Frequently Asked Questions

Quick search for easy answers to Frequently Asked Questions

How do I tell if a product I want is in stock? Can I order a product that is on backorder?

When you visit a product page with an item that is out of stock, it will not still allow you to order that item for fulfillment at a later date. You can also choose to be notified when the product is back in stock.

I found a price that differs from what is listed on the website. Which price is honored?

While we strive for accuracy, mistakes may happen. In case of discrepancies, the amount listed on the product detail page is the true price. Product price is subject to change at any time. Other restrictions may apply. Please refer to our Terms & Conditions for more information.

Can I place an order by phone?

Yes! You can place an order by phone by calling Customer Service at 1-888-240-2713 between 8:00 a.m. and 8:00 p.m. Monday-Friday, or 9:00 a.m. to 5:00 p.m. EST on Saturdays.

How does your shipping and delivery process work?

COVID-19 Update

We are working with our supply chain, distribution and medical partners to assure continued production and delivery of our products and are doing everything we can to process orders in a safe and timely manner. As we continue to work through these unprecedented circumstances, you may experience a one- or two-day delay in fulfillment or delivery.

Most orders placed before 2:00 p.m. EST will be processed and shipped on the same business day. Orders placed on Friday after 1:00 p.m., weekends or holidays will be processed on the next business day. Please note that all processing times are estimates and may be subject to change. Once your order ships, you will receive an email with tracking information.

We offer three different shipping options for your convenience:

  • UPS Ground: Free Shipping & Handling for orders over $49.95* (before taxes). For orders under $49.95 (before taxes), consumers will be charged a flat rate of $7.95 for Shipping & Handling in the continental U.S. All orders to Alaska and Hawaii will be charged $29.95 for shipping and handling.
  • UPS Next Day: Orders will be charged published rates according to the zone and estimated weight of the order.
  • UPS Second Day: Orders will be charged published rates according to the zone and estimated weight of the order.

*Our free shipping and handling offer is available on a single order totaling $49.95 or more, exclusive of any applicable tax, and is valid in continental U.S. only. Offer valid on ground shipping only; not valid on other shipment methods. Orders totaling less than $49.95 will be charged $7.95 for shipping and handling in the continental U.S. All orders to Alaska and Hawaii will be charged $29.95 for shipping and handling.

Transit times can vary based on shipping method and location. Ground shipping within the U.S. takes between 3 and 7 business days.

Inclement weather and other unforeseen circumstances can cause shipments to arrive later than expected, so please plan and order early.

Do you ship outside of the United States?

Unfortunately, we do not currently ship outside the U.S.

Can you rush ship my order?

We do our best to process orders quickly. You can opt for UPS Next Day or UPS Second Day delivery. These orders will be charged published rates according to the zone and estimated weight of the order. Please note that orders placed on Friday after 1:00 p.m., over the weekend, on a holiday or after 2:00 p.m. EST will be processed on the next business day. Orders placed on Friday with UPS Second Day or UPS Next Day shipping selected will not arrive until Monday as delivery services are unavailable on Saturday.

Where can I find my order and/or tracking number?

Your order number can be found in your order or shipping confirmation email. Your tracking number can be found in your shipping confirmation email. If you've created an account on our website you can find both your order and tracking number under the “My Account” tab.

What is the status of my order?

You can check on the status of your order under the “My Orders” tab. If it’s been over 10 business days since you placed your order, please let us know by calling Customer Service at 1-888-240-2713 between 8:00 a.m. and 8:00 p.m. Monday-Friday, or 9:00 a.m. to 5:00 p.m. EST on Saturdays.

Can I change or cancel my order?

Due to our quick turnaround time, we are unable to modify or cancel orders once submitted. If you have any concerns about your order, please call Customer Service at 1-888-240-2713 between 8:00 a.m. and 8:00 p.m. Monday-Friday, or 9:00 a.m. to 5:00 p.m. EST on Saturdays, and we will do our best to provide you with a solution.

What is your return policy?

Please inspect your order once your shipment arrives and report any issues within 2 weeks of receiving your order.

If for some reason you are not satisfied with a product purchased from the Nestlé Nutrition Store, you may return it within 60 days of receipt for a refund of the purchase price. Items should be returned in their original packaging. Products cannot be returned unless they are new, unopened, unused and in the original factory-sealed packaging. Please note that shipping costs are not reimbursed, and we will only pay return shipping costs if the return is a result of our error. Refunds will be issued after we receive and process your return

For more information, or to start a return, please call Customer Service at 1-888-240-2713 between 8:00 a.m. and 8:00 p.m. Monday-Friday, or 9:00 a.m. to 5:00 p.m. EST on Saturdays.

What forms of payment do you accept? Can I use prepaid credit cards?

Currently, we accept credit card payments from Visa, MasterCard, Discover, American Express and Diners Club only.

Why was my credit card declined?

To protect your security and privacy, your financial institution cannot provide Nestlé Health Science with information about why your payment was declined. We recommend contacting your financial institution directly to solve any payment issues.

Do you accept payments from card holders outside the United States?

Unfortunately, at this time we cannot accept payment from card holders in other countries.

When does my card get charged?

Your card will be charged once the order is placed.

How do I create an account?

Visit here to get started.

How do I sign into my account?

You can sign in here. If you’ve forgotten your login information, simply click “Forgot your password?” and follow the instructions.

Can I change the email address of my account?

Yes, you can change your email address by logging into your account and visiting the “My Account” tab.

How do I change my password?

You can change your password by signing in and going to “My Account.”. If you have forgotten your password, click "Forgot your password?” and follow the guided instructions.

What is a subscription?

A subscription is the convenient way to have the products you need regularly ordered and shipped on a routine basis. It will save you time (you only go through the online ordering process once), and you’ll always be stocked with your essential products. You control the frequency, and you can cancel at any time.

As an extra bonus for subscribing to the products you need most often, after your initial order setup, you will receive a 10% discount on all subsequent subscription orders. This offer is not valid on Novasource Renal or Impact Advanced Recovery® drinks.

If you need help setting up your subscription, or making changes to an existing subscription, please call Customer Service at 1-888-240-2713 between 8:00 a.m. and 8:00 p.m. Monday-Friday, or 9:00 a.m. to 5:00 p.m. EST on Saturdays – a representative will be able to help.

What forms of payment do you accept?

Currently, the Nestlé Nutrition Store accepts credit card payments only. At this time, we accept Visa, MasterCard, Discover, and American Express.

Can I skip an subscription shipment?

You can skip your next shipment at any time by logging into your account and visiting the “My Subscriptions” tab.

What is your return policy?

Please inspect your order once your shipment arrives and report any issues within 2 weeks of receiving your order.

If for some reason you are not satisfied with a product purchased from the Nestlé Nutrition Store, you may return it within 60 days of receipt for a refund of the purchase price. Items should be returned in their original packaging. Products cannot be returned unless they are new, unopened, unused and in the original factory-sealed packaging. Please note that shipping costs are not reimbursed, and we will only pay return shipping costs if the return is a result of our error. Refunds will be issued after we receive and process your return.

For more information or to start a return, please call Customer Service at 1-888-240-2713 between 8:00 a.m. and 8:00 p.m. Monday-Friday, or 9:00 a.m. to 5:00 p.m. EST on Saturdays – a representative will be happy to help.

Connect with our team for more support

Phone

1-888-240-2713

8am - 8pm EST, Mon - Fri. 9am - 5pm EST, Sat

Mail

Nestlé Health Care Nutrition
Consumer & Product Support

445 State Street
Fremont, MI 49412

Contact form

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