Buy Nutritionals FAQ for Basic Information about Company & Products

You can shop at www.buynutritionals.com with confidence. We have partnered with Paypal, a leading payment gateway since 1998, to accept credit cards and electronic check payments safely and securely for our customers.

The Paypal Payment Gateway manages the complex routing of sensitive customer information through the electronic check and credit card processing networks. The company adheres to strict industry standards for payment processing, including:

128-bit Secure Sockets Layer (SSL) technology for secure Internet Protocol (IP) transactions.
Industry leading encryption hardware and software methods and security protocols to protect customer information.
Compliance with the Payment Card Industry Data Security Standard (PCI DSS).

For additional information regarding the privacy of your sensitive cardholder data, please read the Paypal Privacy Policy

I don't wish to give my credit card information online. Are there other ways to order?

At Buy Nutritionals Direct, you can shop any way you want. If you don't wish to shop online, you may order by phone by calling toll-free at: +61 280 152 055.

B) Products

Which product is right for me?

You may start your research using our product information pages for each product. Please check with health care professional for guidance.

Where are your items manufactured?

All Buy Nutritionals Direct nutritional products come from a state-of-the art manufacturing facility at USANA Health Sciences in Salt Lake City, United States.

How can I view the Supplement Facts for an item?

Most of the products on our website have detailed supplement facts available. Click on the Supplement Facts tab under the product image on the product page to view. If supplement facts are insufficient, please contact us at +61 280 152 055 for more information.

I have the catalog item number of the product I'd like to purchase. How do I order it?

Look for the “Search by keyword or Item#” which you will find under the shopping cart image on the top right side of the home page. Enter your item number and press search. You'll be linked to a page where you can find the product you want to buy. The rest of the checkout procedure is the same.

How do I find information about a product?

There are several ways to find information on all of our USANA products:

Use our search engine: Located at the top right corner of each page, our search engine is specially designed to let you filter or narrow down your searches based on a variety of criteria. Enter a keyword for a particular product and you will be taken to the product information page.
Click on our menu: Located at the top of the page, our quick menu links will help you find what you need in a flash.
Browse and learn: Click on the "Product Information" tab on the products page to view detailed nutrition and ingredient information.

Still need help? Please contact us at +61 280 152 055.

A product I wish to buy is out of stock. Can I still order it?

If an item is backordered, we will ship the balance of your order immediately and send your backordered item when it becomes available at no additional shipping charge.

A product I wish to buy has been discontinued. What can I do?

We’re sorry, but we are not able to order products that have been discontinued.

C) Order Status

How can I find out the status of my order?

You can call our support line at +61 280 152 055 or email us at [email protected]. Your initial order is processed within 24-48 hours. Then it will 3-6 business days to reach your residence. We ship packages Monday through Friday except for holidays and weekends.

Will I be notified when my backordered item will be available or if the expected ship date changes?

If one of our items is on backorder we will notify you via email on when we expect the product to be available.

I'm missing an item from my order. What do I do?

If an item has is missing from your order please

Check your invoice to ensure that missing item is not on backorder.
Check your email confirmation for possible multiple tracking numbers.(order may have been sent in multiple packages)

When will my order ship?

Your order will be shipped within 24-48 hours of your initial order during business hours.

My order needed verification; will it ship today?

If your order is held for verification purposes (most commonly billing or address verification) it will ship as soon as we can resolve the issue. This often involves getting clearance from banks or additional information from you.

My order has a backordered item; will it ship today?

Unfortunately no. An item that is out-of-stock requires more time to process. Backordered items will be delayed for as long as it takes for us to get a new shipment of the product.

D) Pricing

What is your price policy?

Buy Nutritionals Direct offers competitive prices for all of our items. Our prices are 10-20% lower than the retail prices offered on the corporate USANA website. We are a USANA Independent Distributor that offers USANA nutritional products at the lowest price. We will frequently run special promotions and product discounts.

