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    Shipping, Returns, Refunds, & Exchanges Policies

    GENERAL PURCHASES & FREE SHIPPING POLICIES

    *RESTRICTIONS FOR FREE SHIPPING AND PATIENT MEMBER VOLUME PRICING PURCHASES

    FREE SHIPPING - ELIGIBILITY RESTRICTIONS - DO I QUALIFY?

    Free Shipping is available for MOST, BUT NOT ALL products when the purchase total is $25.00 or over for product(s) purchased, however, restrictions apply, see below definitions.

    • Free shipping is NOT included for product purchases eligible for any other discounts or coupon codes.  
    • Free shipping will NOT be provided when any other Patient Member discount is eligible due to patient volume purchases (3 or more products selected).
    • Free shipping is NOT included when the product(s) selected is/are already set at Patient Member special pricing.
    • Free shipping INCLUDES protein and other powder product purchases ordered either as a single or multiple container powder order, INCLUDES orders of other individual powder type product purchases, and INCLUDES protein powder and other powder type products when combined together with any non-protein powder product purchases. 
    • Free shipping INCLUDES shipping addresses only within the Continental USA.   
    • All orders eligible for free shipping will be shipped ONLY by first-class USPS mail unless required to be shipped by priority mail per USPS due to weight of the total ordered products.
    • All customers are strongly urged to purchase shipping insurance to cover the entire amount of their purchase, no coverage is included for Free First Class Shipping, and Full coverage MAY not be included in Priority Mail and Express Mail shipping!

    The above exclusions are reflected within the checkout final purchase amount.

    For example, some products have a pre-set Patient Member special price so these products are NOT eligible for volume pricing. 

    When the total purchase is for 3 or more items and you do not see Patient Member special pricing applied to one or more products selected, this is because the product(s) you selected is/are already discounted prior to adding the products to the checkout cart.  Therefore, be mindful that the website is accurately reflecting some products from a few manufacturers which are NOT eligible for ADDITIONAL PATIENT MEMBER SPECIAL PRICING.  The shopping cart and final sale price will reflect such amounts eligible for either free shipping or whether a product is eligible for Patient Member special volume pricing.  

    For purchases of 4 or more of these pre-set special priced products, any volume special pricing applied for these items will not be greater than 5% even though you selected 4 or more products.  When your order reflects a lower patient volume discount than you anticipated, that means you selected one or more products which are NOT eligible for any further price reductions.

    AGAIN, NOT ALL PRODUCTS ARE ELIGIBLE FOR ADDITIONAL PATIENT MEMBER SPECIAL PRICING UPON CHECKOUT DUE TO THESE PRODUCTS PRICES ALREADY SET AT PATIENT MEMBER SPECIAL PRICES.

    If you are having your order shipped via USPS First Class Mail, whether free shipping or paid shipping, please be aware that unless you the customer pays for shipping insurance for your purchase, your package shipment does not automatically contain delivery and package insurance on the contents and costs of your purchase.  You the customer are strongly advised to purchase shipping insurance for the full cost to replace such orders' contents.

    USPS Priority mail only provides a minimal amount of built in package insurance, please be advised you are strongly recommended to purchase additional shipment insurance to cover the full package and order contents regardless of which shipping option is used to ship your order.

     

    VOLUME DISCOUNT OR FREE SHIPPING

    When the Patient Member selects 3 or more products, CNC will provide the Patient Member the greater cost savings of either 5% savings on 3 products, or 10% on 4 or more products purchased, OR the Free Shipping savings, whichever is the greater savings for the customer. 

    Patient Members WILL NOT obtain both Free Shipping AND any eligible Patient Member Discounts.  This policy will be reflected in the checkout cart area and invoice.  Products already offering a special pre-set patient member discount are not eligible (see above definitions).

