Frequently Asked Questions

Privacy and Security


What is your privacy policy?

We care about the privacy of our customers. Please read our entire Privacy Policy.

Is my credit card information kept secure?

We have special technology called Secure Socket Layer (SSL) to prevent unauthorized people from intercepting your credit card information. Please read about credit card security to learn other ways to make your shopping experience more secure.

I don't wish to give my credit card information online. Are there other ways to order?

If you don't wish to shop online, you may order by phone. To order by phone, call toll-free: 1-877-688-7241.

Remember, you can always shop at one of our retail locations, too. We have locations nationwide, with new outlets being added every month. To find a retail location near you, click here.

 

Products


Which product is right for me?

You may start your research using our healthnotes section or use our “Ask a Nutritionist” for free. You may also schedule a consultation with one of our Certified Clinical Nutritionists to receive a customized consultation.

Where are your items manufactured?

All of the Aceva items are manufactured in the United States. The ingredients for our items come from around the United States and in a number of different countries throughout the world.

How can I view the Supplement Facts for an item?

All of the products on our website have detailed supplement facts available. Click on the Supplement Facts tab under the product image on the product page to view.

A product I wish to buy is out of stock. Can I still order it?

If an item is backordered, we will ship the balance of your order immediately and send your backordered item when it becomes available at no additional shipping charge.

How can I find out the status of my order?

Ensure you have received a shipping confirmation email and locate tracking number.
Go to www.FedEx.com and select United States, then enter the Tracking Number under Track a Shipment

I'm missing an item from my order. What do I do?

If an item is missing from your order please:

  • Check your invoice to ensure that missing item is not on backorder.
  • Call Customer Support 1-877-688-7241.

When will my order ship?

Orders placed by 1 PM Central Time will be packed and shipped the same day, pending verification of billing information and the shipping method selected.

 

Pricing


When do the promotions and prices on the website change?

Prices on our website can be updated at any time and may change for weekly and monthly specials.

Are the website prices the same as the retail outlets?

All online offers and prices are valid for online purchases only, and may be different from those in our retail stores.


Accounts


Do I need to set up an account to shop on the website?

If you want to purchase products online you must set up an account. However, you don't need to set it up until you are ready to check out. Until then, you may browse, learn, and comparison-shop as long as you like.

I have changed my address, email address and/or credit card. How do I change my account information?

Click on the "My Account" option at the very top of the home page. Log in using your current email address and password. You'll then be able to change your account information, including credit card, billing and/or shipping address, email address and password. You can also access our Quick Reorder feature and view your order history..

I've forgotten the password for my account. What should I do?

Click on the "Login" option at the very top of the home page. Below the login box you'll find a link for "Forgot Your Password". Click the link and follow the directions to receive a new password instantly via email. Still have questions? Please contact us.

 

Ordering and Payment


How do I place an order?

To place an order using your shopping cart, follow these simple steps:

  • Add items to your cart by clicking the Add to Cart button displayed along with the product description.
  • When you have added all of the items you wish to purchase to your cart, click the Checkout button on either the shopping cart page or the top right corner of the page you are using.
  • Enter your billing, shipping and payment information as directed.
  • Confirm your order by clicking the SUBMIT ORDER button located at the bottom of the confirmation page


How do I use the Auto Reorder Feature?

  • Locate the products you would like to place on Auto Reorder
  • Click the product title to be brought to the product page
  • Click the green Auto Reorder button
  • Select the frequency of delivery and add to cart
  • Select another product if desired and follow the above steps or Click "Proceed to Checkout".

Can I make changes to my order after I have submitted it?

We work hard to get your orders processed as quickly as possible. Due to the speed of most of our shipments, we are not able to make any changes once the order has been submitted.

Can I cancel my order once it has been submitted?

We work hard to get your orders processed as quickly as possible. Due to the speed of most of our shipments, we are not able to cancel orders once the order has been submitted.

When am I charged for the items that I ordered?

Your credit card is charged at the time the order is placed. If you have a backorder item on your order your credit or debit card will be charged for the full amount of the order including the backorder item.

I order the same products each time. Can I be set up to receive them automatically?

Yes, you can sign up for our Auto-Reorder Program and receive an additional 10% off your order.  To get set up on Auto-Reorder, click HERE.

Can I view orders I've placed in the past?

Yes. Once you have logged into you account, click on the "My Orders" tab on the left hand side of the screen. You'll then be able to view your order history.

