CUSTOMER SUPPORT

support@man-xl.com


  Top Questions


  Shipping   Returns   Privacy and Security
  Ordering   Billing   Affiliate Program?

 

Shipping

  • When will my order arrive?

    • Credit Card orders (rush delivery) ship within 2-3 business days. Credit Card orders (free delivery) ship within 2-3 weeks.. E-Check orders ship after the check has cleared, usually, 5 business days.

    International order delivery time is dependent on your location (most international orders will arrive within two weeks). If you provided a valid email address, you will receive a tracking number from us via e-mail once your order has shipped. To track your order, simply logon to     www.usps.com. Orders placed after 2:00 PM Eastern time and on weekends will be processed on the following business day.

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  • Who will deliver my package?

    • All of our orders are shipped via USPS Priority Mail or USPS Express Mail.

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  • Product was received damaged

    • If your order was received damaged, please contact our customer service department immediately and we will be more than happy to assist you with the problem.

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  • Order was never received even though it showed delivered by USPS

    • If for any reason you never received your order even though it showed Delivery Confirmed by the USPS tracking number, please contact your local post office first with this tracking information. The post office will assist you in locating this order.

    If you have contacted you local post office and still failed to locate your order, please contact our customer service department immediately as we will be more than happy to assist you with the problem.

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    Returns

  • How do I return a product?

    • It is our sincere hope that you will be 100% satisfied with your purchase. Please note that with some of our products it may take some time to achieve the desired results. We love receiving feedback from our satisfied customers about how our products have helped them.

    We believe in complete customer satisfaction. This is reflected in our 100% Customer Satisfaction Policy. If you should decide within 30 days upon receipt that the product has not performed to your satisfaction, we will be happy to issue a full refund of the product price (less shipping & handling) upon receipt of your returned unused portion of your order. No returns will be accepted if post marked later than 30 days following the receipt of your shipment.

    Please note: This return policy does not apply to trial orders and membership subscriptions. Please see membership cancellation below.

    The customer is responsible for both outbound and return shipping and handling expenses. This means that customers requesting returns within 30 days of receipt of their order will be issued a full refund of the product cost only. This policy also refers to customers who refuse a product shipment - the customer will not be refunded for any outbound shipping charges.

    Please retain your original email confirmation of your order and your packing slip so this information can be used to expedite your refund in the event of a return. If you should return your order, please obtain a RA number by contacting our Customer Service Department at     support@man-xl.com.

    Please return the unused portion of your order to:

    Elite/KMA
    Attn: Returns
    1072 E. Newport Center Drive
    Suite A
    Deerfield Beach, FL 33442

    Make sure to write your RA NUMBER either on the address label or somewhere on the box. Please include your packing slip when you return the merchandise so we can better locate your order in our system. Again, no returns will be accepted if post marked later than 30 days following the receipt of you shipment.

    Please allow up to 15 business days to process your return from date of receipt by our Customer Service Department. In most cases your refund will be posted to your account within 3 to 5 business days; however this does vary depending on your bank.

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  • How do I request an RA number?

    • Before you can return your product you will need to request a Return Merchandise Authorization (RA) number.

    To request your RA number, contact a customer service representative at     support@man-xl.com. Please be ready to provide the name on the order, the method of payment (i.e. credit card, check, etc.) and the order Number or date of order.

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  • Where's my refund?

    • Please allow up to 15 business days to process your return from date of receipt by our Customer Service Department. Upon issuing a refund this information will be passed on to your banking institution. In most cases your refund will post to your account within 3 to 5 business days; however YOUR bank can take anywhere from 3 - 20 business days to apply your credit.

    The customer's bank has to post our credit in the billing cycle in which it was received, hence the number of days it takes for the credit to post to the customer's account is determined by how quickly the customer's bank posts our refund.

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  • Is the product guaranteed?

    • It is our sincere hope that you will be 100% satisfied with your purchase. Please note that with some of our products it may take some time to achieve the desired results. We love receiving feedback from our satisfied customers about how our products have helped them. If you have any questions about the recommended use or performance of a product, please contact our customer service representative.

    We support the products offered through our website with a 30 day money back guarantee. We are confident you will love our products, but if you are unhappy with your purchase for any reason you may return it to us within 30 days for a full refund of the product price (less shipping and handling). The customer will not be refunded for any outbound shipping charges.

    Please note: This return policy does not apply to trial orders or membership subscriptions. No refunds are given for membership orders once the order has shipped. You must cancel membership orders prior to shipment. You can cancel future shipments at any time.

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    Privacy and Security

  • Information We Collect

    • We collect and store information that you voluntarily provide to us when you purchase a product, respond to a survey, and sign up for a promotion or enter a contest sponsored by the Site. When you purchase a product, you provide your name, mailing address, email address, telephone number and credit card information in order to complete the transaction.

