Our web site has hundreds of pages of detailed information. Please search our site by one of the links, product or site, to find the information you are looking for before calling us or emailing us. We want to help you and this can sometimes help you sooner than waiting for our reply. Newcomers to Live Foods can learn a lot from our charts here. If you are unable to find the information you need, please email us or call us for help.
Shipping, Returns and Storage Information
To everyone reading this section: Please also read section below under "Methods of Ordering and Payment Options".
By clicking the box on our shopping cart page that asked you to read these Terms of Service you are giving us your electronic signature that you agree to pay your credit card holder for merchandise you have purchased from our web site through our shopping cart. You agree that this is an authentic order, you are the cardholder and you are not a robot.
Perishable food orders are shipped Monday-Wednesday. Fresh Royal Jelly foods are shipped frozen and must be refrigerated when received. They generally ship Monday-Wednesday. Products #1a2-2D and #LC10 require 2nd Day Air or 3 Day Select option from the drop down menu in summer months. Depending on your proximity and during cooler months we may ship fresh items on Thursday if delivery can be made before the weekend. Natren Probiotics are shipped only in the lower 48 states. They go via FedEx 2nd Day Air (must be selected during check-out) with ice. Non-perishables are shipped Monday-Friday. We do not guarantee to ship packages the same day we receive them although we do our best to accomplish this. Orders are processed in the order they are received and we must meet shippers deadlines. Please allow 1-2 business days for processing of your order in case of delays beyond our control. Heavy items are sent FedEx, lighter items FedEx or U.S. Priority Mail insured. Some drop shipped items are shipped UPS. Please allow enough time for your payments to clear and shipping time according to your zone. We are not responsible for orders that "do not arrive in time" because you were not available to receive it. Please check your email for tracking information and be available to receive your order. Alive & Well is not responsible for shipments when tracking shows delivered and driver confirms it has been delivered. Customer accepts all responsibility for delivery once a package leaves our facility.
Less than Load Shipping Calculations - Due to fluctuating shipping charges on large furniture items, we will email you if shipping is different than your shopping cart order shows. Upon your approval of the emailed quote, your order will be processed. Shipping quotes are good for 30 days only. Although it is rare, they may increase according to the changing fuel charges by the time of your shipment.
Due to the weight, shipping on bulk quantities of food or other commercial sized shipments will be charged shipping based on the carrier. These quotes are also good for 30 days.
Ground & Express Shipping Calculations - We have done our best to provide accurate shipping calculations to and from all parts of the lower 48 U.S. States. In the event an incorrect zip code is entered while placing an order, we reserve the right to adjust that shipping charge and order total at the time of processing your order so as to not cause any delay in shipment. To prevent any surprises to you, please enter your shipping zip code when placing your order.
To expedite shipping, we reserve the right to ship some smaller packages by United Postal Service instead of FedEx whenever FedEx Ground Shipping is selected at checkout.
Please be sure your shipping address is accurate. If your shipping address is not correct or is incomplete and the carrier charges our shipping account for an address correction, these additional charges will be automatically passed onto you, our customer, and you authorize Alive & Well to charge those additional charges to the credit card you provided at your order checkout. In the event your package is returned to us, return shipping charges and the cost to re-ship your package will also be your responsibility.
Claims - Examine packages upon receipt. Report all damages to the driver. File damage(s) claim against carrier. Keep original container for inspection.
Exchange Policy - Complaints must be made within 10 days of receipt of package(s). No exchanges will be allowed without inspection. Do not return goods without prior authorization. Except for damaged or defective goods claimed within this time period, due to the nature of food sales, all sales are final. Since many of our items are customized to your taste and/or food items, once an order has been processed, it cannot be changed and is subject to 25% restocking fees. Return shipping is to be paid by the customer. Initial shipping charges are not refundable. We are a smoke free environment. Any authorized return that smells like smoke will be deemed not re-sellable and no refund or exchange will be permitted.
All drop ship merchandise is to be handled in the same manner as stated above, and we must be notified as well. If a customer returns undamaged, drop shipped merchandise to the manufacturer without prior authorization by Alive & Well and the manufacturer accepts the merchandise, ALL initial shipping charges, restocking fees and return shipping will be the responsibility of the customer. You will only receive a credit to use for merchandise from the same vendor you originally placed your order with.
International Orders - Due to International credit card processing regulations, we only accept Western Union payments from International Customers. Orders are shipped post office International Express or International Priority unless other arrangements are made. All import and customs fees, duties, taxes, etc. are the sole responsibility of the customer.
Fraudulent transactions are defined as the following:
- By fraudulent credit card use
- Ordering merchandise and charging merchandise back to the credit card without returning it
- Charging merchandise back to the credit card if it has been shipped and delivery is confirmed by the shipper
- Returning merchandise damaged (when a claim should have been filed with the shipper)
- Chargebacks because "you found it on another web site for less money"
- Abandoning international shipments because you "don't feel like paying customs duties and taxes" resulting in return to us or manufacturer. These orders are subject to restocking fees and customer shipping both ways as stated above.
- Any unauthorized returns, fraudulent transactions and the like will result in prosecution to the fullest extent of the law. It will also result in a public post to our web site in the form of a "Customer's Bad Feedback", similar to the procedures on auctions.
- Once an order is placed and we ship it in good faith, if it is refused by the customer and returned to us by the shipper the package will be subject to return shipping charges and 25% restocking fees.
In the event an issuing bank or customer charges back an order the customer already received, customer will be responsible for all chargeback fees of $35 or more.
Storage - All foods must be kept cool or refrigerated. Our foods do not have preservatives and we are not responsible for damages due to improper storage. Many products may be frozen. Please supply a street address, as UPS will not deliver to a P.O. Box.
Methods of Ordering and Payment Options
Newcomers to Live Foods can consult our charts here. You may also search our site and read the informational pages for each product line that contain a wealth of information from the manufacturers to help you make the best choices to suit your needs. Please also use our search box which appears on the bottom of every page.
We accept payments by Western Union or Postal Money Order in U.S. funds. To place orders by mail, select items in the shopping cart, choose the correct shipping and hit RECALCULATE. Print 2 copies of the page. Keep one for your records and send one to us with your payment. Make Postal M.O. payable to Alive & Well, 2127 Oak Street, Bunnell, Florida 32110. Please supply a daytime phone number in case we need to reach you about your order and an email address so we may send you tracking information once your order has shipped.
We also accept payments via PayPal from established customers and customers with a PayPal Verified account. This means if you have not done business with us before and want to send payment to Alive & Well via PayPal, your PayPal account must be verified to be sure you are the account holder.
All prices stated in the web mall are subject to change without notice. Due to circumstances beyond our control, manufacturers' prices change, sometimes without notice. We work as diligently as possible to update the web mall as soon as we receive price increases. Occasionally we do not receive them in time to do so. So please be aware that posted prices will be adhered to except in these rare circumstances.
Hours of Operation
Hours of operation Eastern Standard Time
Sunday through Thursday - Noon - 5 p.m.
Friday Noon - 3 p.m.
FedEx Transit Times Map