via email. Just enter your email address at the top of the Home Page.  

My coupon is not working. What do I do?

  • Make sure you have met the minimum purchase requirement stated on the coupon.
  • Check that the coupon has not expired.
  • Make sure that your coupon is being used in the correct channel: web, catalog and for the correct product.
  • If you still have an issue with a coupon, send us an email with your coupon code, or call CompassioNet at 1-800-510-2010.

How do I redeem coupons?

During the checkout process, you will be able to enter your coupon code, gift card and/or gift certificate information when you enter your payment information. 

CUSTOMER SUPPORT

  • How do I contact Customer Support?

How do I contact Customer Support?

To submit a question or comment, just click HERE. Once you have entered your question or comment in the fields provided, click Submit to send it to us. For product inquiries or additional questions, customers within the United States may call 1-800-510-2010 - Monday through Friday from 9:00 AM ET to 5:00 PM ET. If outside of the United States, please call (201) 661-6021.
Or you can write to us at:

CompassioNet
4445 Highway A1A, Suite 200
Vero Beach, FL  32963