Frequently Asked Questions

MY ACCOUNT:

I Forgot My Account Password, How Do I Retrieve It?

If you have forgotten your Healthy Options Market account password, it is easy and fast to retrieve. When you click on the “Account Icon”, situated at the top right hand side of our website, a square will appear asking you to fill in your details. If you look to the bottom right of the square you will see “Recover Password”. Please click on this option and follow the instructions given. You should promptly receive a link to re-set your password, by email.

Where can I find my order information?

When you log into your Healthy Options Market account, you will see a list of your recent orders and order numbers under the title “My Orders”.

Where can I find my address book?

When you log into your Healthy Options Market account, you will see a list of all the addresses you entered and saved under the title “My Addresses”.

MY ORDERS:

Can I Change My Order Once It Has Been Placed?

No, unfortunately we are unable to change an order once it has been placed or processed. Please double check your order prior to submitting it at check-out.

Will I Be Sold An Item That Is On Back Order?

No! We attempt to keep stock on all products and list the amounts of product in stock within our website system. Therefore, our system will never sell an item that is not in stock. If an item is out of stock, our website will state “Out Of Stock” or "Coming Soon" under the item. When our stock is depleted, we attempt to replenish that stock as soon as possible from our suppliers, which normally takes from one to two weeks, depending on the supplier. Should you have a question about how long an item will take to be back in stock, don’t hesitate to contact a member of the Healthy Options Market Team at the following email:

info@healthyoptionsmarket.com where they will be happy to assist you in your enquiry.

How Long Will My order Take, How Is It Processed & Will I Receive An Invoice?

All orders are processed within 24hrs of the check-out procedure, during normal business hours from Monday to Friday 9am - 5pm. All orders placed on the weekend or on bank holidays will be processed on the next working day.

Should you place an order and there is an issue with your payment method, your order will be put on hold and you will be notified by a member of the Healthy Options Market team. Once the payment issue is rectified, your order will be processed within 24hrs.

We will send an itemized receipt along with your order. This receipt will indicate the name of each product you ordered, the quantity of each item, and the cost. It will also include the shipping cost and any taxes or charges.

Should you require an invoice for your purchase, please do not hesitate to contact us by email with your fiscal details, at the following address: admin@healthyoptionsmarket.com

*NOTE: ALL INVOICES MUST BE REQUESTED WITHIN 72 HOURS OF YOUR PURCHASE.

What Happens If My Items Are Lost or Stolen?

Once your order has been processed and shipped from our storage facility, Healthy Options Market is not responsible for packages not received by you personally or packages that do not contain all ordered items. If the package was left in a reception area or signed for by another person and the package has been stolen or there are items missing or damaged, we are not responsible. If such an incident does occur, an investigation will be initiated and if we find that the Courier Service is at fault, we will file a claim with our Courier Service on your behalf. In order to do so you MUST inform us within 24hrs of such an incident happening, as per our Courier Service Terms & Conditions. If our Courier Service is at fault, we will claim on your behalf. Our Courier Service will issue a resolve within 72hrs. For exact details, please follow the relevant link:

www.redpack.com.mx/contacto/

www.estafeta.com/Atencion-al-Cliente/Indeminizacion

https://www.fedex.com/mx_english/claims/index.html#:~:text=Call%20customer%20service%20at%2001.800,it%20(see%20step%203).

*Please Note: Per our Courier Service, it may take up to 48hrs from the date our Courier Service received a lost package notice, before we can file a claim. Once the Claim investigation is complete, a decision will be made regarding any possible refund, store credit or replacement package. Should the original package be found and delivered at a later date, it is the customer's responsibility to return the replacement package back to our storage facility. If the replacement is not shipped back to us, we will send you an invoice for payment.

**Please Note: Our packing facility will always place a Healthy Options Market “seal” in the form of a sticker, such as the example you will receive in your “order confirmation” email, on both the top and bottom of our boxes, as an extra security measure. Should you receive a package that has a seal broken on either end of the box, we highly recommend that you open the box in front of the Courier Service Personnel and ONLY accept the box if ALL of your items are inside. Should any item be missing, we suggest that you DO NOT SIGN for the package and ask the Courier to return it to the company. This will help us at Healthy Options Market to start an investigation with our courier service and have a quick resolve to your incident.
 

What Happens If My Package Is Unclaimed / Undelivered?

Should your package be unclaimed or undelivered at the postal address given to us during the check-out process and the package is returned to Healthy Options Market, you will receive a refund for the returned product amount only. (Shipping costs and credit card transaction fees will NOT be refunded.) *Any additional shipping costs charged by the carrier to return the package, will also be deducted from your product cost at the time of the refund.

*Please note: Healthy Options Market is not responsible for undeliverable packages. If our Courier Service has attempted delivery according to their policies over a 10 day period, and they are unable to deliver to the shipping address given, the package will be directed back to the Healthy Options Market storage facility. Once the package is received back in our warehouse, the refund will be processed. The customer is responsible for all shipping charges incurred during its return processed. These charges will be deducted from your refund.

Please contact Healthy Options Market if you have any questions regarding our shipping or return policies prior to ordering.

