Top Questions

Before contacting us, please take a look through our HELP topics to see whether we can answer your question immediately. Just click on the appropriate topic below to read answers to our Frequently Asked Questions:

Help with Cookies
How does MixDirect.com use cookies?
How can I set my browser to accept cookies?

Order Status
Why has my order not shipped?
What does In Distribution Centre mean?
What does Shipped mean?
What does Waiting Verification mean?
What does Backordered mean?
What does Declined mean?
What does Returned mean?
What does Authorizing CC mean?

E-mail Confirmations
What happens after I place my order?
Why did I get two e-mails after I placed my order?

Returns
What do I do if I am not happy with my product?

Refunds
Why have I not been refunded yet?
How much is my refund?

Web Issues
I am having problems adding to my cart. What should I do?
There is a price discrepancy on the web. What should I do?

Cookies are small files placed on your hard drive that identify you and helps us make your online shopping experience easier. Protecting your privacy is extremely important to us. Use of the information stored in these cookies is fully in accordance of MixDirect.com's Privacy Policy.

How does MixDirect.com use cookies?
When looking up your order on line, there are different statuses that you will see. Here is a brief explanation of each status: Most cookies are "session cookies," meaning that they are automatically deleted from your hard drive once you log out or close your browser. MixDirect.com uses cookies on certain pages of the web site to:

· Allow you to sign in, hold items in your shopping cart and make purchases
· Allow you to track past & current orders
· Set your language preference
· Promote and enforce trust and safety
· Proceed through our online check-out

MixDirect.com does not permit third parties we work with to collect personal information about you through the use of cookies or web beacons.

How can I set my browser to accept cookies?
Click on the browser that you're using to see how to accept cookies:

Internet Explorer 6.0
Internet Explorer 5.0
Internet Explorer 4.0
Microsoft Internet Explorer 5.0 (Mac)
Microsoft Internet Explorer 4.0 (Mac)
Safari Version 1.2.4
Mozilla Firefox
Netscape Communicator 8.0
Netscape Communicator 6.0
Netscape Communicator 4.0

Accepting cookies in Internet Explorer 6.0
At the top of your browser on your Task Bar:

1. Choose Tools
2. Then Internet Options
3. Click the Privacy tab
4. The default setting is medium, which will allow you to accept cookies. To change this setting, move the slider to determine which setting you prefer. If your setting has been set to Custom, click the Advanced button and choose Accept Cookies
5. Close and re-open your browser.

Accepting cookies in Internet Explorer 5.0
At the top of your browser on your Task Bar:

1. Choose Tools
2. Then Internet Options
3. Click the Security tab
4. Click Internet, then Custom Level
5. Scroll down to Cookies and choose Enable
6. Close and re-open your browser.

Accepting cookies in Internet Explorer 4.0
At the top of your browser on your Task Bar:

1. Choose View
2. Then Internet Options
3. Click the Advanced tab
4. Scroll down to the yellow exclamation icon under security and choose the Enable Cookies option.
5. Close and re-open your browser.

Accepting cookies in Microsoft Internet Explorer 5.0 (Mac)
At the top of your browser on your Task Bar:

1. Open the Edit menu and choose Preferences
2. Click on the Receiving Files settings
3. Click on Cookies
4. From the When Receiving Cookies pull-down menu, select Never Ask or Ask For Each Site. If you click Ask for each site, you'll need to Accept each time you receive a cookie.
5. Close and re-open your browser.

Accepting cookies in Microsoft Internet Explorer 4.0 (Mac)
At the top of your browser on your Task Bar:

1. Open the Edit menu and choose Preferences
2. Click on the Receiving Files settings
3. Click on Cookies
4. From the When Receiving Cookies pull-down menu, select Never Ask or Ask For Each Site. If you click Ask for each site, you'll need to Accept each time you receive a cookie
5. Close and re-open your browser.

Accepting cookies in Safari Version 1.2.4

1. Click on the Safari tab on the menu bar
2. Choose Preferences
3. Select the Security tab in this new window
4. Make sure that Enable Javascript is enabled.
5. Close and re-open your browser.

Accepting cookies in Mozilla Firefox
At the top of your browser on your Task Bar:

1. Choose Tools
2. Then Internet Options
3. Click on Privacy
4. Click on Cookies
5. Enable "allow sites to set cookies"
6. Choose to keep cookies until they expire
7. Close and re-open your browser.

Accepting cookies in Netscape Communicator 8.0
At the top of your browser on your Task Bar:

1. Choose Tools
2. Then Internet Options
3. Click on Privacy
4. Click on Cookies
5. Enable "allow sites to set cookies"
6. Choose to keep cookies until they expire
7. Close and re-open your browser.

Accepting cookies in Netscape Communicator 6.0
At the top of your browser on your Task Bar:

1. Click Edit
2. Then Preferences
3. Click on Privacy and Security
4. Then Cookies
5. Select Enable
6. Close and re-open your browser.

