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Free Shipping on Canadian Orders Over $50
100% MONEY BACK GUARANTEE
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Frequently Asked Questions


Contact Us: TOLL FREE 1-866-723-5115 


When are you open for business?
What payment options are available?
Why do you ask for an email when placing orders?
Do I need to make a User Account?
When will I receive my order?
What if I need to revise or cancel my order?
What if an item is back ordered or out of stock?
What if an item is discontinued?
What if I need a return or exchange?
What is an AutoShip Order?
What are iWD Points?
What if I live outside Canada?
How do the Free Samples work?
What is this limited edition DynaWhey bag all about?
Other Questions?


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?

You can place your order online or by phone securely with your credit card. We accept Visa and MasterCard. We also accept
NEW PayPal (and NEW American Express, through PayPal). You can place your order by fax by creating your order online and faxing your credit card information to (888) 865-7682.

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 checks, Diners Club or cash for our products online.

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 Direct NutriSciences inc. will appear on your credit card statement.

If you reside in Charlottetown, PEI, we accept cash transactions for orders placed online. Please call ahead [1-866-723-5115] for product availability and to avoid shipping charges. Orders placed for pick-up may require 24 hours notice as they process outside of our regular shipping queue.

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@iwindirect.com

We 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.

For our iWD Points System you require a user account for the points to be associated.

For our AutoShip Program it is preferred you create a user account so you can easily update the information online at any time. However, you can call 1-866-723-5515 to update your information.

When will I receive my order?

We offer FREE shipping to all orders over
CA$50.00 (before taxes) anywhere in Canada. All orders under CA$50.00 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.
We reserve the right to increase the shipping costs for out lying areas at our discretion.

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 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.iWinDirect.com. 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 offer a 100% money back guarantee on the cost of all products purchased at www.iwindirect.com, minus any shipping costs.

If for any reason you need to make a return or exchange, please contact us by email (
sales@iwindirect.com) or phone (1-866-723-5115). If possible, please provide us with the invoice number associated with the return. This is important so that we can be aware of the return before arrival and prepare the necessary paperwork associated with your account. Please also advise on the reason for the return so that we can improve our products and our performance in the future. A customer service representative will then respond with a confirmation message and additional return instructions if necessary.
 
Note that we accept the return of all products in the original packaging within 30 days of shipment. The customer is responsible for any expenses associated with the return, including insurance on the shipment. We are not responsible if returns are lost during transit and not properly insured.We will issue refunds upon receipt of the returned product for the full cost of the product, minus any shipping costs. Only one order per customer and one opened product per customer will be refunded*.
 
Please note that 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 basis.

*Items returned as open product due to defective product are the exception. These will be assessed on a case by case basis.

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.
Orders paused for more then four months will be cleared from our system. A new AutoShip order will then need to be placed to re-activate your AutoShip.

Your order must meet our CA$50.00 AutoShip Minimum for FREE Shipping. This is based on individual renewals. Each renewal date (whether 30/60/90/120 days), must meet or exceed this amount to be valid for FREE Shipping.

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.



Shipping outside of Canada


Unfortunately, we do not offer our iWinDirect product line to customers residing outside of Canada at this time. If you reside in the United States, you can visit our online retailer who offers DynaWhey and JointEase outside of Canada.

Please visit www.FitZoneProducts.com 


The Fit Zone Nutritional Product brands carry many comparable products to our iWinDirect brand, however they do not fall under the direct to customer iWinDirect model.

We do not offer AutoShips to US customers at this time.
However, Fit Zone Nutritional Products offers an AutoShip program.




FREE Samples

We like to offer FREE Samples of our products so you can try our products before you buy them. These free samples are FREE, just pay shipping and handling.

We also offer our Additional Samples at low prices for samples and to be used as individual serving sizes. Great for lunches or the gym!

Alternatively, you can order the samples with any of our products and then standard shipping fees are enabled. Therefore, if your order is over CA$50.00, you qualify for free shipping, including your samples.

Please Note: You can order one of each every FREE sample flavour FREE of charge, but there is an additional fee for buying multiples of the same flavour. All protein samples are CA$1.50 for additional samples of the same flavour. Please see the "additional samples" for other sample size alternatives.



Have a Limited Edition DynaWhey Bag?

We produced a limited edition bag and the price has still not been claimed!
Your bag could be a winner!

Thank you for participating in the "DynaWhey for a Year" contest.  Winning bags will have the word "WIN" printed beside the lot number.  Contestants who have a winning bag will need to call TOLL FREE at 1-866-723-5115 and verify the lot number.  Winners will receive two separate shipments of 6 bags of DynaWhey (flavour of their choice), free of charge. Please keep your bag for verification purposes.

It's our way of saying thanks to those who have been loyal DynaWhey customers.

If you have any questions in regards to the contest please call us TOLL FREE at 1-866-723-5115 or hit the "contact us" tab above.

Good Luck!


contest ends 08/2011




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@iwindirect.com

We thank you for visiting us at www.iWinDirect.com


www.iWinDirect.com reserves the right to revise this policy at any time.

 




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