True Protein is dedicated to serving you our customer. Please browse through all of our policies and visit our “frequently asked questions” section if you have any questions or concerns. At any time you need additional help please email us directly here. |
| Policies |
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| Frequently Asked Questions |
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Our current operating hours are Monday through Friday, 8:00AM to 4:00PM PST. Orders are processed in the order in which they are received, and ship as soon as possible once they have been paid with a credit card or with PayPal without complication. Orders placed with a check or money order, we will not ship your order until the check is received and funds are cleared. On the rare occasion a product ordered is out of stock, we will inform you promptly through email or a telephone call and give you a general time your product will be back in stock and generally ship out the rest of your order immediately unless the out of stock item is in a custom formulation.
We ship all domestic (USA) packages using UPS, you have the option of Ground, 2nd Day Air and Next Day Service. Packages going to the east coast generally take 4-5 business days to receive using ground service and closer states to California, packages are generally delivered overnight or on the 2nd business day. UPS does not deliver on Saturday or Sunday. If you select Next Day Service on Friday, you will not receive until Monday morning. All orders placed after 2 pm PST on Friday will not go out until Monday or the next business day.
UPS does not deliver to PO boxes, we need a physical address for shipping. Please fill out a physical address in the shipping address field of the check out of the shopping cart if your billing address is a PO box. Not doing so will greatly hold up delivery of your order.
If you are a Canadian customer, we have special rates with UPS with no brokerage, tax or duty charges. REPEAT: there are NO brokerage, NO tax, NO duty charges, and NO surprises for Canadian orders. What you pay on the site is all you pay, you will never have an extra bill when receiving your package, like many other companies do. We have customs brokers in house to clear all packages before they hit the border, as well we take on all tax and duty charges, NOT you.
NON-Domestic or Canadian Customers: If you are ordering from other than the USA or Canada please use this site. We generally ship all NON-US orders with the United States Postal Service. Our site now gives accurate shipping quotes for all countries, please use our site for ordering. Please be aware of your Countries regulations or laws in regards to receiving dietary supplements. We require ALL products to be shipped in plastic containers/jugs, we will not ship any product to any country other than the US and Canada in plastic bags. We have had too many situations with our bags and customs to continue with this option. We will do everything in our power to work with you and any requirements your Country has for receiving your package, but WE HOLD NO RESPONSIBILITY in duty/tax or any other regulation your Countries customs may have. IMPORTANT NOTICE: The USPS no longer provides a Surface Mail option as it has in the past; as a result, the cost of shipping internationally has risen dramatically. USPS International Priority Mail now provides tracking services and expedited shipping of only 6-10 days anywhere in the world.
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We at True Protein want our customers to be completely satisfied, this is our first priority. We will allow returns of products that have not been opened, that are non-customized and are not in “bulk” or “raw” form. They may be returned within 30 days of purchase date. Please contact inquiry@trueprotein.com in this event for further instructions.
We cannot return any products of customizable nature. These products are specifically designed by the individual buyer of that product. We will though allow returns on customized products, in the rare event the products were mixed incorrectly by True Protein’s team.
At any time there is an issue or question about our products or service or an inquiry about returning product, please email inquiry@trueprotein.com.
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True Protein has a commitment to our visitors and customers to keep their information safe. We at True protein keep strict guide lines in doing so and take care to respect the privacy of its online visitors and customers. True Protein collects information about our online users only on a voluntary basis, only when a visitor purchases our products or registers with our site. This information is kept safe within our system and is never released, sold or made available to 3rd party entities. True Protein, never discloses information regarding our visitors and/or customers, such as name, address, or telephone numbers. We insist our customers’ information is safe.
True Protein’s site collects non-personal information from visitors to track the total number of visitors to the site in and to identify the visitors Internet browser type. This information is used solely to better our site for quicker and easier navigation and to better our service to you, our customer.
Overall our goal is to keep your information what it is intended to do, for purchasing products from our online store and processing that order.
Information We Collect
True Protein’s online ordering process requires your contact information, i.e., your name, address, telephone number, e-mail address, etc. By providing your contact information, it allows us to process your order and to get products ordered to you, our customers, quickly and safely; plain and simple.
Cookies
True Protein’s site uses cookies. They are generally used for making your web visit experience better, and they are needed and used for our shopping cart system. True Protein will never disclose our cookies to any third party entity.
Changes to this privacy policy can happen at anytime, but we will be prompt in updating them on these pages.
