Shipping Policy

Shipping Policy
Biomat Canada and Richway & Fuji Bio Inc.

Updated 2023-12-03

Biomat Canada Shipping Policy

Contact Information for Richway Shipping and Biomat Canada

For any shipping-related inquiries, assistance, or to make changes to your shipping details, you can easily reach out to:

Biomat Canada Customer Support

Email: [email protected]
Phone: 1-855-3-BIOMAT | 1-855-324-6628
Website: Biomat.ca

Richway Shipping Support:

Email: [email protected]
Phone: 1-855-338-6410 | 808-589-2800
Website: Richway & Fuji Bio Inc.

Feel free to contact us for personalized support and information regarding your shipping needs.

Independent Sales Associate Order Processing and Fulfillment

As an Independent Sales Associate of Richway, Biomat Canada (Richway ID: 121211-002-0001) manages your orders with Richway. Our responsibility includes ensuring that your orders are processed quickly and accurately. Richway and Fuji Bio Inc. is responsible for the shipping, fulfillment, and product liability. This collaboration ensures an efficient process from the moment you place your order to its delivery by Richway.

Shipping Support Policy

Our policy outlines the shipping process to provide our customers with a transparent understanding of our order handling, timelines, and procedures for shipping modifications.

Order Submission: Orders placed with Biomat Canada are promptly submitted to Richway for processing.

Shipping Timeline: Richway dispatches in-stock products within a few business days. We keep customers informed of any delays. Regular orders are shipped Monday to Thursday, while expedited orders have the option to ship on Friday. Delivery for regular orders typically takes 7-14 business days, and expedited orders generally take 3-5 business days.

Shipping Notification: Customers receive a UPS shipping notification with tracking details.

Changes to Shipping: Any modifications to shipping arrangements must be directed to Richway at [email protected] or by calling Toll-Free Phone: 1-855-338-6410 | 808-589-2800. Changes cannot be initiated directly by the customer or Biomat Canada.

Our Role in Assisting with Shipping Inquiries

Assistance with Tracking and Updates: If a customer does not receive a tracking number or requires updates on their shipment, we will assist in obtaining this information from Richway.

Support with Shipping Changes: We can help communicate with Richway for any necessary changes or updates to shipping details.

Expectations and Richway Shipping Policy Adherence

Adherence to Policy: We ensure compliance with Richway’s established shipping procedures.

Customer Expectation Management: We inform customers about Richway’s shipping policies, including delivery timelines and restrictions on shipping changes.

For a complete view of the shipping policy, please refer to the full document below or view this link: https://richwayandfujibio.com/down/Shipping-Policy.pdf

Richway & Fuji Bio Inc. Shipping Policy

Updated 2023-12-03 Rev 05

At Biomat Canada, we consistently strive to provide the most up-to-date and comprehensive policies from Richway on our website. However, please be aware that Richway may update their policies without prior notice. While we make every effort to keep our information current, we are not liable for any errors, omissions, or discrepancies that may occur due to updates by Richway.

As part of the terms of using our website, we encourage our customers to always refer to the most recent version of the shipping policy directly from Richway & Fuji Bio Inc. for the latest and most accurate information.

https://richwayandfujibio.com/down/Shipping-Policy.pdf (Revision 05)

General Information

Richway and its designated shipping carriers cannot guarantee the date and/or time of delivery due to the possibility of unforeseen circumstances. Any delivery dates provided by Richway and the shipping carrier are estimates only. For detailed information, see your country’s specific shipping guidelines below.

Due to a high rise in fraud and package theft, any changes to delivery must be done through Richway HQ. Our shipping carriers are restricted from accepting changes to shipments from the recipient or other third parties. They will direct all recipients inquiring about a change to contact us directly. Please call during our normal business hours. See the “Change Your Shipping/Pickup Options” section below for more information.

Change Your Shipping/Pickup Options

Due to a high rise in fraud and package theft, any changes to deliveries must be done through Richway HQ. Our shipping carriers are restricted from accepting changes to shipments from the recipient or other third parties. They will direct all recipients inquiring about a change to contact us directly. Please call during our normal business hours.

You may change your shipping/pickup options if your order has not begun processing.

Contact us at 1-855-338-6410 OPTION 2 and by e-mail at [email protected] within 1 hour of placing your order (during normal business hours) if you would like to:

  • Change your shipping method (Standard or Expedited – US only).
  • Change your order from shipping to Hawaii office pick-up.
  • Change the shipping address.
  • Waive signature requirement.

