RETURNS
*MINUS SHIPPING. For all orders, domestic and international, shipping will be deducted from the refund amount. SEE CHART BELOW FOR THE AMOUNT OF SHIPPING FOR EACH PRODUCT. Shipping expenses for all international orders outside of the USA will be deducted from the total refund total once items are shipped. For any refused or returned items for International orders, customers are responsible for shipping charges, any import fees that are incurred on the package, and the cost of returning the product back to Richway.
How to request a return for a refund:
A return merchandise authorization (RMA) number must be obtained by contacting Richway's office (808- 589-2800 / Toll-Free 1-855-338-6410) or emailing Richway ( rma@richwayusa.com) before any returns for refunds are made. Be sure to have the Richway Invoice (RI) number from your order on hand when contacting Richway. If you do not have this info, please contact BiomatStores.com (850-348-1541) to obtain it. Your date of inquiry to return (whether by e-mail or phone) will be noted.
Returns must be received by Richway within two (2) weeks from the date the RMA was issued. The customer is responsible for all return shipping charges.
*NOTE: If an RMA number is not obtained from Richway, your package(s) may be refused and returned to you.
How to send in your product return:
1. All returned items should be packed in the same manner in which they were originally shipped to you. Products returned without a separate shipping box or without the original product box will be refused. Note: If you purchased a Biomat of any size, you may keep the cotton pad that was included as a complimentary gift.
2. IMPORTANT: Write the RMA number obtained from Richway on the outside of the package and enclose a return name, address, and contact phone number with the shipment. *Richway will not be responsible for packages that are shipped without an RMA number written on the outside of the package. These packages may be refused and returned to the sender.
3. The package(s) must have a tracking number. UPS or FedEx shipments can be tracked. If sending via the US Postal Service (USPS) requesting delivery confirmation will enable tracking of your item. If sending via USPS, you may insure your item at your discretion, but the insurance receipt cannot be used for tracking. *NOTE: The shipment is considered the customer’s property and responsibility until it is received by Richway. The customer is responsible for monitoring and ensuring their shipment is received by Richway. Please keep your tracking number on record to monitor your shipment.
When will I receive my refund?
Refunds are issued after Richway receives and inspects the returned items. Refunds take 5-10 business days from the date Richway issues the refund to show up in the cardholder’s account. Richway will only issue the refund to the card originally used to place the order. Richway will issue a check to the original purchaser for orders paid by cash or check.
*Richway & Fuji Bio Inc. reserves the right to change any of the terms and conditions contained in this Trade-In Policy, at any time and in its sole discretion. Any changes will be effective immediately upon posting of the revisions on the Site. You are responsible for reviewing the notice and any applicable changes. Changes may be posted without notice to you.
SHIPPING POLICY
All shipping charges are subject to verification, as Richway can change shipping prices without notice. As such, shipping charges may differ from what appears on this website.
Richway and its designated shipping carriers cannot guarantee the date and/or time of delivery due to the possibility of unforeseen circumstances. Any delivery dates provided by Richway and the shipping carrier are estimates only. For detailed information, see your country’s specific shipping guidelines below.
Due to a high rise in fraud and package theft, any changes to delivery must be done through Richway headquarters. Our shipping carriers are restricted from accepting changes to shipments from the recipient or other third parties. They will direct all recipients inquiring about a change to contact Richway directly. See the “Change your shipping/pick-up options” section below for more information.
Our shipping carrier(s) usually do not ship on weekends or local holidays (even for expedited shipping), so the actual delivery date may differ from the estimated transit time. Certain shipments may be eligible for Saturday delivery depending on various factors. Please contact the shipping carrier for more information regarding your specific shipment.
Because of the high value of our products, your order may be delayed if the shipping address is different from the billing address. This additional processing time is used to help ensure the security of your credit card information.
Once an order is charged/paid for, it must be shipped out for delivery within the delivery time frame. Richway does not hold submitted orders for delayed processing or delivery. Orders should be submitted with consideration to the processing and delivery estimates stated below.
Most items are shipped individually. These items include, but are not limited to: Biomat, Bio-belt, BioAcoustic Mat, Pillow, Alkal-Life 7000sL, Quantum Energy Pad, BioAcoustic Mat, and Aroma Stand.
