Email & Account Information
Pricing & Payment Information
Returns & Refunds
Other Common Questions
Email & Account Information
Q: Why can’t I log into my account?
A: If you’re unable to successfully log into your account, ensure you’re inputting your email address and password correctly. Check to make sure the Caps Lock key is not enabled before typing your password as passwords are case sensitive. It is best to type in all characters rather than use the copy and paste function.
If you have forgotten your password, enter the email address used when you opened your account and select “Email Password”. You may need to answer a security question. A temporary password will be sent to your email address. It may take 15 minutes for your system-generated password to arrive. Please check your spam/junk mail folder for this email if it does not appear in your in-box. Please type the new password exactly as it appears with no additional spaces.
We highly recommend logging in with your temporary password immediately and changing it to something you will remember. You may do so by selecting “Change My Password or Username” on the top left of your account page.
Q: What is the Be Well Rewards Program?
A: We have launched a new loyalty program called Be Well Rewards. At first, the program will be valid for ecommerce orders only, and by the summer of 2021, the store Feel Better Rewards program will be merged into Be Well Rewards so that our customers have a seamless loyalty experience, whether they are shopping in stores or online. We know many of you have been asking for this for years, and we are very excited to make it happen this year! Learn more on our Be Well Rewards FAQ
Q: What is the Feel Better Rewards program and does it work with online orders?
A: Feel Better Rewards is Pharmaca's free loyalty program, that awards 3% quarterly dividends on all retail purchases in Pharmaca stores and at pharmaca.com. Just spend $70 or more each quarter and you’ll receive a Rewards certificate equal to 3% of your retail purchases. For more information, see the Feel Better Rewards FAQ. For further information, you may contact the Feel Better Rewards Team at [email protected] or via telephone at 855.725.9766.
Q: Do you have an email newsletter? How can I sign up?
A: We offer a regular email newsletter that features special offers, deals and promotional codes. You can sign up on our newsletter sign-up page.
Q: How do I unsubscribe from your email newsletter?
A: You may unsubscribe from our email newsletter at any time by via the “One-click Unsubscribe” link at the bottom of the newsletter. You can also select “Manage Subscriptions” to remove yourself from our mailing list.
Q: How do I use my Feel Better Rewards coupon for an online order?
A: At this time, Rewards coupons cannot be applied to your order at checkout. You can however, use your Rewards toward an online purchase by completing your order and responding to your Confirmation Email with the following information: your Rewards coupon code (a long number), the dollar amount of your Reward, your Feel Better Rewards member ID and a note requesting that the Reward be applied to the current order. We will adjust your order a few business days after it ships in the form of a refund.
Q: Do you take international orders?
A: We do not currently ship international orders.
Q: Can I call you to place my order?
A: Yes, we would be happy to assist you with your order via telephone. Please contact our Customer Service Team between the hours of 9am-4pm MST, Monday—Friday at 855.725.9766. If we do not answer during business hours it is because we are assisting other customers. Please leave one voice message or send one email to us at [email protected] and we will assist you as soon as possible. Because we experience a high volume of calls and emails, we respond to all messages in the order they were received.
Q: Can I cancel or change my order?
A: It is very difficult to cancel or change an order once it has been placed. Please contact Customer Service as soon as possible at 855.725.9766, Monday—Friday, 9am-4pm MST or via email at [email protected] with your order number and instructions regarding your order.
If your order has not yet moved to our Shipping Department we may be able to modify or cancel it. We will be unable to change orders submitted on the weekend. If you are using a debit card, please be sure to read the note below about authorizations and how they work.
A note about credit and debit card authorizations
Adjusted orders that have a higher balance than the original order will create new authorizations. Your financial institution will hold the amount of funds required to cover the total of the original order plus the total of the new order, not the difference between the two totals. If you are using a debit card please be sure you have enough funds to cover both orders. This is also true of authorizations for credit cards.
The authorization for the order with the lower amount will expire within approximately seven business days, depending upon the procedures at your financial institution. For more information on authorizations and how long they will be in effect, please contact your financial institution.
Q: Can I place a special order for a product not currently on your site?
A: Unfortunately we cannot accept special orders for products that we do not currently carry. If you live near one of our stores, they may be able to assist you. Click for a list of store locations.
Q: When will I get my backorder?
A: We will ship your backordered item as soon as we receive it from the manufacturer. This normally occurs within a two-week period. If we learn that the manufacturer is out of stock, which would result in a longer delay, we will contact you to determine next steps. You may always contact us at [email protected] with your order number to request a status update. We apologize for any inconvenience.
Q: Will I be charged shipping for my backorder?
A: No extra shipping charges will be incurred for partial shipments or shipments of back-ordered items, but all back-ordered items will be sent via Standard Shipping, no matter which original shipping method was selected.
Q: What should I do if I haven’t received my order?
A: If you received a tracking number and you have not received your order after three business days, or if you have questions about your order, please contact our Customer Service Team between the hours of 9am-4pm MST, Monday—Friday at [email protected] or call 855.725.9766.
Q: The tracking shows the package was delivered but I didn’t receive my package. What if I have a lost or stolen package?
A: A safe and accurate address for delivery must be provided at the time the order is placed. Once an order has shipped, Pharmaca is not responsible for lost or stolen packages confirmed to be delivered to the address as entered for the order. Please contact the shipping carrier for any information regarding the delivery. Have your tracking number available to provide to the carrier to assist with the investigation. If the tracking indicates the package has been delivered, you would be required to place a new order. (Any coupon code used on the original order would be applicable on a new order.)
Pricing & Payment Information
Q: Where can I find a coupon code?
