DrSinatra.com: Frequently Asked Questions

Searching

Shopping Process

 

Order History

 

Online Account

 

Payment

E-mails and E-letters

Heart, Health & Nutrition Subscribers

Guarantees and Return Policy

Shipping and Tax

AutoDelivery Orders

 
Security

International Customers

 

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: OM60), product name (example: Omega Q Plus) or primary ingredient name (example: coenzyme Q10), please enter it in the product search box on the middle left side of the screen.
• To search by health concern you may choose from the "Health Concerns and Solutions" drop down list on the left navigation bar.
• Or click "Shop Now" and navigate by:
  • Health Concern
  • A-Z List
  • Special Offers
  • Ingredient

 

 

Shopping Process

How do I place an order?
You can place your order either online or by telephone.
Online, enter the item number in the product search box on the middle left side of the page. The item will appear in your search results. Click “learn more” then “add” to add the item to your shopping cart and follow the prompts to begin the checkout process.

Or call customer service at 1-888-887-7498 and give the item number, or name of the product you wish to purchase.

How do I use my promotion code?
After you add the items you wish to purchase in your online shopping cart, enter the promotion code in the box at the bottom left corner of the screen and click the button that says “Add promotion code.” Once entered, the cart will display the promotion code and update the cart total with the appropriate savings. Note: Only one promotion code can be used per order. Please check your individual promotion code for details.

When will I receive confirmation that my order is being processed?
After entering your payment information and clicking on the "purchase" button, you will be taken to the order confirmation page. This page serves as your receipt and should be printed out for your records. In addition, you will also receive an e-mail confirming your order.

Will I receive confirmation that my order has shipped?
Yes, you will receive an e-mail 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," you will be prompted to choose a shipping address (if you already have multiple addresses in your account) or enter a new shipping address.

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.

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 then click on the "My orders" tab. From within the "My orders" you will be able to:

• Refill a previous order
• Update your AutoDelivery address
• Update your AutoDelivery 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 provided an e-mail address when you place your order, you must create an account online using the same email address.  Once you do this, your order history will appear in your online account in 10 business days.

If you have not provided an e-mail with your order please contact customer service at 1-888-887-7498

 

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 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 AutoDelivery 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 e-mails 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. Sinatra about new health findings, special events, product launches, and more.

 

How do I create an account?
Create an account anytime by clicking “Register” in the upper right hand corner of the Web site or click the “My Account” tab and then click “Create Account.”

1. Enter your name, e-mail address, and create a password.
2. Click submit.
3. You will receive an e-mail confirming the creation of your new account.

 

I forgot my password.
You can quickly retrieve your password by following these easy steps:

1. On the log in page, click, “Forgot your password?”
2. Enter your e-mail address and continue.  A temporary password will be e-mailed to you.
3. Use the password in the e-mail you receive to login to your account.
4. After you login go to “my account” and click, “change password.”
5. Change your password to something only you will remember.

 

How do I update my  password?

1. Login to your account.
2. Go to ‘My dashboard” in the middle right corner of the screen.
3. Click “change password” and follow the prompts.

 

How do I update my address?
Follow these steps:

1. Login to your account . You will be taken to your account dashboard.
2. Under the tab address book, click on the link to "Manage Addresses."
3. You can then update your billing and shipping addresses.
4. Then click,  "Save Address." 

 

Can I add multiple mailing addresses to my account for easy access later?
Yes! You can add several billing and shipping addresses.  Just go to “Account Dashboard” and click, “manage addresses” to add and remove addresses from your account.

How do I update my e-mail address?
Under “Contact Information” in “Account Dashboard” click, “edit." 

 

Payment

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

 

E-mails and E-letters

What is "whitelisting"?
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 drsinatra.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. Sinatra e-letters and offers are being mistakenly blocked.

As it happens, there's something you can do to help keep your Dr. Sinatra e-mails from falling into the false positive trap. Through a simple process known as whitelisting you can flag your Dr. Sinatra e-mails and offers so that they are never at the risk of being blocked (a.k.a. blacklisted). See below to learn how to whitelist your Dr. Sinatra e-mails.