We do not ship using third-party accounts.
We do not ship to freight forwarding companies and most private mailing service locations.
Occasionally, we must alter our shipping schedule due to holidays and/or unforeseen causes. Richway's home office in Honolulu, Hawaii will be closed in observance of certain US Holidays.
Change your shipping/pick-up options
Due to a high rise in fraud and package theft, any changes to deliveries must be made through Richway Headquarters.
Richway's shipping carriers are restricted from accepting changes to shipments from the recipient or other third parties. They will direct all recipients inquiring about a change to contact Richway directly. Please contact BiomatStores.com with any changes you wish to make.
You may change your shipping/pick-up options if your order has not begun processing.
Contact us at 1-850-348-1541 or email us at info@biomatstores.com within one hour of placing your order (during normal business hours) if you would like to:
- Change your shipping method (standard or expedited – US only
- Change the shipping address
- Waive signature requirement
USA (UPS shipments) ONLY – You may change some of your shipping/pickup options after your order has begun processing, but it may incur a fee (as listed below).
Contact us at 1-850-348-1541 or email us at info@biomatstores.com immediately if you would like to arrange the following after processing has started (during our normal business hours):
- Change the shipping address within the same city/state – $20 fee per item
- Change the shipping address to a different city/state – contact Richway for quote
- Designate an alternate date of delivery (within the allotted time frame provided by UPS) – $20 fee per item
- Hold for pick-up at UPS-designated customer center (max 5 business days) – free of charge (must be picked up by deadline set by UPS)
- Change the shipping address to a UPS store franchise other than the UPS-designated customer center – contact Richway for quote
Damaged, defective, incorrect, or missing items
If your order is damaged or defective upon receipt, please keep the original packaging and notify Richway immediately, so a claim can be made to the shipping carrier. If your order is incorrect or missing items/components, you must notify Richway within 7 business days from the date of initial receipt. Please have your Richway invoice/order number or shipment tracking number ready upon claim request.
120 volt and 220 volt items
Richway manufactures 120 V and 220 V of some items for orders placed both in the continental U.S. and internationally*.
120V Biomats, Bio-belts, and Alkal-Life Water Ionizer Systems are compatible with 100V~120V.
220V Biomats, Bio-belts, and Alkal-Life Water Ionizer Systems are compatible with 220V~240V.*
The BioAcoustic mat adapter is a universal voltage with a US plug. An adapter will be necessary to use in other locations.
*In some cases, an adapter is necessary for the proper wall socket compatibility. Richway does not provide the adapter.
Shipping information by region
United States
Most items* are shipped from Richway's Chicago, IL warehouse facility, Arkman Logistics. Richway's warehouse facility is a ship-out-only location and does not accept customer pickups or customer service inquiries.
Most items* are shipped via UPS and require a signature for delivery. If you are not available on the first delivery attempt, shipment tracking information will indicate the shipment status and/or a note will be left with instructions on how to receive your order.
If you wish to waive the signature requirement, you must indicate this request on your order. Waiving the signature requirement releases all liability from Richway & Fuji Bio Inc. in the event your package is lost or stolen after delivery.
Once your order has shipped, we are not able to remove the signature requirement due to the nature of our shipping carrier’s policies.
*Certain low-value, smaller-sized items may be shipped via USPS. Items shipped via USPS include, but are not limited to, brochures, flyers, and other printed materials.
Due to a high rise in fraud and package theft, any changes to delivery must be done through Richway Headquarters. UPS will direct all recipients inquiring about a change to contact Richway directly.
Richway's warehouse does not ship on Fridays, Saturdays or Sundays.
Standard orders – United States
Any issues or changes that occur with the credit card, billing address, shipping address, placement, etc., may delay processing and shipping.
Shipping time: Up to 7-14 business days (excludes weekends, US/local holidays, and based on stock availability).
Expedited orders – United States
Any issues or changes that occur with the credit card, billing address, shipping address, placement, etc., may delay processing and shipping.
Shipping time: Up to 3-5 business days (excludes weekends, US/local holidays, and based on stock availability).
Orders for items that are in stock are usually dispatched up to 24 hours after credit card settlement, excluding weekends and US/local holidays.
