While DHL & USPS may be facing strain during these unprecedented times, our partnership with the carriers remains unchanged. As we continue to monitor this ever-changing situation, we want to address some of the questions you may have, particularly around our shipping policies.

FAQs

How can I stay updated on this situation? To follow any updates from DHL offers service alerts here. USPS also offers service alerts here. 

How can I check if my order has been impacted? Your DHL order may be impacted if tracking for the order shows, “Dear Valued Customer: This package experienced a delayed arrival at the DHL eCommerce Distribution Center. Kindly allow an additional 24 - 48 hours beyond the estimated delivery date for it to be delivered. As always, thank you for choosing DHL eCommerce.” Your USPS Priority Mail order may be impacted if tracking for the order shows, “In Transit, Arriving Late.” 

If there has never been any tracking information for your purchase, we kindly ask you to wait up to 5 days from the date of purchase as scanning information can be delayed into the system.  

I haven’t received any new tracking updates for my order, what can I do?  In the event that tracking stops and there are no additional updates 10 days from the last tracking update, please contact AcuAtlanta Support. Rest assured, we have a solution in place in the event that there are no further tracking updates.

In most cases, tracking may stop for a few days due to a minor delay, but will typically continue to update as the package is en route to its destination. We have found that packages will deliver without seeing scans as well.

Why is there no tracking information for my sale? DHL and USPS can take some time to scan packages into their mail stream and update the tracking information. We ask that you allow 5 business days from the time the package was dropped off at your local post office or mail box for the tracking information to update. 

If tracking information for your order has not updated after 5 business days from initial drop off/pickup, you can let us know by email at cs@acuatlanta.net

We know that emails sometimes land in spam. *Always* check your Spam/Junk folder if you can't find our emails. Overzealous spam filters are to blame, but there's a very easy solution. Here's how to fix it! 

Yes! We ship to most countries. 

Australia, Canada, Israel, Philippines, and Taiwan

If you live in these 5 countries we ship directly to you via UPS, USPS or DHL.  You will be able to create an account and ship to these countries on Acuatlanta.net.

In each of these countries, DHL hands off to your local delivery service  - USPS, Canada Post, Australia Post, Israel Post, etc. You can track the last mile of delivery with these carriers. Delivery times range, but can take up to 3 weeks.  For more info on prices and times, check out our shipping page.

All other countries

We utilize a 3rd party solution called Global ShopEx. Read more here.

Wrong items:

In the event of a mis-shipment please contact us. We will reship (at no extra shipping cost) the correct products immediately. We will provide you with a return shipping label to send the incorrect item back if needed.

Damaged Items:

In the event that your package arrives damaged, please first take a photo of the package and bottles. Email the photo with order number to: cs@acuatlanta.net

1. Returns must be pre-approved by contacting Customer Service by email, phone, or Live Chat. We will provide you a RMA# as well as instructions on how to return your merchandise. 
2. Repack your items in the same container, or package them in a new sturdy packaging. 
3. We strongly recommend that you use some type of trackable mailing service to send back your items as we cannot be responsible for lost packages. USPS Priority Mail with Delivery Confirmation is acceptable.
4. Enclose the RMA and seal the package.
5. Ship your items back to: 

ATTN: Returns
Acupuncture Atlanta
455 E Paces Ferry Rd, Suite 222
Atlanta, GA 30305

Things happen.  We understand. If you placed an order and have not received it, we first ask you to follow the steps listed below.

We've made it easy for you! There are several ways to search for the product you are looking for on AcuAtlanta.net.

1. You can browse by BRAND, CATEGORY or your current CONDITION at the top of site, in the main navigation bar.  Simply hover your mouse over and a list will appear.
    
2. Use the search box on the top of the site, on the right hand side: "What can we help you find?" Start typing the first few letters of the name of your item, and a list will appear below.
    
3. If you need additional help finding a product you are looking for, connect with our Customer Support staff for help by phone, email or Live Chat. We are here Monday - Friday 9am-5pm (ET). 

Looking for a specific item you don't see on our site?

We are growing and want to stay on top of all the newest and latest items out there. Be sure to check out our New Products section; we're adding exciting new brands and products to our ever-expanding assortment all the time!

Please fill out the form below. Thank you!

Product Request Form

Add or remove shipping or billing info

To change your billing or shipping address in your account, please first login to your account. Click on ACCOUNT on the top of the page. Then click on My Account tab, and then on the right "View or change entries in my address book". Make note of what is designated as your Primary Address.  You will need to change this address before placing an order to prevent a package from shipping to the wrong address. There are a maximum of 5 stored addresses allowed.

Lost passwords or access

Yes! We offer local pickup in our Buckhead clinic location.

How to:

1. You must first place your order online, we do not take walk-in pickups of orders. 

2. In checkout select Atlanta Clinic Pickup for the shipping method.

3. When your order is ready, you will receive a pickup notification via email. Your order will be held for seven days. If your order isn’t picked up after seven days, we’ll cancel the order and issue a refund to your original form of payment. You can extend your pickup window by 1 day by giving us a call. 

To unsubscribe from our promotional emails, simply scroll to the bottom of the email you received and click "Unsubscribe" in the footer.

You will still get transactional emails for your account info, lost passwords, order confirmation, tracking info and customer service questions.

IMPORTANT UPDATE

This page was last updated 7.13.2021

At acuatlanta.net, we know how important it is to have access to healthy, affordable products for you and your family, especially at a time like this. Follow this page for continuous updates and information about items, orders, policies and safety procedures.

Sanitation Protocol at Our Fulfillment Centers & Offices

We wanted to let you know about the specific and documented sanitation protocol being followed by our location which includes:

Cleaning common and shared areas more often, such as receiving and packing stations.

Sanitizing restrooms more frequently and restocking with necessary sanitation supplies (soap, paper towels and hand sanitizer)

Adding extra hand sanitizer in break rooms, meeting rooms and other shared spaces

Encouraging our associates to closely monitor their health and well-being and recommending they stay home if they, or someone in their household, are sick

We’re following similar protocol in our offices, where surfaces are being disinfected and supplies, such as hand sanitizer and disinfecting wipes, are readily available to all associates. We’re also requiring associates to work remotely when possible and appropriate, in addition to encouraging everyone to follow CDC guidelines for protecting themselves and those around them.

Our Commitment to You

In addition to making crucial products available, we're committed to offering them at the same low prices you've come to expect from us. We have always believed that Chinese herbs and supplements should be affordable and available to as many people as possible, and that mission is even more important today.

Please check back often for new updates to this information. We wish health and happiness to you and your family!