When do the promotions and prices on the website change?

Prices on our website can be updated at any time and may change for weekly and monthly specials.

E) Accounts

Do I need to set up an account to shop on the website?

If you want to purchase products online you must set up an account. However, you don't need to set it up until you are ready to check out. Until then, you may browse, learn, and comparison-shop as long as you like.

I have changed my address, email address and/or credit card. How do I change my account information?

Click on the "My Account" option at the very top right of the home page. Log in using your current email address and password. You'll then be able to change your account information, including credit card, billing and/or shipping address, email address and password. You can also access our Quick Reorder feature and view your order history.

I've forgotten the password for my account. What should I do?

Click on the "My Account" option at the very top right of the home page. Scroll down to the "Forgot Your Password" section and follow the directions for receiving a new password instantly via email. Still have questions? Please contact us at +61 280 152 055.

How do I "Sign out" of my account?

If you are using a public computer, you will want to log off, or "Sign out" of your account, before you leave the computer. You'll be able to tell if you are signed in by the options you see in the right-hand column of help:

If you are signed in: Your account name and a "Sign out" link will appear below the header in the upper right hand corner of our help page and the same place on the "my account" page. You can click the "Sign out" link at any time to exit your account.
If you are not signed in: The "Sign out" link will not be available.

F) Ordering and Payment

How do I place an order?

To place an order using your shopping cart, follow these simple steps:

Add items to your cart by clicking the Add to Cart button displayed along with the product description.
When you have added all of the items you wish to purchase to your cart, click the Checkout button on either the shopping cart page or the top right corner of the page you are using.
Enter your billing, shipping and payment information as directed.
Confirm your order by clicking the SUBMIT ORDER button located at the bottom of the confirmation page.

If the status of my order is "Open" what does that mean?

An order in open status is an order that is being processed but hasn't shipped yet.

Can I make changes to my order after I have submitted it?

We work hard to get your orders processed as quickly as possible. Due to the speed of most of our shipments, we are not able to make any changes once the order has been submitted.

Can I cancel my order once it has been submitted?

We work hard to get your orders processed as quickly as possible. Due to the speed of most of our shipments, we are not able to cancel orders once the order has been submitted.

When am I charged for the items that I ordered?

Your credit card is charged on the same day that you make your order. If you have a backorder item on your order your credit or debit card will receive an authorization for the full amount of the order including the backorder item. The backorder item will ship as soon as it is available.

I order the same products each time. Can I be set up to receive them automatically?

If you are looking to receive products automatically consider our Preferred Customer Program. There are no sign up or annual fees to enroll in USANA's Preferred Customer Program. Membership is completely free. You will have access to all USANA's nutritional products at the absolute lowest price. Your orders will be processed within 24-48 hours and shipped directly to your home. Click Here to become a Preferred Customer.

Can I view orders I've placed in the past?

Yes. Click on the "My Account" option at the very top of the home page. Log in using your email address and password. You'll then be able to view your order history.

Will you notify me if there are problems with my order?

We will immediately notify you by email of any complications with your order, including backorders and credit card authorization issues.

What forms of payment do you accept?

We accept the following credit cards:

Visa
MasterCard
American Express
Paypal

Do I need to pay sales tax with my order?

Residents in some states must pay applicable sales tax for certain types of products. To see if your order will be charged sales tax, please click here; or refer to your local sales tax rate as applicable.

G) Shipping

When will my order ship?

Your initial order will process within within 24-48 hours and standard shipping will take between 3 - 6 business days to reach your residence. We ship packages Monday through Friday except for holidays and weekends.

Where are you shipping my order from?

Most packages are fulfilled and sent from Salt Lake City, UT. In some cases, packages may be sent from the offices of Buy Nutritionals Direct which will result in even faster shipping.

What shipping carriers do you use?

