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Frequently Asked Questions


 

Is ordering online safe?

Shopping at jomarlabs.com is safe. When placing an order or browsing your account information on our site, the transmission information is encrypted using the best available Secure Socket Layer (SSL) technology, the most secure encryption technology currently available for electronic transactions. We use the same networks that retail stores use when you make a credit card purchase in person. To read more about the steps we take to ensure the safety and privacy of your online shopping experience, please read our privacy & security policies.


 

Can I place my order telephone?

Yes, while placing an order online will make it easier for you to track the status of your order, you are welcome to call and place your order over the phone. You can call us at 1-800-538-4545 between the hours of 8:00 a.m. and 4:00 p.m. PST, Monday through Friday.

Alternatively you may use our Mail Order Form for faxed or mailed orders.


 

Does Jo Mar Labs accept international orders?

Yes, our website now accepts international orders and payments.  We can ship to many different countries around the world, but not all of them.  Some countries have restrictions on Dietary Supplements and do not allow for them to be imported.  If you do not see your country listed in the One-Step check out page or on the Shopping Cart shipping quote feature, we will not be able to ship your order to your country. 

Please keep in mind that – even if we are able to ship to your country – your country may have some restrictions on how much you are able to import.  Please check with your local customs department to ensure that you are able to receive the type and amount of Dietary Supplements you are ordering.  We are not responsible for orders that are returned by customs and the shipping fees are non-refundable once the order has left our facility. 

Lastly, please be aware that it typically take 6 to 10 business days to receive an international order but it may take 3-4 weeks to receive it - depending on your local customs department and that we can only track packages within the United States.  Duties and taxes will be assessed by the receiving county and are the responsibility of the receiving party.

 


 

What type of payment does Jo Mar Labs accept?

Acceptable payment methods are Visa, MasterCard, American Express or Discover.

For orders over $3,500.00 we may request payment to be made via Cashier's check or wire transfer.

We reserve the right to cancel or reject any order for any reason.


 

How do I remove products from my shopping cart?

To remove products from your shopping cart hover your cursor over CART on the right hand side of the screen under the search box. Under CART it will say how many items there are in your cart. If you click on that number it will take you to your shopping cart. From there you can change or delete any item in your shopping cart.


 

What shipping options do I have?

  • USPS Priority Mail
  • Express Priority Mail
  • UPS Ground
  • UPS 3-Day
  • UPS 2-Day
  • UPS Next Day

Orders to be shipped to Guam or APO/FPO addresses are shipped ONLY via USPS Priority Mail.

All our products are shipped out from Campbell, California. In general most products are delivered in 3 to 5 business days when shipped via USPS Priority Mail. We are not responsible for delayed shipments. We reserve the right to cancel any order for any reason.


 

How do I choose what shipping option I would like and what are the shipping charges?

When you are done shopping and are ready to check out please click on CHECKOUT under the search bar on the right hand side of the screen. Once you're on the Checkout page you will need to enter your billing information and shipping information (if different than the billing) to be able to see the shipping options & prices available to you.


 

What do I do if my order was damaged during shipment?

We go to great lengths to ensure that your order is correct, properly packaged, and well protected. Despite our best efforts, damage sometimes occurs during shipment. We strongly recommend that you always inspect your shipment before signing or accepting. If any exterior damage is visible, we recommend that you refuse shipment; if there is interior damage, please contact us immediately at 1-800-538-4545.


 

How do I know my order was received?

When you place your order online you will receive an email confirming the receipt of your order shortly after your order has been placed. All orders placed through our website (when checking out with an account) will be available to view when you log into your jomarlabs.com account.


 

How do I check the status of an order?

You can check the status of your order at any time by logging into your jomarlabs.com account. If you aren't already logged into your account, do so using the ‘login' at the top of our site. Once logged in, you will be able to view your order and past orders in “My Orders”.

You can also call us at 1-800-538-4545 between the hours of 8AM and 4PM Monday to Friday or you can email us at any time at info@jomarlabs.com to inquire about the status of your order.


 

What is your return & cancellation policy?

We not only guarantee the quality of our products, we also guarantee your satisfaction. If you are not 100% satisfied with your order, be assured that, with your assistance, we will resolve the problem quickly and easily. We will promptly issue a refund, credit, or replacement– whichever you prefer. Although a 20% restocking fee will be applied when applicable.

