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faq

If your question or answer to your question is not contained on this page, then please visit and search the forum. Our community is very active online and most questions, answers, and opinions can be found in our forum: http://forums.truenutrition.com

Contacting Us

What is the easiest way to reach you guys at True Nutrition?

I sent 2 emails to you and still have not received an answer to my question.

Orders/Order Changes

How do I change my shipping address?

How do I cancel my order?

Do you offer Certificates of Analysis with each order?

Return Policy

Payment Options

What payment options do you offer?

How do I send payments to Paypal?

Do you offer gift certificates/How do I pay with gift certificates?

Im a first time buyer and I was referred to you by someone else who gave me their discount code. Where do i enter the discount code?

Managing Your Account

How do I change my password?

How do I update my E-mail address?

What should I do if I forget my password?

Proteins

What is your most popular Protein?

What are the differences between your various Whey Protein Isolate options?

Where are your products manufactured?

I live in an area with hot/cold weather conditions, will my product denature?

Are any of your whey or casein proteins from organic or grass fed cows?

What is the shelf life for each of your products?

Are your protein materials Instantized?

I am lactose intolerant, which products do you carry that are lactose-free?

Does your protein come with a scoop?

How much protein comes in one scoop?

If I order my protein in food grade bags what do I put my protein in? Can I store it in these bags?

Do the Recession Whey Protein powders come flavored?

What percentage of WPC, WPI, and Hydro Whey are included in your Recession Whey line?

Can your products be used in cooking?

Are casein materials normally chalky?

What is the breakdown of ingredients in your Milk Protein Isolate?

How many grams of material will a standard teaspoon provide?

I am on the road all day. Can I mix all of my protein in the morning and drink it throughout the day?

Carbohydrates

What carbohydrate powders do you offer?

How does True Nutrition's Amylocel Waxy Maize Starch transport protein materials?

What is the Glycemic Index of your Waxy Maize Starch?

Which of your carbohydrates register highest on the Glycemic Index?

Custom Mix Generator

Why can't I add certain supplement materials in the Custom Mix Generator?

What is the nutritional breakdown of my custom mix?

What is the typical recommended ratio of protein to carbohydrates post workout?

Supplements

Does your Creatine require loading?

What is more effective, L-Glutamine or Glutamine Peptides?

Wow creatine ethyl ester has just an awful taste, has it gone bad?

What is the best way to measure supplement materials with mg serving sizes?

What are the gram inclusion rates of the supplements in your Pre-Made Supplement products?

Additives

What is your Protease Enzyme Complex?

What is the breakdown of your Vitamin and Mineral protein additive?

What are the bases for your Vitamins and Minerals in your Mutli-Vitamin and Vit/Min Mix?

Flavoring

What are the ingredients in your Premium Flavor systems?

What are the ingredients in your Natural Premium flavor systems?

What are the ingredients in your standard Unsweetened flavoring options?

Are artificial sweeteners or flavors toxic?

How many calories and carbs are added when I select one of your flavoring options?

Shipping

Do you ship Internationally?

What if my order was left at my door step by UPS but I cannot find it?

Do you offer free shipping?

Can you ship my package using USPS?

How long do orders take to ship?

Why don’t you have a flat-rate shipping charge like other internet supplement companies?

Do you ship to P.O. Boxes?

Why are your shipping rates so high?

Canadian Shipments:

I live in Canada. What is your shipping and turn-around time?

I live in Canada, am I going to be hit with a duty, tax and custom charges?

I live in another country other than the USA and Canada, What are your shipping turn around times?

Privacy Policy

Information We Collect

Cookies

Newsletter

Contacting Us

What is the easiest way to reach you guys at True Nutrition?

Questions? Concerns? True Nutrition Customer Service is here to help! Our friendly and knowledgeable staff is on hand to take care of all of your personal needs. E-mail is typically the best way to have your complex questions answered, but you are welcome to contact us over the phone as well. Our e-mail and phone directory can be found in the Customer Service tab at the bottom of the page.