How do I "whitelist" drsinatra.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 its 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. Sinatra e-mail to your address book.

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

 

Gmail
To ensure that your Dr. Sinatra e-mails 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" and add the "From" line of your most recent Dr. Sinatra e-mail.
• Click "next step."
• Select where you want the e-mail to go.
• Click "create filter."

 

Thank you for whitelisting Dr. Sinatra e-mails.

Yahoo
To ensure that your Dr. Sinatra e-mails 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. Sinatra e-mail.
• 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 whitelisting Dr. Sinatra e-mails.

Hotmail
If you are using Hotmail, you can ensure that your Dr. Sinatra e-mails 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. Sinatra e-mail. Click "Add."
• When you see the address you entered in the "Safe List" box, click OK.

 

Thank you for whitelisting Dr. Sinatra e-mails.

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

• Go to "Keyword Mail Controls."
• Select the screen name to where we're sending your Dr. Sinatra e-mails.
• Click "Customize Mail Controls For This Screen Name."
• For AOL version 7.0: In the section for "Exclusion and inclusion parameters," enter the address in the "From" line of your most recent Dr. Sinatra e-mail.
• For AOL version 8.0 and above: Select "Allow e-mail from all AOL members, e-mail addresses and domains."
• Click "Next" until the "Save" button shows up at the bottom.
• Click "Save."

 

Thank you for whitelisting Dr. Sinatra e-mails.

Others
Many popular e-mail programs, including Outlook, Outlook Express, Eudora, and Netscape Mail, don't provide a convenient way for you to whitelist the folks from whom you want to receive e-mail. If you're using this sort of e-mail system and you either aren't getting your Dr. Sinatra e-mails or want to make sure you continue to receive your Dr. Sinatra e-mails 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. Sinatra e-mails are ones that you asked for and value. Ask them if they can whitelist drsinatra.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. Sinatra e-mail.
• Domain: If they need to know the domain we're mailing from, use @drsinatra.com.

 

Thank you for whitelisting Dr. Sinatra e-mails.

 

Heart, Health & Nutrition Subscribers

How do I update the address where my newsletter is delivered?
Follow these easy steps:

1. Log into your account online.
2. Click on the "My orders" link in the right navigation bar.
3. Under newsletter subscriptions click  "change delivery address" tab.
4. Follow the instructions on the page.

 

 

Guarantees and Return Policy

What is your quality promise?

Healthy Directions is the #1 provider of doctor-formulated nutritional supplements. For over 20 years, we have demonstrated our unwavering commitment to safety, superior product quality, and life-changing expert guidance. Doctors trust Healthy Directions because we develop advanced formulas to their exact specifications, using the highest quality ingredients, safely produced every step of the way. Our promise to you…

• Advanced Doctor-Developed Formulas using therapeutic doses based on the latest scientific research.
  
  
• Stringent Quality Standards and Triple Testing Philosophy™ that exceed industry Good Manufacturing Practice (GMP) to deliver safe, superior products every time backed by our 100% satisfaction guarantee. All products are proudly made in the USA or Canada from the finest ingredients available worldwide.
  
  
• Life-Changing Natural Health Guidance from the premier thought leaders in Integrative and Alternative Medicine to help you achieve your wellness goals.
  
  
• 20-Year Track Record of Excellence and Experienced Leadership delivering unparalleled safety, incomparable quality, and exceptional customer service.

 

Healthy Directions Triple Testing Philosophy™

Healthy Directions adheres to exceptionally high standards that go well beyond industry norms to fulfill our quality promise to you. Our Triple Testing Philosophy™ ensures that every nutritional supplement from Healthy Directions is manufactured under stringent quality controls that even exceed the requirements of the FDA for dietary supplements. Specifically, every supplement receives our three-step approach to testing:

STEP 1: Rigorous Screening of Raw Materials in compliance with current Good Manufacturing Practice (GMP) to assure the identity, quality, purity, and potency of every Healthy Directions product.

