FAQ Categories
Shipping Questions
- When will my products ship?
- Is expedited shipping available?
- What is the minimum order amount for free shipping?
- Can I drop ship orders and what is the cost?
- Can I track my package after my order has been shipped?
- What is the standard shipping fee?
Website Questions
New Customer Registration
- Will I be notified if my account is approved?
- Do I need to have an account with Ortho Molecular Products to place an order on the website?
- How long will it take for my account to be approved?
- Will I receive a catalog or price list once I sign up?
- What type of licensure is required to qualify for an account?
Promotions and Discounts
Product Purchase
- Which credit cards do you accept?
- Who can order Ortho Molecular products?
- How long do items stay in my cart?
- Is there a minimum order?
Contact Information
- How can I contact a local sales representative?
- What are Customer Service Hours and Contact Information?
Guarantee and Return Policy
Subscription (formerly Auto-ship)
- Can I cancel a subscription?
- Can I have subscriptions to multiple products?
- Can I change or update the credit card or be used for subscriptions?
- Will I get an invoice for each order?
- Will I receive a notice prior to shipment?
- Can I return product received as a subscription?
- Are there any additional fees for using subscription?
Sales Tax Exemption
- What is a sales tax exemption?
- Who should send sales tax exemption documentation?
- Why do I need to provide sales tax documentation to Ortho Molecular Products?
- How long does it take for my sales tax exemption to be applied to my account?
- What sales tax rate is applied to my order?
- What if I have my orders shipped to multiple states?
- What if I need a sales tax exemption for multiple states?
- Why does the portal state my exemption certificate is expired if my state documentation does not expire?
- Why can’t I see my sales tax exemption documentation on my account portal?
- What number should I use to fill out the tax identification number (TIN) when using the “Add Certificate” function?
- I have more questions about sales tax exemption.
Documents and Literature
Shipping Questions
Q: When will my products ship?
A: Products that are in stock and ordered before 3pm CST will ship same day.
Q: Is expedited shipping available?
A: Yes, for an additional charge we offer Next Day Air or 2Day Air.
Q: What is the minimum order amount for free shipping?
A: Orders totaling $275 or more will ship Fedex Ground at no charge.
Q: Can I drop ship orders and what is the cost?
A: Yes, you may drop ship orders directly to your patients. There is an additional $6.00 charge for any drop shipment, plus the standard shipping fee.
Q: Can I track my package after my order has been shipped?
A: Once your order is processed and shipped, you will receive an email confirmation including the Fedex tracking number. You will be able to track your order on the Fedex website using this tracking number.
Q: What is the standard shipping fee?
A: Standard Fedex Ground Shipping is $11.95
Website Questions
Q: Who can I contact for help with my web account?
A: For questions regarding your website account please contact Customer Service at (800) 332-2351 or email [email protected]
Q: What can I do if I lose my login or password?
A: You are able to reset a lost or forgotten password by going to the “ Login” link on the site and then clicking on “ forgot your password?”
New Customer Registration
Q: Will I be notified if my account is approved?
A: Yes, you will receive a confirmation email.
Q: Do I need to have an account with Ortho Molecular Products to place an order on the website?
A: Yes, you will need an account with Ortho Molecular Products to place an order on the website. Once you are approved for on-line access, an account will be established for you.
Q: How long will it take for my account to be approved?
A: Once approved your account is available immediately. The approval process is typically completed within 24hrs (Monday through Friday).
Q: Will I receive a catalog or price list once I sign up?
A: Yes, upon registration you will receive a welcome packet that will include a catalog and price list, as well as contact information for your Sales Representative.
Q: What type of licensure is required to qualify for an account?
A: Ortho Molecular Products, Inc. produces and distributes dietary supplements and nutritional specialty products which are intended for use by patients under the professional supervision of a state licensed health care practitioner, i.e. medical doctor, pharmacist, chiropractor or naturopathic doctor.
Promotions and Discounts
Q: Do you offer any special promotions?
A: We do provide occasional promotional discounts via email and direct mail. We also occasionally provide giveaways and/or promotional discounts at conferences.
Q: Do you offer volume order discounts?
A: Yes, please review our list of volume discounts below.
- 5% discount for orders over 72 bottles
- 10% discount for orders over 144 bottles
- Volume discounts not valid with other discounts
If you anticipate placing our products on your website, please contact your rep for details & guidelines.
Product Purchase
Q: Which credit cards do you accept?
A: We accept American Express, Discover, Visa and MasterCard.
Q: Who can order Ortho Molecular products?
A: Ortho Molecular Products are only available through a state licensed healthcare professional. If you are a patient and would like to purchase our products please consult your physician or licensed healthcare provider.
Q: How long do items stay in my cart?
A: Items placed in your cart will remain for approximately 8 days.
Q: Is there a minimum order?
A: There is no minimum order required for purchasing Ortho Molecular Products.
Contact Information
Q: How can I contact a local sales representative?
