Customer Services

Shopping made easy: 

Once you have decide what items you need,  just click the "Buy Now" or "Add to Cart " button.  You can view and edit the contents of your basket at anytime.

When you're ready to complete your order just click "Checkout". There you can securely enter your shipping and billing information and complete your order.

return to the top

Phone Orders:

If you feel uncomfortable shopping on-line, call us at 1-888-327-9663 between Monday to Friday,  9:00 AM - 5:00 PM Pacific time and ask for ordering assistance.

Fax/Mail Orders:

Use our handy Fax/Mail order forms. Just print a copy - fill out your order and fax or mail in your order.  

Choose the file you would like. Save the catalog and order form files to your computer or just print them out.  

You can pay by Visa, MasterCard, American Express, Discover, bank drafts international money orders and personal checks. Make checks payable to Far Infrared Health Inc.

Orders are normally packaged and shipped within 1 - 3 days  Monday to Friday.  You will be notified if you items are on back order.

Products are hand picked, packaged and shipped from 8am to 4pm Pacific Time. On days of high volume sales, products are shipped on a first come first serve basis. 

We accept Visa, MasterCard, American Express & Discover Card and PayPal through the secure online store. 

& 

You can purchase with international money orders, certified check and bank drafts

Products are shipped once funds have cleared.

Make checks payable to Far Infrared Health Inc.

Sorry, no C.O.D.'S

return to the top

 

Your Account

When you create on online account, your bill to and ship to information will be automatically entered into the check out form each time you login and shop.

To check the status of your order just send us an email with the order number or call our toll free number 1-888-327-9663.

You may change the shipping address and billing addresses in your account. 
If your name or e-mail address has changed, or if you know your password but would like to change it, it is easy to change that information online through Your Account. If you are unable to remember your password but know your log in ID, you can use your log in ID to receive your password via email. If you have forgotten both your password and login ID you can contact us.

return to the top

Our shopping cart automatically calculates the amount according to your order. Some weight restrictions apply for some services.  

Shipping to US Locations: 

1. Xpresspost:     3 - 5 business days  -  tracking number 
2. Expedited Post:    9-10 business days - tracking number
3. Regular Air Mail:     10-14 business days - no tracking - No Guarantee (If your package goes missing we cannot replace your order)

 Shipping to Canadian Locations:

1. Xpresspost:     2-3 business days  -  tracking number 
2. Expedited Post:   3-7 business days - tracking number
3. Regular Air Mail:     7-10  business days - no tracking - No Guarantee (If your package goes missing we cannot replace your order)

International orders can shipped via: 

• Xpresspost International:   5-7 Biz days tracking number (not available to all locations)
• International Air Mail :    14 - 20 business days - no tracking - No Guarantee (If your package goes missing we cannot replace your order)

Just contact us for the rates of the service you are interested in.  (not all services are available to all locations)
Shipping quotes are calculated by the weight of your package. 

INTERNATIONAL ORDERS OUTSIDE CANADA & USA: Please be advised that we cannot be responsible for what your country may charge for duty, customs taxes, tariffs, or other fees. 

return to the top

Horsemanshop.com offers a 90-day, money back guarantee on all Prolotex products

Conditions:

• Unwanted merchandise may be returned within 90 days from the date of order if in unused condition and in original packaging material. Original shipping and handling and return postage charges will not be refunded.  
• Refunds will not be issued for used merchandise that is deemed un-sellable.
• The  15% restocking fee will be deducted from your refund.
• Manufacturer defective merchandise will be exchanged if returned within 30 days from the date of shipment. 

ANY items listed as "ALL SALES FINAL",  "SPECIAL OFFER" or "BARGAIN" items will not be accepted if returned, and no credit will be issued.  We do not offer refunds on the original shipping fee. Actual shipping charges paid by Horsemanshop.com will be deducted from the purchase price, unless the return is due to our error on our part. 