Will you notify me if there are problems with my order?

We will immediately notify you by email of any complications with your order, including backorders and credit card authorization issues.

What forms of payment do you accept?

We accept the following credit cards: Visa, MasterCard

Do I need to pay sales tax with my order?

Residents in some states must pay applicable sales tax for certain types of products.

If one or more of my items are on backorder, when will I receive my order?

If any items are on backorder, we may hold the order for a few days to wait for the backordered items if they will be back in stock soon. If we don't expect the backordered item back in stock within a few days, we will ship the rest of your order as scheduled.


Shipping


When will my order ship?

We make every effort to ship your order the same day if it is placed before 1pm Central Standard Time and if all items are in stock. If any items are on backorder, we may hold the order for a few days to wait for the backordered items if they will be back in stock soon.

Where are you shipping my order from?

All packages are fulfilled and sent from our Peoria, IL facility

What shipping carriers do you use?

Your package can ship any of 4 ways:

  • FedEx Ground
  • FedEx 2 Day
  • FedEx Overnight
  • UPS

Do you refrigerate products during shipping?

Products are kept under a temperature controlled environment in our warehouse facility, but are not kept refrigerated during the course of shipping.

Can customers outside the U.S. order from the website?

No.  Unfortunately we currently do not ship to locations outside the United States.

Will you notify me when my order has been shipped?

You will first receive an email confirming your order, and then another email notifying you when your order has been shipped.

Can I ship to an address other than my own?

Yes. When you go through the order checkout process, you will be able to enter separate addresses for billing and shipping.

 

Return Policy


What is your return policy?

You may return any item purchased from AlignLife Nutraceuticals for any reason within sixty (60) days of purchase. For online orders, the product ship date is the date of purchase. You will receive a full refund for opened or unopened items in the original form of payment. You must mail the product and receipt to:

Aceva

Attn: Returns Department

4812 N. Sheridan Road

Peoria, IL 61614

For purchases in any of our retail outlets, the product must be brought back to the retail outlet in which it was purchased to receive a refund.

Shipping and handling charges are non-refundable. For returns via mail, you must carefully package the product, you are responsible for the cost of return shipping, and we must physically receive the return within the 60 day period. Aceva reserves the right, at its sole discretion, to reject any return that does not comply with these requirements.

What should I do if my items arrive damaged or defective?

We make every effort to package your order so that it will arrive in great condition. Unfortunately, sometimes items may be damaged during shipment. We understand your frustration and we will do everything we can to replace the product as quickly as possible. If you have received a damaged item, please e-mail us at support@aceva.com or call us at 1-877-688-7241.

Can I make changes to my order after I have submitted it?

We work hard to get your orders processed as quickly as possible. Due to the speed of most of our shipments, we are not able to make any changes once the order has been submitted.

Can I cancel my order once it has been submitted?

We work hard to get your orders processed as quickly as possible. Due to the speed of most of our shipments, we are not able to cancel orders once the order has been submitted.

. Give us your name, order number and the item number that was damaged and we will arrange for the damaged item to be replaced immediately.

What should I do if I received the wrong item?

If you received the wrong product, or flavor, size, simply e-mail us at support@aceva.com or call us at 1-877-688-7241. Give us your name, order number and the item that was not correct and what item you should have received. We will check into this immediately, arrange for the missing product to be returned to us, and send out the correct product right away! You will receive the correct one before you know it.

Can I return products I ordered through the web to a retail location?

Unfortunately you can only return products purchased online directly from Aceva. Products purchased in a retail outlet can only be returned in the retail outlet from which it was purchased. 


Coupons, Promotions, Gift Cards and Gift Certificates



How do I get coupons from Aceva?

Once you sign up for an account we will provide the courtesy of receiving monthly promotional coupons.

My coupon code is not working. What do I do?

  • Make sure you have met the minimum purchase requirement.
  • Check that the coupon is not expired.

How do I redeem Coupons on the website?

During the checkout process, you will be able to enter your coupon code, when you enter your payment information.


Customer Support


How do I contact Customer Support?

  • For clinical questions, log into your account and click on “Ask a Nutritionist” under the “Get Educated” tab.
  • For product inquiries or additional questions, customers within the United States may call 1-877-688-7241- Monday through Friday from 8:00 AM CST to 5:00 PM CST.
  • Or email support@aceva.com.

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