    Some products are NOT eligible for ANY Patient Member discount  and are not eligible for Free Shipping, and therefore, when the Patient Member decides themselves to manually calculate whether they obtained a 5 or 10% discount on a volume order, the amount of Patient Member discount on the entire order before shipping charges are added may NOT reflect the entire 5 or 10% discount.  The final checkout price is not a final checkout price error, the Patient Member will have determined one or more products are observed to not be eligible for Patient Member special pricing due the the products being set at special pricing prior to selection.  

    If this is confusing, please call our office and we will explain our policy.  To repeat, NOT ALL PRODUCTS ARE ELIGIBLE FOR PATIENT MEMBER SPECIAL PRICING or FREE SHIPPING, regardless of whether the non-eligible products purchased are $25.00 or over in purchase amount.  IF you happen to select a product that is not eligible for free shipping due to its pre-set Patient Member special price, no matter how many containers you purchase, you will not obtain free shipping nor additional Patient Member special pricing upon checkout.

     

    SHIPPING POLICIES

    GENERAL SHIPPING RULES & PROVISIONS

    Most products ordered before 2:00 PM Eastern Standard Time (EST) on Monday - Friday MAY ship on the same day, depending on inventory availability.  

    If you order products after 2:00 PM on Friday, anytime on Saturday, or Sunday, products will not be shipped until Monday at the earliest, depending on inventory.  

    99% of orders completed by the customer on Monday through Wednesday at 12:00pm (Noon) EST should ship within 48 hours, depending on our inventory and/or manufacturers' inventory.  Most manufacturers' products will at times be out of stock and on a manufacturers' backorder.  This is NOT a situation that CNC is in control of, and of course, if you order products that are already on a manufacturer's backorder, this will delay shipping of your product(s) ordered.

    Although it is rare, some manufacturers may have their own difficulty with importing products or raw materials and this results in delays in clearing USA customs causing manufacturers' backorders for expected availability to be delayed.

    If you placed an order for products to be shipped by USPS Express Mail on any day after 2:00 PM EST from Monday-Friday, or at anytime after 2:00 PM Friday through 11:59:59 PM on Sunday, we may not ship via USPS Express Mail until the following business day, or longer, depending on in stock inventory of the products ordered.  

    Please be aware that USPS only guarantees a 1-2 day delivery for USPS Express Mail, USPS no longer guarantees a 1 day delivery.   Before you request shipping by USPS Express Mail or Priority Mail, please call us at 855-326-8449 to determine product inventory availability.

    CNC advises that you do not wait until the last day of your nutritional product supply needs to order products.  Although CNC stocks thousands of products in their inventory, you should not expect CNC to have all such products in stock at all times.  Although sometimes manufacturers have a backorder supply problem and manufacturers may take weeks to months to fulfill CNC orders from them, manufacturers backorders are not common.  

    CNC always recommends you plan ahead at least 7 days from your nutritional products supply being empty to order or re-order products so as to maintain product dosage and frequency administration for all your health needs. 

     

    LOST OR STOLEN MAIL PROBLEMS:  CUSTOMERS, CLIENTS, OR PATIENTS CLAIMING THEIR SHIPMENT WAS NEVER DELIVERED OR WAS LOST IN THE SHIPPING PROCESS

    If you are having your order shipped via USPS First Class Mail, whether free shipping or paid shipping, please be aware that unless you the customer pays for shipping insurance for your purchase, your package shipment does not automatically contain delivery and package insurance on the contents and costs of your purchase.  You the customer are strongly advised to purchase shipping insurance for the full cost to replace such orders' contents.

    USPS Priority mail only provides a minimal amount of built in package insurance, please be advised you are strongly recommended to purchase additional shipment insurance to cover the full package and order contents regardless of which shipping option is used to ship your order.

    If you have tracked your shipment and USPS states your package was delivered, but you have not received the package, please call ENDICIA TO FILE YOUR REFUND CLAIM AT 1-866-297-4616.  YOUR PACKAGE IS INSURED THROUGH ENDICIA if you purchase additional Endicia insurance.  REFUNDS ARE PROVIDED BY or through ENDICIA.  Once you call ENDICIA you may be redirected to call our office to complete your claim or to call USPS to file your claim.

