FAQs

Wondering exactly when your order will be leaving our warehouse? Below is some additional information to give you a better idea.

Your shipment(s) will leave our warehouse based on the following schedule:

• • Most orders placed Monday - Friday by 1 PM ET will be shipped the same day.
• • Some items will take 1-3 business days to process before shipment. Why?  Item eligibility can change depending on the day of the week, time of day, and product availability. These items will ship separately so be on the lookout for more than 1 package.
• • Orders placed after 1 PM Monday - Friday or on Saturday and Sunday will ship the next non-holiday business day (typically the following Monday). 

Exceptions:

• Probiotics that are shipped with ice packs only go out on Monday, Tuesday and Wednesday.
• International orders may be held until shipping addresses are verified, and all items are complete and packed. But all orders will ship on Fridays.
• All UPS Next Day and 2nd Day Air ship out same day.

Where is your order? To track your order click here.

Please note that due to delivery carrier delays, delivery timelines may be a few days longer than expected. DHL, FedEx, UPS, and USPS are all experiencing labor shortages and disruptions to their services. We cannot control this. Read more about shipping delays further below in the FAQs. Click on "It's taking a long time to deliver my order. What is the delay?"

Shipping Times

In the US:

Free or $5 Standard Shipping:

Please allow 3-12 business days (depending on shipping location) for your order to arrive if you have selected Free or $5 Standard Shipping.  We ship via DHL eCommerce, in combination with United States Postal Service. DHL will hand off your package to the USPS who will deliver your package the last mile to your door or PO Box.

USPS Priority Mail Shipping $9 Flat Rate

Please allow 1-5 business days (depending on shipping location and availability) for your order to arrive if you have selected USPS Priority Mail.  USPS will deliver your package to your door or PO Box and includes Saturday delivery.

Expedited Shipping:

UPS (UPS Next Day, 2nd Day Air or 3-Day Select) orders will ship Same Day if it was placed before 1PM (ET) Monday-Friday. Please add one day for the ETA if your order was placed after 1 PM (EST). *UPS does not deliver on holidays or weekends.*

Outside the US:

For shipments to Australia, Canada, Israel, Philippines, and Taiwan

Please allow 2-21 business days if you have chosen DHL Priority or Standard shipping. (DHL will hand off to local delivery services in your country - Australia Post, Canada Post, Israel Post, etc.)  If you have chosen UPS Worldwide Expedited or Express or USPS Priority Mail International please allow 3-21 business days (depending on location and customs).

For all other countries

Global ShopEx fulfilled your order. You can track your order on their site here.

While DHL & USPS may be facing strain during these unprecedented times, our partnership with the carriers remains unchanged. As we continue to monitor this ever-changing situation, we want to address some of the questions you may have, particularly around our shipping policies.

FAQs

How can I stay updated on this situation? To follow any updates from DHL offers service alerts here. USPS also offers service alerts here. 

How can I check if my order has been impacted? Your DHL order may be impacted if tracking for the order shows, “Dear Valued Customer: This package experienced a delayed arrival at the DHL eCommerce Distribution Center. Kindly allow an additional 24 - 48 hours beyond the estimated delivery date for it to be delivered. As always, thank you for choosing DHL eCommerce.” Your USPS Priority Mail order may be impacted if tracking for the order shows, “In Transit, Arriving Late.” 

If there has never been any tracking information for your purchase, we kindly ask you to wait up to 5 days from the date of purchase as scanning information can be delayed into the system.  

I haven’t received any new tracking updates for my order, what can I do?  In the event that tracking stops and there are no additional updates 10 days from the last tracking update, please contact AcuAtlanta Support. Rest assured, we have a solution in place in the event that there are no further tracking updates.

In most cases, tracking may stop for a few days due to a minor delay, but will typically continue to update as the package is en route to its destination. We have found that packages will deliver without seeing scans as well.

Why is there no tracking information for my sale? DHL and USPS can take some time to scan packages into their mail stream and update the tracking information. We ask that you allow 5 business days from the time the package was dropped off at your local post office or mail box for the tracking information to update. 

If tracking information for your order has not updated after 5 business days from initial drop off/pickup, you can let us know by email at cs@acuatlanta.net

We know that emails sometimes land in spam. *Always* check your Spam/Junk folder if you can't find our emails. Overzealous spam filters are to blame, but there's a very easy solution. Here's how to fix it! 

Yes! We ship to most countries. 

Australia, Canada, Israel, Philippines, and Taiwan

If you live in these 5 countries we ship directly to you via UPS, USPS or DHL.  You will be able to create an account and ship to these countries on Acuatlanta.net.

In each of these countries, DHL hands off to your local delivery service  - USPS, Canada Post, Australia Post, Israel Post, etc. You can track the last mile of delivery with these carriers. Delivery times range, but can take up to 3 weeks.  For more info on prices and times, check out our shipping page.

All other countries

We utilize a 3rd party solution called Global ShopEx. Read more here.

You can also use a Freight Forwarder, such as MYUS.com, or BONGOUS.com to ship your goods. 

Exclusions

At this time we do not ship to Japan.

Please call us by phone ASAP so we can help you work out how your change can best be handled. Once your order is processed, it is packed up and ready to ship within as quick as 30 mins up to 2 hours.

Wrong items:

In the event of a mis-shipment please contact us. We will reship (at no extra shipping cost) the correct products immediately. We will provide you with a return shipping label to send the incorrect item back if needed.

