Help & FAQ

We’d love to hear from you

If you’d like to reach out to us for any reason, our courteous and knowledgeable staff is waiting to hear from you! Whether you have a question about a product or need help with your order, feel free to chat, call or email us.

Chat With Us

We typically reply in a few minutes during normal business hours.

Call Us

Customer Service:
(800) 266-2323
(toll free)

Hours of operation:
Mon-Fri 7am-7pm MST
Sat 8am-6pm MST
Email Us

If you have a question or comment, click the button below to send an an email tour customer support team.

Write Us

Send correspondence to:

Hi-Health
Attn: Customer Service
15207 N. 75th Street
Suite 104
Scottsdale, AZ 85260

Hi Health Mobile Tour

Frequently Asked Questions
Website Help
I have a coupon code. How do I use it?

When you checkout with products added to your cart, you can add your discount code during the checkout process and then click “Apply”. Your discount will be reflected above your grand total.

I have a specific goal in mind. How can I easily find what I need?

There are many options available to help you find a variety of products for different health needs.

Search Bar: To find specific products, simply enter your search query or product name into the search bar of our site and let us do the hunting for you! If you’re on a mobile device, you may also have the option to use the voice dictation feature and simply speak your query into the search bar provided.

Categories: If you have a goal in mind, but need help finding supportive products, try browsing by category. Each category is set up to reflect different health goals – weight management, sports nutrition, eye nutrition, etc.—to help you find products to support your health. Each category also features helpful tips displayed before the product selection to help guide you in your search and highlight certain ingredients or product recommendations.

Conditions: Within each of our categories, you can shop by condition to help narrow your search by interest. For example, fitness supplements can be found in Sports Nutrition, and if you refine your search by condition, you can find fitness supplements that support “Body Building.”

Chat: Would you prefer to receive one-on-one support or recommendations? Our desktop site features a helpful “Live Chat” option, so you can chat with a nutrition counselor about questions or product recommendations prior to your purchase.

I’m shopping on mobile. How can I easily find what I need?

Mobile users may have additional helpful features available to make shopping online even easier! Check out these mobile-friendly features:

Voice Dictation: Save time and use the voice dictation feature to find what you’re looking for without having to type! Simply tap the microphone icon next to the search bar and tell us your inquiry. Then, click “Search”.

Credit Card Scan: iPhone users can take advantage of credit card scan at checkout. On the payment information screen, tap the credit card number field and select the credit card scan feature on your phone. Snap a picture of your credit card to capture your data and autofill that information.

Placing an Order
Contacting Sales - I have a question before I place an order. How do I reach your Sales Department?

For pre-sales customer support, please call us toll-free at (800) 266-2323, email us at customerservice@hihealth.com or with chat.

Mail Orders - I want to mail in my order with a check. How do I do that?

Browse the website to make your selection or you may contact us at (800) 266-2323 and we will assist you with your order.

Make checks payable to:
Hi-Health
ATTN: MAIL ORDER
15207 N. 75th Street, Suite 104
Scottsdale, AZ 85260

Phone Orders - I want to place my order over the phone. How do I do that?

Simply go to our website, shop the items you would like to purchase, then call us at (800) 266-2323 while having your credit card available to speak with a representative. We will gladly place the order for you.

Sales Tax - Do you charge sales tax?

All Arizona customers are subject to sales tax.

Posting Your Credit - When does credit for my return appear on my credit card statement?

It takes a minimum of 30 days from the time your returned items have reached our warehouse, in good and re-sellable condition, for your credit to appear on your credit card statement. If it has been over 45 days since you shipped your return and your credit card company does not show a credit, please contact Customer Service at (800) 266-2323 with your order number.

Privacy Policy - I don't need anymore Spam. What is your Privacy Policy?

We here at Hi-Health believe that trust is an important component of the service we provide to our customers. To ensure that we earn and keep that trust, Hi-Health makes every effort to protect your privacy and the confidentiality of your personal information. This Privacy Policy describes the steps we take to make sure that when you use Hi-Health, you can focus on finding healthy nutrition products in a safe, worry-free environment.

