FREQUENTLY ASKED QUESTIONS
Below is a list of commonly asked question regarding ordering and your order. However, if you have additional questions or need more information, please contact us directly at [email protected]
General Order Questions
Q: Why should I become a registered user?
As a register user, you do not have to re-enter your credit card, shipping or billing information; when you place an order, they will be filled in automatically.
Q: Why did you call or e-mail me to verify my order?
For your security and protection. If, when we process your order, we find something suspicious regarding your order, we will call or e-mail you to verify your information.
Q: How do I know that my order has been shipped?
When your order has been shipped, we will send you another e-mail with your tracking number and a link to where you can track it online.
Q: How do I change or cancel an order?
To cancel or change you order, please contact customer service as soon as possible. We will make every effort to accommodate your request. However, keep in mind that our system is designed to fulfill orders as quickly as possible. As a result, we cannot cancel or change an order once it has entered the shipping process.
Q: What are my payment options?
We accept Visa, Mastercard, American Express and eCheck.
Q: Is your website secure for online ordering?
Yes. Secure Socket Layer (SSL) encryption is used for every transaction to ensure that your order is secure. SSL encrypts the transmissions from our ecommerce servers as well as your computer. SSL encryption works by forming a matched pair with the transmission from your computer transmission and our server, so that only data to and from these sources can be valid.
Q: What is the status of my order? How do I track my order?
Once your order has been shipped, you will receive a shipment confirmation email that will contain order tracking information.
Q: What’s the difference between “order date” and “ship date”?
On most websites, “order date” and “ship date” are not the same. For example, if you place an order on Friday at 11:00 p.m. PST, your package will not ship until the following Monday. Although most orders are shipped the same day, please remember that any orders placed after 3:00 p.m. PST will be shipped the next day and any orders placed over the weekend will not be shipped until the following Monday.
Q: What are your shipping fees?
Shipping fees are determined based on the zip code to which we ship. You will be able to auto-calculate standard ground, two-day and overnight fees during the checkout process.
Q: Do you ship to PO boxes?
For security reasons, we do not currently ship to P.O. boxes.
Q: If I send my package as a gift, will the recipient receive the invoice?
Yes. If you would like us to remove the invoice from the package, please send us an email immediately after your order is placed.
Return / Exchange Questions
Q: What is your return/exchange policy?
Please see above or click here to view our return/exchange policy.
Q: Can you tell me when new products or special promotions are announced?
Yes, sign up for the FAKTOR-Fx Insider email updates, or join our Facebook and Twitter and you’ll hear all about our latest products and events.
ORDERS & RETURNS
We want you to be completely satisfied with your purchase. If, however, you are not fully satisfied, purchased product may be returned within 30 days for a credit or exchange.
All returns must have a Return Authorization number (RA #) to properly process your credit or exchange. Please contact customer service, or email us at [email protected] to obtain a Return Authorization number. Please include information on your purchase, the reason for the return and your contact information.
Refunds will be issued in the original form of payment. For further clarification please call us at 1-949-981-7940
Return products to:
Restoration Muscleware Distribution Center
ATTN: RA #
18226 W. Mcdurmott Ste. H
Irvine, CA 92614
Please send your package via a prepaid, traceable and insured method to help ensure a safe documented delivery. Make certain your return authorization number is clearly marked on the package (see above) and that your name, address and phone number are included. Return mailing expense is not refundable. We will process your return to the best of our abilities. In the event that an exchange item is not available, a refund will be issued to the credit card or checking account used for the original purchase.
If you have an exchange for the same dollar amount as the original purchase, no additional shipping or handling costs will be incurred. Shipping and handling fees are not refundable. Please allow 7-14 business days for your exchange or credit to be processed.
Please allow 1-2 billing cycles for the credit to appear on your statement.
Order Cancellation Policy
Due to our quick processing of orders, it may be difficult for us to make changes to your order after it has been placed. We will do what we can to accommodate your change, if the order has not already been shipped. Any shipping costs incurred as a result of changes to the order will be charged to the customer. Please see the shipping page for shipping charges.
We make every effort to ensure that all information is correct at the time of printing. FAKTOR-Fx reserves the right to change prices printed without prior notice and to invoice at the corrected price.
PRIVACY & POLICIES
What Information Do We Collect About You?
You can visit our Website, read articles and other materials, browse products and check on offerings without giving us any personally identifiable information. However, in order to provide users and subscribers with the most efficient and enhanced personalized service and attention, we may request information about you in certain circumstances and collect certain information automatically. For the convenience of all of our customers and to better serve you, we create and maintain a customer account that includes all the collected personal information we may have with respect to an individual. Nevertheless, you can update or correct your contact information or change your preferences about receiving offers and information from us at any time.
Information You Volunteer
We collect personally identifiable information that you volunteer to us (such as your name, mailing address, e-mail address, phone number), when you subscribe to, or create an account with us or place an order through our Website (see the section below for more information on subscriptions, account management and orders), enter a contest through our Website, or voluntarily register on our Website. Often this additional information is optional or requested anonymously in connection with a survey. Website visitors may register to receive our e-mail updates, or enter online contests. Sometimes registration can be accomplished by submitting only a user name and password. Other offerings may require the submission of additional information.