Expedited orders must be received by Richway home office Monday-Friday (not including holidays) by 5:59am HST to be charged the same day and shipped the following business day.
Expedited orders received by Richway home office from Monday to Friday after 5:59am HST will be charged the following business day and shipped the business day after.
Missed deliveries - United States
For residential deliveries and where available, UPS may in its sole and unlimited discretion, after the first delivery attempt, deliver the shipment to a UPS Access Point location, where such shipment will be held for pickup. Requests for subsequent delivery attempts are subject to additional charges which will be assessed to the consignee. Call 1-800-742-5877 (1-800-PICK-UPS) for assistance with subsequent delivery attempts. If the shipment is not picked up by the allotted time stated on the tracking information, it will be returned to Richway's warehouse. A re-ship fee will be assessed to re-ship the item(s).
For other shipments, at the discretion of UPS, if you are not available on the first delivery attempt, a note will be left with instructions on how to receive your order. A total of three attempts are made before it is returned to the warehouse. If the shipment is in transit back to Richway's warehouse and you would still like to receive your order, you will have to pay the shipping fee for those items to re-ship.
Please contact 1-800-742-5877 (1-800-PICK-UPS) with your tracking number for more information regarding your specific shipment.
Refusal of delivery – United States
If you refuse delivery of any order, you are responsible for the original shipping charges. Upon refusal, it will be returned to our warehouse. Please notify BiomatStores.com upon refusal. Upon receipt at Richway's warehouse, you will receive a refund for the item and tax (if applicable).
Incorrect delivery address – United States
If the delivery address provided to Richway is incorrect and your order has shipped, there may be an address correction fee assessed by the shipping carrier to make any changes.
If an address error is not corrected before our shipping carrier makes its first delivery attempt, your order may be returned to Richway immediately thereafter. Re-ship fees will be assessed in these instances. Richway's shipping carrier does not hold packages for correction once they have attempted to deliver.
Alaska
All orders shipping to Alaska are charged an additional fee per item. Please call us for a quote. Please have the full shipping address ready when inquiring for a quote.
Hawaiian Islands
All orders being shipped to the Hawaiian Islands must include a 4.712% general excise tax.
Oahu – Richway home office pick-up
All orders being picked up at Richway’s home office in Honolulu, Hawaii must include a 4.712% general excise tax.
Orders for items that are in stock are usually available for pickup within the same day of credit card settlement excluding weekends and holidays.
Canada
Most items* are shipped via UPS and require a signature for delivery. If you are not available on the first delivery attempt, shipment tracking information will indicate the shipment status and/or a note will be left with instructions on how to receive your order.
Richway’s shipping quote for Canada (indicated on the price list) does not include import fees such as customs and duty tax, VAT, brokerage fees, or any other additional fees on any pickup/delivery charges. Import fees are the responsibility of the recipient and are due upon delivery to the recipient. Please check with your country’s customs agency for estimates and more info regarding these fees.
*Certain low-value, smaller-sized items may be shipped via USPS. Items shipped via USPS include, but are not limited to, brochures, flyers, and other printed materials.
Standard orders – Canada
Estimated shipping time: up to 7-14 business days (excludes unforeseen customs clearance delays, weekends, US/local holidays, and based on stock availability).
Orders for items that are in stock are usually dispatched up to 48 hours after credit card settlement, excluding weekends and US/local holidays.
Missed deliveries – Canada
For residential deliveries and where available, UPS may in its sole and unlimited discretion, after the first delivery attempt, deliver the shipment to a UPS Access Point location, where such shipment will be held for pickup. Requests for subsequent delivery attempts are subject to additional charges which will be assessed to the consignee. Call 1-800-742-5877 (1-800-PICK-UPS) for assistance with subsequent delivery attempts. If the shipment is not picked up by the allotted time stated on the tracking information, it will be returned to our warehouse. A re-ship fee will be assessed to re-ship the item(s).
For other shipments, at the discretion of UPS, if you are not available on the first delivery attempt, a note will be left with instructions on how to receive your order. A total of three attempts are made before it is returned to the warehouse. If the shipment is in transit back to the warehouse and you would still like to receive your order, you will have to pay the shipping fee for those items to re-ship.