    Sometimes customers may experience they cannot find their package in their mailbox or usual place of delivery.  These are unfortunate circumstances and very rare, but still may happen to you. 

    These events can be investigaed by the customer or CNC through USPS tracking information.  CNC can and will VERIFY whether packages which have been shipped through ENDICIA USPS shipping procedures does in fact state the package has left from the local postal office and is either still in the process of delivery or has been delivered to the address you provided.  The customer can also do this as well online at www.USPS.com by entering the tracking number into the USPS.com tracking number search box.

    CNC highly advises ALL CUSTOMERS to select and purchase shipping insurance for all purchases.  This is even more important for purchases made by customers when product orders are being shipped outside of the United States to foreign countries. 

    CNC takes NO responsibility for:

    • USPS shipping delivery errors,
    • USPS late delivery,
    • Lost packages in in last possession by USPS,
    • Stolen package shipments that may occur, even though USPS verifies USPS has delivered the package to a customer's address, or delivered to an outdoor doorway or porch area, or delivered to a non-secured location such as a unlocked mailbox. 

    ENDICIA USPS provides CNC with a tracking number for each shipment, this information is available for customer access.  CNC has less power than the customer to obtain information and/or refunds about shipping or delivery issues when the customer claims they have not received their package, so CNC advises the customer to contact their local USPS Post Office manager to assist with lost or stolen packages to assist with an expeditious claim refund.

    Customers are advised to please use the USPS tracking number which CNC provides, or obtain this tracking number from the customer account within the CNC website, and to copy and paste the tracking number into the USPS.com website to track where your package was delivered, or where it is currently located in the delivery process route.  USPS provides delivery confirmation or at least the last known destination in the process of shipping your purchases or package. 

    Because CNC is not responsible for delivery of shipped packages, this is the final responsibility of USPS.  Once the customer's package is picked up by USPS for delivery by USPS or scanned into the USPS system at the USPS local or area facility, tracking and possession of such package can be monitored and followed through the USPS system.   

    CNC does not provide refunds for anyone who claims they have lost or undelivered shipments of their purchased products when USPS provides tracking data stating they received the package from CNC for delivery.  All refunds are provided by ENDICIA when eligible.

     

    INTERNATIONAL ORDERS AND SHIPPING ( SHIPPING OUTSIDE OF USA )

    If you are ordering products to be shipped to any destination address outside of the USA, please be aware that all orders will be shipped via United States Postal Service ( USPS ). 

    For customers who desire orders to be shipped via UPS or FedEx, you must first contact CNC by telephone or email CNC to pay for and arrange such delivery of the desired products via these alternative shippers.  To ship via UPS or FedEx, please be advised that an additional $20.00 will be applied to the orders’ estimated shipping charges set by the shipper for the product order.  

    You, as the international customer, please be aware of the following and that for any international shipment the customer agrees to the following:

    • CNC DOES NOT PAY FOR ANY CUSTOMS CHARGES APPLIED BY THE CUSTOMERS’ CUSTOMS OFFICE FOR SHIPMENTS SENT TO THE CUSTOMERS’ COUNTRY OF PRODUCT DESTINATION
    • THE CUSTOMER IS SOLELY RESPONSIBLE FOR 100% OF ALL IMPORT CUSTOMS CHARGES THAT ARE LEVIED BY THE CUSTOMERS’ COUNTRY CUSTOMS OFFICE OR DEPARTMENT. 
    • CNC WILL NOT ISSUE REFUNDS FOR ANY PROBLEMS THE CUSTOMER MAY HAVE WITH THE CUSTOMERS’ CUSTOMS OFFICE OR DEPARTMENT.

     

    XYMOGEN ORDERS

    XYMOGEN ORDERS may take up to 7 days to ship especially when orders are made on a Friday, Saturday, or Sunday.  Plan accordingly when ordering your XYMOGEN products.  