A: If available, current coupon codes will be found on the home page of our website. If you have made purchases with us at pharmaca.com in the past you should receive emails that contain coupon codes. If you have not signed up for our email newsletter or made purchases at pharmaca.com, please sign up on our newsletter sign-up page.
Q: How do I use a promotional code on my order?
A: On the checkout page, simply type your promotional code in the coupon code field exactly as it is shown (all capital letters and numbers, if applicable, with no spaces) and select the “Apply” button to receive your discount. Please note that some brands and products are excluded from promotions. Learn more about excluded brands and other coupon code exclusions.
Q: Do you have wholesale pricing?
A: We do not offer wholesale pricing.
Q: Do you accept gift cards?
A: Pharmaca gift cards are available for sale and use in our retail stores only and cannot be used for online orders at this time.
Q: Do you accept payment by PayPal?
A: We accept payment via PayPal.
Q: Why do you charge tax?
A: Businesses that have a physical presence in a state must charge taxes for online purchases made by customers in that state. Click here for a complete list of store locations.
B: Due to the Wayfair Decision by the Supreme Court in June 2018, we are now required to collect and remit sales tax in states where we have a “significant” economic presence.
Returns & Refunds
Q: What should I do if my order is damaged or has an error?
A: Items damaged during shipment may be returned for a full refund. Please contact the Customer Service Team within 48 hours of delivery and leave one voice message or send one email with your order number and the number of the item (SKU) that has been damaged and we will contact you to discuss replacement.
If the item you purchased is defective, you may return it for a full refund within 30 days of the date you received it. Please contact our Customer Service Team between the hours of 9am-4pm MST, Monday—Friday at [email protected] or call at 855.725.9766 for more information. Please contact us as soon as possible after receipt of your order.
If you receive an incorrect item, please contact the Customer Service Team with your order number and the SKU number of the item(s) upon receipt.
Q: What is your return policy?
A: You may return any item(s) purchased from pharmaca.com within thirty (30) days of the date you received your order. You will receive a full refund for the item(s) in the original form of payment. After we process your return, it may take several business days for the refund to appear on your credit card, depending on your financial institution.
Merchandise that is damaged in shipment may be returned for a full refund or replacement. Please contact Pharmaca Customer Service at 855.725.9766 or email: [email protected] within 48 hours of item(s) receipt. If you leave a voicemail, please include order number, item description or SKU # of damaged items, and if you would like a refund or a replacement sent.
While we are unable to process an exchange, you may place a new order if you would like a different item. (The coupon code used on original order would not be applicable on a new order).
Shipping and handling charges are non-refundable. For returns via mail, the product must be carefully packaged.
Once your return has been received, a refund will be issued within 14 days to the original form of payment, and an email confirmation will be sent.
You may also return products in person to any of our retail stores within 30 days. A copy of your email order confirmation or the packing list from the shipment is required as proof of purchase for an in-store refund.
Other Common Questions
Q: Do you ship probiotics under refrigeration? If not, will they be viable?
A: Our manufacturers formulate their probiotics to ensure their products retain viability until they reach the consumer. But we take extra care, ensuring that all probiotics remain refrigerated in the Pharmaca warehouse until the time of shipment; they are then packaged in an insulated envelope with an ice pack to further ensure potency in transit—at no extra charge. (Note: Ice pack will not arrive frozen/product will not arrive cold).
Additionally, probiotic manufacturers add extra colony forming units (CFUs) to adjust for the product being shipped unrefrigerated, even in the summer months, and for it being unrefrigerated for several weeks. To ensure potency, the CFU count on the package is lower per dose than the actual count at the time of production. The CFU count is valid through the expiration date, even after the package is opened. For long-term storage, the product should be refrigerated.
About different probiotic types:
- are room-temperature stable and do not require refrigeration. Refrigeration will, however, extend the shelf life. Avoid temperatures above 77°F (25°C).
- does not require refrigeration and can be stored at room temperature. Refrigeration will, however, extend the shelf life. Avoid temperatures above 77°F (25°C).
- are room-temperature stable, but should be refrigerated for full therapeutic effect and extended shelf life. Avoid temperatures above 77°F (25°C).
Q: Can I view my Rx purchases online?
A: It is not currently possible to see your Rx purchases online, however, you may request the information at the store. Click here for a complete list of stores.
Q: Would you consider carrying my product line?
A: To have your product(s) reviewed, please send samples, a catalog and your pricing sheet(s) to Pharmaca's home office:
Pharmaca Merchandising Dept.
4940 Pearl East Circle, Suite 301
Boulder, CO 80301
All materials and samples that are sent will be given to the appropriate Category Manager for review. If there is an interest in learning more or in adding your product(s) to our offerings, you will be contacted. Due to the volume of inquiries that we receive we do not share the names of our Category Managers.
Q: What is Proposition 65?
A: Consumable products purchased in California may contain the message: “This product contains a chemical known to the State of California to cause cancer or reproductive harm.”
This warning is required by Proposition 65, a California law that says products must be labeled if they potentially contain certain chemicals. Many of these chemicals are widely distributed throughout our environment in air, soil and water, making them common in foods, and consequently, some supplements, even if they aren’t intentionally added.
Proposition 65 standards are among the most strict in the country, and far exceed federal standards for safety. For example, Proposition 65 requires warnings for lead at 0.5 mcg per day—a much stricter amount than standards at the federal and international level.
The bottom line is that this warning is simply a precaution, and does not necessarily mean the product is unsafe. Customers are encouraged to reach out to product manufacturers over ingredient concerns related to Proposition 65.
Q: Can I use my FSA card for online purchases?
A. No. We cannot accept debit cards from Flexible Spending Accounts (FSAs).