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Ordering/Service Questions
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Do you offer free shipping?
Free UPS Ground Shipping is available for orders of $199 or more shipped within the continental United States. For orders under $199, we offer $12.95 flat rate shipping within the 48 contiguous states.*
Do you sell to consumers?
Mayway does not sell direct to consumers. Consumers and patients receive our products from clinics, natural product retailers, or online retailers.
What are your hours?
Our office hours are Monday-Friday, 8 am - 5 pm except for major holidays as listed on our Contact Us page. Mayway.com is available 24 hours a day for online ordering.
Do you offer pickup or will call delivery options?
Yes. Our will call/pickup orders are Monday through Friday from 9am until 4pm, except for major holidays.
What days are you closed?
Mayway observes the following major holidays: New Year's Day, Chinese New Year, Memorial Day, July 4th, Labor Day, Thanksgiving Day, Thanksgiving Friday, Christmas Day The dates for the current year are listed on our Contact Us page.
When will my order ship?
Orders received by 3 pm Monday-Friday are generally shipped the same day. You will receive a shipping confirmation by email if you have registered an email address with us.
Why is there a "Prop 65" label on the product I received?
Proposition 65 is a California law that requires a warning label on products and in spaces where someone can be exposed to certain chemicals. In the case of herbs, there may be a minuscule amount of heavy metals detectable in the product. Heavy metals are found in soil and may be taken up by the plants as they grow. Learn more.
I'm sending a package directly to my patient; can you send me the bill?
Yes! We offer a "Drop Ship" service for all of our products, including our extensive Mayway Herbal Dispensary, which allows you to create your own bulk or concentrated extract formulas to send directly to your patient.
Why is there a limit on the number of custom prescriptions I can include in a single order?
Dispensary services are meant for supporting one-to-one consultations. The FDA has separate regulations for manufacturing. We feel that 14 units per prescription should be sufficient to cover most diagnoses.
Can I call in to order my prescription/custom formula?
Regrettably no. To ensure accuracy, we recommend that prescriptions be ordered online. If you do not have access to the internet or are experiencing technical difficulties, prescriptions may be faxed to 800-909-2828 or emailed to sales@mayway.com.
Can I be notified when an out of stock product becomes available?
Our website offers a back in stock notification feature.
Can I apply for credit terms?
Customers can apply for Net Terms by submitting a credit application.
Does Mayway provide Certificate of Analysis on its products?
Yes, Certificates of Analysis (CoA) are available for all of our products. Contact our Customer Service team and include the item and batch number with your request.
How do I make a return?
Most products can be returned within 30 days of purchase date with a 20% restocking fee. Please email sales@mayway.com and include your account number, invoice number, the item you would like to return, quantity and reason. If your return meets our criteria, we will respond with return instructions including a return authorization number (RMA). Please note that we require an RMA to accept a return. Packages without an RMA will be returned to the sender.
Can I return a product once it's been opened?
We do not accept opened or marked products for return unless there is a pre-existing quality issue with the product.
If I have a whole herb formula, how do I translate it into an extract powder formula?
Creating a concentrated extract formula is different from writing a raw herb formula. In fact, it is more like making pills or tinctures, because it requires using a ratio of herbs. For more information, download How to Use 5:1 Powdered Extracts for instructions on how to determine these ratios and how to calculate the number of grams for each herb in the formula. If you are a licensed Practitioner, you can also use our and create your own custom formulas.