If you miss the deadline to make arrangements for your missed shipment, you are responsible for the original shipping charges, any import fees that are incurred on the package, and the cost of returning the package to Richway. Upon receipt at the warehouse, you will receive a refund for the item. Any import fees and cost of returning the package will be deducted from your item refund.
Please contact UPS Canada at 1-506-877-4877 with your tracking number for more information regarding your specific shipment.
Refusal of delivery – Canada
If you refuse delivery of any order, you are responsible for the original shipping charges, any import fees that are incurred on the package, and the cost of returning the package to Richway. Upon receipt at the warehouse, you will receive a refund for the item. Any import fees and cost of returning the package will be deducted from your item refund.
Incorrect delivery address – Canada
If the delivery address provided to Richway is incorrect and your order has shipped, there may be an address correction fee assessed by the shipping carrier to make any changes.
If an address error is not corrected before our shipping carrier makes its first delivery attempt, your order may be returned to Richway immediately thereafter. Re-ship fees will be assessed in these instances. Richway's shipping carrier does not hold packages for correction once they have attempted to deliver.
Mainland China
Please contact us at 1-850-348-1541 or email us at info@biomatstores.com for a price quote.
CVC/CCC regulations in PR China require a maximum temperature of 140°F/60°C, so Biomats shipping to China will have a temperature range of 77°F/25°C – 140°F/60°C.
Note: At this time, the Alkal-Life 7000SL Water Ionizing Unit, Bio-belt, BioAcoustic Mat, Alpha Max 3.5, and Detoxi Salt cannot be shipped to China.
For China shipments, the quotes provided for most items* include import fees such as customs/duty tax and VAT.
Most items are shipped using local carriers within the region. Shipping carriers may vary depending on item type and location.
*Items that do not include customs/duty tax and VAT in the shipping quotes are for smaller packages such as Biomat Accessories, Alkal-Life Accessories, and the Rejuvena and its accessories. Import fees for these items are the responsibility of the recipient and are due upon delivery to the recipient. Please check with your country’s customs department for estimates or more info regarding these fees.
Standard orders – China
Shipping time: up to 7-14 business days (excludes weekends, US/local holidays, and based on stock availability).
Orders for items that are in stock are usually dispatched up to 5-7 business days after credit card settlement excluding weekends and US/local holidays.
Missed deliveries – China
At the discretion of the shipping carrier, if you are not available to receive your delivery, your shipment may be returned. If the shipment is in transit back to our warehouse and you would still like to receive your order, you will have to pay the shipping fee for those items to re-ship.
All other international locations (excl. Canada, China)
Please contact us at 1-850-348-1541 or email us at info@biomatstores.com for a price quote. Please have the destination address ready.
Most items* are shipped via UPS and require a signature for delivery. If you are not available on the first delivery attempt, shipment tracking information will indicate the shipment status, and/or a note will be left with instructions on how to receive your order.
For certain locations and items, an alternate carrier may be used.
Alpha Max 3.5 and Mega Bio Cleanse 365 cannot be shipped to locations outside of the United States.
Richway’s shipping quote does not include import fees such as customs and duty tax, VAT, brokerage fees, or any other additional fees on any pickup/delivery charges. Import fees are the responsibility of the recipient and are due upon delivery to the recipient. Please check with your country’s customs department for estimates or more info regarding these fees.
With respect to each item for which import fees have been calculated, you authorize Richway to designate a carrier to act as your agent with the relevant customs and tax authorities in the destination country, to clear your item, process and remit your actual import fees for such item.
If you choose to designate an alternate carrier to act as your agent with the relevant customs and tax authorities in the destination country, to clear your item, process, and remit your actual import fees for such item, Richway is no longer accountable for any issues that may arise.
*Certain low-value, smaller-sized items may be shipped via USPS. Items shipped via USPS include, but are not limited to, brochures, flyers, and other printed materials.
Standard orders – International locations (excl. Canada, China)
Shipping time: up to 14-21 business days (excludes weekends, US/local holidays, and based on stock availability).
Orders for items that are in stock are usually dispatched up to one week after credit card settlement excluding weekends, US/local holidays, and based on stock availability.
