COVID-19 IMPACT ON SHIPPING

Frequently Asked Questions

Customer Support

What are your hours of operation?

We’re in office Monday through Friday between 8-4pm PST with the exception of all Federal holidays.

I have a question. How can I reach your team for support?

Questions? Concerns? We’re 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.

760-433-5376
info@truenutrition.com

Submit a Customer Support ticket here.

My package says it was delivered, but I haven’t received anything yet. / I think my package is lost. What can I do?

If your package shows it has been delivered but has not, we recommend waiting a day or two to see if it turns up. You can check with neighbors, leasing offices or communal areas (if applicable) or any areas surrounding your delivery address to see if it has been hidden to deter theft. If you’ve exhausted all these resources and waited, please have your order number ready— email us at info@truenutrition.com or give us a call at 760-433-5376 so we may begin the Trace Investigation process with the shipping carrier.

My order arrived incorrect. How can this be resolved?

Oh no! We’re so sorry to hear that. Please snap a few photos and keep your product in its original packaging. You can reach out to Customer Service via phone (760-433-5376) or email during normal operating business hours and we will be happy to get this resolved for you. Please have your order number handy. :)

I love your products! Do you have an Affiliate Program?

We sure do! Click here for more information.

I forgot to add something to my order. Can you help with that?

Unfortunately, we are not able to modify an order once it has been submitted. If your order has not yet processed or shipped, we are more than happy to cancel/refund it so you may make the necessary changes— simply contact us during normal operating business hours and we will gladly help you out.

I forgot to enter in my discount code. Can you apply it for me?

Oh no! We’re so sorry about that. :( Once an order has been submitted, we’re not able to edit it further— so we’d unfortunately not be able to retroactively apply any promo codes to any existing orders.

Can I use more than one discount code?

Only one discount code may be used per order, we apologize for any confusion.

My Account

Help! I can’t remember my password.

Not a problem! Simply click ‘Reset Password’ when logging in to your account, or contact our team via email or phone and we can manually reset your password as well.

Tip: When prompted for your ‘old password’ you will use the one temporarily provided to you.

How can I change my email address?

Send an email to info@truenutrition.com and let us know your current email as well as the one you’d like it changed to and we will update your account for you.

How can I update my password?

You can access the My Account portal and update your password at any time online.

I want to reorder my mix, but I forgot the recipe. How can I do that?

Once you’re logged into your account, you’ll be able to view previously ordered mixes and products. Simply click ‘Reorder’ to add to your cart and check out whenever you’re ready. Please note that orders submitted while not logged into an account will not be available to view.

Orders & Order Status

My order says it’s being processed. How long does this typically take?

We’ll send you a confirmation email as soon as your order has been submitted, and another with tracking information when we begin production on your order. Most orders are processed within 24-48 hours, so long as there are not any active promotions or holidays. Please see our update regarding COVID-19 here.

My order has already shipped, but I need to change my address. What can I do?

Unfortunately, we are unable to modify an order once it has been submitted. If your order has shipped UPS or FedEx, we can try to redirect the package while in transit, which would be subject to an additional fee.

How can I cancel my order?

Order cancellations must be done within 30 minutes of submitting the order and can be done so via email or phone. Please note our hours of operation, as we are not in office over the weekend.

Your website mentions 3rd party testing. How can I obtain a report?

Send us an email, we’re happy to help! Simply let us know which material(s) you’re interested in viewing reports for, and we will email you the most recent lab report.

Which payment options do you offer?

We currently support major credit/debit cards (VISA, Mastercard, Discover, AMEX), PayPal and AmazonPay.

Shipping & International Orders

What shipping methods do you offer?

We use USPS, FedEx and UPS as our shipping carriers for standard, flat-rate shipping. Expedited options are available at checkout for our customers within the contiguous USA— 3 day, 2 day and Overnight.

When will I receive my order?

Once your order has been processed, most orders are delivered within 5-7 business days. There may be delays experienced from time to time, related to promotions or conditions out of our control (i.e. weather or shipping carrier delays).

How can I track my package?

We’ll always send you an email with tracking information, or you can log into your account as well. Please note that only orders submitted while logged into an account will have access to order history and tracking details.

What shipping method do you use for international orders?

We utilize a freight shipping system with UPS to transport all packages into Canada. All other international orders are shipped via USPS.

Help! My package seems to have made its way into my home country, but I can no longer track it.

Every country has their own unique customs fees and policies, and sometimes packages are stuck in customs waiting to be released. We advise tracking using the provided USPS tracking number with your country's main postal service for further insight once it has crossed the border.

