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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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 |
| We manufacture and ship from Northern San Diego, if you live on the East coast packages will take up to 5 business days for UPS ground, if you are in the Mid West your package should take 2-3 days UPS ground, and if you are in the West, your package will take 1-2 days UPS ground. We also offer 2nd day delivery and overnight delivery with UPS. |
| How long do orders take to ship? |
| We have a strict policy and try our very best to stick to it. If an order comes in before 2 pm PST Monday thru Friday your order will go out the same day. On the rare occasion a product you have ordered is back ordered, we will notify you immediately to see if you want to change your order or if you would like to wait until it comes in. Additionally if you order more than what is backordered, the rest of your order will go out immediately and the remaining part of the order will go out when the backordered item comes in. |
| I live in Canada. What is your shipping and turn-around time? |
| We use UPS standard for all packages into Canada, although we do have 2nd day and overnight service as well. Most packages take around 4-7 business days to arrive into Canada. We have worked long and hard to properly bypass many “customs border slow down” run-arounds, and have taken all customs brokerage in house. So your packages is already cleared customs before your package arrives at the border. WE REPEAT, THERE ARE NO ADDITIONAL TAX, DUTY OR BROKERAGE CHARGES. We have taken on all these charges in house and will never be seen by you our Canadian Customer |
| I live in Canada, am I going to be hit with a duty, tax and custom charges? |
| Absolutely Not. We have worked months putting in place the proper in house custom brokeraging to bypass the many “customs border slow down” run-arounds many Canadians have experienced. All customs brokeraging is now in house, where your package is already cleared customs before it even hits the border. WE REPEAT, THERE ARE NO ADDITIONAL TAX, DUTY OR BROKERAGE CHARGES. We have taken on all these charges in house and will never be seen by you our Canadian Customer |
| I live in another country other than the USA and Canada, What are your shipping turn around times? |
| We offer 2 services with the United States Postal Service, Surface Parcel Post and Airmail. Surface Parcel post can take upwards of 12 weeks or longer and is non-trackalbe, uninsurable, and is at your risk. Airmail will take about 7-10 days for delivery and is much safer than Surface. |
| Why don’t you have a flat-rate shipping charge like other internet supplement companies? |
| Some people have 1lb. orders; some people have 100lb. orders. We charge by the weight and zip-code and make absolutely zero dollars when it comes to shipping. Doing our shipping this way, allows us to have the absolute rock bottom prices with our product line. If you can find a company with a total price lower than ours, please email us and we will do something about this. |
| Why should I buy from you guys, when I can go to the local Health food store and get it today? |
| If you want to at least double your cost for lower grade protein and supplements, go the local route. But if you want the highest quality product for the least amount of money, order with us. For example, a 2lb tub of protein is anywhere from 20.00 to 44.00 of a lesser grade protein, you can buy our high quality whey proteins generally between 8.00 and 14.00 for 2lbs. Considering, on a yearly basis many people go through a tub of protein a week, you’re looking at a savings of roughly 624.00 – 1562.00 a year and that is only for your protein intake, imagine the total savings with supplements included. |
| What payment options do you offer? |
| We offer Credit cards, (Visa, MasterCard, Discover, and American Express), PayPal (paypal@trueprotein.com) money orders, or checks. |
| Im a first time buyer and I was referred to you by someone else who gave me their discount code. Where do i enter the discount code? |
| You enter the discount code during the checkout of your order. |
| Does your protein come with a scoop? |
| No, but you can order one from our site for 0.50 cents or you can use a 1/3 of a cup measuring scoop which is the same size as our standard 70cc scoop. All protein/supplements shipped in jugs, receive a free scoop per jug. |
| How much protein comes in one scoop? |
| Well our most common scoop is our 70cc scoop, which comes out to about 25-30 grams of protein per rounded scoop. Other materials like our supplements and carbohydrates weigh a bit more around 40-50 grams per scoop. |
| What is Aminogen? |
| This is an enzyme called Protease, which helps in the digestion and assimilation process of amino acids. For only an extra 0.70 cents per lb, this is a great addition to any mix. |
| What is the easiest way to reach you guys at Trueprotein? |
| Unquestionably by email, as we will see it within seconds as we are on our computers all day long and are notified when an email arrives. You can also reach us by phone, but due to the loudness of our clean room and warehouse sometimes we do not hear the phone ring. Email is definitely the way to go and it would be very rare you sent us an email during business hours that isn’t answered right away. |
| What are BSL flavors? |
| This is a highly sought after flavor system that is known far and wide as the best tasting flavors around, so for that very reason we decided that we needed to get them for our customers. We carry them in our array of products and without a doubt they are extremely popular. |
| I sent 2 emails to you and still have not received an answer to my question. |
| We answer every single email that arrives in our email box every day. We have found out thru trial and error that some people have set their spam filters too high on their email service and anything containing a company name (such as trueprotein.com) is filtered out. We most likely are getting your emails (because we have the filters set at the lowest setting) but you are not getting our return email to you. We have also noticed that email providers such as AOL, MSN, yahoo and hotmail have built in filtering systems and again it puts our email to you (containing @trueprotein.com) into your spam folder. |
| Wow creatine ethyl ester has just an awful taste, has it gone bad? |
| Without a doubt, because of how it’s manufactured and derived, CEE is probably the worst tasting supplement around. But on the other hand it works so well for the majority of people. Our recommendation with it is to put it into Crystal Light or (Walmart’s cheaper version of crystal light) Orange Juice flavor and let it sit for about 3 minutes, stir and down it. This seems to do the trick for most people. |
| I live local to your distribution center. Can I come by and pick it up myself. |
| Due to our business license and insurance we are unable to allow for that by law, we are not issued as a retail “walk in” location. |
| If I order my protein in food grade bags what do I put my protein in? Can I store it in these bags? |
| Most people store their protein in large Tupperware type containers for easy convenience. Some even keep their old protein containers or jugs from us and store their protein in them. Our protein will last in the our food grade bags at least 2 years if stored properly in a dry, dark, cool area. Remember UV from the sun and heat can denature protein. |
| Do you ship to P.O. Boxes |
| We currently do not. UPS is our main shipper and they will not deliver to P.O. Boxes. If tht is your billing address, please provide us with an address so we can ship your order. If you do not, you will receive an email from us asking for one. |
| Why can't I select a sweetener for the BSL or Premium Flavors? |
The BSL and Premium Flavor Systems are both presweetened with artificial sweeteners, and no additional sweetener will need to be added to the material. Premium and BSL Flavors are much sweetener and better tasting than the standard True Protein flavors, however for a completely natural and organic sweetened and flavored powder we recommend selecting the standard True Protein flavors along with the Stevia organic sweetener. |