FAQS: My Account
Enjoy the advantages of having an online account.
- Checkout faster. No need to re-enter your name, address and other
information every time you order.
- Reorder quicker. You can view the items you’ve purchased during the past
12 months so you can reorder your favorites quicker without having to
navigate the website.
- View past orders. Easily duplicate past orders or track the status of
current orders.
- Manage your personal information. Update your billing or shipping
address at any time. You can also change your email address and password
online in seconds without having to contact us.
- Set your email preferences. Subscribe or unsubscribe to our emails at
any time.
How do I create an online account?
Do I have to create an account to place an order online?
Why can’t I log in to My Account? I just placed an order.
Why don’t I see my recent order in My Account?
I forgot my password. Can you send it to me?
Can you change my password for me?
How do I unsubscribe from your emails?
Why can't I see my past orders in my online account, only my most recent order?
I noticed an error on an order I just placed. How can I fix it?
My order status says "Pending" in My Account. What does that mean?
My order status says "Processing" in My Account. What does that mean?
My order status says "Shipped" in My Account. What does that mean?
How do I track the status of a shipped order?
My order has shipped. Why don't see a link to track it?
Why don't I see any returns I've made in my order history?
How do I change my login information?
How do I delete my online account?
Q. How do I create an online account?
A. Simply place an online order. Make sure you enter an email address and
password on the Billing & Shipping Information page during checkout.
Q. Do I have to create an account to place an order online?
A. Creating an online account with Nutrition Express is a voluntary option. You
can place orders online without creating an account. Just skip the optional
password field on the Billing & Shipping Information page during checkout.
Q. Why can’t I log in to My Account? I just placed an order.
A. Due to system updates, it may take up to 12 hours before you can access your
online account.
Q. Why don’t I see my recent order in My Account?
A. Due to system updates, it may take up to 12 hours before your new order
appears in your online account. However, after placing an online order, you’ll
receive an email confirming we’ve received your order. If you do not receive an
email confirmation, contact us via email or by phone at 800-754-8000 M-F 6 am to
6 pm PST and we will verify if your order was received. If you inquire via
email, please provide your email address, last name and zip code in your
message.
Q. I forgot my password. Can you send it to me?
A.
Click the Log In or My Account link. Enter your email address and click the
"Forgot your password?" link. Your password will be emailed to you within 5
minutes.
Q. Can you change my password for me?
A. We cannot change your password for you. To change your password, log into
your online account, click the edit link next to the Password on the left side
of the screen. You will be prompted to enter a new password. Click Save Changes
on the bottom of the screen to save your new password.
Q. How do I unsubscribe from your emails?
A. Log into your online account. Click the edit link next to Email Preferences,
uncheck the box for Offers, News & Health Tips and click Save Changes at the
bottom of the screen. There is a chance you may receive a few emails if outbound
emails have already been queued, but not yet sent, prior to you unsubscribing.
Q. Why can’t I see my past orders in my online account, only my most recent
order?
A. We may have multiple accounts for you in our system. If you entered your name
or address slightly differently than a previous order or have used a different
email address, we likely have separate accounts for you. In order to see your
multiple accounts all together, we can merge them for you, which we do
automatically on a regular basis. You may also contact us and we can merge them
immediately. Either email us or call us at 800-754-8000 M-F 6 am to 6 pm PST and
provide us with past invoice (order) numbers or your email address, first name,
last name, street address and any other names or addresses you may have used on
past orders.
Q. I noticed an error on an order I just placed. How can I fix it?
A.
We can correct the error if we catch it quickly enough. Contact us
immediately by email or phone at 800-754-8000 M-F 6 am to 6 pm PST. Provide your
email address or last name and zip code and tell us what the error is. We can
try to correct the mistake before your order ships.
Q. My order status says “Pending” in My Account. What does that mean?
A. If your order status says “Pending,” the most common reason is that one or
more items you ordered are on backorder. If so, the remaining in-stock items in
your order will be processed and shipped right away without delay and the status
will change to “Shipped”. Other reasons for a status of “Pending” may include a
credit card decline, incorrect credit card billing address, or we’re verifying
your shipping address. We will attempt to contact you by phone, email or letter
to resolve any issues.
Q. My order status says “Processing” in My Account. What does that mean?
A. Your order is being picked and packed for shipment. If you placed your order
by 2 pm PST Monday-Friday, it will most likely be shipped the same day. When
your order ships, you will receive a shipping confirmation via email the evening
of the day it shipped at approximately 6:30 pm PST.
Q. My order status says “Shipped” in My Account. What does that mean?
A. Your order has left our warehouse and is on its way to you.
Q. How do I track the status of a shipped order?
A. There are two ways to track your order. The day your order leaves our
warehouse we email you a ship confirmation message that includes a tracking link
for your package. Alternatively, you can log in to your account, click View Past
Orders, click the Order Details tab and click the tracking link on the screen.
Please note that not all delivery methods are trackable. If your order shipped
via UPS, you can click on the link to track your order. If your order shipped
USPS Priority Mail, you can click on the link to find out when your order was
delivered, but the post office does not provide any delivery status between our
warehouse and the order’s destination. There is no order tracking for USPS
Standard Mail. If you order hasn’t arrived yet, check our Shipping Policies for
estimated delivery times.
Q. My order has shipped. Why don't I don’t see a link to track it?
A. Order tracking is not available for orders shipped via USPS Standard Mail.
For order sent USPS Priority Mail, only the final delivery destination is
tracked, not in between. Check our Shipping Policies for estimated delivery
times.
Q. Why don’t I see any returns I've made in my order history?
A. We have not implemented this online feature yet. If you'd like to check on
the status of a return, contact us by email or call us at 800-754-8000 M-F 6 am
to 6 pm PST.
Q. How do I change my login information?
A. Your login information consists of your email address and password. You can
change your email address and password when you are logged into your online
account. Click the edit link next to Email Address or Password areas on the left
side of the screen. You will be prompted to enter a new email address or
password. Then click Save Changes on the bottom of the screen.
Q. How do I delete my online account?
A. Only our customer service representatives can delete a customer’s online
account. Contact us via email or by phone at 800-754-8000 M-F 6 am to 6 pm PST.
Provide us your email address, first and last name and street address and we can
assist you.