Account Support

Q: What payment types do you accept?
A: We accept Visa, MasterCard, American Express, PayPal and checks/money orders. Other types of cards such as Discover & JCB Diner’s Club can be used by paying through PayPal. Any check or money orders should be made out to Innovative Ionizing Technologies Inc.

Q: I tried to order but the order didn’t go through. An error code popped up or I got sent back to the order page.
A: If your order did not process it is most likely due to your bank/ credit card rejecting the transaction.

• First make sure your name and billing information matches your credit card.
• If this doesn’t work phone the number on the back your credit card and get the transaction pre-approved, after doing this try putting your order through again.
• This error can occur when trying to pay with PayPal if your funding source is your credit card or when using a credit card directly on our website.
• If you are still experiencing problems please contact us so we can investigate the error.

Q: Why was my credit card declined?
A: This can occur because we are a Canadian company and many credit card companies automatically block any foreign transactions.

Although we are a Canadian company, we ship out of the state of New York where we have a warehouse. You also can pay in US funds.

In order to get your order processed you must phone your credit card company or bank and let them know that you are authorizing this transaction to healthywavemat.com for the total amount.

Due to all the fraud out there many credit card companies are blocking any foreign transaction unless they receive approval by the credit card holder. Once you tell your credit card company that this was a valid purchase by you they will approve of it and you must reprocess your order/re enter your credit card information.

Q: Why was I charged a foreign currency charge on my credit card?
A: This is typically an exchange fee or International Service Assessment (ISA) fee charged by your bank of 1-3%. Our head office is in Canada so occasionally some customers in the USA or other countries encounter these fees. This is a discretionary charge some banks / credit cards choose to charge but not all do because we are considered an "international" merchant. We suggest making sure you use a credit card that does not charge this fee or pay with PayPal. While the trend for credit cards is switching away from these fees some still charge them. For more resources on credit card that do not charge these fees please see this article on “Best No Foreign Transaction Fee Credit Cards”.  If you do encounter one of these fees sometimes your bank will reverse them if you ask.

Q: How can I check the status of my order?

• Click “Log In” in the top right hand corner
• Go to “My Account”
• Click “View” under Previous Orders
• Scroll down until you see “status History & Comments”
• If your order has been shipped you will see a status update with your tracking number

Q: I am having trouble logging into my account
A: Please make sure you are using the correct email; if you forgot your password you can click here to reset it.

Q: I didn’t receive an email of my order confirmation or password reset.
A: All these emails are generated automatically by our system. Please check your junk or spam folder; if you cannot find it there you may have entered your email incorrectly.

Q: I placed an order but haven’t received any confirmation or it hasn’t been shipped.
A: Check under your account to make sure your order was processed and you can check the order status. If you don’t see your order it is possible your payment did not process or the order procedure was not complete.