Contact
Two routes, and they do different things. The order desk on +1 (302) 200-3480 can see your order. This website cannot — we publish the product information and hold no order records at all.
Two routes, and they do different jobs. Orders, tracking, address changes, cancellations and refunds go to the seller’s order desk on +1 (302) 200-3480, open Monday to Friday, 9:00am to 5:00pm Eastern Time, because that desk is the only one holding order records. Pages, corrections, privacy and press go to this website at [email protected].
This site can correct a page. It cannot see an order, issue a refund, or tell you the price, the shipping cost, the delivery estimate or the guarantee term, because none of those four was supplied to it. No response time was supplied for either route either, so none is printed below.
The two routes
Picking the right one saves a day. The order desk is the seller’s; it holds order records, tracking and refunds. The editorial inbox is this website’s; it holds the pages and nothing else.
- Orders, tracking, changes, refunds
- +1 (302) 200-3480
Monday to Friday, 9:00am to 5:00pm Eastern Time
Have your order ID ready. It is in the order confirmation email. - Pages, corrections, privacy, press
- [email protected]
Include the page address and the sentence you are writing about. We reply during the same hours. - Office
- 498 Seventh Avenue, Floor 19
New York, NY 10018
USA
Correspondence. Do not send returns here. - Returns
- 200 Park Avenue South, Floor 8
New York, NY 10003
USA
Enclose full name, email and order ID. Buyer pays return postage; use a tracked service.
What we were not given, and so cannot tell you by phone either
No pack price, no shipping cost, no delivery estimate and no number of days for the guarantee were supplied to this website. All four appear on the seller’s checkout page, and the order desk can read them to you. This site will not estimate any of them.
What the order desk can do
Everything on this list needs an order record, which means it needs the desk rather than the inbox. Call +1 (302) 200-3480 with the order ID in front of you.
- Find an order and confirm what was actually charged.
- Give a tracking number, or chase one that has not moved.
- Change a delivery address, if the parcel has not gone out.
- Cancel or amend a pack before dispatch.
- Read you the guarantee term exactly as it is printed on the listing you bought from.
- Start a refund, and tell you the returns address to send to.
- Confirm the lot number printed on the bottle you received.
One caution on the last of those. The desk can tell you which lot you have. A lot number is a manufacturing reference and not a test result, and no certificate of analysis was supplied to this website for any lot. Batch and lot explains what the codes on the side panel do and do not establish.
Before you telephone the order desk
The desk searches by order, not by recollection of a conversation. Gathering six things before you dial is usually the difference between one call and two.
- The order ID, exactly as it appears in the confirmation email, and the email address the order was placed with.
- The delivery address as you typed it, including any apartment or unit number. If a parcel has gone astray, the address held against the order is the first thing anyone will read back to you.
- The tracking number from the dispatch email, if one has been sent, together with the most recent scan showing on the carrier’s own page.
- The lot code and the expiry date from the side panel, if you have the bottle in front of you. Both are printed rather than guessable, and any query about a specific bottle turns on them.
- What you want to happen, in one sentence: a tracking number, an address change, a cancellation before dispatch, a refund.
- The dates — when you ordered, when it was dispatched if you know, and when it arrived. More than one clock on this site runs from those dates.
Keep a pen beside you as well. The two answers most worth writing down are the guarantee term in the listing’s own words and the name of whoever you spoke to, because a term quoted on the telephone is only as good as your record of it. The guarantee page sets out the five things that term has to state before it can be checked.
What this website cannot do
We are the product-information side. Emailing us about an order adds a step, because we will have to send you to the phone number at the top of this page.
- We cannot see your order, your address or your payment.
- We cannot issue a refund or authorize a return.
- We cannot tell you a price, because none was supplied to this site.
- We cannot give medical advice. Ask a pharmacist or your own clinician, particularly if you take a prescription medicine.
- We cannot supply a certificate of analysis, because we do not hold one.
- We cannot confirm anything about a bottle bought from a third-party reseller, including whether it is genuine.
What we can do is correct a page. If something here is wrong, unclear or out of date, tell us which sentence and we will fix it on the page with the date, as set out on the about page.
What to include in a message
Four lines will usually do it, and they are the four we would otherwise have to write back and ask for.
- What you want to happen. A refund, a tracking number, an address change, a correction to a page.
- Your order ID and the email you ordered with, for anything involving an order. Without it the desk is searching by name.