Is There A Return Policy?

We will accept returns and exchanges, within 7 days of the purchase date for VALID reasons, minus the original shipping, insurance and credit card fees. We will not accept claims for products that show signs of use and / or have been damaged or show signs of being dirty, unless upon receiving your package you notify us within 24hrs of any signs of use, damage or dirt.

Please contact a team member on the following email address: info@healthyoptionsmarket.com with photographic evidence, your order number and the complete list of reasons why you would like to return or exchange a product. Once your request is approved, instructions to a return shipping address will be provided.

Electrical & Household item returns or exchanges are made directly with the manufacturer of the product. Healthy Options Market will place a complaint on your behalf. We will adhere to the policies and instructions of each individual manufacturer and do our best to resolve your issue as soon as possible.

Is There A Consultation Refund Or Rescheduling Policy?

Our goal is to provide high quality Health & Fitness Consultations to all our clients in a timely manner. On-line no-shows, late log-ins and cancellations, inconvenience not only our Health & Fitness Consultants, but our other clients schedule as well. As your appointments and well-being are very important to us, the team at Healthy Options Market, understands that sometimes, unexpected delays can occur, making schedule adjustments necessary. If you need to cancel your appointment, we respectfully request at least 24hrs notice. All issues will be dealt with on a case by case basis and Healthy Options Market reserves the right to make the final decision on all cases and outcomes.

Our Policy:

Any complete cancellation and non-rescheduling of our services, made with more than 24hrs notice will be given a full refund minus the banking transaction fees.

Complete cancellations and non-rescheduling of our services, made less than 24hrs will result in a cancellation fee. The amount of the fee will be equal to 50% of the reserved service.

In the event that we are able to accommodate a new date and time during the same week or month, that suits both you and our Health & Fitness Consultant, you will not be charged a cancellation fee and your original payment will be used towards your next appointment.

If you are late for your on-line service, we may not be able to accommodate you and you will only receive the remaining amount of minutes left in your original allocated time slot. You will not receive a refund for time lost during your service. Our Health & Fitness Consultants will do their very best to extend your service for the full amount of time where possible, but this cannot be guaranteed in cases where our Health & Fitness Consultants have back to back bookings. The time lost will be at your sole expense.

Should one of our Health & Fitness Consultants be unable to take your scheduled appointment, due to circumstances beyond our / their control, you will have the option of rescheduling your consultation or receiving a 100% refund. In either case, please advise us of your choice as soon as possible, so we can accommodate your request.

*PLEASE NOTE: As your consultation fee is booked ONLY through our Healthy Options Market Platform and prepaid, you will NOT be required to pay any additional taxes, charges or fees during or after your consultation.

Additionally, should you have any comments or feedback about any of our consultants, we would be happy to hear from you! All feedback helps us improve our services, ensuring you receive a high quality consultation every time.

You can contact us by email on: admin@healthyoptionsmarket.com

Is There A Warranty On Appliances?

The warranty of Healthy Options Market does not cover any problem(s) that are caused by commercial use, normal wear and tear, misuse, accident, alteration, modification, improper or unauthorized repair, or improper storage. Any items that are returned with parts removed, damaged, tampered or altered will not be eligible for the warranty and customers will not receive a refund or replacement. Please contact the manufacturer directly for questions regarding their warranty issues.

When Can I Expect My Refund?

Please allow up to 10 working business days for your money to be returned to your Bank Account, Credit Card or PayPal Account. Once we generate your refund on our system, you will always receive an email informing you of when the transaction was completed. Depending on your bank, it may take some time before your refund is officially posted in your account, as there is often some processing time before a refund is posted. 
 

If a period of 10 working business days has past and you still have not received your refund, please contact us at info@healthyoptionsmarket.com where a member of the Healthy Options Market team will gladly assist you in this matter.

* Please Note: Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

 

MY PAYMENTS & BILLING INFORMATION & TAXES

What Payment Methods Do We Accept?

We accept the following payment methods through Mercado Pago:

- Visa 

- Mastercard

- Paypal

- American Express

Or cash deposits / bank transfers in:

- 7 Eleven

- OXXO

- BBVA Bancomer

- Citibanamex

- Santander

- Farmacias del Ahorro

- Chedraui

- Casa Ley

- Telecomm

Mercardo Pago may take up to 12hrs to confirm your proof of payment with Healthy Options Market. Confirmation is necessary before your package is prepared & shipped. Please help us identify your payment by emailing a copy of your receipt to sales@healthyoptionsmarket.com

Please go to https://www.mercadopago.com.mx/ayuda/terminos-y-condiciones_715 to see the terms and conditions of their services.

 

We also accept and use the secure service of:

- PayPal

Please go to www.paypal.com/mx/home to see the terms and conditions of their services.

 

Please be sure to provide your exact billing address and telephone number (i.e. the address and phone number your credit card bank has on file for you). Incorrect information will cause a delay in processing your order.

How Do I Manage My Shipping / Billing Information?

