Frequently Asked Questions
My probiotics are warm/hot to the touch and the ice pack melted … are they still good?
Metagenics has performed extensive tests on your probiotics. Based on these tests, your probiotics will not lose any potency or efficacy, unless exposed to temperatures of 122 degrees or more for over 48 hours! We include ice packs to help keep your probiotics cool. Even though the ice packs will melt during shipment, they help prevent your probiotics from reaching those extreme temperatures.
Why can’t I order products?
We only sell our products to licensed healthcare professionals and their patients. We do not sell directly to the public. If you need help finding a practitioner in your area, we will do our best to provide you with contact information of doctors and healthcare professionals near you.
Can I sell your products on Amazon or other third party sites?
No, you cannot. We only sell to licensed healthcare professionals and their patients. If we find your account in violation of this policy, we will close the account. Please see our Internet Policy for more details: internet-policy
Why is my bottle of NutriDyn Fruits & Greens half full?
Product is sold by weight, not by volume. Some settling may occur during shipping and handling. The amount of the product contained in 1 scoop may be above or below 10 grams due to variations in handling and product density. For accurate measuring, please shake your container vigorously before scooping your servings so the product is not compacted down and fluffs back up before use.
How are products shipped?
We use UPS or SpeeDee Delivery for 1-3 day Ground Service delivery to your door. We use UPS SurePost to ship to a PO Box
Ground service is a standard $8 shipping charge on all orders with a subtotal of $200 or below. Orders with a subtotal of $200 or more receive free shipping.
UPS offers expedited shipping (3rd Day Select, 2nd Day Air, and Next Day Air) for an extra fee.
What do I do if I receive a damaged bottle or my order is incorrect? How do I return unwanted items?
Please call Customer Service at 800-444-9998 within 10 business days to report damaged, defective or incorrect items. We will take all necessary steps to correct the situation.
Please see our Return Policy for information about receiving authorization for the return of unopened products for credit: returns-policy
What happens if I put the wrong address on my order?
If an order ships with the address you provided but you now report it as incorrect, we will contact the shipping service in effort to intercept and correct the address. Any fees billed to NutriDyn related to the address correction and revised delivery will be charged back to you.
If the package has already been returned to NutriDyn, we will contact you to obtain the correct address information for reshipment of your order. The standard $8 shipping charge will be billed to you, along with any other fees incurred by NutriDyn from the shipping service for return of your package.
What if I’m not home when the package is due to arrive?
SpeeDee Delivery and UPS both attempt to deliver multiple times (unless you live in a UPS Access Point location, more info below). If you are not home during these attempts, the driver has discretion to leave the package if they deem the area safe. If not, the driver will leave a note saying what day they will try again. This note may have an option for you to sign for the package, allowing the driver to leave the package at the next delivery attempt. After three attempts, the package is returned to NutriDyn. Any fees assessed for the return will be billed back to the customer.
Some metro areas have UPS Access Points at which UPS will leave a package after a failed first delivery attempt. The driver will leave a note if your package has been taken to an Access Point. An Access Point is a UPS-affiliated retail location, such as a UPS store, local grocery store, or convenience store that offers to hold a package for you to pickup at a more convenient time. If you do not pickup the package within 5-7 business days, it will be returned to NutriDyn.
You can sign up for UPS My Choice, a program that will notify you about all upcoming UPS deliveries to your address. You can get alerts that tell you when your package will be delivered. You can also electronically sign for packages and reroute packages to other addresses if needed. For more information, please go to: https://www.ups.com/mychoice/welcome.html
I placed my order 2 minutes ago and forgot a product … can I still add to my order?
Once an order is submitted, it is immediately on track for fulfillment and shipment. Thus, product additions cannot be accommodated and a separate order will be required. Orders submitted separately cannot be combined for shipment. The only other option is to cancel your initial order and start over. This option is only available if your order has not yet been pulled for packing. You must call our Customer Service Department so that we can check the order status and determine if it can be cancelled.
Why do you use peanuts in your package? Are there other options?
Our peanuts are compostable. They are made of starch and decompose in water. To dissolve product, put small pieces into a sink and run water of peanuts. You can also put dissolved peanuts in a bucket and pour over your plants – it’s great plant food!
At your request, we can use 100% recycled paper as an option to pack your orders.