This is a quick overview of general questions you’ll recieve and the appropriate answers.  If you get stuck, reach out to me on Skype or Whatsapp.  As explained, the business is taking orders from UK customers and item is then shipped from my Chinese warehouse within 24 hours.  Current delivery time is between 4-8 working days on average, but it can and does go over this. 

Right now, we are moving the products over to the UK and expecting deliveries in the next few weeks.  Orders will then be fulfilled direct from the UK and will arrive at the customers house within 48 hours.  This will massively cut the workload down for answering emails, as 80%+ are all related to wheres my order?!

General Faq

Most common question.  Lookup in Shopify dashboard using order number, name, email, post code, etc.  Look at the tracking.  Deliveries from China take between 4-8 working days on average.

Explain that we use warehouses in the UK, EU and China.  Depending on stock levels will depend which warehouse is chosen.  Delivery times remain the same, that is between 4-8 working days.  Point the customer to the shipping terms here: https://www.healthlineofficial.com/pages/shipping

Look up order and explain that a refund isn’t a problem but due to it already been sent out, customer would need to wait for parcel and use our UK return address to send back.  Remind customer to include both name and order number in the return.  If 30 days go by and customer still hasn’t got item, then refund them without needing to send back.

Apologise and ask for a more detailed response if one isn’t given.  Ask for photos of the defect to give back to the warehouse.  Help in any way you can. Look on this page for product guides to help. If the item really is broke, ask to return to our return address and we’ll then issue refund.

The website has our phone number on.  Currently, it gives a voice message which explains that due to COVID we have stopped manning telephones and email is the best way to get in touch.  We’ll email customer back within the hour (in work hours). Email is currently our only way of contact.

If customers order has not been processed and fulfilled yet and has emailed you within work hours then yes, refund them and cancel the order.  If order has gone through already and shows a tracking link explain in an apologetic manner that they’ll need to send item back to our return address once reeived, to include name and order number and we can process refund.

The product box and product itself may or may not contain our branding.  It is the Healthline product and explain to customer we don’t sell any other type of (product) We only sell Healthline.  Typically the reason is when I order from manufacturer for speed reasons I can choose non branding – it arrives 15 days quicker than the branded version.  Wehn everything is running smoothly, everything will be branded and sent from the UK.  Moving everything over to the UK has caused some of these issues.

Blood Pressure Monitor

LP:https://www.healthlineofficial.com/pages/healthline-blood-pressure-monitor

Product Page: https://www.healthlineofficial.com/products/healthline-pro-blood-pressure-monitor?_pos=1&_sid=bea4ba01e&_ss=r

Customers are taken to the landing page from clicking an advert.  If they browse the store they can also see the other pages.

The Monitor takes 4 AAA batteries.  It also can be powered from the mains using a micro USB lead and socket.  None of which is included in the purchase.

Customer will have a manual included.  If it’s missing, or you need to answer question on the manual, you can download it here:

DOWNLOAD

Never send customer to this page, download it to your computer first and email them it.

Oximeter

LP: https://www.healthlineofficial.com/pages/healthline-oximeter-pro

Product Page: https://www.healthlineofficial.com/products/healthline-oximeter-pro?_pos=1&_sid=74c4fa25b&_ss=r

Customers are taken to the landing page from clicking an advert.  If they browse the store they can also see the other pages.

The Monitor takes 2 AAA batteries

Customer will have a manual included.  If it’s missing, or you need to answer question on the manual, you can download it here:

DOWNLOAD

Never send customer to this page, download it to your computer first and email them it.

Hearing Aids (HD970)

LP: https://www.healthlineofficial.com/pages/healthline-hearingaid

Product Page: https://www.healthlineofficial.com/products/healthline-hd970-hearing-aid?_pos=1&_sid=a2706e4f8&_ss=r

Customers are taken to the landing page from clicking an advert.  If they browse the store they can also see the other pages.

Each hearing aid takes 1 A10 battery (included).

Customer will have a manual included.  If it’s missing, or you need to answer question on the manual, you can download it here:

DOWNLOAD

Never send customer to this page, download it to your computer first and email them it.

product comes with both hearing aids, left and right ears. Manual, cleaning set, batteries, tool to open battery compartment

Healthline Pro thermometer

LP: https://www.healthlineofficial.com/pages/healthlinepro-thermometer

Product Page: https://www.healthlineofficial.com/products/healthline-pro-digital-infrared-thermometer?_pos=1&_sid=d448d45b7&_ss=r

Customers are taken to the landing page from clicking an advert.  If they browse the store they can also see the other pages.

The thermometer takes 4 AAA batteries

Customer will have a manual included.  If it’s missing, or you need to answer question on the manual, you can download it here:

DOWNLOAD

Never send customer to this page, download it to your computer first and email them it.

Current Return Address:

Healthline, Hillfoot, Formby Lane, Aughton, L39 7HG.

This will be changing soon when stock is shipped direct from UK. So please be aware of this, I will update you on the correct addressonce the time comes.