A: If you need contact information for the Sales Representative in your region, please contact us at [email protected] or call (800) 332-2351.
Q: What are Customer Service Hours and Contact Information?
A:Our Customer Service hours:
Monday: 7am - 7pm CST
Tuesday: 7am - 7pm CST
Wednesday: 7am - 7pm CST
Thursday: 7am - 7pm CST
Friday: 7am - 7pm CST
Saturday: Closed
Sunday: Closed
Our Contact information:
Email: [email protected]
Phone: (800) 332-2351
Fax: (800) 476-4664
Guarantee and Return Policy
Q: Do you guarantee your products?
A: Ortho Molecular Products are 100% guaranteed. If you are not completely satisfied with any of our products, please contact us and let us demonstrate this commitment to you.
Q: What is your Return Policy?
A: Our goal at Ortho Molecular Products is to make sure our customers are fully satisfied with our products. We will accommodate most returns with the following requirements:
- Ortho labeled items can be returned within 30 days of purchase.
- No credits will be given to complaints that are received 30 days from the date of purchase.
- Expired product returns will not be accepted. Patient returns: Full credit
- No refunds/credits will be given on soft gel products, products formulated with live organisms or any of the Private Label line.
- Damaged products: Please call us as soon as possible. Claims for defective or damaged products must be made within 7 days of receipt of product(s). Please save the packing box and all of its contents.
- Please contact Customer Service at 1-800-332-2351 with the product name, lot number and number of bottles you wish to return. Return request will be reviewed and processed.
- Please note: Packages that are received back at our facility without approval will be returned to the sender.
Subscription (formerly Auto-Ship)
Q: Can I cancel a subscription?
A: Yes, subscription cancellation can be completed in the “my accounts” section of the website.
Q: Can I use subscription for multiple products?
A: Yes, however each product will be delivered as a separate order unless entered with the same ship date.
Q: Can I change or update the credit card to be used for subscriptions?
A: Yes, you can specify one card to be your default/subscription specified credit card.
Q: Will I get an invoice for each order?
A: Yes, you will receive an invoice for each order that you submit.
Q: Will I receive a notice prior to shipment?
A: No, notifications are made only on new orders or changes to current orders. You can review or change your subscription schedule at any time by going to the “Subscription” section of “My Account”.
Q: Can I return a product received as a subscription?
A: Please refer to Return Policy. For more information call Customer Service at 800-332-2351.
Q: Are there any additional fees for using subscription?
A: No, Auto-ship is a FREE feature.
Sales Tax Exemption
Q: What is a sales tax exemption?
A: A sales tax exemption releases a business or organization from having to pay state or local sales tax on products purchased as wholesale goods that will be resold to an end user or be an exempt entity.
Q: Who should send sales tax exemption documentation?
A: A business registered for state sales and use tax can use a resale certificate only when the products purchased are to be resold by the business. All sales tax exemptions require documentation.
Q: Why do I need to provide sales tax documentation to Ortho Molecular Products?
A: State laws require us to have exemption documentation for all customers who claim sales tax exemptions. Without the proper documentation on file, Ortho Molecular Products is required to charge sales tax on your purchases.
Q: How long does it take for my sales tax exemption to be applied to my account?
A: It may take 24 hours for your exemption certificate to be applied.
Q: What sales tax rate is applied to my order?
A: In general, sales tax is based on the shipping destination. If you ship products to a different state, the taxability of your order is based on that state’s sales tax rules and regulations.
Q: What if I have my orders shipped to multiple states?
A: In your account portal, you can see which states you have provided documentation for, as well as the status of the documents. States can be added using the “Add Certificate” function within the portal to ensure all states are accounted for.
Q: What if I need a sales tax exemption for multiple states?
A: In your account portal, you can see which states you have provided documentation for, as well as the status of the documents. Additional states can be added using the “Add Certificate” function within the portal to ensure all states are accounted for.
Q: Why does the portal state my exemption certificate is expired if my state documentation does not expire?
A: While the certificate may not expire, our company requests updated documentation to verify that the business, address, and tax ID are still valid.
Q: Why can’t I see my sales tax exemption documentation on my account portal?
A: If you cannot see the documentation on your account portal, then the sales tax department has not received the documentation. The best way to ensure that your documentation is received is to use the “Add Certificate” function directly on your account portal.
Q: What number should I use to fill out the tax identification number (TIN) when using the “Add Certificate” function?
A: In most cases, your Sales-tax Identification (SID) Number/Tax Identification Number (TIN) is required to fill out the form properly. This number is usually found on the sales tax permit or license provided to you by your state and is different than your Federal Employer Identification Number (FEIN).
Q: I have more questions about sales tax exemption.
A: We recommend speaking with a vetted sales tax expert or your business tax accountant.
Documents and Literature
Q: Do you supply patient information/literature?
A: We provide information/literature such as social media posts, product brochures, animated videos and product information sheets to our clinicians, who can use them with patients.
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