However; please keep in mind; we do not refund any special order items, custom formulas or shipping charges once the order has been shipped.

To receive credit, you must contact Customer Service within 90 days of the invoice date. No credit or returns are allowed after 90 days.

No returns will be accepted for close-out items, special order items or custom formulas.

Customer Service must approve & authorize all returns or replacements.

To ensure that your returns are handled quickly and effectively, please be prepared to provide your name, invoice number, and a brief reason for the return.

Instructions:

Call Customer Service at 1-800-538-4545 between the hours of 8:00am and 4:00pm PST Monday through Friday to request authorization to return products (Please have your invoice number and order date ready when calling).

If authorization is given by the Customer Service Representative please package the products you will be returning in an appropriate shipping container with a note containing your name, invoice number and the reason for the return.

If the reason for your return is due to a mistake that we may have made we will be happy to send you pre-stamped USPS envelope or a UPS Call Tag in which to return the products in.

Then ship it back to us at the address above with Attention: Returns in the address line

Your account will then be credited upon receipt of the returned products.

Cancellations:

Since we ship all orders for in stock items by 3:00pm the day they are placed, to receive full credit for a cancelled order you MUST contact Customer Service by 3:00pm PST the day you placed the order.

If you want to cancel your order after it has shipped you will still be billed for the shipping charge and you will have to either refuse the shipment when it arrives or return it to us at your cost.

Your account will be credited for the amount of the products returned as soon as they are received back at our office.

All cancelled orders will be credited to the account the next business day.


 

When should I take Amino Acid Supplements?

Since free form amino acids don't require digestion to be absorbed so it's best to take them on an empty stomach either ½ hour before or an hour after eating. Amino acids that are taken on an empty stomach will not have to compete for absorption and you get the best possible results.


 

What's the best way to take Amino Acids?

Amino acids should be taken with a full glass of water. You need the water to give the body the liquid it needs to transport all of the nutrients to the cells in your body.

Some Amino acids are tasteless and some have very strong flavors and aromas. Flavors can vary from: sweet, tangy, sour, bitter, or like sulfur.

Amino acid powders can be taken sublingually (under the tongue) or mixed in liquid or applesauce. Although some amino acids are tasteless most have tastes that can range from sweet to bitter. So if the taste bothers you we suggest mixing your powder in juice or other non-protein drink or applesauce (applesauce works great with children).

Most amino acid powders are water soluble or semi-water soluble. So to get the best results when mixing your powder into a liquid we suggest putting your drink into a shaker and drinking it with a straw to ensure that you get all of the amino acid powder residue, which can settle at the bottom.


 

What is the shelf life of Amino Acids?

While amino acids generally don't spoil, they will lose their potency over time. How the amino acids are stored will play a large role in how long they retain their potency. If stored in airtight containers and kept in a cool, dark, dry place, amino acids can last up to 3-5 years but the general optimal potency guidelines please use within 2 years.


 

Where can I get more technical information on Amino Acids?

You may call or email our knowledgeable Customer Service staff and they can answer any questions you may have regarding any of our products. Although please keep in mind that we are not medical professionals and we CANNOT give medical advice or assist you with your choice of amino acids or the amount to take. We urge you to consult with your doctor, veterinarian or nutritionist for this information. In addition, there are many good books on the uses of amino acids. We have a recommended reading list available to guide you. You may also look at the following pages for more information on Amino Acids and our Blends:

Amino Acid Connection
Flavor and Taste Chart
Weight Calculation Chart


 

Do you make custom formulations?

Yes, we can mix any custom blend of amino acids for you, your pets or your clients. These blends are available in 1000-gram size, packaged in double sealed plastic bags or bottles if you prefer. The price is based on the cost per gram needed using our kilo prices plus a $100.00 mixing/processing charge. Formulas over 5 kilos can be encapsulated for an additional charge. Please call us at 1-800-538-4545 for more information.


 

Do you offer discounts to professionals?

Yes, we offer discounts to professionals along with a wholesale product line sold only to doctors and pharmacies. Case discounts, private labeling, bulk quantities and custom formulations are easily arranged with very low minimums. Please call 1-800-538-4545 for more information or to set up a wholesale account with us.


 

Do you offer custom/private labeling?

Private labeling is available. Please inquire for pricing on custom label projects at 1-800-538-4545.