Policies

How to order By Internet By Telephone By Mail By Fax Bank / Credit Card Holds	Payment Policies Credit Cards Money Orders Checks by Mail
Shipping Methods UPS Ground UPS Next Day Air UPS Second Day Air USPS Parcel Post US Postal Service International Loss Claims Holiday Schedule	Return Policy Damages

How to Order?

For your convenience, ProSource offers the following easy ordering options:

By Internet
You can place your order directly on the World Wide Web via our Easy and Secure Shopping Cart System. Simply click on the "Add to Cart" button next to the product you select, your shopping cart will be automatically updated with the item, quantity and the sales total. You can continue to shop at your convenience or proceed directly to checkout at any time simply by clicking the "Order" button at the bottom of the order screen. You can also change, add to, subtract from, or delete your order at any time in the order page. Online orders are processed and shipped within 24 to 48 hours regardless of shipping method chosen. Once your order has been submitted you must call to make any corrections or changes. It can not be changed online once submitted.

All Internet Orders must be shipped to the billing address of the credit card holder or the cardholders commercial work address. All Internet Orders over $200 may be sent signature required. Please make sure that the name and address you enter as the billing address (the address where your credit card statement is sent) is correct. In the event that the name and address entered on the order does not verify with the bank, we will make every attempt to notify you.

If the name and address you enter does not match the name and address that the issuing bank has as the billing address and you do not respond within 48 hours of our return e-mail then your order may be cancelled.

ProSource will not process an order from an anonymous e-mail account.

The receipt of an e-mail confirmation does not constitute the acceptance of an order or a confirmation of an offer to sell. ProSource reserves the right, without any prior notification, to limit the order quantity on any item(s) and/or refuse service to any customer. Verification of information may be required prior to the acceptance of any order.

We are not responsible for typographical errors of any kind. Products that are added to the "shopping cart" are based solely on the user's selection and these selected items are not altered by any ProSource employee. If there are any discrepancies with your order, please refer to the order confirmation email sent to you once your order is complete, and immediately contact a Customer Service Representative at 1-800-310-1555. ProSource is not responsible for any additional charges as a result of wrong product selection, duplicate order submission or refusal of delivery.

By Telephone
You can order by calling our Toll Free Order Line Monday to Friday from 8am to 11pm EST and Saturday, Sunday 10am to 10pm EST at 1-800-310-1555. Our sales and customer service representatives are standing by to process your order and answer any questions you might have. From outside of the US, you can reach us at (732) 528-3265.

By Mail
You can mail your completed order form along with payment by credit card, check or money order (US Funds only please) to: ProSource, 2231 Landmark Place, Manasquan, NJ 08736 . Please click here to download and print our order form. (Note: All personal checks are held for 12 business days before the order will ship.)

By Fax
You can fax your credit card order to us at 732-528-3264. Please click here to download and print our order form.

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Bank / Credit Card Holds

• When you place your order from our website, we send what is called an authorization request to your Bank or Credit Card Company. This request includes the amount of the order as well as the billing information you included on the order form. At the time you place your order, this is only an authorization, not a charge against your credit card. You are not actually charged until the order ships from our warehouse.
  
  
• An authorization is only a hold on the funds for a possible future transfer of funds. This hold is temporary and if the transaction isn't settled it will expire without any action. It is not a completed transaction and no funds are transferred at the time you place your order. The time it takes for an authorization to expire on its own is dictated by your bank. Times vary between 3 and 30 days, with 7 to 14 days the average. The banks do not provide any mechanism for us to "drop" an authorization against your account.
  
  
• Each time you submit the order and receive an error message another temporary authorization hold will be placed on your card; we highly recommend copying the information directly from your bank or credit card statement to the online form to avoid this.
  
  
• Our automated credit authorization procedures require that you enter your EXACT billing information as it appears on your credit card statement. Failure to do so may result in your bank performing an authorization hold against your credit card account that is ultimately rejected by our banking systems as a valid transaction. If you try placing your order multiple times with incorrect information, you run the risk of placing multiple authorization holds against your Bank / Credit Card account.
  

