Contact Memodyne Support: two desks, and which one you need

The split is not bureaucracy. The website mailbox has no connection to the seller's order system and genuinely cannot look anything up.

Supplement buyers are a target for follow-up fraud, and the pattern is consistent enough to be worth describing so it can be recognised.

The approach usually arrives days or weeks after a genuine order, by telephone or email, from somebody who appears to know what was bought. It asks for a card number to process a refund, or for a fee to release a parcel, or for a confirmation of bank details before a payment can be reversed. It is convincing precisely because the order was real.

Nobody at this desk or at the seller's order desk will ask for a card number, a security code, a bank account or a password, by telephone or by email, for any reason. A refund is issued back to the card that paid, which requires no new details at all. There is no release fee on any parcel, and no payment is ever taken on this website.

If a message like that arrives, do not reply to it. Telephone the order desk on +1 (302) 200-3480 using the number printed here rather than any number in the message.

• No card number, ever, by telephone or email.
• No security code, no bank account, no password.
• No fee to release a parcel. There is no such fee.
• No payment taken on this website at any point.
• A refund goes back to the card that paid, needing no new details.

Support queues on both sides of this arrangement are answered in the order things arrive, so the only variable a sender controls is whether a reply can be written without asking a question back.

Lead with the order ID. It is the single identifier that finds a purchase, and a message without one turns a two-minute answer into a round trip of at least a day. Put it in the first line rather than at the foot of a paragraph.

State what you want to happen rather than what went wrong. Tracking has not updated and I would like to know where the parcel is, or I would like to start a refund, are both easier to action than a description of a problem with no request attached.

Send one message to one desk. A query sent to both mailboxes is answered twice, slowly, by two people who cannot see each other's reply. And attach a photograph wherever the subject is physical: a damaged bottle, a printed panel, a label that differs from this site.

• Order ID in the first line, always.
• The email address used at checkout, if it differs from the one you are writing from.
• What you would like to happen, stated as a request.
• One message to one desk rather than the same message to both.
• A photograph wherever the subject is a physical bottle or a label.

• The order ID from the confirmation email. It is the only reliable way to find a purchase.
• The email address used at checkout, which may not be the one you read mail on.
• The tracking number, if the question is about a parcel.
• The date of purchase, because the window runs from it rather than from delivery.
• A photograph, if the question is about a bottle or a printed panel.