The following is a list of Frequently Asked Questions that may be of assistance to our customers.
If you have a question that has not been answered here, or if you need to speak to someone for further explanation, please contact us.
» What payment methods do you accept?
» Is it safe to use my credit card on this website?
» Can I pay for my order with a MasterCard/Visa/American Express Gift Card?
» Is the product I want to order in stock?
» Which shipping services do you use?
» Do you ship to military APO / FPO?
» How long will it take to receive my order?
» What are your shipping charges?
» Will I receive Tracking Information for my order?
» Do you ship International Orders (Outside of U.S.)?
PAYMENT / BILLING QUESTIONS:
» Why won’t my credit card go through when I try to order?
» My credit card declined the first time due to an incorrect billing address. My credit account or statement shows two “pending” payments from EliteNutrition.com. Have I been double billed for my order?
» How long does it take for a full or partial refund to process?
ORDER STATUS QUESTIONS:
» I placed my order, but did not receive any type of order confirmation.
» Why does my Order Status say "Order Placed - Ready to Ship?"
» Why does my Order Status say "Complete?"
» Why does my Order Status say “Payment Authorization Problem?”
» Why does my Order Status say "Needs Verification?"
» Why has my order been “Canceled?”
RETURN POLICY QUESTIONS:
» What is your return policy?
Q: What payment methods do you accept?
A. MAJOR CREDIT & DEBIT CARDS: Visa, MasterCard, American Express & Discover.
MONEY ORDER (U.S. Funds Only): Order MUST first be placed on the website (select "Money Order" as method of payment) and include a printed invoice with receipt and Order #. Make money order payable to “EliteNutrition.com.” Money order must be for full amount of order, including tax and shipping charges if applicable. Order will not be shipped until money order is received. Do NOT send money order without placing order first online! Mail the money order and a printed copy of your invoice to:
PO Box 307
Dunmore, PA 18512
We do not accept C.O.D. or checks of any kind.
Q. Is it safe to use my credit card on this website?
A. Yes. All orders placed on EliteNutrition.com are processed using Comodo SSL (Secure Socket Layer), which supports 128-bit encryption to ensure your personal information is protected during and after the checkout process. To verify our SSL Certificate, you can point your mouse over one of our Comodo SSL logos or watch as your browser’s “secure lock” icon is activated as you check out. This indicates that Comodo SSL technology is being used to protect your confidential information from interception and tampering.
EliteNutrition.com guarantees that every order placed will be 100% safe and secure. If you feel for any reason that your privacy or security has been breached, please contact us immediately.
Q. Can I pay for my order with a MasterCard/Visa/American Express Gift Card?
A. In most cases, yes -- but in order to use this type of gift card it must first be registered to your name and address. This can usually be done by calling the credit card company's customer service phone number on the back of the card. If you attempt to use a gift card that has not been registered, it will not meet the required billing address information and your order will not be payable. Additionally, you may incur void, but "pending" transactions on your gift card which may put your funds on hold and render your card unusable for several business days until these charges are removed by the card issuing company.
Q. Is the product I want to order in stock?
A. Please be assured that all products listed on our website are currently available to order unless otherwise noted on the product page. If the product does happen to be unavailable at the time, it will say, “The product is currently out of stock,” and you will NOT be able to add it to your shopping cart at that time.
Please note that not all products are immediately available to ship same day, but most orders will be able to ship within several business days or less.
In the rare event that our inventory is incorrect and you do order an out of stock product or more of a product than we have currently available, you will be notified immediately. It will be up to you to decide how you would like us to handle your order [i.e. hold your order until the product is back in stock (if it is able to be re-ordered), refund your order, replace it with another product, etc.].
Q. Which shipping services do you use?
A. Our Flat Rate $5.95 Shipping applies to orders delivered within the Contiguous 48 United States regardless of size or weight. Flat rate shipping also applies to many orders shipping to Hawaii, Alaska, US Territories and APO/FPO locations, with some exceptions. Orders will ship via USPS (US Postal Service Priority Mail, First Class Mail or Parcel Select), UPS (Ground or SurePost), or FedEx (Ground/Home Delivery). The service used to ship your package will be determined by a number of factors such as weight and shipping location. Generally, very small, light items will ship via USPS, while larger, heavier orders will ship via UPS or FedEx. All orders will receive a tracking number that will be sent to your registered email address at the time of shipment. Please see our Shipping Policy for further details.
