FREQUENTLY ASKED QUESTIONS

Shop Dukan Diet

What is Shop Dukan Diet?

ShopDukanDiet.com offers additional resources to accompany you during the various phases of The Dukan Diet™ including giving you convenient one-stop access to all our products, natural food supplements and weight-loss tools. These products are selected based on quality, health benefits and affordability.

Do I have to be a Coached Member to make purchases from your online store?

No, you do not need to be a Coached Member of www.dukandiet.com to make purchases.  However,  Coached Members receive a 10% discount on all products sold in the online store (shipping & handling not included).

I am a coached member but haven't received the 10% OFF on my order?

If you are a coached member, you need to create a free account in the shop, and use the same email address as you use for coaching, or else the discount in the shop will not apply.  Please allow a 48-hour period after you subscribe with Dukan Diet Online Coaching before the discount on the shop applies.  If you have subscribed recently and just placed your order, please contact us at shop@dukandiet.com.

What if I have a question about the Dukan Diet?

You can go to www.dukandiet.com, send an email to contact@dukandiet.com or you may contact the Dukan Diet™ Customer Support Team Monday to Friday, from 9am to 6pm EST toll free at 1-855-DUKAN4U (1-855-385-2648), excluding US Holidays for any questions concerning The Dukan Diet or if you need assistance when registering for a coaching program.

Are your products right for me?

All food products are safe for people of all ages.  Our supplements are intended for use only by healthy adults and not minors under 18 years of age, pregnant women, or individuals with any type of health condition, including insulin dependent diabetes, bulimia nervosa, heart or kidney failure, and depression. Such individuals are advised to seek professional medical advice prior to initiating any type of weight loss program or regimen. 

My family is not on the diet, can they still eat your products? 

Absolutely! All Dukan Diet food products are suitable for consumption by all family members with no known food allergies, and make a healthy addition to any dietary regimen. Please note, that Dukan Diet supplements are not recommended for children under the age of 18. 

What if I need assistance with my order?

If you need personal assistance when ordering, please call us toll free, Monday through Friday, from 9am to 6pm EST at 1-855-DUKAN4U or (1-855-385-2648), excluding US Holidays.

My Account

I am a first time user – do I need to create an account?

Yes.  By creating an account, this will enable you to check out easily for your current and future orders and will allow you to receive special offers from us.  We do not store any credit card information.

How do I create an account?

To create an account, simply go to the My Account bar in the upper right corner of the site and click on “First visit? Sign up" to fill out the registration form for new users.

Is my personal information secure?

All the information you provide when visiting the site www.shopdukandiet.com is strictly confidential. The site is completely secure and independent and has a thorough privacy policy which you can read here.  We do not sell or share ANY of our user/client/member information with anyone.  We use Authorize.net as our credit card processing system, so all your information is secure.  We do not store any credit card information.

What will I find in "My Account"?

History and details of your orders.

In this section, you can easily view your order history. You can also print your invoice by clicking on "Download your invoice in PDF format".

Your personal information

You can modify your personal information here including: Yourname, email address, password and the subscription status (subscribe / unsubscribe) of our newsletters.

Your addresses

You can change an existing address or add a new address for shipment or billing by clicking on "Add an address".

Manage My Account

This page includes all the information concerning your customer account:

Your Discounts.

My Orders

How do I place an order?

To order, simply add your items to your shopping cart using the "Add to cart" button shown below each item. You can modify the quantity according to your needs.

You can always view your order by clicking on "Cart" at the top right of the page and you will see your order summary. By clicking on "Confirm your order", the delivery address will appear. Here, you can choose one of your shipping addresses in the dropdown menu, or add a new address.

Choose from the shipping options. Please read and the Terms and Conditions of Sale and click on the box in order to continue.

NOTE: Once your order is confirmed, the shipping address cannot be changed! Please contact UPS or Fedex with your tracking number as soon as possible.

What if I cannot find a specific item?

You can search for a product at any time by using the search box in upper right hand corner of the page.

What happens after placing an online order?

You will receive an email confirming that your order has been placed and is being processed; you will subsequently receive an email confirming that your payment has been received. Your order will be shipped as soon as possible.

For more information on the delivery of your package, view our delivery information.

While trying to place my order, my connection was interrupted. Will my order be processed?