I sent two emails to you and I still have not received an answer to my question.

We answer every single email that arrives in our e-mail box every day. We have found out through trial and error that some people have set their spam filters too high on their e-mail service and anything containing a company name (such as truenutrition.com) is filtered out. We most likely are getting your e-mails (because we have the filters set at the lowest setting) but you are not getting our return e-mail to you. We have also noticed that e-mail providers such as AOL, MSN, yahoo and hotmail have built in filtering systems and again it puts our e-mail to you (containing @truenutrition.com) into your spam folder.

Orders/Order Changes

How do I change my shipping address?

You can go to My Account and update your shipping address, or specify a different shipping address during the checkout process.

How do I cancel my order?

You will need to send your information to admin@truenutrition.com and that information will be updated for you.

Do you offer Certificates of Analysis with each order?

We do not print hard copies of any of our certificates of analysis to provide in each order unless specifically requested. All certificates of analysis for any of our raw materials are available upon request at any time.

Return Policy

Customer satisfaction is our top priority here at True Nutrition. We hope to ensure that every product purchased through the site will meet your complete satisfaction. As a custom manufacturer of health and nutrition products, however, we are limited in the materials that we are able to accept back as a return, especially when it comes to custom formulas that have been designed by our customers and nutritional products that have had their safety seals compromised. We will allow returns of products that have not been opened, that are non-customizable, and are not in “bulk” or “raw” form. Items may be returned within 30 days of purchase date WITH an authorized RMA# provided by one of our Customer Service Representatives. Please contact admin@truenutrition.com in this event for further instructions. We cannot return any products of customizable nature. These products are specifically designed by the individual buyer of that product. We will though allow returns on customized products, in the rare event the products were mixed incorrectly by True Nutrition's team. We will not be held liable for taste or mixibility issues that result directly from the choices made by our customers when designing their custom protein formulas using our custom mixing options online. 


Please contact one of our Customer Service Representatives in advance before placing a custom mix formula if you have any questions or concerns regarding the taste or mixibility of your new formula. Please contact admin@truenutrition.com at any time with any questions or requests regarding our company return policies prior to placing your order. .

Payment Options

What payment options do you offer?

True Nutrition accepts order payments made by Credit Cards (Visa, MasterCard, Discover, and American Express), Paypal, money order, or check.

How do I send payments to Paypal?

Payments can be made to PayPal (paypal@trueprotein.com). You will be directed to Paypal automatically during the checkout process. 

Do you offer gift certificates?

Yes, we do offer gift certificates in the Accessories & Clothing section, or by searching online.

I am a first time buyer and I was referred to you by someone else who gave me their discount code. Where do I enter the discount code?

You enter the discount code during the checkout of your order.

Managing Your Account

How do I change my password?

You can go to My Account and update your password.

How do I update my E-mail address?

You can go to My Account and update you email address.

What should I do if I forget my password?

If you forget your password, click on the Log In link and follow the instructions under FORGOT YOUR PASSWORD? section. A new temporary password will be sent to your e-mail address.

Proteins

What is your most popular Protein?

Our Whey Protein Isolate Cold-Filtration is a great product and is very popular among our customers. Visit our forum (http://forums.truenutrition.com) for opinions from the community.

What are the differences between your various Whey Protein Isolate options?

The main differences between our various Whey Protein Isolate options are the processing methods by which they are filtered. None of the materials will be processed in a harsh or high-heat environment, however some sources have claimed that the Ion-Exchange processing allows for greater bioavailability while others site the Cold-Filtration method as being the softest filtering environment. The nutritional profiles and amino acid contents of the three materials will be very similar, with small variations.

Where are your products manufactured?

The majority of our protein materials are manufactured domestically in the United States, with the exception of the Calcium Caseinate which is sourced from New Zealand, the Hemp Protein which is brought in from Canada, and the PeptoPro which is brought in from Western Europe.

