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Frequently Asked Questions

 
  1. I want to access My Account, but I can’t remember my password.
  2. I cannot find the product I want. What should I do?
  3. How much does delivery cost?
  4. How can I track my order?
  5. Can I amend or cancel my order?
  6. What is the returns policy?
  7. When can I expect to receive my order?
  8. How can I provide feedback?
  9. Why haven’t I received all of my order?
  10. What are the Customer Service hours?

 

Q. I want to access My Account, but I can’t remember my password.

A. If you have forgotten your password, please click on the Forgot Password link. Once clicked, an email will be sent to you with a unique link that will allow you to reset your password. If you continue to have problems please contact Customer Service at 1-855-496-9345 or email: customerservice@factoryotc.com 9 a.m. - 5 p.m. EST (Monday through Friday)

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Q. I cannot find the product I want. What should I do?

A. FactoryOTC regularly adds new products to our website; however, please contact Customer Service 1-855-496-9345 or email: customerservice@factoryotc.com 9 a.m.-5 p.m. EST (Monday through Friday) and we will be happy to help find the product you are looking for. If the product you are looking for is not part of our product offering we will do our best to try and add these products at a later time should they fit into our new product development criteria.

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Q. How much does delivery cost?

A. Your order will be delivered by FedEx Ground. Orders that are over $25 will receive free shipping. Orders under $25 will have a $6 shipping fee included in the order total. Orders are processed Monday through Friday. Orders placed on weekends or holidays will be processed the next business day. Please allow 5-7 business days for delivery. We can deliver to P.O. boxes through SmartPost but it will add an additional 2-3 days to the delivery time for a total estimated delivery time of 7-10 business days.

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Q. How can I track my order?

A. After your order has shipped, you will be sent an email with a tracking number and a link to the FedEx website where you can easily track your package.

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Q. Can I cancel my order?

A. Should you wish to cancel your order please contact Customer Service 1-855-496-9345 or email: customerservice@factoryotc.com 9 a.m.-5 p.m. EST (Monday through Friday)

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Q. What is the returns policy?

A. Unfortunately, you cannot return medicines or anything that has a hygiene seal that has been broken, unless you are returning them because they are damaged or faulty. Please review the Terms and Conditions and the Returns Policy for further details.

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Q. When can I expect to receive my order?

A. Delivery times are estimates only. FedEx Ground is typically delivered within 5-7 business days. If you are experiencing delays, please contact Customer Service 1-855-496-9345 or email: customerservice@factoryotc.com 9 a.m.-5 p.m. EST (Monday through Friday)

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Q. How can I provide feedback?

A. Please email your comments to us at customerservice@factoryotc.com

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Q. Why haven’t I received my entire order?

A. If you received your order and it seems to be incorrect please refer to your Email Order Confirmation, which should contain the specific details and products that were purchased and intended to be dispatched with your order. Compare this with the Packing Slip included with your order. If you have checked all of the above and are satisfied the item is missing, please contact our customer service team who will be happy to help.

In the event that a product becomes out of stock we will do our best to notify you in advance and refund the cost of that product. If you receive your order and it is incomplete and you were NOT notified please contact Customer Service 1-855-496-9345 or email: customerservice@factoryotc.com 9 a.m.-5 p.m. EST (Monday through Friday)

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Q. What are the Customer Service hours?

A. Customer Service is open 9am to 5pm Monday to Friday (EST) except for holidays.


If you have checked all of the above and still have questions, please contact Customer Service for assistance.