Missed deliveries – International locations (excl. Canada, China)
At the discretion of the shipping carrier, if you are not available to receive your delivery, your shipment may be returned. If the shipment is in transit back to our warehouse and you would still like to receive your order, you will have to pay the shipping fee for those items to re-ship.
If you miss the deadline to plan for your missed shipment, you are responsible for the original shipping charges, any import fees that are incurred on the package, and the cost of returning the package to Richway. Upon receipt at the warehouse, you will receive a refund for the item. Any import fees and cost of returning the package will be deducted from your item refund.
Incorrect delivery address – International locations (excl. Canada, China)
If the delivery address provided to Richway is incorrect and your order has shipped, there may be an address correction fee assessed by the shipping carrier to make any changes.
If an address error is not corrected before our shipping carrier makes its first delivery attempt, your order may be returned to Richway immediately thereafter. Re-ship fees will be assessed in these instances. Our shipping carrier does not hold packages for correction once they have attempted to deliver.
FUJI-BIO-RICHWAY GENERAL SHIPPING POLICY
Our shipping charges are based on standard UPS rates to the USA. Please see the Canadian shipping details below. For shipping to any other country please contact us for a quote at 1-850-348-1541 or email us at info@biomatstores.com. All shipping charges are subject to verification, as Richway can change shipping prices without notice.
CONTINENTAL US SHIPPING
Continental US Rates are listed below. For Alaska, there is an additional $25 charge on each item.
Expedited shipping is available for most items with a $25 additional charge per item.
Due to holidays, inclement weather that affects shipping and unforeseen circumstances, there can be delays with orders.
Shipping times for Continental US
All shipping times are based on stock availability. If there is an issue with stock, we will contact you as soon as possible with a revised shipping schedule.
Shipping to an address different than the credit card billing address may delay shipping by up to 48 hours, as the credit card approval process may be slower. You may want to contact your credit card provider address and add your shipping address to your credit card. We may need to contact you to confirm your shipping address, so please make sure your email and phone number are correct.
Standard ground shipping: up to 7-14 business days (excluding weekends/holidays)
Expedited shipping: up to 3-5 business days (excluding weekends/holidays)
To ensure timely delivery for the Christmas period we recommend all orders are complete by December 15.
UPS standard ground shipping information
All order payments must be processed by the credit card company and will be shipped within 48 hours of credit card approval. Standard orders ship Tuesday through Friday, standard holiday dates can delay shipping. Standard shipping can take up to 7-14 business days (1-3 weeks), excluding weekends/holidays.
UPS expedited shipping information.
Expedited orders are shipped with priority. Expedited orders will ship within 24 hours of credit card approval. Expedited orders ship Monday through Friday. Items out of stock (all items can run out of stock without notice) will delay shipping, You will receive a notice as soon as possible if there will be delays. We recommend expedited shipping to receive your order as soon as possible. Expedited shipping can take up to 3-5 days to receive.
Any issues or changes with a credit card, billing address, shipping address, etc., may delay processing and shipping. All shipping times are estimates subject to change.
Delivery and lead time:
UPS does not ship on Saturdays or Sundays (even for express shipping), the actual delivery date may differ from the estimated transit time. For example: expedited orders, leaving our warehouse on a Friday for New York, will not arrive until Monday or Tuesday, even though it has a one-day transit time.
Holiday shipping information:
There are no packages shipped during the statutory Christmas holidays. To receive your packages before Christmas, we recommend you order any items before December 15. We cannot guarantee delivery of any package before Christmas after this date.
No packages are mailed on the following holidays:
- New Year’s Day
- Martin Luther King Jr’s Birthday
- Washington’s Birthday
- Memorial Day
CANADIAN SHIPPING
Richway’s shipping for Canada does not include import fees such as customs and duty, GST, brokerage fees, or any other additional fees on any pickup/delivery charges. Import fees are the responsibility of the recipient and are due upon delivery to the recipient. Please check with your country’s customs department for estimates or more info regarding these fees. Expedited shipping is not available in Canada. Shipping times are 1-4 weeks. All product and shipping prices are in US dollars.
Canadian shipping may be subject to import and brokerage, weather, and other unforeseen delays.