I live in an area with hot/cold weather conditions, will my product denature?

It takes extremely high heats or extremely high humidity and moisture to cause any denaturation to any of our products. It is very rare for any denaturation to occur whatsoever as a result of standard weather conditions during the shipping of our products. Our products can be refrigerated or frozen as well without concern as long as the materials remain properly sealed.

Are any of your whey or casein proteins from organic or grass fed cows?

True Nutrition currently offers Grass-Fed Whey Protein sourced from r-BGH and anti-biotic free cattle from New Zealand. This material comes from grass-fed cows, and will be undenatured as well as soy-free.

What is the shelf life for each of your products?

Most standard protein, supplement, and carbohydrate materials will have a shelf life of 2 years from the date of manufacturing for optimal results. Liquid products will have varying expiration dates, which will be printed in the batching and lotting information available on the label.

Are your protein materials Instantized?

Yes, most of our protein materials will be Instantized using Soy Lecithin for ease in mixibility.

I am lactose intolerant, which products do you carry that are lactose-free?

We now offer a variety of different options for individuals with lactose-intolerance depending on your degree of sensitivity. Most customers with lactose-intolerance are able to successfully use our Whey Protein Isolate materials, which will only contain trace elements of lactose and not enough to cause a negative reaction. For customers with heightened sensitivity, we recommend using one of the following lactose-free protein alternatives:

  1. Beef Protein Isolate
  2. Gemma Pea Protein
  3. Soy Protein Isolate
  4. Rice Protein Concentrate
  5. Hemp Protein

Does your protein come with a scoop?

No, but you can order one from our site for 0.50 cents or you can use a 1/3 of a cup measuring scoop which is the same size as our standard 70cc scoop. All protein/supplements shipped in jugs, receive a free scoop per jug.

How much protein comes in one scoop?

Well our most common scoop is our 70cc scoop, which comes out to about 25-30 grams of protein per rounded scoop. Other materials like our supplements and carbohydrates weigh a bit more around 40-50 grams per scoop.

If I order my protein in food grade bags what do I put my protein in? Can I store it in these bags?

Most people store their protein in large Tupperware type containers for easy convenience. Some even keep their old protein containers or jugs from us and store their protein in them. Our protein will last in the our food grade bags at least 2 years if stored properly in a dry, dark, cool area. Remember UV from the sun and heat can denature protein.

Can your products be used in cooking?

Many customers currently use our products to increase the protein content in many of their meals. For the best tasting results, we typically recommend using the Whey Protein Isolates. The protein materials should not denature much in temperatures below 400 degrees F.

Are casein materials normally chalky?

Yes, most casein materials will have a much chalkier mouthfeel than the standard whey proteins.

How many grams of material will a standard teaspoon provide?

A standard teaspoon will provide approximately 3-5g of raw material depending on the density of the material.

I am on the road all day. Can I mix all of my protein in the morning and drink it throughout the day?

Typically most protein materials can be mixed in liquid for a period of approx 24hrs without experiencing any denaturation.

Carbohydrates

What carbohydrate powders do you offer?

  1. Waxy Maize Starch
  2. Sweedish Oats Starch
  3. Potato Starch
  4. Maltodextrin
  5. Dextros

How does True Nutrition's Amylocel Waxy Maize Starch transport protein materials?

Though there have been claims that Waxy Maize relies on an insulin spike to transport protein materials into the muscle cells, we promote the supported claims that the material's primary mode of transportation for protein materials is its high molecular weight.

What is the Glycemic Index of your Waxy Maize Starch?

Unfortunately we do not have an exact number or range for the Glycemic Index on this particular product, however it falls into the lower end of the spectrum.

Which of your carbohydrates register highest on the Glycemic Index?

The standard Dextrose and Maltodextrin materials will rate highest on the GI scale, however we now offer Trehalose and Whole Grain Brown Rice Carbohydrate materials that will have similar glucose bonds with high GI ratings.

