Frequently Asked Questions – Alphay USA

Ordering

Subscription Orders

Shipping

Returns/Cancellations 

Product

 

Ordering

 How do I place an order?

Place your orders online at www.alphayusa.com 24/7, or by phone at 980-206-8300. M-F, 11am-5pm Eastern. 

Do I need an account to place an order?

An account is not required to place an order. Just add the items to your cart and follow the checkout prompts. You will have the option to continue as a Guest or create an account during the checkout process.

What is the benefit of creating an account?

Accounts are a convenient way to track your purchases and easily manage your subscriptions.  

Can I cancel or edit an order?

You can cancel or edit orders that have not yet started the shipping process. Please reach out to our Support Team at 980-206-8300 during business hours and we will do our best to assist you. 

What payment methods do you accept?

Visa, Mastercard, Discover, American Express, Paypal, Apple Pay and Google Pay.

Why did my credit card payment fail?

The system will notify you when a payment fails to process. Most times, it is for common reasons having nothing to do with fund availability, including:  

Cardholder Name does not match – The name you enter in the billing section must be the same as the name printed on the card you are using.

Zip Code failed validation – Enter the zip code for the billing address on file with your credit card company. Incorrect zip codes are the most common error we see.

Security Code (CVV) is incorrect – Enter the security code printed on your card. Visa, Mastercard, and Discover have a 3-digit code on the back of the card to the right of the signature block. American Express has a 4-digit code on the front of the card, above the card number.

You can update the necessary information and process the payment again. If errors continue, please try an alternate payment method.

Do you ship outside of the United States?

At this time, we are shipping only within the United States.

 

Subscription Orders

 What are subscription orders?

Subscription orders are monthly orders that are automatically delivered to you at a 10% discount off the regular prices. You select the items you want included, you decide how long you want to keep the orders coming. Add or remove items, skip months, or cancel whenever you want. Subscription orders also qualify for free shipping!  It is a wonderful way to ensure you always have a supply of the products you love.

Is there a fee for enrolling in the monthly subscription program?

No, there is no fee or long term commitments required.

I want to enroll. How do I set up my monthly delivery subscription?

Fantastic! This is one of the best decisions you will make this year.

To set up, add your products to the cart and select the Subscribe & Save option, and add the item to the cart. Adjust the quantities, as desired. Continue the check out process. The shipping details and credit card information you enter on the initial order will be used for all subsequent orders, unless you update the information.

How do I manage my subscription order?

Log in to your customer account.  Select the Subscription button. Next, click on the subscription you wish to update. Click Edit on the section you want to update. Make sure to Save when you are done.

Can I change the date of my shipments after my initial order?

Of course! Subscription orders process on the same day each month as the original order. If you would like to edit the date of your future shipment, reach out to our Support team by phone at 980-206-8300 or email us at support@alphayusa.com.  

I am traveling. Can I skip or cancel my subscription for the month?

Yes, go to the Billing Schedule section of your subscription and select the Skip button to skip the selected date.   Your order will not ship that period.

 

Shipping

Rates & Times

All orders typically process within 1-2 business days. Average shipping time within the United States is 5 -7 business days.

Subscriptions and orders over $70 ship free. 

How do I track my order?

All tracking information is sent via email when your package has shipped. Contact us at support@alphayusa.com if you do not receive the email.

You can also log in to your account to see tracking details for each of your orders. 

 Do you ship outside of the United States?

At this time, we are shipping only within the United States.

 

Returns

If you are unhappy with your purchase for any reason, please contact us at support@alphayusa.com. We are happy to issue a product refund for any unopened product purchased within the past 30 days. 

Refund or exchange requests must meet the following conditions:

  • Customer must contact Alphay USA to request a Return Merchandise Authorization (RMA) prior to returning the product for refund or exchange. The customer is responsible for return shipping fees.
  • To be accepted, products must be unopened and all safety seals must be intact. Disqualified product will be returned to the customer at the customer’s expense or will be discarded after 15 days.
  • All returns or exchanges are subject to a 5% processing fee per order. Shipping will not be refunded.
  • We are unable to offer any refunds for products returned to us past 30 days from the purchase date.

