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When will your order arrive and what are your ship methods? See below the approximate times for delivery of your order, depending on which service you select…
Canada
Standard Shipping — 7-10 Business Days
Courier — 3-5 Business Days
U.S.
Express Post USA — 2-3 Business Days
Expedite Parcel USA — 4-8 Business Days
Our Multi-Pay plan allows you to spread your payment over several monthly installments.
When available/applicable, you'll be presented with the number of Multi-Pay installments offered on an item at checkout.
With Multi Pay…
1. All installment payments are interest free.
2. First installment is charged on shipment. Equal payments are charged in 30-day intervals after the date of purchase.
3. Multi-Pay options are offered during order checkout.
4. Shipping and taxes are added to the first installment.
How does the billing work?
The 5-Factor Diet Online is just $4 a week, billed every 91 days (applicable taxes not included). You may cancel your membership at any time by calling our customer care team, toll-free at 1-866-510-8226 from 9am-5pm ET, Monday through Friday. If you cancel, billing will stop immediately and no further charges will be billed to you. You will continue to have access to your account for the remainder of your term.
What if I have more questions?
You can email support@5factor.com or call our customer care line at 1-866-510-8226 M-F, 9am-5pm ET.
How do I track my order?
On the 5factor.com homepage, in the top right hand corner there is an "Order Tracking" link. Click on that link and you will be prompted to enter your username and password. Once signed in, you'll be asked to enter your order number in the field. Once entered, it will let you know the status of your order.
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 1-866-510-8226 M-F 9am-5pm ET 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?
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 1-866-510-8226 M-F, 9am-5pm ET.
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, Express Post USA or Courier. The estimated shipping time frames are as follows:
Canada
Standard Shipping — 7-10 Business Days
Courier — 3-5 Business Days
U.S.
Express Post USA — 2-3 Business Days
Expedite Parcel USA — 4-8 Business Days
Email Confirmations
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 if I haven't ordered a product, just a membership?
You will still receive an order confirmation email notifying you that we've received your request to join our online program and that we'll be billing your credit for your first 90 days.
Do I have to wait for my confirmation email to start my program?
No, you don't have to wait to start your online program. You can take advantage of all the benefits of your membership immediately, including your customized meal plan, hundreds of 5-Factor recipes and more.
How do you return a 5-Factor 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. Returns received after 30 days may not be processed and will be returned at your cost.
For your protection, when returning your purchase, please use an insurable method of delivery. It takes an average of seven to ten 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.
About Your Return
For U.S. orders:
Return Instructions
Step 1 - Affix Returns Bar Code Label
Your Invoice has a return label that helps us identify your order - affix it to the center of your return package. If using the original packaging, please remove your original “Ship To” Address information first.
Step 2. Repackage with Invoice
Repack the item(s) you are returning to us in the original packaging and include the original (or a photocopy) Invoice. If there are several items on your Invoice please highlight the item(s) you are returning. If your return contains items from more than one order, please enclose each Invoice.
Step 3. Complete Name and Address and Affix Appropriate Postage
Put your name and address on the upper left corner of your return package. Affix the appropriate postage to your package and make sure that it is insured properly. Ensure you ask your carrier for a tracking number for any follow up shipping information. Without this tracking number you cannot track your parcel.
Where do You Ship To?
We do not accept in person returns. All U.S. returns must be shipped to:
5Factor, Attn: Returns Processing, 25801 Northline Commerce Drive, Suite 100, Taylor Michigan 48180
For Canadian orders:
Simply complete the back of your order summary and return the item to 5-Factor 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. If returning an item within Canada, send item to:
P.O. Box 3500
Mississauga, ON
Canada L5T 2Z2
Refunds
Please allow 15 business days from the date you ship the package back to 5Factor for us to receive the package and complete the returns process.
Full credit will only apply to those items that are returned with all parts, documents and warranties as originally shipped. Refunds will be made by the same method used for your purchase.
You can check your account by logging in on 5factor.com or by contacting us directly at 1-866-510-8226 M-F 9am-5pm ET.
** Note: There are specific offers that come with a 5 week money back guarantee. Unless stipulated that this is the case, all 5-Factor items purchased come with a 30 Day Money-Back Guarantee.
Your order history keeps track of both purchases at our 5factor.com store in addition to your membership to the 5factor.com. For more information on how to track an order, see Order Tracking info above.
How do I renew my membership?
After each 91 days cycle, your membership is automatically renewed for the next 91 days. There is no need to contact us to renew.
How do I cancel my membership?
You may cancel your membership at anytime by contacting our Customer Care Centre at 1-866-510-8226 M-F 9am-5pm ET. If you cancel, billing will stop immediately and no further charges will be billed to you. You will continue to have access to your account for the remainder of your term.
Web Issues
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 1-866-510-8226 M-F 9am-5pm ET 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.
I forgot my e-mail
If you forgot the e-mail address you subscribed with, please contact customer service, and we can help recover the e-mail address you used. For security reasons, we may have to ask for your other account details.
I forgot my password
No problem. Visit "Forgot Your Password" and enter the e-mail address you subscribed with. We will e-mail your password to you shortly. Please note that passwords are case-sensitive. Make sure that caps-lock isn't turned on. Try typing your password again - it's easy to make mistakes.
It still doesn't work
Still can't login? First, make sure your computer is online. Second, try closing out of all open web browsers, come back, and try again. Third, contact us, and we can try to help.
I found an error or typo
Contact us and we can look into any technical glitches or go fix that stray comma or misspelled word.
How can I contact you?
Visit Contact Us for all the details.
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