Custom Mix Generator

Why can't I add certain supplement materials in the Custom Mix Generator?

Certain materials have serving sizes that cannot be accurately achieved in bulk mixes purchased by the pound. There are also specific materials like Caffeine that can be potentially hazardous if improperly dosed, so many of our current supplement options will be unavailable for customization through the site, and must be purchased as bulk free-flow powders.

What is the nutritional breakdown of my custom mix?

The nutritional breakdown of your custom mix can be found in the Custom Mix Generator by recreating the mix online.

What is the typical recommended ratio of protein to carbohydrates post workout?

Most users will take the standard ratio of 2:1 carbohydrates to protein materials post workout. As an example, a customer will typically consume 60g of carbohydrates immediately post workout, and follow that material with 30g of protein 10-15m following their carbohydrates.

Supplements

Does your Creatine require loading?

Our Creatine Ethyl Ester HCL is bonded with esters that allow for assimilation of the material without the addition of any carbohydrate source. Creatine Monohydrate will require a carbohydrate load in order to be effective.

What is more effective, L-Glutamine or Glutamine Peptides?

This has been a long-standing debate for many years, and while there are strong arguments on either side, we do not have proven evidence to support either claim. Each of the two materials will provide similar results.

Wow creatine ethyl ester has just an awful taste, has it gone bad?

Without a doubt, because of how it’s manufactured and derived, CEE is probably the worst tasting supplement around. But on the other hand it works so well for the majority of people. Our recommendation with it is to put it into Crystal Light or (Walmart’s cheaper version of crystal light) Orange Juice flavor and let it sit for about 3 minutes, stir and down it. This seems to do the trick for most people.

What is the best way to measure supplement materials with mg serving sizes?

There is no way to accurately measure some materials with small serving sizes of less than a single gram using a volumetric measuring device. For materials like Caffeine, Yohimbine HCL, or other potentially hazardous materials, we highly recommend purchasing a gram-sensitive scale to ensure that the materials are being dosed properly.

What are the gram inclusion rates of the supplements in your Pre-Made Supplement products?

Our Pre-Made Supplement products like the Buzz Saw, NO Reload, or BCAA Boost are proprietary blends we have created using our own formulas. As such, we are unable to release the specific formula, though the ingredients have been listed in the product descriptions in descending order. We can reveal that the products containing caffeine will contain 250mg of caffeine per serving, and that each of the other ingredients have been added in proven-effective amounts to maximize results and performance.

Additives

What is your Protease Enzyme Complex?

This is an enzyme complex consisting of a proprietary blend of many different digestive enzymes, which help in the digestion and assimilation process of amino acids. The HUT rating and product specifics can be found in the product description at the link below:


http://truenutrition.com/p-1069-protease-enzyme-complex-100mg-capsules-120-capsules.aspx

What is the breakdown of your Vitamin and Mineral protein additive?

The following content is added to each serving of protein powder purchased when selecting the Vitamin and Mineral Mix additive:

107mg / Serv:
Vitamin A Palmitate 5
Ascorbic Acid 25
D-Alpha Tocopherol Succinate 15
Niacinamide 5
D-Calcium Pantothenate 12.5
Pyridoxine Hydrochloride 0.5
Chromium Polynicotinate 0.06
Riboflavin 0.5
Thiamin Mononitrate 0.4
Biotin 0.075
Folic Acid 0.07
Cyanocobalamin 0.0015
Sodium 10
Potassium 27.5

What are the bases for your Vitamins and Minerals in your Mutli-Vitamin and Vit/Min Mix?

