Frequently Asked Questions

Returns & Cancellations

1. How do I cancel the item(s) I ordered?
2. I no longer want the item(s) I ordered, but it's already been shipped. How do I return orders to Nutricity.com?
3. Oh no! My order was received damaged! What do I do now?
4. Do RMA labels cover international orders?
5. I am unable to view or print out my RMA label. Is there any other way to send my package back to you?
6. I've lost my label and/or need a new one. How can I get a new label?
7. How long will it take for you to process the return and refund?

1. Q: 1. How do I cancel the item(s) I ordered?

   A: If you need to cancel an order you placed for any reason, contact one of our Customer Service reps as soon as possible. If your order has not already been processed, we will certainly be able to cancel your order. Please be aware that many of our orders are quickly processed and shipped out after the order is placed, and it may not be possible for us to cancel the order.

2. Q: I no longer want the item(s) I ordered, but it's already been shipped. How do I return orders to Nutricity.com?

   A: So you've changed your mind about a product, or maybe you no longer need it? We at Nutricity.com understand that things happen, and we have made it easy for you to return your unused item(s) for a refund if returned within 14 days of purchase. In order to return a shipment you must obtain prior authorization before sending any item back by emailing us at Returns@Nutricity.com. Please be specific in your request and include your order number as to assist us in processing your return both efficiently and accurately. Items that have been opened, tampered with, damaged, or are incomplete upon return, without prior authorization will not be eligible for a refund. *Nutricity cannot exchange items for different products or sizes. We are not able to accept returns on orders of 12 or more of one item. We are sorry for this inconvenience, but we cannot make exceptions regarding this policy at this time. All returning orders are subject to a 15% restocking fee. This is considered to be a standard refund. Return shipping costs for general returns are not covered. If you do believe a mistake on our part has been made, please let our Customer Service team know so we can help you. If we can determine that we have made a mistake, we will cover your return shipping with a free, prepaid label! (See next question.) Due to food tampering laws and sanitary reasons, all sales of grocery items and cosmetics are considered final and are not eligible for general returns.

3. Oh no! My order was received damaged! What do I do now?

   A: While Nutricity.com always strives to deliver your packages in perfect condition, unfortunately, problems sometimes arise. Don't worry, though, because we're here to help! Contact one of our Customer Service reps about the problem, and they will be able to work with you to determine what needs to be done. If the order is damaged, you will likely be asked to provide pictures of the issue you have with your order, and we ask you to not discard the items until we are able to submit the claim, we will NOT require the items back as a return. If possible, please include pictures in your initial e-mail to ensure that we can help you in the fastest way possible. Once this information is received we can process a claim, and see if a new order or a refund should be issued.

4. Do RMA labels cover international orders?

   A: If there is an issue with your international order, we do ask that you contact our Customer Support team, and we will assist you with this matter directly.

5. I am unable to view or print out my RMA label. Is there any other way to send my package back to you?

   A: While it is unusual for this to happen, you may not have the correct software installed to view the return label attachment. Please be sure that you have the correct software and that it is up to date. If you are still unable to view your label, contact Customer Service and they will do their best to assist you with your problem.

6. Q: I've lost my label and/or need a new one. How can I get a new label?

   A: Because Nutricity Customer Service e-mails RMA's to our customers, we do keep them on file, and would be happy to send the RMA again. An RMA label may only be used once to ship a package. If you have any questions, please don't hesitate to let Customer Service know!

7. Q: How long will it take for you to process the return and refund?

   A: Once the items are received and inspected, we will process your return and issue any refunds if applicable within one week. You will receive an email confirmation on the returned items.
   
   For your safety, refunds can only be applied to the original payment method. Depending on your bank and/or credit card provider, returns may take an additional 3 to 5 business days to post on your account. You will receive an email stating the amount of the refund and when the refund was processed for our accounting department.