Security
Our site has security measures in place to protect the loss, misuse and alteration of the information under our control. Critical financial information is not stored on a public server nor maintained on the computer with which the order was placed. All transactions are conducted using state-of-the-art SSL encryption.

IP Address Logging
Hi-Health may log an IP address (your unique Internet address) for security purposes. IP addresses are logged only after a purchase is made. This information is maintained in the event a stolen credit card is used to make a fraudulent purchase. We will then provide this information to the appropriate law enforcement agencies, such as the FBI Internet Fraud Division in hopes of catching and prosecuting the thief. This means that an IP address will be logged only if a purchase is made and only for the security of the Credit Card holder and recovery of lost or stolen merchandise.

User Information
The use of certain Hi-Health features requires that you supply personal information like your name and email address. At your direction, we may use this information to send you our email newsletter. This information may also be used to contact you when necessary. You may opt-out of receiving future mailings at any time by clicking on the link at the bottom of the email.

Sharing Information
Unless you give explicit permission, Hi-Health has a strict policy against sharing or selling your personal information (such as your email address or mailing address), except when we believe in good faith that the law requires it, or to protect the rights or property of Hi-Health, or our users.

Read our full privacy policy.

Order Confirmations - What happens after I place my order?

Once your order is placed, you should immediately receive an email confirming that we have received and processed your order. The message will contain the details of your order including the order number, total amount charged to your credit card including shipping. Once your order is shipped, you will then receive a shipping confirmation with tracking number via email, as well, usually within three (3) business days. If you did not get your email confirmation, please see FAQ about Failed Confirmation below.

Your Satisfaction is Guaranteed - I have never bought on the Internet before. Do you have some kind of guarantee?

All of our products come with an unconditional 30-day money back guarantee.

Shipping
Order Shipment Pending - When I go to Order Tracking and enter my information, why does it say "Pending"?

"Pending" means a UPS, FedEx or USPS Priority Mail tracking number is not yet available. It can take up to 24-48 hours for this information to appear after shipping.

Shipping Costs - How much does shipping cost?

Please review our Shipping and Handling Information page.

Shipping 2nd Day Delivery - I placed my order on a Wednesday and chose 2nd Day Delivery, but my order did not arrive on Saturday. Can I get a refund on shipping?

When you choose 2nd Day delivery the day you place your order does not count as a shipping day. So if you placed your order on a Wednesday, your package (if it is in stock) will be delivered the following Monday. Saturday and Sunday do not count as delivery days. We may use a private carrier or other means to get it to you as promised. There are no refunds. No exceptions.

Shipping Next Day Air or Red Label Overnight - I placed my order and chose Next Day Delivery, but my order arrived 2 days later. Can I get a refund on shipping?

When you choose Next Day or Overnight delivery the day you place your order does not count as a shipping day. So if you placed your order today, before 5 p.m. East Coast Time, for Overnight Delivery your package (if it is in stock) will be delivered the day after tomorrow. Of course, Saturday and Sunday do not count as delivery days. If you placed an order for Next Day service on a Friday, before 5 p.m. East Coast Time, it would ship on Monday and arrive on Tuesday. If you select overnight service, we may use a private carrier or other means to get it to you as promised. There are no refunds. No exceptions.

Shipping to Other Countries - I live in Canada and would like to place an order. How can I?

Canada is subject to additional shipping charges. Please contact us at (800) 266-2323.

Tracking Shipment - How do I track shipping of my order?

For those items that ship via FedEx, UPS or USPS Priority Mail, you will be emailed your tracking number. You may also track your shipping through our web site, in your account's Order History. Clicking on the confirmation number will take you directly to that carrier’s site for further delivery information.

Warehouse Locations - Where will my order ship from, and how long will it take to arrive?

We ship from several warehouse distribution centers across the country. Once your order is placed we determine where your products are located in our system and ship from the closest location. Because of our huge distribution network the average transit time for most orders is usually Three (3) business days. Also, orders with multiple items may ship from different warehouses so your products may arrive on different days.

