Frequently Asked Questions: General

General questions about ordering, products, or the Co-op: How do you keep your prices so low? How do you keep quality high? May I return products that I purchase? What if I don't want to give my credit card over the Internet? Could you give me some advice about my condition? I love your prices. How do I join Our Health Co-op? How do I remove myself from your mailing list? How do I apply for the Free-to-the-Poor Program? Why don't you offer my favorite supplement? Who's your favorite cat?
Q:	How do you keep your prices so low? Your prices look almost too good to be true! Forgive this skeptic's question!
A:	Here's how we keep costs down: No sales people with commissions (also no telemarketing and no multi-level marketing pyramid costs either)! No big PR, advertising or media budget Generic brand with no fancy materials included with products No printed literature -- everything is on the web site & electronic newsletters cost next-to-nothing, especially when compared to direct marketing pieces No toll-free hotline -- and phone orders limited to 10-4, M-F No fancy web site -- all done "in-house" except for credit card processing (Verisign) and shopping cart software (Volusion.com) No labor costs over the weekend -- shipping and orders are strictly M-F No returns policy and no changes to orders once placed (we try to catch changes if we can, but our shipping process is really basic, so we encourage members to place orders carefully). Management with hands-on responsibilities (no absentee landlords being paid for ownership only). Management with a focus on member service. We have upgraded numerous products (e.g., doubling the amount of chondroitin, an expensive ingredient, in our Joint Complex product, etc.), yet we didn't raise prices. We don't have to answer to outsiders with their eyes only on profits. We answer to our conscience, and we know many of our members are on fixed incomes. We know that many members could not afford important supplements for their health without our focus on keeping prices low. And, of course, a "kat" runs this operation and felines aren't known for worrying about "keeping up with the Jones's!"
Q:	How do you keep quality high?
A:	Here's how we ensure quality: We only work with U.S. manufacturers, who practice good manufacturing practices and are inspected by state health departments and fall under FDA regulations. All of our products come with Certificates of Analysis and authenticity. We develop long-term relationships with our vendors. We don't put our products "out to bid" to unfamiliar suppliers. We conduct independent laboratory testing, working with GMP- and FDA-certified labs. None of our manufacturers would risk scrimping, since they know without a shadow of a doubt that we test our products. We are choosy about the origin of our raw materials and often specify distributors or countries of origin with excellent reputations. We opt for standardized extracts vs. powders in our products (i.e., we use 40% beta sitosterol, while cheaper products are using the non-standardized powders of undetermined amounts of active beta sitosterol). We buy organic ingredients whenever possible (e.g., it took us some time to procure organic broccoli for our Greens Plus product, but we found it, etc.). We have transitioned our products away from using any artificial colorings (only a couple of products were affected). We have put our money where our mouth is and rejected shipments of products, causing a drop in our own business due to "out-of-stock" situations. We think it's worth it to suffer short-term losses to ensure long-term loyalty of our members. We don't offer every product that is "hot." We were very picky about our probiotics choice, since many, many probiotics have "dead bugs." As a mail-order business, we needed a room temperature stable product. Again, we gave up revenue (more than 6 months) because we were unwilling to commit to a product that we had no faith in and waited for the five-strain product backed by research that counts. We are a science-oriented outfit and work with some leading industry consultants to help us make science-based decisions (our consultants have hundreds of years of combined experience, access to hundreds of supplements industry subscriptions and thousands of research resources). We're NOT a marketing-oriented shop emphasizing the latest hype in the supplements magazines, which are often informed by biased interests (e.g., vendors hyping their newest products through "articles," placed based on their advertising budgets).
Q:	May I return products that I purchase?
A:	Please read our Return Policy carefully to see if your products are eligible for refund.
Q:	What if I don't want to give my credit card over the Internet?
A:	With our brand-spanking-new shopping cart, you may opt to send us a check or money order instead of using a credit card. Here’s the process: Place your order online before mailing us your payment. Select "Check by Mail” or “Money Order" as your payment option. Send your check or money order to us at: Our Health Co-op 4188 Westroads Drive, Unit 123 Riviera Beach, FL 33407 Write your order number on your check or money order so Teri can quickly find your order and get it shipped to you! We will ship out your order within 1 business day after we receive your check. We will also send you an email with your shipping information for tracking purposes. You can always check on your order by clicking My Account / Order Status link at the top right-hand side of our site. You may also order through email at orders@ourhealthcoop.com or you may call our phone line 561-656-4011. Hours are 10 a.m. to 4 p.m. EST. Callers are always treated to one of the most pleasant customer service experiences when they talk to Teri, who has a sense of humor that genuinely exceeds this kat's! NO discounts with phone or email orders (extra paws involved!).
Q:	Could you give me some advice about my condition?
A:	Unfortunately, the answer is "No." We do recommend that you check with your physician or health care professional if you have any questions about a health condition. We also encourage you to read widely and become educated on things that affect your health! Check out some of these resources!
Q:	I love your prices. How do I join Our Health Co-op?
A:	To join Our Health Co-op, please register at the link here. Register me! I want in on these great prices! Tell your friends too -- they will appreciate the playful humor and the great information (scientifically-based, not marketing hype!).
Q:	How do I remove myself from your mailing list?
A:	If you no longer wish to receive emails from us, please click on the link at the bottom of every newsletter: remove from mailing list. If for any reason that doesn't work, please send a remove request to guido@ourhealthcoop.com. I'll swish my tail and wish you had appreciated kat stuff.
Q:	How do I apply for the Free-to-the-Poor Program?
A:	Our Health Co-op is supported by a community of members, who choose to share with others. That is why we started up the Free-To-The-Poor program (a.k.a. our Free-to-our-Friends-in-Need). Our members have the opportunity to offer individual donations of at least a $1.00 each time they make an order. The donations go to support folks in need of health-giving supplements and who honestly cannot afford to pay our modest prices. Therefore, if you know of someone who is, or you are, financially stretched this year due to difficult circumstances, we encourage you or your friend to apply for our Free-to-the-Poor (a.k.a. our Free-to-our-Friends-in-Need) Program. To qualify, each person requesting a donation must send a letter of request with the following information: Your full name Your address Your phone number Your Social Security Number Description of your situation and reasons why you need a supplement or vitamin donation What specific Co-op product(s) you are requesting. Please send your request to: Our Health Co-op, Inc. Free-to-the-Poor 4188 Westroads Drive, Unit 123 Riviera Beach, FL 33407 Our only request is that those we help send in a letter or an email (to this kat is just fine) thanking the Co-op’s members for helping make this program possible. Through our collective efforts in helping individuals and organizations in need can be substantial! -------------------------------------------------------------------------------- If you are a non-profit organization seeking a one-time bulk donation, then you must submit your request to the address above on letterhead, via a formal board member, with 501(c)3 information and any other state registrations that are relevant. You must agree to formally acknowledge the Co-op's contribution and allow the Co-op to use your organization's name in our informational newsletters (sent only to subscribers).
Q:	Why don't you offer my favorite supplement?
A:	We are constantly on the look-out for products that would be valuable to our members. The Co-op prefers to handle products that meet the following criteria: Expensive elsewhere (the Co-op can do better!!!) Well-documented research supporting both efficacy and safety Not so ahead-of-the-curve that we have to totally "educate the market" Well-suited for shipping (nothing extremely heavy or extremely bulky) In demand (our members ask for them, again and again)!!
Q:	*Who's your* favorite cat?**
A:	The Pink Panther, of course! Garfield is a bit annoying, but the Pink Panther, now he's really cool!