    XYMOGEN PRODUCTS will not ship until a free initial consult is completed with our physician by telephone or email.  This phone consult may last from 1-5 minutes.  It is a onetime consult which will give you access to future orders without calling in your orders.  Most return phone call consults will be attempted by our physician in the evenings so please be available to take our physician's call so we can complete the processing of your order.

     

    STANDARD PROCESS, MEDI HERB, & PHP ORDERS

    STANDARD PROCESS, MEDI HERB, AND PHP ORDERS will not ship until a free initial consult is completed with our physician by telephone or email.  This phone consult may last from 1-5 minutes.  It is a onetime consult which will give you access to future orders without calling in your orders.  Most return phone call consults will be attempted by our physician in the evenings so please be available to take our physician's call so we can complete the processing of your order.  

    GENERAL SHIPPING INFORMATION

    Clinical Nutrition Centers can ship to virtually any address in the world.  Please note that there are shipping restrictions on some products, and some products cannot be shipped to some international destinations.  We accept no responsibility for shipment of products that you ordered and paid for but which your country may hold at a customs office.  It is your responsibility to obtain customs information and restriction information pertaining to your country in which you desire to receive shipments of nutritional supplements from CNC.

    When you place a single product or multiple product order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.

     

    HOW SOON WILL MY ORDER BE SHIPPED?

    Most orders may qualify for same day shipping which will depend on inventory available and whether the order was completed before 2:00 pm Eastern Standard Time.  The majority of product orders will ship within 1-4 business days but may take longer to ship.  

    However, some products not in inventory may be on manufacturers back order and may take up to or over 10 business days to ship such product orders.  Large orders over $400.00 may require special inventory procurement and may require over 2 business days before your order can be shipped.

    Please also note that the shipping rates for many items are weight-based.  The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.

    NO SHIPPING WILL OCCUR FOR ORDERS OCCURRING AFTER 12 NOON EST ON THURSDAY THROUGH SUNDAY DURING THE SPECIFICALLY NAMED HOLIDAYS TYPICALLY OBSERVED BY USA BANKS.  THIS INCLUDES NEW YEARS DAY, PRESIDENTS DAY, EASTER HOLIDAY, MEMORIAL DAY, INDEPENDENCE DAY, LABOR DAY, AND CHRISTMAS DAY.  ON THANKSGIVING DAY HOLIDAY WEEKEND, THE NO SHIPPING EXTENDS TO ORDERS MADE AFTER 12 NOON EST ON THE WEDNESDAY PRIOR TO THANKSGIVING THROUGH SUNDAY FOLLOWING THANKSGIVING DAY.

     

    EXPRESS OVERNIGHT & PRIORITY MAIL SHIPPING REQUESTS

    You must first CALL our office to inform us you desire special Express or Priority Mail shipping methods for your order.  

    If you desire to ship via this method, the cost of shipping will be paid entirely by the patient, client, or customer, However PLEASE BE AWARE certain restrictions apply.  If the product(s) type or amount is not then currently in CNC inventory, the products will not qualify for these Express or Priority Mail shipping methods.  Additionally, if you make an order for any products on a Friday, Saturday, or Sunday, the products will not be shipped by Express or Priority Mail until the following Monday, and the entire order will only be shipped if such items selected are in the CNC inventory.  

    This is why we ask you to call us if you desire Express or Priority Mail so we can assist you with your order and whether all items are available for immediate shipping.

     

    REQUESTS FOR:    ( ATTENTION!!! )

    • REFUND POLICY FOR PURCHASES WHICH HAVE COMPLETED CREDIT CARD PROCESSING 
    • PRODUCT RETURNS WHICH HAVE COMPLETED CREDIT CARD PROCESSING AND SHIPPING
    • REFUNDS FOR PRODUCTS ORDERED THEN REQUESTING CANCELLATION AFTER COMPLETING PAYMENT

     

    Refunds are conditional.  CNC reserves the full and exclusive unconditional right to offer a full, partial, or no refund.  CNC reserves the full and exclusive unconditional right to determine whether a circumstance is eligible for any partial or full refund. 

