We use cookies to give u a better service. Continue browsing if you're happy with this, find out more about cookies


A) Privacy and Security

What is your privacy policy?
We care about the privacy of our customers. Please read our entire Privacy and Security Policy.

Is my credit card information kept secure?
Yes. You can shop at www.buynutritionals.co.uk with confidence. We have partnered with Worldpay.com, a leading provider of electronic payment processing solutions to accept credit cards and electronic check payments safely and securely for our customers. WorldPay operates in over 40 countries and is a major global leader in payment processing. They have pioneered online payments for small and medium sized businesses and process millions of online payments every day.

The WorldPay payment gateway manages the complex routing of sensitive customer information through the electronic check and credit card processing networks. 

The company adheres to strict industry standards for payment processing, including:

  • Any communication between the shopper and WorldPay is encrypted to the maximum strength supported by the shopper's browser using 128-bit Secure Sockets Layer (SSL) technology for secure Internet Protocol (IP) transactions.

  • WorldPay public web servers are certified by Thawte, a public Certificate Authority, ensuring that both the shopper and retailer can have confidence that nobody can impersonate WorldPay to obtain confidential information.

  • The transfer of the purchase details from the retailers site to WorldPay are encapsulated using our own encrypted and digitally-signed protocol. This uses a combination of standard methods such as PGP, RSA and MD5 to ensure that the information passed is secure and tamper-proof via SSL. For additional information regarding the privacy of your sensitive cardholder data, please read the WorldPay.com Privacy Policy.

    www.buynutritionals.co.uk is registered with the WorldPay Verified Merchant Seal program.

  • Should a payment been seen as fraudulent, and no contact from the customer is received within 24 business hours Buy Nutritionals Direct have the right to cancel and refund the payment making a 3% admin charge from the total transaction.

I don't wish to give my credit card information online. Are there other ways to order?
At Buy Nutritionals Direct, you can shop any way you want. If you don't wish to shop online, you may order by phone by calling on a local rate number: +44 (0) 102081 331182. 


B) Products 

Which products are right for me?
You may start out by using our product information pages for each product. Please consult your health care professional for guidance. 

Where are your items manufactured?
All Buy Nutritionals Direct nutritional products come from a state-of-the art manufacturing facility at USANA Health Sciences, 3838 Parkway Blvd, Salt Lake City, UT, United States.

How can I view the Supplement Facts for an item?
Most of the products on our website have detailed supplement facts available. Click on the Supplement Facts tab under the product image on the product page to view. If supplement facts are insufficient, please contact us at +44 (0) 02081 331182 for more information.

I have the catalogue item number of the product I'd like to purchase. How do I order it?
Look for the “Search by keyword or Item#” which you will find under the shopping cart image on the top right side of the home page. Enter your item number and press search. You'll be linked to a page where you can find the product you want to buy. The rest of the checkout procedure is the same.

How do I find information about a product?
There are several ways to find information on all of our USANA products:

  • Use our search engine: Located at the top right corner of each page, our search engine is specially designed to let you filter or narrow down your searches based on a variety of criteria. Enter a keyword for a particular product and you will be taken to the product information page.

  • Click on our menu: Located along the top of the page, our quick menu links will help you find what you need in a flash.

  • Browse and learn: Click on the "Product Information" tab on the products page to view detailed nutrition and ingredient information.

       Still need help? Please do not hesitate to contact us at +44 (0) 02081 331182.


A product I wish to buy is out of stock. Can I still order it?

If an item is backordered, we will ship the remainder of your order immediately and send your backordered item(s) when it becomes available at no additional shipping charge.

A product I wish to buy has been discontinued. What can I do?
We’re sorry, but we are not able to order products that have been discontinued, or that are not advertised on our website.


C) Order Status

How can I find out the status of my order?
You can call our customer support line at +44 (0) 02081 331182 or email us at support@buynutritionals.co.uk. Your initial order is processed within 24-48 business hours. Then it will take 3-5 business days to reach your residence. We ship packages Monday through Friday.

Will I be notified when my backordered item will be available or if the expected ship date changes?
If one of our items is on backorder we will notify you via email on when we expect the product to be available.


I'm missing an item from my order. What do I do?
If an item is missing from your order please

  • Check your invoice to ensure that missing item is not on backorder.

  • Check your email confirmation for possible multiple tracking numbers.(order may have been sent in multiple packages)

 
When will my order ship?

Your order will be shipped within 24-48 business hours after your initial order has been placed.

My order needed verification; will it ship today?
If your order is held for verification purposes (most commonly billing or address verification) it will ship as soon as we can resolve the issue. This often involves getting clearance from bank which payment is coming from or additional information from you.

My order has a backordered item; will it ship today?
Unfortunately no. An item that is out-of-stock requires more time to process. Backordered items will be delayed for as long as it takes for us to get a new shipment of the product.

D) Pricing

What is your price policy?
Buy Nutritionals Direct offers competitive prices for all of our items. Our prices are 10-20% lower than the retail prices offered on the corporate USANA website. We are an USANA Independent Distributor that offers USANA nutritional products at the lowest price and we frequently run special promotions such as discounted shipping prices and product discounts.