Back Ordered Items

At Biomat Canada, we diligently monitor Richway’s stock notifications to stay informed about product availability. However, there may be instances when orders are placed for items that are unexpectedly back-ordered. In such situations, we commit to notifying our customers promptly via email regarding the status of their order and the anticipated restocking date.

We understand the importance of timely communication and will ensure that you are informed as soon as possible if any item in your order is out of stock. We will ship the items as soon as they become available, ensuring that your order is fulfilled at the earliest opportunity.

Damaged, Defective, Incorrect, or Missing Items

If your order is damaged or defective upon receipt, please keep the original packaging and notify Biomat Canada and Richway immediately, so a claim can be made to our shipping carrier. If your order is incorrect or missing items/components, you must notify us within 7 business days from the date of initial receipt. Please have your RI/order number or shipment tracking number ready upon claim request.

120 Volt and 220 Volt Items

Richway manufactures 120V and 220V of some items for orders placed both in the continental U.S. and internationally. 120V Biomats, Bio-belts, and Alkal-Life Water Ionizer Systems are compatible with 100V120V. 220V Biomats, Bio-belts, and Alkal-Life Water Ionizer Systems are compatible with 220V240V. The BioAcoustic Mat’s power adapter is a universal voltage with a US plug. An adapter will be necessary to use in other locations. In some cases, an adapter is necessary for the proper wall socket compatibility. (Richway does not provide the adapter).

Shipping Info by Region

Canada

Most items are shipped via DHL or UPS and require a signature for delivery. If you are not available on the first delivery attempt, shipment tracking information will indicate the shipment status and/or a note will be left with instructions on how to receive your order.

Richway’s shipping quote for Canada (indicated on the Price List) does not include import fees such as customs and duty tax, VAT, brokerage fees, or any other additional fees on any pickup/delivery charges. Import fees are the responsibility of the recipient and are due upon delivery to the recipient. Please check with your country’s Customs Department for estimates and more info regarding these fees.

Note: At this time, the Bio-belt and Alpha Max 3.5 cannot be shipped to Canada.

Standard orders – Canada

Estimated shipping time: Up to 7-14 business days (excludes unforeseen customs clearance delays, weekends, US/local holidays, and based on stock availability).

Orders for items that are in stock are usually dispatched up to 48 hours after credit card settlement, excluding weekends and US/local holidays.

Product Certificate Orders – Canada

Shipping time: Up to 30 business days (excludes unforeseen customs clearance delays, weekends, US/local holidays, and based on stock availability).

Missed deliveries – Canada

For Residential deliveries and where available, UPS or DHL may, in its sole and unlimited discretion, after the first delivery attempt, deliver the shipment to a DHL (1-855-345-7447) or UPS Access Point® location, where such shipment will be held for pickup. Requests for subsequent delivery attempts are subject to additional charges which will be assessed to the consignee. Call DHL (1-855-345-7447) or 1-800-742-5877 (1-800-PICK-UPS) for assistance with subsequent delivery attempts. If the shipment is not picked up by the allotted time stated on the tracking information, it will be returned to our warehouse. A re-ship fee will be assessed to re-ship the item(s).

For other shipments, at the discretion of UPS or DHL, if you are not available on the first delivery attempt, a note will be left with instructions on how to receive your order. A total of three attempts are made before it is returned to the warehouse. If the shipment is in transit back to our warehouse and you would still like to receive your order, you will have to pay the shipping fee for those items to re-ship.

Please contact 1-800-742-5877 (1-800-PICK-UPS) with your tracking number for more information regarding your specific shipment.

Refusal of delivery – Canada

If you refuse delivery of any order, you are responsible for the original shipping charges, any import fees that are incurred on the package, and the cost of returning the package to Richway. Upon receipt at our warehouse, you will receive a refund for the item. Any import fees and the cost of returning the package will be deducted from your item refund.

Incorrect delivery address – Canada

If the delivery address provided to Richway is incorrect and your order has shipped, there may be an address correction fee assessed by the shipping carrier to make any changes.

If an address error is not corrected before our shipping carrier makes its first delivery attempt, your order may be returned to Richway immediately thereafter. Re-ship fees will be assessed in these instances. Our shipping carrier does not hold packages for correction once they have attempted to deliver.

USA and International Shipping

Shipping Info by Region

United States

USA (UPS Shipments) Only

You may change some of your shipping/pickup options after your order has begun processing, but it may incur a fee (as listed below).