The following terms must be met by you.

• Request a RETURN AUTHORIZATION NUMBER
• Return the merchandise to us within 90 days of your original receipt of the order.
• The products must be returned in new, resalable condition.
• You must include all packaging materials.
• Packaging materials must not be torn or damaged.
• You must pay any return shipping expense.
• Include the  Return Authorization Form   with the package.
• Display the Return Authorization Number # prominently on the outside of the box to avoid delays to your refund.

 Request your Return Authorization Number first.

Repack product with all of its original packaging and return by regular mail to:
Horsemanshop.com
Attn: Returns Department
#2225 - 21331 Gordon Way
Richmond, BC V6W-1J9 Canada

US CUSTOMERS: When using the US Postal Service Customs Declaration Green Sticker form (supplied by your postal outlet) please include the following:

• Write "CANADIAN GOODS BEING RETURNED" in the description box.
• Customs Value = $0.00

Upon receipt of the returned merchandise in good order in accordance with the above and within 30 days of original shipping, we will credit your Visa or MasterCard,  send you a refund check or apply the credit to your account here with us that you may use towards future purchases. 

DO NOT USE UPS Courier services for your returns - packages will get caught at customs and cause lengthy delays and additional fees.

return to the top

Customers are responsible for any duty or customs fees your country may charge.  We cannot estimate the amount of time your package will take to clear customs. Normally, duty is not charged on alternative health therapeutic products to the USA.

We value our customers privacy and understand your concerns. 

Our policy is simple:   WE DO NOT REVEAL, SELL OR TRADE OUR CUSTOMERS' NAMES OR ANY OTHER PERSONAL INFORMATION TO ANYONE -- EVER.

We do use your personal information to provide you with the best shopping experience possible and we periodically send you e-mails about our specials and other information we feel might be helpful to your business -- unless you ask us not to.

If you would prefer not to receive e-mail from us, simply let us know and we will permanently remove you from our list.

There is a lot of concern over how safe private information is on the Internet. Since we're also Internet shoppers, we're concerned, too!

There are two kinds of security that we particularly worry about:

1. Someone stealing your credit card information over the Internet.
2. Someone using a stolen credit card to place orders.

Rest assured that we go above and beyond what is considered "advanced" security for the Internet, and strive to make your shopping experience comfortable and, most importantly, worry-free!

You can contact our Customer Service Team via email 24 hrs a day regarding orders, returns, sales or anything that comes to mind concerning our site. 

Telephone: 1-888-327-9663 Voicemail available. (9-5 PST Monday through Friday)

Snail Mail: #2225 - 21331 Gordon Way, Richmond, BC V6W-1J9 Canada

 

Product Guarantee:

We offer you a Money Back Guarantee on the Products we offer. Please read our Return & Exchanges Policy.

return to the top

We use state-of-the-art technology to encrypt your personal and financial information before it is sent. The ordering area of our site is protected this way and is referred to as "secure." You never have to worry when you purchase products from our store.

Secure Socket Layer (SSL) 128bit technology is the gold standard in Internet encryption. This highly sophisticated system scrambles your financial data as it travels from your computer to our Web site, making it useless to anyone but Horsemanshop.com.

If you look at the Web site address in your browser window, non-secure sections of our site begin with "http://." When you move to a secure area, the address changes to "https://"; the "s" means secure. You'll also see a lock displayed in the lower right-hand corner.
You may also look for the picture of the unbroken key or closed lock in your browser window (in Firefox,  Netscape Navigator/Communicator and Microsoft Internet Explorer browsers use SSL). Either indicator means SSL is hard at work.
When you arrive at the payment information page of the order process, your delivery and payment information is encrypted (scrambling into a 128-bit code)  so that it cannot be read as it travels between your browser and the secure server. This page may seem to be "slower", but that's due to the encryption taking place. Please be patient.you an email confirming the order and provide you with your shipping tracking number.

return to the top