Undeliverable Shipments

If a shipment is returned as Undeliverable, Alphay USA will issue a full-refund minus shipping and a 5% processing fee. If the customer wishes to have the order reshipped, additional shipping fees apply.

Refused Shipments

Refused shipments will be treated as a request for a refund and are subject to a 5% processing fee per order. Shipping will not be refunded.

 

Product

Where are Alphay mushrooms grown and processed?

Our mushrooms are organically grown in China, and processed in Alphay's own bio-tech campus under the most stringent quality practices.

Are Alphay products safe to consume?

Safety is a top priority at Alphay. The products are manufactured in pharmaceutical-grade installations, using good manufacturing practices. Alphay uses purified water for its products and in the daily cleaning of all its workshops. Additionally, Alphay tests each lot for heavy metals, yeasts, molds, mycotoxins, and pesticides (among other things) before products are approved for market. 

Which Alphay products do you recommend for mushroom beginners?

BALANCE is our overall wellness product, and a great way to jumpstart your journey with mushroom supplements. Not ready to commit to supplements? Start with one of our delicious beverages: Rich Black Coffee, Caffe Latte, or Royal Blend tea. These are great mushroom delivery vehicles that can easily incorporate into your daily routine.

Which mushrooms are organic?

All of the mushrooms, with the exception of Cordyceps, are certified organic.

Is the coffee certified organic?

The coffee used in Rich Black is certified organic.

Are the herbs in Alphay products certified organic?

The herbs are not certified organic, but Alphay sources organically grown whenever possible. All suppliers must meet or exceed quality and purity requirements consistent with the Alphay brand.

If the ingredients are organic, why is the USDA Organic seal missing from your packages?

The USDA National Organic Program has very specific guidelines for using the organic logos or referring to a product as an organic product, and we respect those guidelines. 

What are the capsule casings made of?

Alphay uses Vcaps® made from pure, specialized, plant-based hypromellose.  VCaps® are Kosher, Halal, and vegan friendly.  

Do Alphay products contain animal derived ingredients? 

With the exception of Caffe Latte, which contains a milk protein, Alphay products do not contain animal-derived ingredients.

Are your products Kosher?

Yes, all of our products, with the exception of Caffe Latte, are Kosher pareve.

What substrate is used to cultivate the Lingzhi?

Our lingzhi is cultivated on duanwood.

 How are mushrooms extracted?

Alphay employs a 3-step proprietary extraction process that includes water, alcohol, and enzymes, depending on the active ingredient it wants to extract:  Water is used to extract water-soluble nutrients such as polysaccharides and proteins. Alcohol helps separate nutrients from non-nutrients and extract fat-soluble nutrients such as triterpenoids and fatty acids. Enzymes break down polysaccharide molecules into micro molecules that are more easily absorbed by the body.

Is heat used in the preparation of the mushrooms?

Alphay uses proprietary, low-temperature extracting techniques. 

Why do you use black tea in the Royal Blend Lingzhi Tea?

Black tea was selected for its aroma and taste, but also for its health benefits, which become more pronounced when blended with medicinal mushrooms. 

Is there caffeine is in the coffee and tea?

Alphay uses regular (caffeinated) coffee in its products. Many consumers happily report experiencing less (or none) of the jitters frequently associated with caffeinated drinks thanks to the adaptogenic effects of the mushrooms.

Where can I see the nutritional and supplement facts for your products?

Each product description on the shopping cart includes an image of the facts panels and ingredient list.

Can children take these products?

The directions for use on these products are intended for adult consumers. Please consult your child’s pediatrician before starting them on any nutritional supplement.  

Are there any cautions with consuming mushroom products?

These are natural products, however, if you are pregnant or nursing, are taking any anticoagulant or antiplatelet drugs, or are being monitored or treated for any medical condition, please consult with your physician before adding these, or any new, supplements to your regimen. Your physician can help you determine if adding mushroom products to your regimen is safe for your particular condition.

What diseases do the products cure?

Our products are nutritional supplements and functional foods that support a healthy immune system. They are not medicines or drugs. They do not diagnose, treat, cure or prevent any disease or medical condition.