Frequently Asked Questions
Most frequent questions and answers
Where do you ship ?
We ship from our warehouse in Shanghai, China and also from our two (2) warehouses in the US located in California and Florida. We can ship anywhere in the world EXCEPT UAE, Qatar, Pakistan and Saudi Arabia.
How much is the shipping fee ?
Our price provided already includes the shipping fee.
What Payment Methods Do You Accept ?
We accept payments through Wire Transfer to our local bank accounts in the United Kingdom, Canada, Australia, United States and Europe; Western Union and Paypal which supports Visa, MasterCard, Discover and American Express. If you are having difficulty processing the payment, please email us at firstname.lastname@example.org .
How long will it take for my order to be processed and delivered ?
Our processing time is normally five to seven (5-7) working days and seven to eight (7-8) working days delivery.
After my order is submitted, can I make changes or cancel it ?
Yes, you can cancel or make changes if order was not processed or shipped out yet and also applicable for a full refund. However, it is not possible if it’s already processed or shipped out, please see our return and refund policy for more details.
It has been 15 days, and my order is not here !
Shipments delayed are unusual but still inevitable. We are not liable of Logistic provider guarantees however, please contact us for further assistance.
Why did I not receive a shipping confirmation of my order ?
Order placed on the weekends and holidays will be confirmed on the next working days. Our warehouse facilities are not accessible during these days. If there is a problem with your order, we will surely keep you posted. Alternatively, please check your spam folder.
How should I store my powders? What is the shelf life of your products ?
Store the products in a cool and dry place. Do not freeze. Keep away from direct strong light and heat. Once opened, keep the product in the original packaging. Most of our products have 24 months shelf life under the conditions stated above.
Can I import this product to my country ?
Almost all orders to NutriAvenue pass through customs without delays. If you order large quantities, it is more likely to incur custom charges. We are not able to mark your package as a gift, reduce its value, or change the description on the customs forms. We are always making an effort to keep up on the status of our products in other countries, it is up to you to ensure that you are following the regulations applicable to your country.
I have been charged twice !
What happens if my order was damaged during transit ?
Once package was damaged and/or contents are not in good condition, first recourse it to contact your respective courier and file a claim. If you need further assistance, please contact us at email@example.com.
How do I return items that I'm not satisfied with ?
Please refer to our Return Policy for more details.
How can I track my order ?
After we shipped the package(s) out, we will send a shipping confirmation which includes the tracking information.