Damaged Items:

In the event that your package arrives damaged, please first take a photo of the package and bottles. Email the photo with order number to: cs@acuatlanta.net

Some items may ship separately

The packing slip included with your shipment will show the status of your ordered items. Some items may ship separately, either direct from us at Acupuncture Atlanta, or from one of our distributors located in the US. Some items may take a few days to process. 

Why did an item not ship?

Our inventory changes daily, and there may be times when we do not have your item in stock when you placed your order. However, most of these items will ship within 1-5 days from the date of your order. So be on the lookout for another package from us within the next few days.

Return Policy:

All returned products must be unopened, unused, seal intact and without damage.  Returns are not accepted after 30 days. No returns are available for Probiotics or other items requiring cold packs or refrigeration.

How-to:

1. Returns must be pre-approved by contacting Customer Service by email, phone, or Live Chat. We will provide you a RMA# as well as instructions on how to return your merchandise. 
2. Repack your items in the same container, or package them in a new sturdy packaging. 
3. We strongly recommend that you use some type of trackable mailing service to send back your items as we cannot be responsible for lost packages. USPS Priority Mail with Delivery Confirmation is acceptable.
4. Enclose the RMA and seal the package.
5. Ship your items back to: 

ATTN: Returns
Acupuncture Atlanta
455 E Paces Ferry Rd, Suite 222
Atlanta, GA 30305

Shipping charges are non-refundable.

Things happen.  We understand. If you placed an order and have not received it, we first ask you to follow the steps listed below.

If the tracking information shows as Delivered:

1. Verify the shipping address on the order you placed.
2. Ask a family member, roommate, apartment manager, or a neighbor if they may have picked up the package without your knowledge.
3. Look for a notice of attempted delivery. Talk to your carrier, whether it's the Postal or UPS delivery person. They also have knowledge about what happens to your package when it's being held waiting for pickup.
4. Look around your surroundings, outside and inside. Sometimes things move around, or fall out of boxes.
5. Call one of these numbers with the tracking number listed on your order and ask for more information.
   DHL Global Mail: 1-317-554-5191
   USPS: 1-800-ASK-USPS
   UPS: 1-800-PICK-UPS
   FedEx: 1.800.GoFedEx
6. A claim can be filed with us, once a reasonable amount of time has passed since the expected delivery date. 
7. In case of theft, we also strongly suggest reporting this to your local police department to prevent further theft. We will require a new shipping address, where delivery is safe and guaranteed to be delivered without issue.

If the tracking number for your package shows no movement and there aren't any scans recently updated, please wait at least 10-12 business days before filing a claim.  We have found that 99.9% of our orders shipped with Free or Flat Rate shipping deliver by the 12th business day.

We've made it easy for you! There are several ways to search for the product you are looking for on AcuAtlanta.net.

How-to:

1. You can browse by BRAND, CATEGORY or your current CONDITION at the top of site, in the main navigation bar.  Simply hover your mouse over and a list will appear.
    
2. Use the search box on the top of the site, on the right hand side: "What can we help you find?" Start typing the first few letters of the name of your item, and a list will appear below.
    
3. If you need additional help finding a product you are looking for, connect with our Customer Support staff for help by phone, email or Live Chat. We are here Monday - Friday 9am-5pm (ET). 

Looking for a specific item you don't see on our site?

We are growing and want to stay on top of all the newest and latest items out there. Be sure to check out our New Products section; we're adding exciting new brands and products to our ever-expanding assortment all the time!

Please fill out the form below. Thank you!

Product Request Form

Add or remove shipping or billing info

To change your billing or shipping address in your account, please first login to your account. 

Lost passwords or access

If you have lost or forgotten your account login information please connect with our Customer Service team to find out what email is associated with your account.  Creating a duplicate account with a new email will prevent access to your previous account's benefits. We are unable to merge duplicate accounts.

If you have forgotten your password, please retrieve a temporary one by clicking on Login in the top orange navigation bar on the site and following the directions for "Forgot your password". You will be prompted to enter your email associated with your account. 

Yes! We offer local pickup in our Buckhead clinic location.

How to:

1. You must first place your order online, we do not take walk-in pickups of orders. 

2. In checkout select Atlanta Clinic Pickup for the shipping method.

3. When your order is ready, you will receive a pickup notification via email. Your order will be held for seven days. If your order isn’t picked up after seven days, we’ll cancel the order and issue a refund to your original form of payment. You can extend your pickup window by 1 day by giving us a call. 

Acupuncture Atlanta utilizes technologies including Transport Layer Security (TLS) and database encryption to ensure the privacy of your personal information. When you make an online purchase, our advanced security technology uses strong secure protocols to send your personal data to us, making it practically impossible for someone to intercept and extract that data.

To further protect your information, we utilize state of the art back-end systems and restrict employee access to your information. While we are confident ordering online is safe and secure, if for any reason you cannot access the secure server or feel uncomfortable ordering online, please feel free to place your order with us by phone at 1-866-910-1567. No method of transmission over the Internet, or method of electronic storage, is 100% secure however. Therefore, we cannot guarantee its absolute security. If you have any questions about security on our Web site, you can contact us at cs@acuatlanta.net.

To unsubscribe from our promotional emails, simply scroll to the bottom of the email you received and click "Unsubscribe" in the footer.

You will still get transactional emails for your account info, lost passwords, order confirmation, tracking info and customer service questions.

In addition to making crucial products available, we're committed to offering them at the same low prices you've come to expect from us. We have always believed that Chinese herbs and supplements should be affordable and available to as many people as possible, and that mission is even more important today.

Please check back often for new updates to this information. We wish health and happiness to you and your family!