    Orders for any products paid through a credit card purchase transaction whereby such purchase transaction has fully completed bank credit card payment processing, and whereby the products ordered have not yet been shipped, and whereby the customer decides to cancel the entire order prior to shipment of the products ordered, CNC reserves the full unconditional right to issue a PARTIAL refund regarding such specific transaction, whereby CNC will issue a refund amounting to 95% of the total transaction amount.  A 5% surcharge of the total original transaction sale will be charged to the customer to compensate CNC for the the credit card processing fees charged to CNC by the credit card processor for the initial completed sale transaction and refund processing fees charged to CNC for previously completed credit card transaction. 

    For 100% refund eligibility, it is the customers responsibility to contact CNC by TELEPHONE CALL ONLY prior to 12 noon Eastern Standard Time on the same day as orders are made by the customer (Monday-Friday excluding holidays), for any orders requested to be reversed without the customer incurring credit card processing fees.  These actions must be followed for CNC to void the transaction in full without CNC incurring any credit card transaction payment processing and refund fees. 

    For orders made after 2:00 PM Sundays-Thursdays you have until 12 noon on the following day to contact CNC by TELEPHONE CALL ONLY to request a full refund.  For orders made after 2:00 PM Fridays through 2:00 PM Sundays, all such orders will be unconditionally INELIGIBLE for a full 100% refund, in these cases the customer is eligible for a 95% refund.

    RETURNS & REFUNDS POLICY FOR PURCHASES WHICH HAVE SHIPPED TO CUSTOMERS, CLIENTS, AND PATIENTS

    The Clinical Nutrition Centers' (CNC) Return & Refund Policy provides a CONDITIONAL refund for products purchased and shipped to the patient, client, or customer pursuant to specific terms and conditions being met.  

    Terms & Conditions for Returns & Refunds (certain restrictions apply):

    1. The patient, client, or customer must first contact CNC by telephone to initiate all Return or Refund requests and provide a reason for the request as certain restrictions apply.  These Returns or Refund requests must be made within 7 days of your delivery and receipt of the products you ordered or Returns and Refunds will not be considered by CNC.
    2. Due to the professional strength nature of the products that Clinical Nutrition Centers provides, Returns or Refunds are ONLY available for products that have been determined by CNC to have been recalled by the original manufacturing company.
    3. All refrigerated products and all special orders are non-returnable and entirely non-refundable.  
    4. CNC reserves the sole right to determine the extent of refund for all purchases minus all applicable shipping charges, credit card fees, and a 25% re-stocking fee in the event CNC does offer a refund.
    5. Clinical Nutrition Centers may issue a partial or full refund only after CNC receives the returned products in question and has determined all of the following conditions have been met:

    a.  For ordering mistakes made by the customer, the products' safety seal must still be fully intact and the product cannot have been     previously opened, CNC may then issue a partial refund which is the purchase price minus all applicable shipping charges, credit     card fees, and a 25% re-stocking fee in the event CNC does offer a refund. 

    b.  For returns made due to a manufacturer's recall, once a pridct has been returned to CNC, a refund shall be made according to the specific terms and conditions set forth by the manufacturer's refund policy set for such recalled products. 

     

    NO REFUND POLICY

    If you purchased products in person at our CNC office, or purchased products after having completed a nutritional consultation in person with our CNC doctor, either by email, by telephone, or by other teleconference methods, and our doctor had prescribed or advised specific products for your health condition, you are advised to administer to yourself or the patient, client, or customer such products as directed, and therefore, in these cases, refunds are not provided by Clinical Nutrition Centers, unless the products are recalled by the original manufacturing product company. 

     

    RETURNING PRODUCTS REQUIRES SPECIAL SHIPPING AND PACKAGING

    All items being returned must be properly packaged with bubble wrap protection and returned at the customer's initial expense.  According to the above listed refund provisions, your cost to provide return shipping of product shipped in error by CNC will be fully refunded to you.  