If you are in need of faster delivery, we do have Guaranteed Overnight or 2-3 Day Air options available. Please email us directly with these inquiries and we will happy to provide you with a quote. Please make sure to include the exact items you want to order, the full shipping address, and the date you need the package delivered.
Q. Do you ship to military APO / FPO?
A. Yes. We support our troops and we are happy to ship to any valid APO / FPO address! Please note that Shipping Insurance is not available for APO / FPO deliveries and because of this EliteNutrition.com is not responsible for any damages or lost packages on these orders.
Special Instructions for APO/FPO orders:
SHIPPING ADDRESS: When indicating your shipping address, "APO" or "FPO" will be your "City," "AA," "AE," or "AP" will be your "State," and your ZIP Code will begin with either 09, 34, or 96. Leave the "Country" as "United States."
DELIVERY TIME: Accurate delivery time estimates are not available for APO / FPO orders. In addition to the delivery time that it takes USPS to get your package to the APO or FPO, you will then have to wait on the military delivering your package to you. Military delays are rare but possible and can lead to extended wait periods. But please note that the majority of our APO / FPO customers tell us that they receive their orders within a week.
Q. How long will it take to receive my order?
A. The large majority of our orders ship within 24 business hours (Monday - Friday), with many shipping the same day they are placed. Some orders may take longer. The time your order takes to ship is also dependent upon the the availability of product ordered and the accuracy of the billing and shipping information you provide. In the rare event that there will be an out of the ordinary delay in shipping your order or we need additional information from you to complete the shipment, we will contact you as soon as possible. Please note that the delivery times listed are based on the date the order is shipped and do not include processing and handling times.
Q. What are your shipping charges?
A. We offer a few different flat-rate options:
Flat Rate Shipping -- $5.95
Flat Rate Shipping with Expedited Handling -- $6.99
Flat Rate Shipping with Insurance -- $7.99
Flat Rate Shipping with Insurance and Expedited Handling -- $9.99
If need a faster shipping method you will need to contact us for a quote that will be based on the weight of your order and your location.
Q. Will I receive Tracking Information for my order?
A. Yes. Your tracking information will automatically be emailed to the email address you have provided once your order is shipped. If you do not receive your Order Confirmation, Shipment Confirmation or Tracking Information email, it is possible that you provided us with an incorrect email address. Please contact us and we will be happy to re-send the information to a corrected address.
Q. Do you ship International Orders?
A. Yes! We currently ship International orders to Canada and Australia starting at the low rate of $9.99 per pound. The cost to ship outside of the US will be based on the weight/size of the products and your location. Please add all of the products to your shopping cart and the shipping rate will be calculated during checkout. Please see out International Shipping Policy for more information and our Customs Disclaimer regarding International Shipments.
If you are located in a country not listed here and are interested in shipping outside the US, please contact us directly for further information or a shipping quote.
Q. Why won’t my credit card go through when I try to order?
A. If you attempt to place an order and your credit card is declined, it may be for a number of reasons. The most common reasons for this are:
- Billing Address Entered does not match Billing Address on file: If the billing address you entered does not match the exact billing address on file with your card issuer, the payment will not be authorized. This policy is implemented to protect you from fraud and identity theft. Please make sure that the billing address you enter is the address where you receive your credit card billing statement. If you believe you have entered this information correctly and your card still will not go through or you are unsure of which billing address is on file, it is best for you to speak to your card issuer or bank to resolve this problem. We do not recommend continuing with the order until you are sure the billing address you are entering is correct. If you place multiple transactions with incorrect address information it may result in several void but "pending" transactions to your card account, which may take several days for the card issuer to remove.
- Card is declined by Card Issuer: This may happen for a number of reasons, including insufficient funds. If you believe this is a mistake, it is best to speak to your card issuer to resolve this problem.
If your there is a payment problem with your order, our shopping cart software will notify you immediately of the problem and give you another chance to either correct information (such as an incorrect billing address) or to enter another method of payment (such as another credit card.) Even if your payment is declined, we will still be notified that your order has been placed. You will receive an email notifying you of the problem with your order. At this point, it is up to you to contact us to resolve this problem and make sure your order can be paid. If we do not receive a response from you within a reasonable amount of time, your order will be cancelled.