    When you access our website, our web server automatically collects and stores your IP Address, the date and time you accessed our website, and the Internet address of the website that linked you to our website.

    we use cookies to collect and store information. Cookies are small files that your web browser places on your hard drive for record keeping purposes. Cookies permit the Site to identify you and to recall your email address (as well as any other information that you voluntarily provide) from the Site's database.

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  • How We Use Your Information

    • The Company uses the information it collects from you in a variety of ways including to process your purchase transaction, to improve the content of our webite to address your preferences and to attract new users, to track user trends and patterns on the Internet so that we may inform users about products and services that may be of interest to them and, in some instances, to properly credit third parties that have referred you to the Site. Stored information is also used to pre-populate information fields for purchases or promotions.

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  • How We Protect Your Information

    • To prevent unauthorized access, maintain data accuracy and ensure the correct use of personal information, the Company uses appropriate industry standard procedures to safeguard the confidentiality of personal information including the use of firewall, encryption, token authentication, application proxies, monitoring technology and adaptive analysis of network traffic to track abuse of our network and its data. All transmissions of information are through secure computer servers, which also run authentication and Secure Sockets Layer ("SSL") 128-bit software data encryption software to encrypt all personal information including your name, address and credit card number so that it cannot be read as the information travels over the Internet..

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  • Children's Privacy Statement

    • In general, the Site does not direct its activities or market products appropriate for children under the age of 13. It is the policy of the Company to refrain from knowingly collecting personally identifiable information from children age 12 or under.

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  • Questions About Privacy

    • If you have any questions about our privacy, please email us at     support@elitegroup.biz

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    Ordering

  • Payment Methods We Accept

    • We accept Visa, MasterCard and Discover.

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  • Why do you require a credit card for free trial?

    • We do offer a free trial sample, but there is a charge for shipping and handling and for subsequent shipments if you do not cancel your subscription.

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  • What if I don't have a credit card?

    • We sincerely do apologize as we cannot accept checks or money orders for trial orders at this time. However, you may order a full supply of the product by following the instructions below.

    You can place an order (again no trial orders will be accepted) using a check or money order. You can do this online or by mail or fax. There is a mail and fax order form available on the website order page which you can print out.

    Please send the order form with your check or money order to:

    Elite/KMA Nutrition
    Attention: Order Dept
    1072 E. Newport Center Drive
    Suite A
    Deerfield Beach, FL 33442

    * Please note that checks will take 5 - 7 business days after receipt to clear before shipping.

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  • Is this site secure?

    • Yes, we guarantee that every transaction you make with us will be safe. This means you pay nothing if unauthorized charges are made to your credit card as a result of shopping online with MXL. Our shopping cart protects you while you shop with us and is Verisign secure. We provide a safe and Secure Sockets Layer (SSL) 128-bit encrypted order form for your shopping needs. Your card number will be transmitted directly to the banking network for authorization. The geographic location of your computer has been determined and recorded. Credit card fraud is a felony punishable by heavy fines and imprisonment.

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  • Do you accept international orders?

    • You can place international orders by selecting PayPal as a payment method on the order page.

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  • I want to add to my order

    • Sorry, once an order is submitted we cannot edit the quantity. Please place another order.

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  • I want to combine two orders

    • Sorry, orders cannot be combined at this time. All orders will be shipped individually.

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    Billing

  • How do I cancel my enrollment in the Membership Program?

    • Please go to:     www.ask-kma.com and follow the instructions to cancel your membership. No refunds are given for membership orders once the order has shipped. You must cancel membership orders prior to shipment. You can cancel future shipments at any time.

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  • How was I enrolled in the auto-ship program?

    • At the time you placed your free trial order you were informed that you were signing up for the MXL Membership Program. This information was clearly stated in the Terms and Conditions to which you had to agree to on the check-out order page letting you know that the offer is for a free trial product, and after the completion of your free trial, you will be billed for the membership program. There is no obligation to continue the membership program and you can cancel the membership anytime during the trial period, to avoid any additional shipments or payments.

    It should be noted that cancellation does NOT stop a shipment that has gone out prior to your cancellation.

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  • Why have I been charged when I haven't received my order yet?

    • We charge your credit card at the same time your order is shipped. Most orders will arrive within 5 - 9 business days from your initial order date. We allow 2 - 4 days to process your order, and additional 3 - 5 days for the carrier to deliver to your home in the U.S with USPS Priority Mail.

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  • What name will charges appear as on my credit card or bank statement?

    • Credit card or E-Check charges will appears as "Elite Group" or KMA Nutrition"

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    These statements have not been evaluated by the Food & Drug Administration.
    This product is not intended to diagnose, treat, cure or prevent any disease. Individual results may vary.

    Questions, comments or suggestions? Please email to us!