STEP 2: 100% Finished Goods Batch Testing to ensure that every product meets label claim and purity specifications. Extensive testing is combined with state-of-the-art manufacturing and strict inspections at critical points throughout the production process.

STEP 3: Independent Laboratory Testing to confirm that Healthy Directions’ products meet purity and potency specifications for optimal efficacy. With our Triple Testing Philosophy™, we have maintained our spotless safety record for over 20 years and are committed to providing you with effective, superior quality nutritional supplements that deliver what you need with every dose.

How are your products guaranteed?

Every nutritional supplement purchase from Dr. Sinatra is protected by his 100% satisfaction guarantee. If for any reason the product does not meet your expectations, simply return it within 90 days for a full refund of the product price. It’s that simple.

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.

 

 

Shipping and Tax

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

Nutritional Supplements and Healthy Living Solutions:

Standard Delivery Allow up to 8 business days. (If ordering by mail, please allow up to 2 weeks for delivery.)*	New! Flat-Rate Shipping—Just $5.99 on your entire order per shipping address
Expedited Delivery (Please allow 3 business days for delivery.)	Flat Rate of $15.99
AutoDelivery orders	FREE Shipping on every order after your first!

 

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

Please note: Healthy living solutions products may require an additional heavyweight surcharge for each item ordered. Please see the individual product pages of these products for the specific charge. These items are only available for shipping inside the continental United States.

Newsletters:

There is no shipping charge for standard delivery on newsletters. Expedited shipping charge is $6.00.

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, supplement orders from NC, and newsletter orders from MD.

 

 

AutoDelivery Orders

What is AutoDelivery?
AutoDelivery is a convenient option that allows you to enjoy the benefits of receiving your favorite products on an automatic shipping schedule that meets your individual needs. It’s about having what you love, when you want it, at a price that is guaranteed. (New AutoDelivery replaces EasyShip Savings Program.)

Plus, you benefit from:

• FREE SHIPPING: You pay shipping and handling on the first order only. All other shipments ship free!
• Personal service: Customer service representatives are available 24/7 to help. You can change your schedule, add products, or even have supplements sent to you when you travel!
• Cancel any time: Satisfaction guaranteed.

 

Just choose “AutoDelivery” when checking out.

Important Information about AutoDelivery
Available for credit card orders only; cardholder’s signature required. By choosing AutoDelivery, your supplements will be automatically shipped based on supply length ordered, and billed to the credit used for today’s order. Your credit card will be billed each time your AutoDelivery order ships. You’ll enjoy FREE shipping on every order after your first! You may change, delay, or cancel your AutoDelivery order at any time without obligation by contacting customer service at 800-665-9737. Please Note: Sale prices only apply to the first AutoDelivery shipment. Future shipments will reflect the retail price.

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

1. Log into your account.
2. Click on the "My orders" link in the right navigation bar.
3. Look at the heading AutoDelivery Orders  and you will see your AutoDelivery orders listed below.
4. Click on "Update your AutoDelivery address" next to the orders you wish to update.
5. Enter the new name and address for this AutoDelivery order and hit "Save Address."
6. Your address will be updated immediately.

Note: You cannot change your AutoDelivery shipping address within 10 days of your next order ship date.  Changes made within 10 days of your order ship date will be applied to the next month's shipment.

 

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

1. Log into your account.
2. Click on the "My orders" link in the right hand column of the page.
3. In the order history all your AutoDelivery orders will have a clickable link in the delivery change column. Click the appropriate "Update" link.
4. You will see the next shipment date and the frequency your AutoDelivery order is on currently. You will be able to change that to a 30, 60, 90, 120, or some other timeframe and hit "submit."
5. Your frequency change will be updated in your account immediately and the changes will take affect in 10 business days.  If you have questions please contact customer service.

 

 

Security

How are you safeguarding my personal information on your site?
Your security is a priority at drsinatra.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
Drsinatra.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.

PROTECTION 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.)

 

 

International 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: 1-888-887-7498. We are able to send Heart, Health & Nutrition newsletters to Canada, however as all billing is in US dollars, the conversion rate will be the rate as of the date the order is processed.