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Payment Policies

At ProSource.net we accept the following credit cards:

Credit Cards

• Visa
• Mastercard
• American Express
• Discover
• Debit or Check cards that have the Visa or Mastercard logo appearing on them

When using a Credit Card please make sure:

• Your credit card is valid
• Enter the correct expiration date
• There is enough credit available
• You know your billing address
  (the same address where the bank sends your monthly statement)

When you place an online order, we authorize your credit/debit card to make sure sufficient funds are available. The financial institution places a hold on funds equal to your order total until the order is fulfilled. This hold will also apply to any items backordered until items come into stock and are shipped.

If your order is canceled, the financial institution that issued your card determines the time required to remove the authorization. The authorization will automatically expire based on the type of card used for payment. The following is the estimated period of time from the point of authorization to automatic expiration of the authorization for common methods of payment.

Payment TypeTime Required
Debit or check cards - depends on bank	24-72 hours
Visa/MasterCard - depends on bank	7 - 14 days
Discover	30 days
American Express	30 days

If your order is backordered or the item does not ship by the time the authorization automatically expires, another authorization will be required at the time the merchandise ships. If you need more information, please call your bank or credit card company

Money Orders Drawn in US Funds
Money Orders are processed and shipped with in 24-48 hours of being received.

Checks Drawn in US Funds
In order to maintain our low prices, it's necessary for us to wait for checks to clear your bank and ours before shipment--allow an extra 12 business (working) days. We apologize for any inconvenience this may cause.

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Shipping Rates & Methods

APPROXIMATE DELIVERY TIME FOR CREDIT CARD ORDERS FOR IN-STOCK MECHANDISE IS BETWEEN 2 TO 10 WORKING DAYS DEPENDING ON DESTINATION. THERE IS NO SHIPPING ON SATURDAY, SUNDAY, OR HOLIDAYS. THERE ARE NO HANDLING FEES.

ProSource is not responsible for shipping delays due to inclement weather.

ProSource is not responsible for any lost package that is incorrectly addressed due to customer error. We generate our shipping labels from the information the customer provides, so if you enter an incorrect or incomplete address (incorrect zip code, missing apartment / suite / office number / name etc.) and your package is lost, ProSource is not responsible. If you enter your address incorrectly on the website, and need it re-routed by UPS to the correct address, you will be charged an additional $10.00 fee to cover costs. ProSource also has the right to charge return shipping fees on orders that are refused by the customer. Your order may also be delayed.

If you contact us after your order has been placed regarding an incorrect or incomplete shipping address, we will make every effort to correct your information prior to your package being shipped. However, once your package has been processed and shipped, we cannot make any modifications to your shipment. If your order is lost or delivered to the incorrect address, we again are not responsible.

UPS Ground
Domestic orders are shipped via UPS Ground Residential for a flate rate of $5.95 regardless of order size. (All RTD's are charged actual shipping)

PLEASE NOTE: UPS does not deliver to PO Boxes or military APO or FPO addresses. If you require shipment to a PO Box or military address your order will be sent via US Postal Service.

Express shipping rates are determined by order weight and destination points. Post Office Box orders are shipped via US mail and will be subject to the appropriate charges. APO and FPO are shipped via US mail and actual shipping rates apply.

For destinations in Alaska, Hawaii and Canada, you pay shipping charges based on the actual weight and destination of the package. All packages to these locations are shipped via the US Postal Service. If the wrong method of shipping is chosen we will correct it and you will be charged the appropriate amount.

UPS ground reaches every real address throughout the 48 continental United States.
UPS guarantees all residential and commercial packages coast to coast.

