CUSTOMER SERVICE:

Welcome to the nfra.net help section.  If you are unable to find answers to your questions here, please contact us at nfra@firstpac.com.

ORDERING:

What is the status of my order?

To check on the status of an order that has already been placed, please click on the Order Status link on the NFRA home page.

When can I expect to receive my item?

Items usually ship within one to two days from the time the order is placed. Depending on the shipping address, it can take up to ten business days from the time the order is placed until it is received.  For special orders or orders from outside the United States, please give up to four weeks from the order date for receipt of your goods. 

How do I make a change to my order/donation or cancel an order/donation?

To ensure order changes or cancellations are implemented before your order is shipped, it is imperative that you email NFRA as soon as possible at nfra@firstpac.com to communicate your problem.  One of us will contact you and make the necessary adjustments.

What do I do if my order does not arrive?

1.   Use the shipping tracking number to see if the package is en-route.

2.   If the tracking number indicates the package should have arrived at the correct destination, check the outside of your home for a package and ask your neighbors if something was delivered to them for you by the UPS driver or mail carrier.

3.   If you shipped your item using UPS, call 1-800-PICK-UP.  If you were not home and a signature is required on your package, then the driver may have left a note with instructions for you to follow.

4.   Email our Customer Service Department for further assistance, nfra@firstpac.com.

An item is missing from my shipment:

1.   Please log onto your account and verify the order and make certain the order is correct. 

2.  If the order amount is correct on line, then immediately contact our Customer Service Department at (503) 315-7257 or e-mail us at nfra@firstpac.com with your complaint.

Disclaimer:

The National Fibromyalgia Research Association is not responsible for typographical errors made by the person placing an order.  Prices and shipping/handling fees are subject to change. It is the responsibility of the customer to notify NFRA of any discrepancies or order changes in a timely manner, usually within 24 hours of receiving or placing an order, to allow NFRA to rectify the situation. 

RETURNS:

What is your return policy?

You may return most merchandise within 15 days of the original invoice date. Orders older than 15 days may not be returned.  All returned merchandise must be unused, in new condition and in its original packaging.  This means if the packaging is opened or destroyed, the item can not be returned. 

Inspect your products immediately upon receipt.  No returns or exchanges will be accepted after 15 days from the invoice date.  All returned merchandise will be charged a 10% restocking fee.  Shipping charges are not refundable.

When returning items, use a traceable carrier (UPS, FedEx, but not USPS), insure the package and retain tracking information for your protection.  NFRA is not responsible for any missing, lost or damaged packages.  Return shipping fees are not refundable.

I received the wrong item, what do I do?

Please email our customer service department at nfra@firstpac.com to report shipping errors with 24 hours of package receipt.  If we made an error on your order we will gladly fix the problem.

When will my credit appear on my account after a return?

Your credit card will be credited within 1 to 2 business days following the day we receive the returned item(s).

PAYMENTS AND BILLINGS:

What forms of payment do you accept?

NFRA accepts Visa, MasterCard, and Paypal. All orders must be paid in US funds only.

When will my credit appear on my account after a return?

Your credit card will be credited within 1 to 2 business days following the day we receive the returned item(s).

How do I get a copy of my invoice?

All customers can access an order placed with NFRA in “My Account” section of nfra@firstpac.com.  If you login to your customer account and view your order history, you will be able to view and print all orders you have made with us.  If you need any assistance accessing your account, please email us at nfra@firstpac.com.

I have questions about charges on my credit card?

If you have any questions about charges on your credit card, please contact us at nfra@firstpac.com. 

SHIPPING:

Where is my order shipped to?

To avoid fraudulent charges the order will be shipped to the billing address unless otherwise notified by the purchaser.  Address must also be authorized on credit card.

Can I track my order?

To check the status of an order that you have already placed, please click on the Order Status link on the home page www.nfra.net.  You will need to enter in your order number (emailed to you after order placed) as well as your email address.

How much is shipping?

Some orders, such as the bracelet, have shipping and handling charges already figured into the total amount.  You will need to put the items you wish to purchase from the shopping mall into the cart.  Once you have done this the cart will show the different shipping options available to you.  At the bottom of the cart you will find a box to enter your zip code, enter it and you will get the shipping rates matching the shipping option of your choosing.

Is a signature required for receipt of my package?

This depends on the shipping method you choose.

I received someone else’s order.

In the event that you receive someone else’s order, please contact us at nfra@firstpac.com for a Return Authorization (RA) number to return the items. 

Do you ship to Canada and other countries?

Yes, we do ship to Canada and other countries.  The shipping costs will be charged accordingly in US currency and it will take longer for the items to arrive than in the US.  A customs sticker is required for some out of country orders, so you may have to pay customs at the destination post office before receiving your package.

PRIVACY AND SECURITY:

Is your checkout process secure?

Yes, our checkout is secure.  NFRA is concerned about keeping the information you submit to us confidential and private.  We want to provide you with a fast and easy purchase process. We can accept credit card payments and provide you with the safety and comfort you demand when ordering on the Internet.  NFRA offers you the advantage of placing your order online using secure servers and encryption.  Your purchases, credit information, and personal data are encrypted and secured through a link to our commerce server.  During the completion of your order, you will be linked form our web pages to customized screens on our secure server.  Your information is encrypted during its trip across the Internet to prohibit viewing by a third party.  So, you can enjoy the benefits of shopping and making donations, knowing that your transactions are safe and your identity is secure.

MY ACCOUNT:

I forgot my password.

If you have forgotten your account password, you must enter in your user name (or email) to receive your password via email.  Click here to be redirect to the page you need to enter your email into.  You will receive an email shortly with your account password.

I forgot my login name:

Your login name is your email account you used to create an account with nfra.net.  If you have forgotten this email address, you will not be able to access the account.  NFRA will not be able to tell you the email you used to create your account for security purposes (we want to ensure that no third parties have access to your accounts).  Please register as a new account. 

NFRA CONTACT INFORMATION:

National Fibromyalgia Research Association

P O Box 500

Salem, OR 97308

Phone:             (503) 315-7257

Fax:                 (503) 315-7205

Email:              nfra@firstpac.com

Web:               www.nfra.net