Your order will be processed if you receive a confirmation screen that says “Your order has been completed. Thank you very much!”  If you do not receive a confirmation and have registered an account with us, you can go back to your cart again to re-enter a payment.  

What happens if my payment was declined?

If your payment was declined, your order will not be processed. You will need to place a new order and contact your bank to see why the payment was declined.

What do I do if I want to add an item?

If you have already received confirmation that your order has been placed, you will have to place a new order to receive an additional item.

How do I cancel my order? 

You have the right to cancel your order and return the products within fourteen (14) business days (not including weekends and bank holidays) after you receive them. You must contact us as soon as possible after your receipt of the products. You can contact us through our site in the “Contact us” page or by telephone at: 1-855-DUKAN4U (1-855-385-2648). After the return period has expired, all sales are final, and we will not accept returns or issue refunds.  

What if I want to return or exchange a product?  

If you receive a product and believe that it differs substantially from the product description, you will be to return the product to us for a refund or replacement by following the instructions below.

If you return the products for any reason, you will be responsible for the return shipping charges. Upon receipt, we will inspect the item(s). If we are satisfied with the product upon inspection, we will issue a refund in the amount of what you originally paid to us, less the shipping charges and a 20% restocking fee (based on the price of the products).  You will receive your refund within 30 days from the date the returned merchandise is received by us and the refund will be issued via the same payment method you used for the original order.

Products must be returned to us in their original packaging and at your expense. Your failure to comply with this return policy may delay the processing of your return and of any refund, or replacement.

What should I do if I do not receive acknowledgement that my order has been placed?

If you do not receive a confirmation email, please contact us using the "Contact us" section, or toll free by phone at 1-855-DUKAN4U or (1-855-385-2648) Monday to Friday, from 9am to 6pm EST by, excluding US Holidays.

How do I obtain an invoice? 

Once your order is confirmed, you can find your invoice online in the "History and details of my orders" section of your Account.

Are sales taxes included?

Sales tax is only applied to order shipping to New York State and Missouri.  Sales tax are also applicable on shipping and handling fees.

Payment

What payment methods do you offer?

We accept Visa, MasterCard, American Express, and Paypal.   

Are online payments secure?

Yes.  All information about your order, including online payment by credit card, is protected.   We do not store your credit card information.

Delivery 

Where do you deliver?

We deliver anywhere in the Continental US, as well as Alaska and Hawaii.  We do not deliver to Puerto Rico or other US territories).  For Canada, see below.

Do you deliver to Canada?

CANADA - Great News! For our Canadian customers, we are proud to announce that we have opened a brand new website entirely dedicated to you today Sunday, February 24, 2013 at www.shopdukandiet.ca.

What are the delivery options?

Packages are shipped by UPS and delivery can be tracked at www.UPS.com or www.fedex.com by entering the tracking number you received in the shipping confirmation email informing you that your package was shipped from our warehouse.

How long will it take to receive my order?

Your order is processed within 24 hours (Monday – Friday, or next business day on weekends). Please refer to the map for transit time for all UPS Ground orders.  UPS Next Day will be delivered by the next business day. 

Can I choose where to have the package delivered?

At the time of your order, you can specify a shipping address other than your billing address.

My order has been shipped and I have noticed a mistake in the shipping address.

We suggest that you contact UPS or Fedex quickly to alert them of the error, so that they can redirect the order if possible.

What happens if I am not home at the time of delivery?

If you are not home or the carrier is unable to make the delivery, UPS or Fedex will either leave a delivery notice with their contact information so that you can reschedule the delivery or will leave the package at your front door.  Delivery is trackable online at www.UPS.com.

What if the package I received is damaged?

In the event that a product is damaged or faulty upon delivery, please contact us to report the problem, and return the product to us in accordance with our return policy as described above. Upon inspection of the product(s), if we deem the products damaged or faulty, we will either offer you a refund, replacement or an exchange. In this event, we will reimburse you for the cost of the return shipment.

I am not satisfied with my purchase and I would like to return it. How should I proceed?

You have 14 days from the date of delivery to return your purchase, in accordance with our general conditions of sale. In order to do so, you must return the item in its original packaging in perfect condition for resale (unopened, not damaged or soiled); you are responsible for the cost of return shipment. To return a product, please contact us via the "Contact Us" section.

Opened products cannot be returned or exchanged unless they are faulty or damaged.