Contact us at 1-855-338-6410 OPTION 3 or by e-mail at [email protected] immediately if you would like to arrange the following after processing has started (during our normal business hours):

  • Change the shipping address within the same city/state. – $25 fee per item.
  • Change the shipping address to a different city/state. – Contact Richway for quote.
  • Designate an alternate date of delivery (within the allotted time frame provided by UPS) – $25 fee per item.
  • Hold for pick-up at UPS-designated Customer Center (max 5 business days). – Free of charge (must be picked up by deadline set by UPS).
  • Change the shipping address to a UPS Store Franchise other than the UPS-designated Customer Center. – Contact Richway for quote.

Most items are shipped from our Chicago, IL based warehouse facility, Arkman Logistics. Our warehouse facility is a “ship-out only” location and does not accept customer pickups or customer service inquiries.

Most items are shipped via UPS and require a signature for delivery. If you are not available on the first delivery attempt, shipment tracking information will indicate the shipment status and/or a note will be left with instructions on how to receive your order.

If you wish to waive the signature requirement, you must indicate this request on your order. Waiving the signature requirement releases all liability from Richway & Fuji Bio Inc. in the event your package is lost or stolen after delivery.

Once your order has shipped, we are not able to remove the signature requirement due to the nature of our shipping carrier’s policies.

Certain low-value, smaller-sized items may be shipped via USPS. Items shipped via USPS include, but are not limited to, brochures, flyers, and other printed materials.

Due to a high rise in fraud and package theft, any changes to delivery must be done through Richway HQ. UPS will direct all recipients inquiring about a change to contact us directly. Please call during our normal business hours.

Our warehouse does not ship on Fridays, Saturdays, or Sundays.

Standard Orders – United States

Any issues or changes which occur with the credit card, billing address, shipping address, placement, etc., may delay processing and shipping.

Shipping time: Up to 7-14 business days (excludes weekends, US/local holidays, and based on stock availability).

Expedited Orders – United States

Any issues or changes which occur with the credit card, billing address, shipping address, placement, etc., may delay processing and shipping.

Shipping time: Up to 3-5 business days (excludes weekends, US/local holidays, and based on stock availability).

Orders for items that are in stock are usually dispatched up to 24 hours after credit card settlement, excluding weekends and US/local holidays.

Product Certificate Orders – United States

Shipping time: Up to 30 business days (excludes weekends, US/local holidays, and based on stock availability).

Missed Deliveries – United States

UPS Access Point®: For Residential deliveries and where available, UPS may in its sole and unlimited discretion, after the first delivery attempt, deliver the shipment to a UPS Access Point® location, where such shipment will be held for pickup. Requests for subsequent delivery attempts are subject to additional charges which will be assessed to the consignee. Call 1-800-742-5877 (1-800-PICK-UPS) for assistance with subsequent delivery attempts. If the shipment is not picked up by the allotted time stated on the tracking information, it will be returned to our warehouse. A re-ship fee will be assessed to re-ship the item(s).

Additional Attempts: For other shipments, at the discretion of UPS, if you are not available on the first delivery attempt, a note will be left with instructions on how to receive your order. A total of three attempts are made before it is returned to the warehouse. If the shipment is in transit back to our warehouse and you would still like to receive your order, you will have to pay the shipping fee for those items to re-ship.

Refusal of Delivery – United States

If you refuse delivery of any order, you are responsible for the original shipping charges. Upon refusal, it will be returned to our warehouse. Please notify us upon refusal. Upon receipt at our warehouse, you will receive a refund for the item and tax (if applicable).

Incorrect Delivery Address – United States

If the delivery address provided to Richway is incorrect and your order has shipped, there may be an address correction fee assessed by the shipping carrier to make any changes. If an address error is not corrected before our shipping carrier makes its first delivery attempt, your order may be returned to Richway immediately thereafter. Re-ship fees will be assessed in these instances. Our shipping carrier does not hold packages for correction once they have attempted to deliver.

Multi-Item Shipping Discount – United States

Discount shipping rates are available when you purchase one (1) or more of select accessories. Please note that the accessories must be shipped to one (1) address to be eligible for the discounted shipping rate. Shipping discounts are not available for Alaska.

Alaska

All orders shipping to Alaska are charged an additional fee per item. Please see the Alaska Price List for shipping prices.

Hawaiian Islands

All orders being shipped to the Hawaiian Islands must include a 4.712% general excise tax.

