Customers' frequently asked questions and our answers. We have divided these into three sections: Ordering Problems and Advice, Our Service and Dietary Advice.
Ordering Problems and Advice
Q. I am getting an error message when logging in about my email address not found or about requiring a password. What is going on?
A. Registration and logging in are both OPTIONAL. If you wish to register, you type a password in the two boxes supplied in the Checkout and continue. If you do not want to register you un-check the little box to Create Account and continue. If you register, you can access your account in future by logging in, either by using the Login link at the top right of each page or by clicking the Login button in the Checkout. Your email address is your user name. If you forget your password there is a link to click to be emailed it.
Registered customers when logged in can view their order history of previous orders, and can see the progress of a current order. Customers can edit any of their details, such as home or delivery address, email address, telephone number, etc.
Q. What is my user name?
A.The email address that you were using when registering is your user name. You need to either register by entering a password of your choice in the password boxes, or not register by unchecking the little box above those boxes "Create Account" and continue.
Q. What are the advantages of registering over not registering on the AvidHiPro website?
A.The advantages are purely for your convenience. You will be able to Login (by clicking Login upper right or by clicking the Login button in the Checkout), then click "My Account" which is below the website logo, just above and to the left of the centre of a page, depending on your screen. After clicking My Account you can edit your invoice and delivery addresses, telephone number and email address, and can view your recently placed orders since registration, including the goods ordered, and can see the progress of a current order, for example "Despatched", "Payment Failed", and the tracking details. Your details when ordering will fill from the details in your account details, rather than depending on a cookie on your computer autofilling them, which involves using the same computer and not deleting your cookies. Please note that an order already submitted cannot be changed, but changes can be made in your contact details that will used for your next order. If you need to change something in your address details after placing an order but before despatch, you need to email us immediately.
Q. Can I order by telephone?
A. No. We have chosen to give our customers the maximum security and protection for their payment details by not handling or accessing any payment details, and no details stored anywere. All payments go through a secure online payment gateway, called SagePay (previously called Protx) where nobody can see your details. Payments can be made by credit or debit card or by PayPal. With all credit and debit card payments we have 3D Secure enabled so as to ensure only the cardholder is using the card. All types of payment are also fraud checked. 3D Secure cannot be used for telephone orders.
Q. There are more products in my basket/cart than I want, and it will not change. How can I get it to change?
A. You can remove an item by clicking the Remove box, and you can change the quantity by changing the number in the Quantity box. In both cases you MUST CLICK UPDATE for this to happen. The Update button is further down the page on the left, on the same line as Checkout Now on the right.
Q. Do you have a shop other than the online one?
A. No. The online shop is our only shop and the only way of buying from us. HOWEVER you can COLLECT from us. To do this, place the order online, type in the shipping note that you would like to collect. We will then refund the carriage charge that you will have paid online, pack the goods ready and email you to say that the goods are ready to collect and confirming the refund. Our premises are open for collections from 8.30 am to 3.15 pm Monday to Friday, but not Bank Holidays. Our premises are manned at other times, but not for collections. When placing an order on a working day for collection the same day, please allow at least 30 minutes between placing the order and being able to collect.
Q. Do you have a printed catalogue?
A. No. Very full details of all our many products are given on our website and can only be ordered online. The details include ingredients and nutrition information. Products and prices change all the time, so anything printed would be out-of-date before the ink were dry.
Q. I am concerned about security on your website as there is no padlock.
A. We do not collect or handle or access any payment details on our website. All payments are done securely via SagePay.
Q. I am trying to order 10 of an item, but an error message comes up saying that I cannot order more than 8. What does this mean?
A. It means that there are only 8 in stock at the moment, and you cannot order more than there are in stock as we will not be able to despatch them if they are not in stock.
Q. I have placed an order and paid, but not received any confirmations emails from you. Have you received the order?
A. When you place an order and your payment is successful and complete, then you are automatically sent a confirmation email by us to say that we have received the order. If you do not receive this email the reasons could be one of the following:
a. You mis-typed your email address. We ask you to enter your email address twice in the Checkout, but unfortunately some people copy/paste the second one, which defeats the purpose.
b. The email was filtered by you or your internet service provider as spam so you didn't see it. Adding our email address to your permitted emailers may help with this.
c. Your payment was not completed successfully. When paying by credit or debit card there are two phases to the payment; firstly the part on SagePay where you enter your card details, and secondly the part on your bank or card issuer's website where you answer security questions (3D Secure). Both these parts have to be completed successfully before payment comes through to us. If you have a problem on the 3D Secure page, there is usually a link to click supplied by your bank, otherwise you could ring your bank. Obviously we are not involved with anything between you and your bank, as this is secret between you. If you are unsure as to whether an order/payment has gone through, you are welcome to ring or email us to check.
Q. If I order now, when will it be delivered?
A. Full details about this are given when you click Delivery lower left of every page, for example or when you click Despatch and Delivery near the top of the page. It depends on the time that you order, your location and which of the delivery options that you choose. Orders placed by 2.45 pm on a working day are despatched that day, and orders placed after 2.45 pm are despatched the next working day.
