Enjoy the advantages of having an online account.
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. I have ordered from Nutrition Express for years. Why can’t I sign into My Account?
A. You have to place a new internet order to create an online account. Make sure you enter an email address and password on the Billing & Shipping Information page during checkout to create your account.
Q. Why don’t I see my recent order in My Account?
A. 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 by email or by phone at 800-754-8000 Monday - Friday 6:30 a.m. to 5:00 p.m. PST and we will verify if your order was received.
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 Monday - Friday 6:30 a.m. to 5:00 p.m. 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 Monday - Friday 6:30 a.m. to 5:00 p.m. PST. We will try to correct the mistake before your order ships.
Q. I corrected an error in My Account after I placed my order. Will my correction appear on my current order?
A. No. Any changes and/or corrections you make to your account after you submit your order will appear only on subsequent orders your place with Nutrition Express. To make changes and/or corrections to an existing order, please contact us immediately by email or phone at 800-754-8000 Monday – Friday 6:30 a.m. to 5:00 p.m. PST and we will 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 1:00 p.m. 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 p.m. PST.
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 (UPS) or delivery confirmation link (USPS Priority Mail) for your package. You can also log in to your account, click View Past Orders, click the Order Details tab and click the tracking link or delivery confirmation 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 via 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 or delivery confirmation link 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 confirmation of delivery is available. 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 Monday – Friday 6:30 a.m. to 5:00 p.m. 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 Monday – Friday 6:30 a.m. to 5:00 p.m. PST. Provide us your email address, first and last name and street address and we can assist you.