Return Policy

What is your Return Policy? Any custom item ordered in a single pound can be returned within 30 days of purchase, so long as 60% remains in the package. Supplements can only be returned if they are unopened and in their original packaging within the 30 day timeframe.
More on our Return Policy here.

 

What if I don’t like my Custom Mix?

We recommend ordering your custom mix in a single pound prior to committing to a larger size. This is to ensure that you love the flavor, and that it agrees with your unique body chemistry.

Do you offer exchanges?

Unfortunately, due to the custom nature of our products, we do not offer exchanges. Any item ordered in a single pound can be sent back as a return, and store-credit will be issued upon receipt.

Do you provide return labels?

Returns must be sent back to us at the expense of the customer and must be authorized by our Customer Support team. Please reach out to info@truenutrition.com to request an RMA number.

Custom Mixes

What’s the difference between TrueFlavor and non-TrueFlavors?

Our TrueFlavor options will use Stevia as a sweetener, and our non-TrueFlavor options will use Sucralose as a sweetener instead.

What’s the deal with Boosts?

We offer a variety of add-ins to boost the nutritional value of your mix. Our current line-up includes: Multivitamin/Mineral, Branched Chain Aminos, Essential Aminos, Electrolytes, Protein Enzyme, Carb Enzyme, Probiotics, Collagen and SuperGreens.

More information regarding our Boosts & Additives here.

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

The Custom Mix Generator is strictly intended for food-grade protein, carbohydrate, and fat powders. We are unable to customize any other nutritional supplements using this tool.

How can I view the nutritional breakdown of my Custom Mix?

When creating your Custom Mix in the Generator, you can view your basic macronutrients from the default screen. You also have the option of clicking ‘View Nutrition Facts & Ingredient Listing” for the full breakdown and nutrition facts label.

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.

Proteins

What is your most popular protein?

Depending on your diet, our best-sellers are our Whey Protein Isolate Cold-Filtration, Pea Protein Isolate non-GMO, Grass-Fed Hydrolyzed Beef Collagen, and Egg White Protein.

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

The main differences are the processing methods by which they are filtered. The nutritional profiles and amino acid contents of these materials will be very similar, with small variations. Our rBGH/Soy Free Whey Protein Isolate is derived from cows that are grass-fed while weather permits, and which are not administered hormones or antibiotics, making it one of the cleanest whey protein isolate materials on the market!

Can your products be used in cooking?

Absolutely! 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 Whey Protein Isolates or our Grass-Fed Hydrolyzed Beef Collagen. The protein materials should not denature much in temperatures below 400ºF. Vegan and vegetarian health enthusiasts will often use the Pea Protein Isolate for the same effect.

What is the shelf life for your products?

Most protein, supplement, and carbohydrate materials will have a standard retest date of two years from the date of manufacturing (DOM) printed on the label to ensure that the nutritional content of the materials continue to meet label claims.

Does True Nutrition offer any Grass-Fed options?

You bet! We offer the following Grass-Fed proteins:

• Grass-Fed Whey
• Grass-Fed Hydrolyzed Beef Collagen
• Grass-Fed Beef Protein Isolate
• Grass-Fed Whey Concentrate
• New Zealand Grass-Fed Whey

Which proteins do you offer that are dairy-free?

Plant-based proteins include: Pea Protein Isolate non-GMO, Soy Protein Isolate non-GMO, Rice Protein Concentrate, Hemp Protein, and Alfalfa Greens Protein.

Other options include: Egg White Protein, Grass-Fed Beef Protein Isolate, and Grass-Fed Hydrolyzed Beef Collagen.

Are your protein materials Instantized?

Yes, many of our protein materials will be Instantized using Soy Lecithin or Sunflower Lecithin for ease in mixibility. These ingredients will be listed in the ingredients in each individual product page, as well as on the finished product label.

Carbohydrates

What carbohydrate powders do you offer?

• Waxy Maize Starch
• Swedish Oats Starch
• Sweet Potato Powder
• Maltodextrin
• Dextrose
• ModCarb

Which of your carbohydrates register highest on the Glycemic Index?

The standard Dextrose and Maltodextrin materials will rate highest on the GI scale.

Packaging

What packaging options do you offer for your bulk materials?

We offer a mylar bag packaging for .25¢/lb or a plastic jug packaging for .75¢. Both will come with a scoop for easy measuring.

I live in an area with hot/cold weather conditions. Will my product denature in transit?

It takes extremely high heat or 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. For storage purposes, we recommend storing each of our materials at room temperature in a tightly-sealed environment that is outside of direct sunlight.

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