When do the promotions and prices on the website change?
Prices on our website can be updated at any time and may change for weekly and monthly specials.


E) Accounts


Do I need to set up an account to shop on the website?

If you want to purchase products online you must set up an account. However, you don't need to set it up until you are ready to check out. Until then, you may browse, learn, and compare prices as long as you like.

I have changed my address, email address and/or credit card. How do I update my account information? Click on the "My Account" option at the very top right of the home page. Log in using your current email address and password. You will then be able to change your account information, such as credit card details, billing / shipping address, email address and password. You can also access our Quick Reorder feature and view your order history.

 I've forgotten the password for my account. What should I do?
Click on the "My Account" option at the very top right of the home page. Scroll down to the "Forgot Your Password" section and follow the directions to receive a new password instantly via email. Having Trouble? Please contact us at +44 (0) 02081 331182.


How do I "Sign out" of my account?

If you are using a public computer, you will want to log off, or "Sign out" of your account, before you leave the computer.

  • If you are signed in: Your account name and a "Sign out" link will appear below the header in the upper right hand corner of our help page and the same place on the "my account" page. You can click the "Sign out" link at any time to exit your account.

  • If you are not signed in: The "Sign out" link will not be available.

F) Ordering and Payment

How do I place an order?
To place an order using your shopping cart, follow these simple steps:

  • Add items to your cart by clicking the Add to Cart button displayed along with the product description.

  • When you have added all of the items you wish to purchase to your cart, click the Checkout button on either the shopping cart page or the top right corner of the page you are using.

  • Enter your billing, shipping and payment information as directed.

  • Confirm your order by clicking the SUBMIT ORDER button located at the bottom of the confirmation page.

If the status of my order is "Open" what does that mean?
An open is an order that is currently being processed and hasn't shipped yet.

Can I make changes to my order after I have submitted it?
We work hard to get your orders processed as quickly as possible. Due to the speed of most of our shipments, we are not able to make any changes once the order has been submitted.

Can I cancel my order once it has been submitted?
We work hard to get your orders processed as quickly as possible. Due to the speed of most of our shipments, we are not able to cancel orders once the order has been submitted.

When am I charged for the items that I ordered?
Your credit card is charged the same day you make your order. Normally the Funds are 'earmarked' from your account and then debited a few days later. If you have a backorder item on your order your credit or debit card will receive an authorization for the full amount of the order including the backorder item. The backorder item will ship as soon as it is available.

I order the same products each time. Can I be set up to receive them automatically?
If you are looking to receive products automatically, why not consider our Preferred Customer Program. There are no sign up fees to enrol in USANA's Preferred Customer Program, nor are there any annual fees. Membership is completely free. You will have access to all of USANA's nutritional products at the absolute lowest price. Your orders will be processed within 24-48 hours and shipped directly to your home. Click Here to become a Preferred Customer.

Can I view orders I've placed in the past?
Yes. Click on the "My Account" option at the very top of the home page. Log in using your email address and password. You'll then be able to view your order history.

Will you notify me if there are problems with my order?
We will immediately notify you by email if any complications with your order are encountered, including backorders and credit card authorization issues.

What forms of payment do you accept?
We accept the following payment options:

  • Visa (Debit/Credit)

  • MasterCard

Do I need to pay sales tax with my order?
Residents in some of the Channel Isle's, and Non Mainland UK may have to pay applicable sales tax for certain types of products. To check if your order may be subject to sales tax please call our customer relations team on +44 (0) 02081 331182.

Why has my transaction been flagged as Fraudulent?
From time to time some of our customers will get contacted from staff at Buy Nutritionals Direct, because your order has been flagged as fraudulent. We work alongside WorldPay who provide a state of the art fraud screen for every single transaction. The fraud screening checks the registered address including house number and postcode, the CVC/CVV number, along with email address provided, and screens all other purchase history made with WorldPay. Buy Nutritionals Direct are then provided with a Risk Score, and from this we make our decisions.

Any orders with a risk score of 25 or above will automatically receive follow up calls. If we are unable to contact you within 24 hours of the initial contact we will cancel or refund the transaction and deduct a minimum of a 3% charge. If you are ever in doubt about your transaction you can always contact our offices on +44 (0) 02081 331182.


 G) Shipping

When will my order ship?
Your initial order will be processed within 24-48 hours. Shipping will take 3-6 days to reach your residence. We ship packages Monday to Friday.

Where are you shipping my order from?
Most packages are shipped from our European Warehouse. In some cases, packages may be sent from the offices of Buy Nutritionals Direct which are based in the UK, resulting in even faster shipping. 

What shipping carriers do you use?
Most packages are sent using UPS (3-6 business days) or an alternative courier service who have a (2-3 business days) delivery window, Both of these services require a signature and cannot be left with Neighbours or left under a Customer Authority to leave in a safe place at your delivery address.

What are your shipping options? How much does each cost, and how long will it take?
All orders shipped within the United Kingdom are charged from £6.00. Shipping is discounted on all orders over £200*. Your initial order is processed within 24-48 hours and takes between 3 to 6 business days to reach its destination. We ship packages Monday to Friday.

