Frequently Asked Questions

What are your shipping rates?

Shipping rates are determined after entering your ship locations state, zip code and location type. Your location Type can be residential, commercial (business), PO Box, or Military. Once this is entered our systems determine the cost of shipping your order and it will be displayed on the website.

What methods of shipping do you offer?

  • UPS
    • Ground
    • 3 Day Select
    • 2nd Day Air
    • Next Day Air Saver
    • Next Day Air Early AM
    • Next Day Air
  • USPS Priority mail
  • USPS International
  • FedEx International
  • Methods available can depend on the shipping location selected.

How long does shipping generally take?

We have multiple warehouses throughout the United States. Delivery time highly depends on your shipping location, but in most large urban areas delivery can be as quick as one or two business days when shipping with UPS.

Do you ship on the weekends?

We DO NOT ship on weekends. Orders purchased after 3PM PST on Friday will be fulfilled and shipped on the following non-holiday business day.

Do you ship Internationally?

Yes. We do ship internationally, and we are good at it too!

Has my order been shipped?

You can also view your order’s status in your My Account section within NutraPlanet.com. To view your account information, click on the “Logon” link on the left side of the website and then click on the “Past Orders” link within the Account Menu that will also show on the left side after loggin in.

Will I get a tracking number for my package?

You can also view your order’s tracking information in your My Account section within NutraPlanet.com. To view your account information, click on the “Logon” link on the left side of the website and then click on the “Past Orders” link within the Account Menu that will also show on the left side after logging in.

Do you ship to P.O. Boxes?

Yes, we ship to P.O. Boxes.

Where are your shipping warehouses?

Our warehouse is based out of Burlington, NC.

My order shipped, but has not arrived, what do I do?

If more than 4 full business days have passed since you placed your order and your order was shipped via UPS, please visit our Contact Us page or send an email to our Customer Service Department.

I did not receive my full order, what do I do?

In rare cases an order can be wrongly fulfilled. If your order is complete and there are no additional shipments heading your way please visit our Contact Us page or send an email to our Customer Service Department.

Be sure to include the following in your inquiry:

• Order number
• Email address used to order
• A phone number where you can be reached
• The SKU (on packing slip) or name(s) of the missing product(s)

I received the wrong product, what do I do ?

Please visit our Contact Us page or send an email to our Customer Service Department.

Be sure to include the following in your inquiry:

• Order number
• Email address used to order
• A phone number where you can be reached
• The SKU (on packing slip) or name of the missing product you ordered (UPC number can also help)
• The description of the product you wrongly received. (UPC number can also help)

I received a damaged product, what do I do?

Please visit our Contact Us page or send an email to our Customer Service Department.

Be sure to include the following in your inquiry:

• Order number
• Email address used to order
• A phone number where you can be reached
• Product SKU (on packing slip), and/or product description. (UPC number can also help)

My credit card was charged incorrectly, how do I get this resolved?

Please visit our Contact Us page or send an email to our Customer Service Department.

Be sure to include the following in your inquiry:

• Order number
• Email address used to order
• A phone number where you can be reached

If I get sick taking a product, can I return it?

Unfortunately products can only be returned if they have been NOT been opened. To return an unwanted, unopened product you will be charged a 10% restocking fee and will also be responsible for the shipping charges to ship your product to our warehouse. To initiate the return process please visit our Contact Us page or send an email to our Customer Service Department.

Be sure to include the following in your inquiry:

• Order number
• Email address used to order
• A phone number where you can be reached
• Why you want to return the product
• Product SKU (on packing slip), and/or product description. (UPC number can also help)

If I do not get good results, can I return the empty bottle?

Unfortunately products can only be returned if they have been NOT been opened. To return an unwanted, unopened product you will be charged a 10% restocking fee and will also be responsible for the shipping charges to ship your product to our warehouse. To initiate the return process please visit our Contact Us page or send an email to our Customer Service Department.

Be sure to include the following in your inquiry:

• Order number
• Email address used to order
• A phone number where you can be reached
• Why you want to return the product
• Product SKU (on packing slip), and/or product description. (UPC number can also help)

How do I create an account?

To create an account with us just click on the “Log In” link on the right side of the website.

What are the benefits of creating an account?

• View previous orders, and their status
• Product bookmarking & tagging
• Easily reorder products you’ve viewed or ordered
• Ability to store your information for easy reordering
• Save your catalog searches

How do I know what product is good for me?

Most products in our catalog have a full description, with nutrition facts, warnings, directions, and other helpful information. Within our catalog users also have the ability to post product reviews. For your specific product, if this information is still not adequate, then we recommend doing additional searches for the product information within search engines like google, yahoo, or msn.

How do I search for products?

Use the product search icon on the top right of the website. If you are unable to find what you are looking for try additional searches with different keywords or remove non alphabetic characters.

How do I get information on ingredients and dosage of a product?

Most products in our catalog have nutrition facts associated with them. Click on a product to view its full details.

How do you find product recommendations?

On any product’s detail page there is a tab labeled “Reviews”. Click on this tab to see product reviews by other SmartPowders.com users.

What payments methods do you accept?

We accept three different payment methods:

  • Credit Card
  • PayPal
  • Check/Money order

Mail check to :

NutraPlanet
1130 Cherry Lane
Graham NC 27253

Please contact us with any questions.

Is your ordering system secure?

In this day and age, it must be! Our website uses Secure Socket Layer (SSL) technology to ensure that all order information is securely transmitted. Pages that are secure will have a lock in the address bar of your browser and also display a Comodo Secured logo in the bottom right corner of the browser window. For added security we do not store your credit card number in our systems.

How do you pay by credit card or debit card?

Select the Credit Card payment method and complete the form.

What happens if my credit card declines?

The website will prompt you when this occurs. Read the website’s declined messaging and ensure that all payment information is entered correctly. If after this point you feel that the all information is correct we recommend that you try another debit or credit card.

How do I pay by PayPal?

During your shopping cart checkout there is a payment option for PayPal. The website will prompt you to login if you already haven’t and then you will be asked to login to PayPal to enter your required payment information. PayPal will then navigate you to our order review page where you will complete your order.

Do you store personal information?

Yes, information entered into the website is stored in our secure databases. This information is used to historically record order transaction information and contact you in the event that we have any order or payment questions.

What is your privacy policy?

You can view it here.

Can I return or exchange a product that hasn’t been opened?

Yes, to return an unopened or unwanted product you will be charged a 10% restocking fee and you will also be responsible for the shipping charges to ship your product to our warehouse. To initiate the return process please visit our Contact Us page or send us an email at sales@nutraplanet.com.

Be sure to include the following in your inquiry: • Order number
• Email address used to order
• A phone number where you can be reached
• Why you want to return the product
• Product SKU (on packing slip), and/or product description. (UPC number can also help)

Do you charge a re-stocking fee for returns?

There is a 10% restocking fee in the event that product is returned to us that is not damaged or defective.

How long do refunds take?

Refunds take anywhere from 3 to 5 business days after the product is returned and restocked in our warehouse. Please allow up to 2 weeks for the time of shipment back to our warehouses for a full refund.

What is the best way to contact you?

Our contact us page.

What is the best email address to contact us?

What hours are our customer service centers open?

Monday through Friday 8AM to 5PM PST. Closed for most holidays.

How do I submit website or company feedback?

Please contact at via our contact us web page and leave any comments or concerns.

1 Comments

  1. Joseph guzman
    , 2016-03-24

    Nutraplanet provides the best customer service and has the most unbelievable prices for my vitamin and supplemental needs!

    Quote

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