Accepting cookies in Netscape Communicator 4.0
At the top of your browser on your Task Bar:

1. Click Edit
2. Then Preferences
3. Click on Advanced
4. Set your options in the box labeled Cookies
5. Close and re-open your browser.

Why has my order not shipped?
When looking up your order on line, there are different statuses that you will see. Here is a brief explanation of each status:

What does In Distribution Centre mean?
In Distribution Centre – This status indicates that your order information has dropped into the Distribution Centre where they are in the process of picking your order from the shelves, packaging it up in the appropriate way and shipping it off to you. When an order shows "In Distribution Centre," it is at a stage where it cannot be cancelled.

What does Waiting Verification mean?
Waiting Verification – This indicates that your order is going through our Credit Card verification process. This is done for Credit Card protection. Once your Credit card information is verified, your order can then go to "In Distribution Centre" status so that the Distribution Centre can begin processing your order.

What does Backordered mean?
Backordered – This indicates that your order is unable to ship due to the fact that inventory has not yet been received in our Distribution Centre. Please contact the Customer Care Centre at 1-866-600-9246 for an explanation as to why your order is in Backorder status.

What does Declined mean?
Declined - This indicates that your credit card has declined. Someone from our accounting department will attempt to contact you to obtain another credit card number prior to canceling your order.

What does Authorizing CC mean?
Authorizing CC - This indicates that your order was placed that day and it is waiting for our day-end processing to occur to authorize your credit card. When your order is in this status, you may call our Customer Care Centre to modify your order (i.e. add or delete products, cancel your order, change shipping method or method of payment, etc.)

What does Returned mean?
Returned This can mean one of three things. It can mean that an item has been received by our Distribution Centre and refunded. It can also mean that a credit has been issued on your account. Lastly, it can mean that an exchange has been sent out for you. If you are unsure why your order would say Returned, please contact our Customer Care Centre at 1-866-600-9246. If you would like more information on returns and refunds, please click here.

What does Shipped mean?
Shipped - This indicates that your order has left our Distribution Centre and is now in the hands of either Canada Post or Courier. The estimated shipping time frames are as follows:

Canada Post: Allow 4 to 6 weeks.
Courier: Allow 6 to 10 business days.

Please note that we cannot guarantee delivery dates as our estimates are dependent on our carriers' delivery service.

What happens after I place my order?
Why did I get two e-mails after I placed my order?
After you place your order, you will receive an e-mail order confirmation which will include your order number. Please note that your e-mail address must be on file with us. We encourage you to save or print your e-mail order confirmation for your records. Another order confirmation e-mail will be sent once the item is shipped from our Distribution Centre.

The original e-mail indicates that we have received your order and we will soon start processing it. It does not indicate that your order has been shipped. You will receive a second e-mail to notify you when your package will be shipped as well as the approximate shipping time frames.

What do I do if I am not happy with my product?
If, for any reason, you are not satisfied with your purchase you can return it to us within 30 days for a full refund less shipping & handling. We ask only that you return the product in the same condition and with the same packaging in which you received it. Health and beauty products are subject to reasonable trial.

Simply complete the back of your order summary and return the item to MixDirect using the labels provided at the bottom left of your order summary. You are responsible for any costs incurred to return an item to us.

For your protection, when returning your purchase, please use an insurable method of delivery. It takes an average of seven business days from the day we receive the returned item to credit your account. You will receive an e-mail once the item has been credited by our Distribution Centre. Please note that your e-mail address must be on file with us.

Why have I not been refunded yet?
To determine whether your package has been received at our Distribution Centre or not, use the Waybill number for packages returned by Courier or the Proof of Delivery number for packages returned by Canada Post to track your package. Click on the appropriate link below and insert the number provided by your courier. Please note: The Waybill number or Proof of Delivery number is only provided for packages that are insured.

How much is my refund?
If you are unsure how much your refund amount should be or if there is an error in the refund amount, please contact our Customer Care Centre at 1-866-600-9246 and a Representative will be happy to help you out.

There is a price discrepancy on the web. What should I do?
If there is a price discrepancy within the web or between what is shown on air and the web, please contact our Customer Care Centre at 1-866-600-9246 immediately so that they can adjust your order to reflect the correct price of the item.

Please let the Customer Care Representative know that there is a price discrepancy on the web so that they can pass this information on to a Supervisor. This information will then be forwarded to our IT department to correct the problem.

I am having problems adding to my cart. What should I do?
If you are having problems adding to your cart, please contact our Customer Care Centre at 1-866-600-9246 so that they can place your order for you. Please let the Customer Care Representative know that you had an issue with the web so that they can pass that information on to a Supervisor. This information will then be forwarded to our IT department.

Still have a question? Contact our Customer Care Centre at info@MixDirect.com.