Troubleshooting Your Order
Canceling an Order - Can I cancel an order?

Just call us (800) 266-2323 to check and see if your order has been shipped, if the package has not left our warehouse, we will cancel the order at no additional charge. In the event the package has shipped, it will be the responsibility of the purchaser to send back the order and pay for return shipping.

Damaged Freight - My order arrived damaged. Now what do I do?

If your order packaging appears damaged upon arrival or has been opened and then taped shut, do not accept delivery! If you are not there to sign for your package, and UPS or FedEx has left you a damaged box, you must call UPS at (800) 742-5877, or FedEx at (800) 463-3339 immediately, and tell them the driver left a damaged or previously opened package and that you wish to refuse it. UPS and/or FedEx must pickup the package and return it to us automatically, at their expense. You have 48 hours (two business days) in which to notify us your order arrived damaged. After 48 hours (two business days) we will not accept any claims that your order arrived damaged. Damaged orders will be exchanged for the same product only. We cannot cancel orders because they may have arrived damaged - no exceptions.

Exchanging Products - I need to Exchange a product. How do I do that?

If you are within 30 days from the purchase date, simply contact Customer Service at (800) 266-2323, and one of our representatives will assist you with the exchange.

Failed Confirmation - I just placed an order online but I never received a confirmation receipt. Why?

Either you mistyped your email address on the order form or you failed to add Hihealth.com to your approved email domain list. Please add the domain Hihealth.com to your spam-filtering agent so that we can send you a copy of your order. For EarthLink and other users that require the sender (that would be us) to respond to a link and type in the 'code' before the email is passed through, sorry we can no longer respond to these requests. So be sure you add the domain Hihealth.com to your approved email list!

Returning Products - I need to return a product. How do I do that?

All products come with an unconditional 30-day money back guarantee. Please contact Customer Service at (800) 266-2323 to arrange your return.

Optim® Rewards
What are the membership levels?

Membership levels are based on the total points you earn in a year starting when you enter the Optim® Rewards Program. See additional details about Optim® Rewards.

How do I know how many points I have earned and if I have any rewards?

You can check your account points and rewards in the Optim® Rewards Account Manager at www.hihealth.com. Our nutrition counselors can check your account for you in the store or on the phone. If you are purchasing online, your available rewards will display during the checkout process.

How long does it take to receive points for my purchases?

Points are credited to your rewards account immediately after your online purchase.

How do I redeem my points?

Rewards can be applied to your purchase by our nutrition counselors for phone orders. They will look up your account by your email address and check for available rewards during checkout and you can decide to use them or not. If you choose to use rewards, the dollar amount will be deducted from your purchase and the available rewards in your account. If you are purchasing online, your available rewards will display during the checkout process and you can select the reward amount to be applied to your order.

What happens if I am already a VIP Rewards Member?

Optim® Rewards will replace the current Living Healthy Rewards. All current customers will automatically be enrolled in Optim® Rewards.

Do I earn points when I redeem my rewards?

Yes, you will earn points for the dollar amount that was paid after using the reward. Purchases paid for entirely with rewards will not earn points. Purchases paid with partial rewards will earn points on the part of the order that was paid for with cash or credit.

Do I earn points when I purchase gift cards?

Unfortunately, no. However, the recipient of your gift card will earn points when he/she redeems it.

Can I use my rewards on auto-ship purchases?

Yes, you can use rewards on the first auto-ship order.

Can I use my rewards on purchases of Hi-Health products on Amazon.com?

Optim® Rewards can only be redeemed when purchasing on the Hi-Health website or over the phone.

Do my points and rewards expire?

Reward points expire 1 year (365 days) on a rolling basis from the date you earned them.

Is there a maximum reward amount I can earn per year?

There are no maximum levels on rewards.

Miscellaneous
Newsletter Opt-Out - I no longer wish to receive your company newsletter. What do I do?

At any time, you have the ability to opt-out of receiving communications from Hi-Health. A link is provided on the bottom of each Newsletter, just follow the unsubscribe link.