Oahu – Richway Home Office Pickup

All orders being picked up at Richway’s home office in Honolulu Hawaii must include a 4.712% general excise tax. Please contact us at 1-855-338-6410 OPTION 2 before placing your order to check for availability of item(s) and to confirm a pickup date and time. Orders for items that are in stock are usually available for pickup within the same day of credit card settlement, excluding weekends and holidays.

Mainland China

Please contact us at +1 855-338-6410 OPTION 3 for a price quote.

CVC/CCC regulations in PR China require a maximum temperature of 140°F/60°C, so Biomats shipping to China will have a temperature range of 77°F/25°C – 140°F/60°C.

Note: At this time, the Alkal-Life 7000SL Water Ionizing Unit, Bio-belt, BioAcoustic Mat, Alpha Max 3.5, and Detoxi Salt cannot be shipped to China.

For China shipments, the quotes provided for most items include import fees such as customs/duty tax and VAT. Most items are shipped using local carriers within the region. Shipping carrier may vary depending on item type and location.

*Items that do not include customs/duty tax and VAT in the shipping quote are for smaller packages such as Biomat Accessories, Alkal-Life Accessories, and the Rejuvena and its accessories. Import fees for these items are the responsibility of the recipient and due upon delivery to the recipient. Please check with your country’s customs department for estimates or more info regarding these fees.

Standard orders – China

Shipping time: Up to 7-14 business days (excludes weekends, US/local holidays, and based on stock availability).

Orders for items that are in stock are usually dispatched up to 5-7 business days after credit card settlement excluding weekends and US/local holidays.

Product Certificate Orders – China

Shipping time: Up to 30 business days (excludes weekends, US/local holidays, and based on stock availability).

Missed deliveries – China

At the discretion of the shipping carrier, if you are not available to receive your delivery, your shipment may be returned. If the shipment is in transit back to our warehouse and you would still like to receive your order, you will have to pay the shipping fee for those items to re-ship.

All other All other international locations (excl. Canada, China)

Please contact us at 1-855-338-6410 for a price quote. Please have the destination address ready.

Most items are shipped via DHL and require a signature for delivery. If you are not available on the first delivery attempt, shipment tracking information will indicate the shipment status and/or a note will be left with instructions on how to receive your order.

For certain locations and items, an alternate carrier may be used.

Richway’s shipping quote does not include import fees such as customs and duty tax, VAT, brokerage fees, any other additional fees on any pickup/delivery charges. Import fees are the responsibility of the recipient and due upon delivery to the recipient. Please check with your country’s customs department for estimates or more info regarding these fees.

With respect to each item for which import fees have been calculated, you authorize Richway to designate a carrier to act as your agent with the relevant customs and tax authorities in the destination country, to clear your item, process and remit your actual import fees for such item. If you choose to designate an alternate carrier to act as your agent with the relevant customs and tax authorities in the destination country, to clear your item, process and remit your actual import fees for such item, Richway is no longer accountable for any issues that may arise.

Certain low-value, smaller-sized items may be shipped via USPS. Items shipped via USPS include, but are not limited to, brochures, flyers, and other printed materials.

Standard Orders – international locations (excl. Canada, China)

Shipping time: Up to 14-21 business days (excludes weekends, US/local holidays, and based on stock availability).

Orders for items that are in stock are usually dispatched up to one week after credit card settlement excluding weekends, US/local holidays, and based on stock availability.

Product Certificate Orders – international locations (excl. Canada, China)

Shipping time: Up to 30 business days (excludes unforeseen customs clearance delays, weekends, US/local holidays, and based on stock availability).

Missed Deliveries – international locations (excl. Canada, China)

At the discretion of the shipping carrier, if you are not available to receive your delivery, your shipment may be returned. If the shipment is in transit back to our warehouse and you would still like to receive your order, you will have to pay the shipping fee for those items to re-ship.

If you miss the deadline to plan for your missed shipment, you are responsible for the original shipping charges, any import fees that are incurred on the package, and the cost of returning the package to Richway. Upon receipt at our warehouse, you will receive a refund for the item. Any import fees and the cost of returning the package will be deducted from your item refund.

Incorrect Delivery Address – international locations (excl. Canada, China)

If the delivery address provided to Richway is incorrect and your order has shipped, there may be an address correction fee assessed by the shipping carrier to make any changes.

If an address error is not corrected before our shipping carrier makes its first delivery attempt, your order may be returned to Richway immediately thereafter. Re-ship fees will be assessed in these instances. Our shipping carrier does not hold packages for correction once they have attempted to deliver.

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