Our vitamin and mineral ingredients are only sourced from the highest quality raw material bases found below:

Vitamin A (As Beta-Carotene)
Vitamin C (As Calcium Ascorbate)
Vitamin D (As Cholecalciferol)
Vitamin E (As D-Alpha Tocopheryl Succinate)

Vitamin K (As Phytonadione)
Thiamin (Vitamin B1)(As Thiamin Hcl)
Riboflavin (Vitamin B2)
Niacin (As Niacinamide)
Vitamin B6 (As Pyridoxine Hcl)
Folic Acid
Vitamin B12 (As Cyancobalamin)
Biotin
Pantothenic Acid (As D-Calcium Pantothenate)
Calcium (AS ASCORBATE, CITRATE)
Iron (As Iron Citrate)
Iodine (From Kelp)
Magnesium (As Magnesium Citrate)
Zinc (As Zinc Picolinate)
Selenium (As L-Selenomethionine)
Manganese (As Manganese, Citrate)

Chromium (CHROMATE)(AS CHROMIUM POLYNICOTINATE)
Potassium (As Potassium Citrate)

Flavoring

What are the ingredients in your Premium Flavor systems?

The Premium Flavor line will contain the following list of ingredients:

Ingredients: Natural and artificial coloring and flavoring, Acesulfame Potassium, Sucralose, Modified Food Starch, Silicon Dioxide, Maltodextrin.

These flavor systems will not contain any lactose, soy, wheat gluten, or animal byproducts whatsoever.

What are the ingredients in your Natural Premium flavor systems?

The Natural Premium Flavor line will contain the following list of ingredients:

Ingredients: Natural coloring and flavoring, Stevia natural herbal sweetener, Maltodextrin.

These flavor systems will not contain any lactose, soy, wheat gluten, or animal byproducts whatsoever.

What are the ingredients in your standard Unsweetened flavoring options?

The standard Unsweetened flavoring options will be left completely unsweetened unless you select a sweetener in the Sweeteners drop down menu that appears below the Flavoring drop down menu. The ingredients for the Unsweetened flavors are:

Natural and Artificial flavoring, Modified Food Starch, Silicon Dioxide, Maltodextrin.

Are artificial sweeteners or flavors toxic?

The use of these sweeteners and flavoring ingredients are being used around the world and have been deemed safe for human consumption. Many studies have attempted to prove that the materials are toxic, but that is the choice of the user to define for themselves. Most of our customers do not mind the choice of sweeteners that we currently offer, since we now offer an extensive natural flavoring line using the sweet herbal leaf Stevia.

How many calories and carbs are added when I select one of your flavoring options?

Selecting any of our various flavoring and sweetening options will cause a slight increase in the carbs and calories of the mix. For each 30g serving, the added flavoring and sweetening ingredients will increase the nutritional content of the mix by the following values:

Calories: 4.67
Carbs: 1.14g


Shipping

Do you ship Internationally?

Yes we do provide international shipments using USPS.

What if my order was left at my door step by UPS but I cannot find it?

You will need to contact Customer Service at 760-433-5376. will be able to contact UPS and launch an investigation.

Do you offer free shipping?

We do not offer free shipping on any of our orders.

Can you ship my package using USPS?

We provide USPS shipping options worldwide.

How long do orders take to ship?

We have a strict policy and try our very best to stick to it. If an order comes in before 11 AM PST Monday thru Friday your order should go out the same day. On the rare occasion a product you have ordered is back ordered, we will notify you immediately to see if you want to change your order or if you would like to wait until it comes in. Additionally if you order more than what is backordered, the rest of your order will go out immediately and the remaining part of the order will go out when the backordered item comes in.

Why don’t you have a flat-rate shipping charge like other internet supplement companies?

Some people have 1lb. orders; some people have 100lb. orders. We charge by the weight and zip-code and make absolutely zero dollars when it comes to shipping. Doing our shipping this way, allows us to have the absolute rock bottom prices with our product line. If you can find a company with a total price lower than ours, please email us and we will do something about this.

Do you ship to P.O. Boxes?

We currently ship to PO Box addresses using USPS mailing options. 

Why are your shipping rates so high?