    Remember when returning products please ensure proper protective packaging around each product’s glass or other breakable bottle types, and add the correct amount of filler material to take up space within the boxes.   When you return products, please return them via USPS (United States Postal Service), FedEx, or UPS to: 

    Clinical Nutrition Centers
    12985 Perry Highway
    Wexford, PA  15090
    ATTN:  Returns Department
     

    If you have any questions please call us at 855-326-8449 or 724-719-3237 (Monday - Thursday 10 AM - 6 PM EST, Friday 10 AM - 4 PM EST), or e-mail us at admin@clinicalnutritioncenters.com.

    We, CNC, reserve the sole right to grant refunds for products ordered which are recalled by any manufacturer.  

    CNC will not refund products nor refund shipping charges for products that are ordered by customers that were wrongly ordered or for other reasons out of CNC's control.  

    All products listed on CNC's website provide the consumer with Supplement Facts content to provide the customer with information to make informed decisions as to ingredients which may cause allergies.  CNC will not refund products for products consumers purchase due to known or unknown allergies to ingredients.

    CNC obtains products directly from manufacturers so CNC trusts this chain of custody of the product.  Once CNC ships products to customers, the chain of custody trust has been altered beyond that between the manufacturing company and CNC.  

    Consumers trust CNC will not resale products that have been previously shipped to customers and then returned to CNC.  By keeping these standards, CNC ensures the consumer receives CNC's consistent promise to provide the consumer with products free of possible contamination, alteration, or other unwanted and unsafe changes.  

    Please contact CNC before attempting to make any returns.

     

    EXCHANGES FOR MISTAKENLY ORDERED PRODUCTS

    Clinical Nutrition Centers will not accept exchanges for products previously incorrectly ordered and shipped to you.  You may exchange items only when CNC mistakenly shipped to you the incorrect product,  CNC will cover the expense of shipping and return shipping when CNC determines it was responsible for the incorrect product being shipped.  All refrigerated products and all special orders are non-returnable, non-exchangeable and non-refundable unless the product was shipped to you due to CNC error. 

     

    EXCHANGES FOR PRODUCTS INCORRECTLY SHIPPED BY CNC

    Occasionally CNC may make shipping mistakes and ship the incorrect product(s) to patients, clients, or customers.  In this unusual event, Clinical Nutrition Centers will only accept pre-authorized exchanges for INCORRECT products shipped by CNC which are returned within 7 days of your receipt of the incorrect products.  Once CNC determines that the shipment of incorrect products were the result of CNC personnel shipping errors, CNC will happily exchange the incorrect product(s) for the correct product(s) and CNC will pay for the shipping of the correct products and will happily refund back to the patient, client, or customer the fees incurred for the return shipment of the incorrect products i the amount of the United States Postal Service first class mail return shipping mailing fee.  CNC will not pay for priority or express mail fees for the return of the incorrect products, so be sure the products are shipped according to these directions.  

     

    SHIPPING INSTRUCTIONS AND PACKAGING PROCEDURES

    All items being returned must be properly packaged with bubble wrap protection and returned at the customer's expense.  All exchanged products returned are available for an exchange refund towards new products if returned in unopened condition and also the bottles and labels remain in new condition.  It is your responsibility to ensure the product labels are not disturbed or altered prior to sending the return shipment, otherwise such disturbed or altered labels on returned products for exchange are assumed to have been opened and will not be refunded.  Remember when returning products for exchange please ensure proper protective packaging around each product’s glass or other breakable bottles, and add the correct amount of filler material to take up remaining empty space within the boxes.   When you return products, please return them via USPS (United States Postal Service), FedEx, or UPS to: 

    Clinical Nutrition Centers
    12985 Perry Highway
    Wexford, PA  15090
    ATTN:  Returns Department 

    If you have any questions please call us at 855-326-8449 or 724-719-3237 (Monday - Thursday 10 AM - 6 PM EST, Friday 10 AM - 4 PM EST), or e-mail us at admin@clinicalnutritioncenters.com.

    We reserve the right to allow exchanges for products ordered.  Please contact us before making your returns and expecting full refunds for exchange requests.