Q. What is a "working day"?
A. A working day is Monday to Friday but not Bank Holidays.
Q. When it says, "Up to 2 Working Days" and "Up to 3 Working Days" or "Up to 4 Working Days" in the options for delivery, what does this mean?
A. If you select "Up to 2 Working Days" the parcel is delivered by the end of the second working day after despatch. The next working day after despatch is day one, and the next working day after that is day 2. In 99% of cases the parcel is delivered the next working day.
If you select "Up to 3 Working Days" the parcel is delivered by the end of the third working day after despatch. The next working day after despatch is day one, the next working day after that is day 2 and the next working day after that is day 3 (the third day). In 75% of cases delivery is in 2 days, but in the run-up to Christmas when carriers are busier this is less likely.
An example is that if you select "Up to 3 Working Days" and place the order before 3.00 pm on Thursday, then delivery will be by the end of Tuesday, though it could be delivered on Friday or Saturday morning or Monday. If you placed the order on Thursday evening, then delivery would be by the end of Wednesday.
If there is an option of "Up to 4 Working Days" then in most cases delivery is on the second day after despatch, but can occasionally be anything up to 4 working days. For urgent deliveries we recommend selecting Up to 2 Working Days.
Q. Why do you not give free carriage for orders above a certain value?
A. We despatch to all over the world, including Australia, so free carriage is not viable. Instead we give discounts that can apply to all customers fairly worldwide, based on the value of the goods ordered. For information about our discounts, click Discounts on the lower left of every page, for example.
Q. Why have I not received my 5% discount?
A. The discounts apply automatically based on the total of the goods ordered (including any VAT), but not including the carriage charge and its VAT. A line will appear in your online invoice showing the discount, when it has applied. The same applies for the 10% and 12% discounts. Full information about discounts is given when you click Discounts (on every page).
Q. Can I have the despatch/delivery of my order delayed so that I do not receive delivery before a date?
A. Yes. When placing your order, type in the shipping note box that you would not like delivery before xx date.
Q. Can I register on the website and be able to view previous orders and track the progress of my current order?
A. Yes. You can register in the Checkout; instructions are given on the relevant page of the Checkout. This will enable you to view recent previous orders placed since you registered, and will enable you to track the progress of your current order. You do not have to register. If you do not register, you can still view the progress of your order by enteirng the order number and your postcode, and you can Retrieve your last order if you clicked Save at the time, are on the same computer and have not deleted your cookies. All-in-all, registering is likely to be the better option for you.
Q. Which products are suitable for diabetics?
A. All the products on our website are suitable for diabetics. Some should be eaten in moderation. Products will be either sugar-free, no-added-sugar, or low sugars. We give the details of each product on the website so the sugar content can be checked before ordering. No added sugar means that the sugars in the product are naturally occurring in the ingredients, such as the lactose in milk.
Q. Which products are suitable for the Atkins diet?
A. All products on the website are suitable for Atkins, but not all for all phases. If the product is not so suitable it will say so. For advice on what foods you should eat on each of the four phases of Atkins, then we recommend that you read the www.atkins.com website (free) or buy the Atkins book. You should anyway be familiarising yourself with this information. Remember to count the "net carbs" of a food into your daily carbs allowance in the early phases, and to bear in mind that most of your carbs should be coming from vegetables or salad.
Q. What are "net carbs"?
A. "Net carbs" is an Atkins registered term for effective carbohydrates. They are the carbohydrates that have an impact on your blood sugar levels. Polyols sweeteners, typically used in sweet-tasting products, such as Maltitol, Isomalt and Xylitol, have no impact on blood sugar levels, though they are officially carbohydrates but do not perform as such. Thus "net carbs" are the total carbohydrates less the figure for polyol sweeteners. In the case of American products, as they record their nutrition information differently, you also subtract any figure for fibre and glycerin to obtain the "net carbs". We have done these calculations for you in the product details on our website.
Q. I want to buy products to begin a diet to lose weight but I don't know where to start. Any advice?
A. If you know a particular diet that you would like to follow, then you should familiarise yourself with the necessary information about that diet by its creators. For example, you could read the Atkins website, www.atkins.com; Atkins is an excellent, safe, cheap and sustainable eating regime, very healthy if followed correctly. The products that we sell can be used on a number of established diet regimes, ones that are high protein, low or reduced carbohydrate, sugar-free, low sugar or reduced sugars, fat free, low fat or reduced fat, source of fibre or high fibre, and including meal replacement diets. If you are still stuck or confused, we recommend following our AvidHiPro 5:2 FAST diet, or using the meal packs that have products ready-selected for you, such as the NutriSaveurs or AvidHiPro 5-Day Diet packs.
Q. I want some more personal advice for my particular situation. How can I get this?
A. In addition to speaking to your doctor or dietician, you are very welcome to email firstname.lastname@example.org where an expert will be happy to help free of charge.