The rates that are currently being offered through the site are actually less than what we are currently being charged, since the shipping generator does not account for the weight of any containers or packaging materials being added to the protein powders. The rates are based on a flat rate for distance, and then prorated per pound shipped. When ordering in small quantities, the initial flat fee will cause a huge increase in cost per pound to ship, however when ordering in bulk this cost is stretched extremely thin, with orders in excess of 15lbs shipping cross-country for less than $1/lb. Unfortunately, unlike many online retail outlets, we only have a single shipping location in Southern California, so many orders will be shipped cross-country from our company headquarters. We have investigated using flat rate shipping boxes through USPS or switching to FedEx, however considering the bulk nature of our merchandise, both options have proven to be even more expensive.

Canadian Shipments:

I live in Canada. What is your shipping and turn-around time?

We use UPS Standard for all packages into Canada, although we do have 2nd day and overnight service as well. Most packages take around 4-7 business days to arrive into Canada. We have worked long and hard to properly bypass many “customs border slow down” run-arounds, and have taken all customs brokerage in house. So your packages is already cleared customs before your package arrives at the border. WE REPEAT, THERE ARE NO ADDITIONAL TAX, DUTY OR BROKERAGE CHARGES. We have taken on all these charges in house and will never be seen by you our Canadian Customer.

I live in Canada, am I going to be hit with a duty, tax and custom charges?

Absolutely Not. We have worked months putting in place the proper in house custom brokeraging to bypass the many “customs border slow down” run-arounds many Canadians have experienced. All customs brokeraging is now in house, where your package is already cleared customs before it even hits the border. WE REPEAT, THERE ARE NO ADDITIONAL TAX, DUTY OR BROKERAGE CHARGES. We have taken on all these charges in house and will never be seen by you our Canadian Customer.

I live in another country other than the USA and Canada, What are your shipping turn around times?

True Nutrition offers international shipments using the USPS Express Priority and Priority Mail options. The shipping costs displayed on the website do not reflect any additional taxes, duties, or brokerage fees that may be applied at the border or at the time of delivery. International customers are required to review the individual customs regulations for their country of import prior to placing an order online. True Nutrition will not be held responsible for any orders that are lost, damaged, seized, or destroyed in transit. True Nutrition is unable to process any address changes once an order has left our facility for International Orders.  

All orders returned to True Nutrition due to an incorrect address or order cancellation will be subject to a $10.00 charge and a 10% restocking fee based upon True Nutrition's discretion.

Privacy Policy

True Nutrition has a commitment to our visitors and customers to keep their information safe. We at True Nutrition keep strict guide lines in doing so and take care to respect the privacy of its online visitors and customers. True Nutrition collects information about our online users only on a voluntary basis, only when a visitor purchases our products or registers with our site. This information is kept safe within our system and is never released, sold or made available to 3rd party entities. True Nutrition, never discloses information regarding our visitors and/or customers, such as name, address, or telephone numbers. We insist our customers’ information is safe.

True Nutrition’s site collects non-personal information from visitors to track the total number of visitors to the site in and to identify the visitors Internet browser type. This information is used solely to better our site for quicker and easier navigation and to better our service to you, our customer.

Overall our goal is to keep your information what it is intended to do, for purchasing products from our online store and processing that order.

Information We Collect

True Nutrition’s online ordering process requires your contact information, i.e., your name, address, telephone number, e-mail address, etc. By providing your contact information, it allows us to process your order and to get products ordered to you, our customers, quickly and safely; plain and simple.

Cookies

True Nutrition’s site uses cookies. They are generally used for making your web visit experience better, and they are needed and used for our shopping cart system. True Nutrition will never disclose our cookies to any third party entity.

Changes to this privacy policy can happen at anytime, but we will be prompt in updating them on these pages.

Newsletter

By creating an account through www.truenutrition.com, you consent to have your e-mail address added to our weekly newsletter. If you would like to have your information removed from our weekly mailings, please contact us directly at admin@truenutrition.com.