Most packages will be sent using UPS Preferred Track (5-7 business days) or Expedited USPS Priority Mail (3-5 business days).

What are your shipping options? How much does each cost, and how long will it take?

All orders shipped within Australia will be charged a standard shipping fee. Your initial ordExpedited shipping is available for an additional fee. Your expedited package will arrive within 3-5 business days. We ship packages Monday through Friday except for holidays and weekends.

Will you notify me when my order has been shipped?

You will first receive an email confirming your order, and then another email notifying you when your order has been shipped.

Can I ship to an address other than my own?

Yes. When you go through the order checkout process, you will be able to enter separate addresses for billing and shipping.

H) Return Policy

What is your return policy?

Customers who order directly from our website are eligible for a 100 percent, 30-day, money back guarantee on their initial product order. If for any reason the customer is dissatisfied with any USANA product, he/she may return that product to Buy Nutritionals Direct within thirty (30) days for replacement, exchange, or full refund of the purchase price. The customer must be responsible for shipping their package.

You should expect to receive your refund within 2-3 weeks of shipping your package, however, in many cases you will receive a refund more quickly. This time period includes the transit time for you to ship us the package (5 to 10 business days), the time it takes us to process your return once we receive it and the time it takes your bank to process our refund request (within 5 business days).

If you need to return an item, simply call us at +61 280 152 055 or email us at [email protected].

What is your return address for catalog or website orders?

USANA Returns
3 Hudson Avenue
Castle Hill, NSW 2154

What should I do if my items arrive damaged or defective?

We make every effort to package your order so that it will arrive in great condition. Unfortunately, sometimes items may be damaged during shipment. We understand your frustration and we will do everything we can to replace the product as quickly as possible. If you have received a damaged item, please call us at +61 280 152 055. Give us your name, order number and the item number that was damaged and we will arrange for the damaged item to be replaced immediately.

What should I do if I received the wrong item?

If you received the wrong product, flavor, size or color, simply call +61 280 152 055. Give your name, order number and the item that was not correct and what item you should have received. We will check into this immediately, arrange for the missing product to be returned to us, and send out the correct product right away! You will receive the correct one before you know it.

Can I return products I ordered through the website?

Yes. Customers who order directly from our website are eligible for a 100 percent, 30-day, money back guarantee on their initial product order. If for any reason the customer is dissatisfied with any USANA product, he/she may return that product to Buy Nutritionals Direct within thirty (30) days for replacement, exchange, or full refund of the purchase price. The customer must be responsible for shipping their package.

You should expect to receive your refund within 2-3 weeks of shipping your package, however, in many cases you will receive a refund more quickly. This time period includes the transit time for you to ship us the package (5 to 10 business days), the time it takes us to process your return once we receive it and the time it takes your bank to process our refund request (within 5 business days).

If you need to return an item, simply login call us at +61 280 152 055 or email us at [email protected].

I) Coupons and Promotions

How do I get coupons from Buy Nutritionals Direct?

You will get discount coupons from Buy Nutritionals Direct for USANA products when you opt in with your email address to receive emails regarding special Buy Nutritionals Direct discounts and promotions. To opt in, go to the home page and scroll to the bottom of the website. On the right side you will see "Get It First: Specials, Sales, + More. Enter your email address and press "Send" to get discount offers from Buy Nutritionals Driect.

Do you sell gift cards?

No. We do not offer gift cards at this time.

My coupon is not working. What do I do?

Make sure you have met the minimum purchase requirement stated on the coupon.
Check that the coupon is not expired
Make sure that your coupon is being used in the correct channel: web, catalog, store.

How do I redeem Coupons on the website?

During the checkout process, you will be able to enter your coupon information when you enter your payment information.

J) Customer Support

How do I contact Customer Support?

For product inquiries or additional questions, customers within Australia may call +61 280 152 055 - Monday through Friday (except for holidays and weekends.) from 9:00 AM to 8:00 PM or email [email protected].