Q. My credit card declined the first time due to an incorrect billing address. My credit account or statement shows two or more “pending” payments from EliteNutrition.com. Have I been double billed for my order?
A. Some customers have notified us of concerns they they have been double-billed for their order after entering non-matching billing address information on the first attempt, but then correcting the problem and successfully placing the order on a later attempt. In these instances, it is possible that your credit card statement (or online account) may show two “pending” transactions from EliteNutrition.com. This is because even when your billing address does not match and we cannot accept your payment, your bank or card issuer still recognizes you are trying to make a transaction and may put aside the payment as a “pending transaction.” This procedure varies from bank to bank and card to card. You have not been double-billed by us and your payment can only and will only be captured once for any individual order.
In most cases, the voided "pending" transactions will be removed from your account within 3 business days, but some banks may take longer to do so. If this happens to you, please contact your bank or card issuer to resolve the problem and remove the unauthorized and void transaction.
Q. How long does it take for a full or partial refund to process?
A. Please note that it make take your bank or card company several days to process any due credits and return them to your account. Once we issue the credit, it is entirely up to your bank to process it and we do not have any control over the speed in which they return the funds to you. Most banks will return due credits within 3 business days but some may take longer. Sometimes the process may be sped up by contacting your bank or card issuer.
Q. I placed my order, but did not receive any type of order confirmation.
A. Though your order has been successfully placed, you may not receive an Order Confirmation email immediately. You will only receive the Order Confirmation email once we have manually processed your order and captured your payment. This is to prevent you from receiving an Order Confirmation until we manually check your order and ensure there are no problems and it can be shipped.
If you have placed your order on a weekend or holiday, it is possible that you may not receive your Order Confirmation email until the following business day when your order is processed.
If you do not receive an Order Confirmation email, it is possible that you provided an incorrect email address and we are unable to contact you. In this event, please contact us and we will be happy to correct your email address and resend your Order Confirmation.
Q. Why does my Order Status say "Order Placed - Ready to Ship?"
A. This means that your order has been placed and your order is currently in line to be or in the process of being packed and shipped. There is no further action required on your end.
Q. Why does my Order Status say "Complete?"
A. An order status of "Complete" means that your order has been paid, shipped, and has been completed on our end. Please note that due to shipping times it may take several days for you to receive your order after it has shipped and been marked "Completed" by us.
Q. Why does my order status say “Payment Authorization Problem?”
A. An order with this status indicates that it has had a failed payment attempt. If your credit card declines for whatever reason when you place your order, it will be given the “Problem” status. If you are able to re-submit your order and the payment goes through, your order status will be updated to "Order Placed - Ready to Ship."
Q. Why does my Order Status say "Needs Verification?"
A. An order with the “Needs Verification” status indicates that we need to speak with you to verify some information before we are able to ship your order. This may be for a number of reasons including to verify invalid shipping address information, to verify non-matching Bill To and Ship To names and addresses, etc. In these cases, we attempt to contact customers using either the phone number or email address provided in their account.
Q. Why has my order been “Canceled?”
A. In most cases, we have canceled your order due to a payment problem and lack of a response from you regarding another method of getting the order paid. When there is a problem with your order and it has not been paid, we will contact you via the email address you provide us. Your unpaid order will be cancelled if we do not receive a response from you within a reasonable amount of time.
If you did not receive an email regarding a payment problem with your order, it is possible that you entered an incorrect email address and we were unable to contact you. If you have any questions, or would like to re-place your order, please contact us.
Q. What is your return policy?
A. If you decide to return or exchange any products ordered for any reason:
- In order to qualify for return, product must be unopened, unused and in brand new manufacturer-sealed condition.
- You must contact us for a return authorization number (RMA) prior to returning any merchandise. No unauthorized returns - A valid return authorization number MUST be on the shipping label or we will refuse the package.
- All merchandise must be returned at your expense and is subject to a 20% restocking fee. Both original and return shipping charges are not refundable.
- All returns must be filed within 14 days of delivery.
- No returns will be accepted on Clearance Items, Books or DVDs. All sales are final on these items.
We absolutely DO NOT accept returns on opened products. We also do not accept returns for reasons of dislike of product taste or dissatisfaction with product results. In these situations, we recommend contacting the product’s manufacturer directly to deal with your concerns.