When you log into your Healthy Options Market account, you can modify your shipping and billing address. You can also add/remove additional addresses. We recommend changing any addresses before placing an order to avoid having an order shipped to a previous or wrong address, should your shipping address be different to your billing address.

*PLEASE BE AWARE: If you are using PayPal for check out, please be sure to update your address to the correct one directly in your PayPal account, before placing order. PayPal will automatically change the address on the checkout page, to the one on your PayPal account. Healthy Options Market is not responsible for wrong addresses provided at checkout.

Taxes

All appropriate taxes and charges are automatically applied by Healthy Options Market during the check-out process.

 

RESTRICTIONS & FORWARDING COMPANIES

What Countries Are Restricted From Shipping?

Unfortunately, we are ONLY currently shipping to our customers within MEXICO. We would love nothing more than to ship worldwide; however, due to customs & shipping regulations in multiple international countries, this is not yet possible. We hope to be able to ship to other countries at a later date.

 

Can I Use A Personal Forwarding Company to ship to the USA or Internationally?

We are happy to ship to any forwarding company of your choice, however we recommend the company America-Ship. As the buyer, should you choose to ship your items to a forward shipping company, you are responsible for any import restrictions, prohibited import items, taxes, tariffs, fees and other duties. Healthy Options Market will not take any responsibility for packages shipped to forwarding companies. Customers are responsible to comply with International, National or Local Laws regulating importation of products that are purchased. Please check with your Country's Customs office regarding the import of the products you wish to order to make sure they are allowed to enter your country. 

*Healthy Options Market is not responsible for any taxes, duties or confiscated items. Knowingly purchasing these items to ship to another country, you do so at your sole risk and a refund will not be given.

 

SHIPPING & TRACKING

What Are The Shipping Prices, Methods & Tracking Numbers?

Our FREE shipping service is with the courier company Redpack, for all purchases over $950.00MXN. Should your address not be serviced by Redpack, we will choose the next suitable courier company available in your area.

For STANDARD shipping services with the courier company Estafeta, all orders up to 5kg’s in weight have a flat fee of just $189.00MXN, which includes 16% I.V.A.

Should you wish to order an amount over 5kg’s the shipping rates are as follows:

6kg               = $204.00MXN

7kg               = $219.00MXN

8Kg              = $235.00MXN

9kg               = $250.00MXN

10kg             = $265.00MXN

For EXPRESS shipping services with the company Estafeta, the shipping rates which includes 16% I.V.A, are as follows:  

1kg               = $219.00MXN

2kg               = $255.00MXN

3Kg              = $290.00MXN

4kg               = $326.00MXN

5kg               = $361.00MXN

6kg               = $397.00MXN

7kg               = $432.00MXN

8Kg              = $468.00MXN

9kg               = $504.00MXN

10kg             = $539.00MXN

For STANDARD shipping services with the company FedEx, the shipping rates which includes 16% I.V.A, are as follows:  

1kg               = $213.00MXN

2kg               = $225.00MXN

3Kg              = $237.00MXN

4kg               = $249.00MXN

5kg               = $261.00MXN

6kg               = $273.00MXN

7kg               = $285.00MXN

8Kg              = $297.00MXN

9kg               = $309.00MXN

10kg             = $321.00MXN

For EXPRESS shipping services with the company FedEx, the shipping rates which includes 16% I.V.A, are as follows:  

1kg               = $243.00MXN

2kg               = $292.00MXN

3Kg              = $337.00MXN

4kg               = $383.00MXN

5kg               = $429.00MXN

6kg               = $494.00MXN

7kg               = $560.00MXN

8Kg              = $625.00MXN

9kg               = $690.00MXN

10kg             = $755.00MXN

Healthy Options Market has the right to terminate these offers at any time, should the courier companies notify us of any changes to their services. 

Estimated delivery times with the company Redpack is 5-7 business days for STANDARD shipping.

Estimated delivery times with the company Estafeta is 3-7 business days for STANDARD shipping. 

Estimated delivery times with the company Estafeta is 1-3 business days for EXPRESS shipping.

Estimated delivery times with the company FedEx is 2-6 business days for STANDARD shipping. 

Estimated delivery times with the company FedEx is 1-3 business days for EXPRESS shipping.

There are no additional handling fees.

Fees charged are the exact fees from the shipping company with no surcharges added.

Your Tracking Number will be emailed to you within 24hrs of your purchase, during the normal business working days Mon-Fri from 9am to 5pm. 

All orders placed on the weekend or on bank holidays will be handled the next working day and your tracking number will be issued then.

We cannot guarantee when an order will arrive. We encourage you to order in a timely fashion to avoid delays caused by shipping or product availability, especially in these times of a pandemic when the courier services may be overwhelmed with deliveries.

 

Where Can I Find My Tracking Information?

 

When you place an order at our Healthy Options Market store you will receive a confirmation email. When your order is ready for shipping you will then receive an additional email with your tracking number, which you can track at the following link:

Redpack Tracking: http://www.redpack.com.mx/rastreo-de-envios/

Estafeta Tracking: https://www.estafeta.com/Herramientas/Rastreo

FedEx Tracking: https://www.fedex.com/es-mx/tracking.html