FREE SHIPPING OFFER ONLY VALID FOR UPS GROUND DELIVERIES IN THE 48 CONTINENTAL US STATES.*

Please note: RTD's and extremely heavy packages weighing in excess of 75lbs or orders that need to be shipped by pallet may require extra shipping charges. You will be contacted with the appropriate shipping charges prior to shipment of your order.

*Offer subject to change without notice.
Service Map colors may vary due to differences in hardware and software. This map is a general representation of UPS Ground transit times. For service availability and to calculate the delivery time for a package shipped between a specific origin and destination worldwide, Calculate Time & Cost.

UPS Next Day Air®
UPS next day air guarantees next business day delivery for all orders placed by 3:00 pm EST. throughout the 48 continental US states.

UPS 3 Day Select®
UPS 3 day select guarantees delivery within three business days for all orders placed by 3:00 pm EST. throughout the 48 continental US states.

UPS Second Day Air®
UPS 2nd day select guarantees delivery within two business days for all orders placed by 3:00 pm EST. throughout the 48 continental US states.

UPS Holiday Schedule
The following Holidays are observed by UPS and therefore no pick up or deliveries will occur on these days:
In the United States, UPS observes the following holidays:

• Memorial Day - May 25, 2009


• Independence Day - July 4, 2009


• Labor Day - September 7, 2009


• Thanksgiving Day - November 26, 2009


• Day after Thanksgiving - November 27, 2009


• Christmas Day - December 25, 2009


• New Year's Eve - December 31, 2009


• New Year's Day - January 1, 2010


• Christmas Week


Wednesday, Dec. 23rd

Normal pickup and delivery service for air and ground packages. Next Day Air packages picked up today will arrive on Thursday, Dec. 24th. 2nd Day Air packages picked up today will arrive on Monday, Dec. 28th.

Thursday, Dec. 24th, Christmas Eve

Normal delivery service for air and ground packages. No UPS Ground pickup service today. Next Day Air packages picked up today will be delivered on Monday, Dec. 28th and 2nd Day Air packages picked up today will be delivered on Monday, Dec. 28th.

Friday, Dec. 25th, Christmas

No UPS pickup or delivery.


• New Year's Eve - December 31, 2008


• New Year's Day - January 1, 2009

If your order is lost please contact us at 1-800-310-1555 to speak with a Customer Service Representative. They will contact UPS to have a tracer or driver follow up initiated. The process takes 2-8 business days to complete. If your parcel is located it will then be delivered to you. If they are unable to locate your order they will then issue us a claim and then your order will be reshipped.

USPS Parcel Post
PARCEL POST service is available to most domestic destinations via the United States Postal Service. Shipping rates are determined by weight and destination points. Post office box orders are shipped via us mail and will be subject to the appropriate charges. Orders placed on the web will be notified of the actual shipping charges. APO and FPO are shipped via us mail and will be subject to the appropriate charges. Alaska, Hawaii and Canada ar charged actual shipping charges.

US Postal Service
Before ordering you agree to the following: If your order does not arrive in a timely manner ProSource will follow these steps:

1.We cannot file a claim for 30 days after your shipment leaves our facility to you if the final destination is within continental US. (excluding Hawaii, Alaska and Canada).

2.We cannot file a claim for 75 days after our shipment leaves our facility to you if you are an APO /FPO or your address is not inside the continental U.S. or an International order. Shipping rates are determined by weight and destination points. Post office box orders, are shipped via us mail and will be subject to the appropriate charges. APO and FPO are shipped via US mail and will be subject to the appropriate charges. Orders placed on the web will be notified of the actual shipping charges).

On orders shipped to military locations (APO/FPO), please remember that in addition to the delivery time for your package to be received by the APO / FPO, you will also have to allow time for the military to get your package to you, which could take a week or more.

Before any claims process can begin we must receive a signed form from you stating what items you ordered that where not received, the date you are processing the claim and your signature. Items, which are received damaged during shipment, must be reported to your local postal delivery location and all damage claims must be handled through your local post office.