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How is Trueprotein different from other supplement companies?  |
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We are very different. We will give you the customer the highest quality supplements known for the absolute lowest price possible. We are able to do this by sourcing the highest grade proteins/supplements in large quantities and offering to you our customer with a “no frills” style of packaging. What does that mean to you… You are not paying for the 5,000.00 dollar per page advertising campaign in your favorite health and fitness magazine, the fancy jug or special packaging.
People walk into nutrition centers now and plop down 30 dollars for 2 LBS of Whey protein concentrate. Compare this with two pounds of our high quality whey protein concentrate from Trueprotein.com and you end up paying about only 8 dollars.
Additionally we allow our customer to custom design their own custom supplement if they choose to do so. Please visit our customization module of our site to further see the ability to mix and match proteins, fats, carbs and supplements. If you can think it up, we can make it for you. Alot of supplement companies will list the ingredients of their protein powder and/or supplements on their jug but they refuse to list the percentages of each component. Well that could mean you could be getting 98% of a very cheap lower quality protein, and 1% each of two high quality expensive proteins making up the rest. We feel this is extremely unfair and unjust. We only offer the highest quality materials from all of the top manufacturers around the world, and we have the certificates of analysis to prove any and all of our products. If you tell us you want 60% of this and 20% of that and 20% of something else in your custom formula, be reassured that’s exactly what you’re going to get!
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| I dont know what to order. There are so many options and its kind of overwhelming. |
| We have all types of customers, from the extremely informed to the novice, regardless of your level of knowledge regarding protein powders and supplements, we can cater to all people. If a customer is not comfortable or does not possess the knowledge of what would be best for them, we do have a few extremely well versed individuals on the True Protein team, that can help the novice up to the expert into offering them a better and more refined supplement for their needs and goals, all free of charge 7 days a week. We all started in health and fitness the same way, with most of us being bombarded with the marketed hype that many retail supplement products promise. Many would-be customers come to our website and become overwhelmed with the endless possibilities of supplement mixes, but we always encourage the novice to ask questions and to read through our unbiased information on our site to learn, after all it is your body. Ask our opinion on something and we will gladly give it to you. We also carry an extensive line of “pre-made” formulas we have designed that we feel best suite and fit many goals. |
| Why is the protein or supplement I ordered a different color or consistency from the last time I ordered? |
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Many variances can happen from time to time and they are completely normal and harmless. These differences on inconsistencies are only visual, they never effect the nutritive values of the product. There are 2 main reasons for inconsistencies, first color differences can happen in the agglomeration (instantizing) process. The level and type of lecithin that is used to agglomerate can change a batches color slightly. As well, from time to time mesh size can differ from one batch to the next. Mesh size is just the particle size of the material; again this doesn’t effect any final nutritive value.
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| Why is my protein foaming up like crazy? |
| Most people think protein powders need to be blended or shaken rigorously. On the contrary proteins of today simply need to only be twisted/stirred with a spoon in a glass. However some proteins and materials are better suited for blending or shaking. We recommend just gently shaking your protein or mix, let it sit for about a minute and it should fully be blended with no lumps. An alternative method that many people use is just use the pulse feature on their blender in 2 or 3 short bursts. |
| I ordered Strawberry flavored protein and it is not pink |
| Our flavors (not our premium line of flavors) use no type of color additive. So a flavor that typically has a color to it, like strawberry, fruit punch, etc. Will have no color hue to it, it will mix and look like plain protein. |
| I live in Canada, (or a foreign country to the US), can I order? |
| Yes we will ship to any country that will allow us to ship to them. All countries can use the www.trueprotein.com site for accurate shipping quotes and regulations. All countries outside of the United States and Canada must have their protein shipped to them in jugs due to various customs rules and regulations. |
| I am having issues signing in and/or using my password? |
| Please make sure you are using your whole email address, i.e. yourname@whereever.com, and then use the password you have selected. For any reason you can not login, please shoot us an email at inquiry@trueprotein.com and we can reset your password and/or username (email address). |
| I am having problems adding products to my shopping cart, they don’t seem to register. |
| If your internet settings are set to not allow cookies, you will not be able to add product to your shopping cart and ultimately check out. To change your settings: Please click on “tools”, in the tool bar, then click on “internet options”, then click the security tab. At the bottom you will see a “custom level” button, press this and reset to “medium”. |
| Certain areas of your website are not working, what’s the issue |
| Most times it either 2 things, you are using an out of date browser or an obscure browser or you do not have cookies allowed with your browser. Please switch your browser to allow cookies, or update your browser, or use a browser like Microsoft Internet Explorer for ease of use. |
| What is your shipping and turn-around time? I live in the United States | |