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| Frequently Asked Questions |
Contact Us: TOLL FREE 1-866-723-5115
When are you open for business?
You can shop online at any
time, but orders placed outside of business hours will be reviewed and
shipped the next business day.
Our phone lines are open between 8am-4pm (EST) Monday to Friday.
During this time, we take phone
orders and one our friendly customer service representatives would love
to answer any questions that you might have.
What payment options are available
to me?
You can place your order online or by phone securely with your Visa or
MasterCard.
You can also place your order by fax by creating your order online and
faxing your credit card information to (902) 566-4542.
When placing your order by money order, you will be placed into our
order queue, but your order will not be processed until we receive the
money order. Upon receipt of your money order, your order will be
processed and you will receive an email to confirm processing.
We do not accept cheques, money orders, Pay Pal, American Express, Diners Club, or cash for our online sales.
All prices are listed in Canadian dollars. If paying by credit card,
the
credit card company will automatically convert to your currency from Canadian Dollars.
Please Note: that www.iWinDirect.com will appear on your credit card statement.
Why do you ask for an email when placing orders?
Valid emails are required by our shopping cart software to complete the transaction.
Your email is also used to send
you an electronic confirmation, shipping tracking number through
CanadaPost and
an invoice for your order. We also use this should there be any issues
with your order. If you do not have a
valid email please use sales@thehtprogram.ca
We do have a monthly eMailOut to inform our membership about upcoming
specials, products or services we are offering. You may be added to
this list upon ordering or registering as a user, but can opt out at
any time.
We do not sell your emails to any third parties. Please read our Privacy Statement for more details.
Do I need to make a User Account?
You do not require a user account to place orders; you can do this anonymously.
When will I receive my order?
We offer FREE shipping to all
orders over $45 (before taxes) anywhere in Canada. All orders under $45
are subject to shipping charges based on the weight of the item(s)
purchased. You will be able to see shipping charges before you complete
your order.
All orders ship within one business day of receipt of order. Once your
order is processed, a tracking number will be sent to you via email.
Your order can be tracked at www.canadapost.ca.
Orders shipping to the Maritimes usually arrive within 2-5 Business
Days.*
Orders shipping to the Central Canada (Quebec/Ontario) usually arrive
within 5-7 Business Days.*
Orders shipping to the Prairies/Western Canada usually arrive within
7-10 Business Days.*
*Delivery times from Canada Post may be extended.
What if I need to revise or
cancel my order?
If you wish to revise
or cancel your order after it has been placed please call or email us as
soon as possible with the request and we will make every effort to
revise or correct. If your order has already been processed, you will
not be able to modify the order.
What if I live outside of Canada?
For American orders please visit us at www.theHTprogram.com
Unfortunately, we do not offer our products outside of Canada.
What if an item is back ordered or
out of stock?
Although ever attempt is made to maintain inventory of every product,
we may be occasionally back ordered on certain products. You
can place an order for back ordered items and they will ship when they
are available at no additional charge. We will ship out the remainder
of your order to ensure you get your products as soon as possible.
Items that are not in
stock cannot be ordered as we do not currently have the product on
hand. We will attempt to get this back into inventory as soon as
possible.
What if an item is
discontinued?
Items that are discontinued can be ordered from the limited remaining
stock available. However, this item will no longer be for sale once the
quantities on hand have been depleted. We will consolidate all
merchandise to our distribution warehouse from all retail locations to
ensure we can maintain fulfillment for AutoShips for as long as
possible.
We will contact current
AutoShip customers ahead of the discontinuation to allow them to "stock
up" on the item before the item is discontinued. Once this option has
been made available, we will then mark the item as discontinued on www.theHTprogram.ca. This item
will still be available to customers for purchase and AutoShips will be
filled until the item is out-of-stock. At this time, the item will then
be removed from online inventory and no longer available for sale. If we
do make another run of this item, we will re-launch it on the website
at that time.
What if I need a return or exchange?
We
do not offer returns on our products. However if your item is damaged
or your order is incorrect, we will make every attempt to replace and/or
rectify the issue with your order. This is done on a case by case
bases. Please contact us at sales@thehtprogram.ca if you have issues with your orders or the product you received.
AutoShip Orders
We offer our AutoShip Program
to those who would like to have items shipped to them on a regular
basis. You can cancel, change or pause this at anytime.* This is an
automated system and will ship items at 30/60/90/120 day intervals.
*We require 24 hours notice for any changes made to your order to
ensure that it has not begun processing. This will automatically charge
your credit card on file based on the next renewal date.
Your original AutoShip order can be
placed with items not entered in the program and will only be charge and
shipped based on the initial invoice. However, all AutoShips will ship
based on their next renewal date. Please log into your account to make
changes or call us toll free at 1-866-723-5115 if you need assistance.
Questions?
If you'd like to contact us by phone 1-866-723-5115 [8am-4pm (EST) Monday to Friday], we
will be more then happy to answer any questions you might have about our
products or services.
You can also click the
"CONTACT US" tab at the top of this page to email our sales department
at sales@theHTprogram.ca
We thank you for visiting us at www.theHTprogram.ca
Please Note: we've moved our Information Fact Sheets to our "Article" section of the site. Please click the "article" tab above to learn more about our products and read some of the articles published about their facts and benefits.
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