- The page address and the exact sentence, for anything about this website. A screenshot helps; the sentence helps more.
- What you have already tried, so nobody repeats it back to you.
For a return, put full name, email and order ID inside the parcel as well. A parcel arriving with no paperwork is a parcel that cannot be matched to a refund, and it is the most common reason a refund stalls.
How to report an error on this site
Every statement here came from the label, the seller’s brief or a cited source, and any of the three can be read wrongly. A report that names the sentence is one we can act on the day we read it.
Send the page address and the sentence
Paste the sentence into an email to [email protected] rather than describing it. A page can carry a similar phrase twice, and if we have to guess, the wrong one gets rewritten.
Say what you believe is right, and how you know
A bottle in your hand, a screenshot of the listing or a published source all count. “This reads oddly” is still worth sending; it is only slower to settle.
We check it against the original
Label wording is checked against the supplied artwork, arithmetic is recalculated from the printed order, and anything sourced is checked against the reference the page cites.
The page changes, with the date on it
If you are right, the sentence is rewritten and the change is dated on the page itself. Nothing is quietly deleted.
If it cannot be settled, it is recorded as a gap
Where the label and the brief disagree, both are published rather than one of them chosen. Six such conflicts are already listed on the about page, next to the ten things that were never supplied at all.
Two things a correction cannot do. It cannot add a figure that was never supplied to this site, so a reader who writes in with a price or a guarantee term will see it recorded as unverified rather than printed as fact. And it cannot overrule a bottle: if the panel in your hand differs from the transcription here, the bottle is the authority, and we would still like to know.
Where each kind of question goes
| If you want to know | Go to | Why there |
|---|---|---|
| What it costs | The checkout page, or +1 (302) 200-3480 | No price was supplied to this site. The desk can read the listing. |
| What the guarantee term is | The listing, or +1 (302) 200-3480 | Supplied to us only as “as printed on the marketplace listing”. |
| How much of each ingredient there is | The budget | Not disclosed by the label. The printed order gives a ceiling for each position. |
| Whether it is vegetarian | Supplement facts | The Other Ingredients line declares a gelatin capsule, and the blend contains bovine tissue. |
| What is actually in it | Ingredients | All eight, in printed order, including the two the marketing leaves out. |
| How to take it | How to take it | The two printed instructions disagree, and the page sets out both. |
| Whether it interacts with a medicine | A pharmacist, then side effects | Saw palmetto acts on the same enzyme as finasteride and dutasteride. |
| Where to send a return | Refund policy | The returns address differs from the office address. |
| Whether it has been lab tested | Testing and quality | No test document of any kind was supplied to this site. |
| Why the reviews are not published | Reviews | Seven of the eight supplied entries repeat another entry. |
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Press, privacy and corrections
All three go to [email protected]. For press, say what you are writing and the deadline; we will point you at the sources behind any figure on this site, because every one of them is cited.
For privacy, including a request to see or delete what we hold, the detail is in the privacy policy. Order data sits with the seller rather than with this website, so a request about an order goes to the desk on +1 (302) 200-3480.
For corrections, the standing offer on the about page applies: name the sentence, and it is fixed on the page with the date.
What to expect by way of a reply
No response time was supplied to this website for either route, so none is printed here. The table below says what each route can settle, and leaves the timing column as the blank it actually is.
| Route | What it can settle | Stated response time |
|---|---|---|
| Order desk, +1 (302) 200-3480 | Orders, tracking, address changes, cancellations, refunds | None supplied to this site |
| This website, [email protected] | Page corrections, privacy requests, press questions | None supplied to this site |
| Returns, by post | A returned parcel, once it arrives and is matched to an order | None supplied; postal transit is the carrier’s and is not a reply |
| Office, by post | Correspondence only, and slower than either route above | None supplied to this site |
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Published opening hours are not a reply target. Monday to Friday, 9:00am to 5:00pm Eastern Time says when someone is reachable by telephone. It says nothing about when an email is answered, and we will not invent a figure to fill that column.
So if something is time-critical — a parcel that has not arrived, or a guarantee window you think is running out — telephone rather than email, and ask for whatever is agreed to be confirmed to you in writing afterwards.
References
The sources behind the numbers on this page.
See the SodaPeak packs
One, three or six bottles. The price is on the seller’s checkout page, because it is the one figure this site was never given — and a figure we were not given is not a figure we will print.
Shipping and the guarantee term are shown at checkout. This site publishes no number it was not able to verify.