*Subject to our Shipping Terms and Conditions please check our shipping policy for more information and the use of discount code FAQFREES to discount orders over £200.

Will you notify me when my order has been shipped?
You will first receive an email confirming your order, and then another email notifying you when your order has been shipped.

Can I ship to an address other than my own?
Yes. When you go through the order checkout process, you will be able to enter separate addresses for billing and shipping. However this can delay the process as we may need to make further safeguarding checks to protect our customers from fraudulent transactions. All orders over £100 before shipping will be subject to additional safeguarding checks.

What happens if I miss a delivery?
If you miss a delivery you will be left a card saying that you missed the delivery. If your package is being shipped by UPS then they will automatically re-attempt delivery on the next working day (Monday – Friday), After 3 failed delivery attempts, UPS will ask Buy Nutritionals to accept the package back in the warehouse. If your package is sent with APC they will await your instructions for redelivery. If one week passes with APC they will also return the products to our warehouse. 

What happens if the courier return products to the warehouse?
This very rarely happens, but if any package gets returned to the warehouse, you will be charged a 3% or 5% handling fee depending on how your order processed. All online orders are charged 3% and telephone orders are 5%. This fee will be deducted from the total of the goods, along with any other costs incurred in returning the order.
Buy Nutritionals Direct will only refund the value of the products and not any shipping charges. If the charges are more than the products total cost then you will not receive a refund.


H) Return Policy

What is your return policy?
Customers who order directly from our website are eligible for a 100 percent, 30-day, money back guarantee on their initial product order. If for any reason the customer is dissatisfied with any USANA product, he/she may return that product to Buy Nutritionals Direct within thirty (30) days for replacement, exchange, or full refund of the purchase price. The postage costs for returned items will not be refunded.

You should expect to receive your refund within 2-3 weeks of shipping your package, however, in many cases you will receive a refund more quickly. This time period includes the transit time for you to ship us the package (5 to 10 business days), the time it takes us to process your return once we receive it and the time it takes your bank to process our refund request (within 5 business days).

If you need to return an item, simply login call us at +44 (0) 02081 331182 or email us at support@buynutritionals.co.uk.

What is your return address for catalogue or website orders?
BuyNutritionals Direct - Returns (# including returns number)
Suite 22, 
30 St Dunstans Street,
Canterbury, 
Kent, 
CT2 8HG


What should I do if my items arrive damaged or defective?

We make every effort to package your order so that it will arrive in optimum condition. Unfortunately, sometimes items may be damaged during shipment. We understand your frustration and we will do everything we can to replace the product as quickly as possible. If you have received a damaged item, please call us at +44 (0) 02081 331182. Give us your name, order number and the item number that was damaged and we will arrange for the damaged item to be replaced immediately.


What should I do if I received the wrong item?

If you received the wrong product or, flavour simply call +44 (0) 02081 331182. Give us your name, order number and the item that was not correct and what item you should have received. We will look into this immediately, arrange for the incorrect product to be returned to us, and send out the replacement right away! You will receive the correct item within a few days.


Can I return products I ordered through the website?

Yes. Customers who order directly from our website are eligible for a 100 percent, 30-day, money back guarantee on their initial product order. If for any reason the customer is dissatisfied with any USANA product, he/she may return that product to Buy Nutritionals Direct within thirty (30) days for replacement, exchange, or full refund of the purchase price. The postage costs for returned items will not be refunded.

You can expect to receive your refund within 2-3 weeks after shipping your package. In most cases, however you will receive a refund much sooner. This time period includes the transit time for you to ship us the package (5 to 10 business days), the time it takes us to process your return once we receive it and the time it takes for your bank to process our refund request (up to  5 business days).

If you need to return an item, simply call us at +44 (0) 02081 331182 or email us at support@buynutritionals.co.uk.


I) Coupons and Promotions

How do I get coupons from Buy Nutritionals Direct?
You will get discount coupons from Buy Nutritionals Direct for USANA products when you choose to receive emails regarding special discounts and promotions. To opt in, check the box that says "Yes, I'd like Buy Nutritionals Direct to contact me regarding future discounts" during check out.
Buy Nutritionals Direct have the right to cancel any voucher or coupon at any time with out any prior warning or notification. This could be because the voucher has reached its maximum use or the promotion is no longer running or violiation of our terms and conditions.


Do you sell gift cards?

No. We do not currently offer any gift cards at this time.


My coupon is not working. What do I do?

  • Make sure you have met the minimum purchase requirement stated on the coupon.

  • Check that the coupon is not expired

  • Make sure that your coupon is being used in the correct channel: web, catalogue, or store.

 How do I redeem Coupons on the website?
During the checkout process, you will be able to enter your coupon information when you enter your payment information.


J) Customer Support

How do I contact Customer Support?
For product enquiries or additional questions, customers within the United Kingdom may call +44 (0) 02081 331182 - Monday to Friday from 8:00 AM GMT to 8:00 PM GMT & Saturday 8:00 Am GMT to 1:00Pm GMT or email support@buynutritionals.co.uk.

 

These Frequently Asked Questions were last updated on 19rd March 2019