Time Limits For Loss Claims as Posted by USPS

Type of Service	Claim may not be filed until:	Claim must be filed by:
Insured	30 days or more after date of mailing	1 year from date of mailing
Registered	15 days or more after date of mailing	1 year from date of mailing
APO/FPO Insured	75 days or more after date of mailing	1 year from date of mailing

If you need more information, please ask your local USPS Postal Station for a copy of Publication 122, Customer Guide to Filing Domestic Claim or Registered Mail Inquiry or the Domestic Mail Manual S010 .

International

We will ship Internationally however, you must contact us directly via e-mail to place your order. (Sorry, we can not accept International orders online at this time.)

Canadian orders can be placed via the internet. You must choose U.S. Mail as your shipping option. If you have any problems, or your postal code is not in our system, please call our Customer Service Department at 1-800-310-1555.

For a more precise estimate of your shipping charges, email customerservice@prosource.net with the product(s) you're interested in and your home address prior to placing your order.

A member of our shipping department will then contact you by e-mail within 24-48 hours. At that time you will be quoted the total price including shipping charges. Once we receive your authorization to proceed, your order will be processed and shipped and an e-mail confirmation detailing your order will be sent.

Shipping products internationally can be expensive depending on the weight and destination of the package. In general, smaller products such as small bottled supplements are much more inexpensive to ship internationally than larger, heavier products such as Meal Replacement Powders, Whey Proteins, Protein Bars etc. Packages sent to Canada are often considerably less expensive than those sent overseas.

International Shipping Restrictions:

1. We cannot be responsible for any tariffs, customs restrictions, or other regulations that apply in countries outside the United States. We encourage you to speak with your customs office if you have any questions.

2. Do not order items that are illegal to import into your country. Laws are different in every country and we cannot keep up with them all. It is your responsibility to check with your Customs office to see if your country permits the shipment of our products to your country.

3. In the event, for any reason, Customs Officials seize your package we will not issue you a refund unless all products are returned to us in their original condition. In the event the package is returned to us by Customs Officials, you are still responsible for any shipping charges.

4. You pay actual shipping charges based on the weight of the package. Shipping by air to most other countries can be very expensive. Shipping charges alone are frequently 50% to 100% of the total cost of the products. Obviously, small bottles are cheaper to ship than heavy nutrition bars and protein powders. Again, e-mail us about the products you are interested in buying for an approximate shipping cost.

5. Prepayment is required. Payment must be by credit card, US money order or a personal check, drawn on a US bank (Note: all check orders are held for 12 business (working) days to clear your bank and our bank).

6. You are responsible for any duties or taxes that may apply

Unfortunately, due to circumstances outside of our control, some international orders get stopped by the customs agency in your country. First of all, please read our full disclaimer:

DISCLAIMER: We cannot be responsible for any customs restrictions, tariffs, or other regulations that may apply in countries outside the United States. If you have any questions, we encourage you to speak with your customs office, although we will ship any products you order to the address you provide.

The laws are different in every country, they change often, and we cannot keep up with them all. The responsibility is yours to check with your country's Customs office to see if your country allows the shipment of products you ordered (or wish to order) to your country.

We will do our part and follow the exact directions in your order. We will ship the products that you pick to the address that you provide. We will give you the best service and ship it very quick at the rates that we have agreed to on our site. If for whatever reason the package is seized by Customs Officials, we will not issue you a refund unless all products are returned to us in their original condition. Most orders make it through customs fine; however, most orders that are stopped are returned to us. Also, if the package is returned to us by Customs Officials, you are still responsible for any shipping charges. You pay actual shipping charges based on the weight of the package.

Any duties or taxes that may apply are your responsibility.

By ordering from our site you are stating that you agree to the above paragraphs. Don't worry though, we rarely have problems with international shipments and almost all products are legal in almost all countries.

