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Technical Support

If you have a health or product-related question, please consult the FAQ page. If you have a technical problem with this website, please check to see if it is included in the following list:

  1. The website looks strange or distorted.
  2. The shopping cart doesn't work.
  3. My country does not use postal codes.
  4. My country is not listed on the shopping cart.
  5. I can't view the printable order form.
  6. The fax number does not seem to work.
  7. When I call you on the telephone, I always get the answering machine.
  8. Your shopping cart does not appear to be encrypted.

If you do not see your problem in the list, feel free to contact us via E-mail by using the "Support" link at the top of the page and selecting the "Contact Us" option. If you prefer to use the telephone, call us during business hours (Eastern Standard Time) at 416-248-2930.


Issue #1: The website looks strange or distorted.

Try hitting the F5 key to refresh your copy of the page.

While we have tried to make sure the website is compatible with most browser types, it is always possible that it does not work properly on some types of browsers, particularly unusual ones such as cell-phone browsers or TV browsers. This website has been tested on Mozilla Firefox 2, Internet Explorer 6 and 7, Konqueror/Safari 3.4, Opera 9, and Lynx 2.8, and it is intended for use on screen resolutions of 800x600 or larger.

In general, we recommend that you upgrade to the latest version of your browser. Older versions tend to suffer from rendering bugs and security weaknesses that can not only make some webpages load incorrectly, but which can also make your computer vulnerable to viruses and hackers. Internet Explorer 6 has numerous problems, and very old browsers such as Netscape 4 and Internet Explorer 4 suffer from a large number of serious weaknesses and are incompatible with the majority of modern websites. Anyone using Netscape 4 or Internet Explorer 4 should upgrade immediately.


Issue #2: The shopping cart doesn't work.

If the shopping cart is behaving strangely (eg- nothing happens when you click on the "Checkout" button or it refuses to add a product to your cart), this is usually a "cookie problem". Without getting into the technical details, cookies are tiny files that your browser uses to store information about past visits. You can delete your cookies by using the "Tools", "Clear Private Data" menu options on Firefox, or by using the "Tools", "Delete Browsing History", "Delete Cookies" options in Internet Explorer 7.

If the shopping cart gives you an error about your postal code, you probably entered a postal code with spaces in it. This is most common with UK customers because UK postal codes usually have a space in the middle. In that case, just enter it without the space. Also check to make sure there are no spaces before or after the postal code.

If you still cannot make the shopping cart work, there may be a serious technical problem. Please report any such problem to us by using our Contact Us form, or by calling us at 416-248-2930 if you prefer.


Issue #3: My country does not use postal codes.

If your country does not use postal codes, simply enter a dash ("-") or some other dummy value for your postal code.


Issue #4: My country is not listed on the shopping cart.

If your country is not listed on the shopping cart, we probably don't ship there. However, we do sometimes make exceptions, but it will usually be quite expensive as we are forced to use couriers to ship to nonstandard countries. Please call us at 416-248-2930 if you want to inquire about this kind of shipping.


Issue #5: I can't view the printable order form.

The printable order form is in the Adobe Acrobat PDF format, and cannot be viewed without the Acrobat Reader software, available for free from the official website of Adobe Software.


Issue #6: The fax number does not seem to work.

Check to make sure you are using the correct number: 416-248-0415. If you are located outside North America, check to make sure you have entered the country code for Canada before entering the fax number. If you do not know how to do this, ask your local telephone operator. Also, if you are dialing from an office building with a multi-line phone, check to see if you need to press "9" to get an outside line.


Issue #7: When I call you on the telephone, I always get the answering machine.

Our telephone number is very busy, and it can often be difficult to get through. If you get redirected to the answering machine, feel free to leave a message, and we will get back to you. If you leave a message, be sure to speak slowly and clearly, and include your name, location, telephone number with area code, and preferred time for us to call you back.


Issue #8: Your shopping cart does not appear to be encrypted.

We take security quite seriously, and we do use SSL encryption to protect your personal information. When you click on the "Checkout" button to reach the part of the online store where you enter your name, address, and credit card, the system will automatically switch to an encrypted connection.


Disclaimer: The information found on this website is for educational purposes only and is not intended as diagnosis, treatment, or prescription. It is not a substitute for professional medical advice, and should not be used to diagnose or treat a health problem without consulting with a qualified medical practitioner. Prime Health Products will not be held liable for the use or misuse of herbal remedies.

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