Information Collected Automatically
What Do We Do With Collected Information?
We use information you provide to fulfill your requests and improve our Website, products and services. This information allows us to provide content and offers that are most relevant to our subscribers and users and to work more closely with advertisers. We do not include any personally identifiable information of our users in these reports. We use personal information so that we may display or send custom, personalized content to our Website visitors and send newsletters, mail, e-mails, features, promotional material, surveys and other updates, information or offers to our users and subscribers. A user may, at any time, opt out of receiving such information by going to the unsubscribe page and following the instructions on those pages. We also use collected information to evaluate and administer our products and services, fulfill customer requests, announce contest winners, respond to any future problems, such as difficulties in navigating our Website or accessing certain features, and to gauge user trends to determine what products and services are most popular with users. We allow users of our Website to send articles or links by e-mail to other parties who may be interested in them. We do not retain any e-mail addresses (unless you are a member who has already voluntarily provided your e-mail address) of either the sender or recipient of such articles or links after they are sent, and we do not share "send a friend" e-mail addresses with third parties. Of course, we use personal information to allow you to subscribe online or to make product purchases on any of our Websites. We and our technical and fulfillment agents, partners and consultants follow carefully proscribed procedures to safeguard credit card data in connection with your transactions and adhere to certain legal requirements.
How Do We Share Personal Information?
Personal information is available to RESTORATION MUSCLEWARE, LLC and the technical and fulfillment agents, partners and consultants who make our Website, products and services available to you. FAKTOR-Fx and Its Agents. FAKTOR-Fx may access anonymous, aggregate demographic data and any personal information you provide for internal marketing purposes, including sending you notices of contest or promotional winners, new Websites, services or products we offer and any other orders. To facilitate orders, FAKTOR-Fx will cache your order information, and create an authorization with a merchant account (e.g., your credit card company). Website hosting firms, technical and database consultants, advertising agencies, order processing partners, customer service partners and fulfillment firms, including firms assisting us in offering contests and promotions, may have access to personally identifiable information in the course of making our products and services available. All companies working for and with FAKTOR-Fx must comply with our privacy policies, and are not permitted to sell your information to third parties or to use it except as authorized by us and you, or as permitted or required by law.
Some of our Websites may offer opportunities to make purchases online from special participating vendors. On Websites with these online purchase opportunities, we will also give participating manufacturers, retailers, wholesalers or distributors the order information and authorization for the merchant bank. Any time you order from a participating vendor, that vendor will automatically have all the information related to the order. Participating vendors have their own privacy polices, and they may use that information to advise you directly of other products and offerings that they provide. FAKTOR-Fx is not responsible for these third parties' respective privacy policies, and we urge you to inquire about their information collection and use practices. In addition, all vendors will receive the same anonymous, aggregate data that our advertisers receive.
Credit Card Companies
As in any transaction, your credit card company will have all relevant information about the name of the vendor, item(s) purchased, date, total cost and other information necessary to process the transaction. FAKTOR-Fx will not otherwise provide any personal data to your credit card company without your permission.
Advertisers, Sponsors and Promotional and Business Partners
We share anonymous, aggregate demographic information (such as gender, age, income, hobbies, interests, etc.), and anonymous information obtained from cookies and similar technologies, with our advertisers, sponsors, promotional and business partners, and participating vendors. No personally identifiable information is disclosed to any of these third parties in providing these reports. Credit card numbers, bank account numbers and passwords are not shared with advertisers, sponsors or promotional partners, and are only shared with the specific vendors with whom you place an online order. Information, which we obtain in non-Internet transactions or promotions, is handled differently. We may share offline contact information with third parties, who may send you offers or information about their products or services. You must opt-out if you do not wish to receive information from third parties or us by mail. Your e-mail address is not shared with third parties unless you agree to receive information, by opting-in, from third parties. In other words, we may extend e-mail offers to users or subscribers on behalf of our business partners about a particular product or service that may be of interest to you, but only if you have indicated that you would like to receive these offers. If you wish to receive such offers, we will not share or disclose your name or e-mail address to those business partners, but will send you the information or offers on their behalf. As a result, although FAKTOR-Fx may receive a fee from our business partners for this service, FAKTOR-Fx sends the offers so that your personal information is never shared with any outside third party. Of course, you may opt out of receiving these offers at any time.
SHIPPING & DELIVERY
Orders are processed and shipped from 8:00 a.m. to 2:00 p.m. PST Monday through Friday. Orders placed after 2:00 p.m. PST Monday – Thursday will be processed the following day. Orders placed after 2:00 p.m. PST on Friday or on Saturday or Sunday will be processed the following Monday.
Shipping times are estimates. FAKTOR-Fx is not responsible for shipping carrier delays caused by weather or natural disasters.
We are working towards shipping International orders without delays, but currently WE DO NOT ship outside of the United States.