If your package is stopped by the customs agency in your country, you may or may not receive a notice from them. If the products are indeed illegal in your country, they will most likely return the package to us. If they do, there may be a return shipping fee. Once the package is received back by us, we will contact you by e-mail and refund you for the products, minus the shipping fees. You can also use this credit towards different products or have the package shipped again. We will help you out!

If the package is not sent back to us or if it is destroyed, we will not be able to refund any part of the purchase price. We followed your directions and those directions caused the product to be seized. We apologize for the inconvenience and we hope you will give us a try again with different products.

The following is a list of products that we know have problems in some in Canada. This list is NOT complete and we do not guarantee that any product will make it through to your country, since the laws change frequently. We have also found that the larger the order the more likely they are to stop it so we suggest placing several small orders.

Canada:

• NO2
• Acetyl-L-Carnitine
• L-Carnitine
• DHEA
• Human Growth Hormone
• Amino Acids of any kind
• Products containing Vitamin K
• Pregnenolone
• Melatonin
• 5-HTP
• Yohimbe Herbe and Yohimbe Extracts
• STAMINA-Rx

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Return Policy

If you are dissatisfied with any product, you must email customerservice@prosource.net, or call 1-800-310-1555 (toll-free), (M-F 9:00AM to 5:00PM EST) within 14 days of the shipment date to receive authorization and return instructions, provided that the product is backed by a manufacturer's guarantee or is unopened and in original, saleable condition.

We make every attempt to assure that you receive the item(s) you ordered. Every item is scanned and orders are weighed for accuracy before they are shipped. In the rare occasion that an item is omitted or you receive the incorrect item(s) DO NOT open the item(s) or you will void your right to return it. Merchandise sent to a customer in error or missing products must be reported in 48 hours of receipt. We will then work with you to resolve the situation (refund, replacement). Please call us during our normal business hours (Monday through Friday, from 9:00am to 5:00pm EST) or email customerservice@prosource.net for a Return Authorization number. A "RA" number must be included on the shipping label / package or we will refuse the parcel. Full credit for the returned item(s) will be issued for unopened and undamaged merchandise within 10 business days of receipt. Please make sure that all returns are properly insured. Please retain your receipts for verification in the event that your package is lost. If we do not receive the package you will not be credited.

Products cannot be returned because you do not like a particular flavor.

NOTICE: Certain items (such as protein bars) that are sent to warm weather locations or shipped during the summer months can melt. We take every precaution to make sure that all of our products are shipped in fresh condition. We cannot accept returns on heat damaged products.

All re-salable products can be returned for a full refund of the purchase price. Re-salable products must be sealed, unopened, and in original packaging. Products must be shipped back to ProSource at the customers' expense. All merchandise must be insured properly by the customer. Refunds will be issued upon receipt of the returned products. Shipping charges cannot be refunded. If items are not insured properly and get damaged or lost when returned, we cannot grant refunds.

In the event that we send you an item other than the one you ordered, do not open the product or you will void your right to return it to us.

NOTICE: Only one opened package of any product is eligible for return. All others of the same product must be in a factory sealed container for refund.

PLEASE NOTE: PROSOURCE CAN NOT ACCEPT RETURNS ON ANY BOOK OR DVD.

Additional Return Information:

• No Unauthorized Returns. Orders sent back without return Authorization Number clearly marked on the box will be refused.
  
• No Returns After 30 Days from date of delivery.


• No Shipping charges will be refunded.


• No Returns on Opened Merchandise. Unless product otherwise states and only with a return authorization number.


• To check on the status of a returned item, please email customerservice@prosource.net


• On all exchanges, a shipping charge of $5.95 will be applied.


• We do not accept returns on MuscleTech products. Returns for that product line are handled by the manufacturer and therefore you must contact them directly.

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Damages
Any merchandise received damaged must be reported to ProSource within 24 hours of receipt. We will contact the shipper for inspection of the box and contents. Do not dispose of an packing materials as they will be inspected by the shipper. Please call 1-800-310-1555 to speak with a Customer Service Representative for instructions.

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