International Shipping Policy

International Shipping Terms & Conditions
We ship international orders Monday – Friday from 8:30am to 2:00pm. Please note that holidays may delay your package being shipped out of our Minnesota facility.  The shipment methods we use are UPS Mail Innovations, USPS Priority International, or FedEx International (restrictions apply for FedEx shipping).  We reserve the right to change the order to the best shipment method for your order at our discretion. 

  • Rates are based on total weight and destination. Shipping rates may be subject to price change at any time.
  • Some products may not be shipped to certain destinations because of restrictions in that country. If an item has been selected that cannot be shipped internationally, we will make you aware of this before we ship your order.  Please note: We do our best to only ship approved items. It is your responsibility to determine if your package will be accepted by your country.
  • Once an order has shipped from our facility, it cannot be cancelled and returned to us. If you would like to return your order, please see our Return Policy.

Backorders & Refrigerated Items

  • In the unlikely event that any items in your order are unavailable for immediate delivery, we will contact you by email to make you aware of this issue. 
  • We do not ship backorders internationally. The product will have to be reordered at a later date.
  • We do not ship products that require refrigeration internationally. 

Unclaimed Packages and Confiscated Packages
If a package is returned by Customs, it is still subject to inspection and you are responsible for all fees to return product. The reasons Customs returns packages include:

  • Package unclaimed by customer
  • Delivery refused by customer
  • Customer unable or unwilling to pay Customs fees and taxes
  • Package is rejected by Customs, whether it is returned or destroyed is determined by the Customs office in the destination country.
  • Package is confiscated by Customs
  • Any other reason

The conditions during transit when a package is returned to us cannot be known, and therefore the product will be subjected to inspection and an approval process before being restocked or credited. Please choose your products carefully and read all available information on the website, including the list of ingredients and any precautions. It is your responsibility to determine if your package will be accepted by your country. We will help you as much as we can, but we have no control over what happens with your Customs or delivery service.

Once a package leaves our facility with an international destination, we can no longer be held responsible if something happens to it. If Customs opens your package and confiscates or misplaces merchandise, or anything else of that nature, we will not be held accountable for any loss incurred.

If your package is returned to our facility and you request us to resend the exact box that was returned to us, we will do so; but we need to collect an amount from you to cover the transit costs to reship. Any cost billed to NutriDyn by the delivery service for the return of the package will be charged back to you.

Packages not claimed at the consignee’s international post office and later returned to our facility are subject to the same Return Policy guidelines as any other package. Such a return can take 30 days to over a year to be received by our returns department. Due to this possible long return process by the Customs department, we will refund only for the items that qualify, based on our Returns Policy guidelines.

Waiting for arrival of your package

  • When your order is first shipped you will receive a tracking number that begins with 822. This tracking number can only be used at the UPS.com website. This tracking is for informational purposes only. Your local post office cannot track your package with this number. 
  • Once the package leaves the United States, you will receive a second tracking number that usually begins with LX, CY, or UM. It may take 7-10 days to get this number. You can take to your local post office and/or Customs location, so they can track your package for you. You can also track it yourself at your local Post Office’s website or at the United States Postal Service Website: www.usps.com
  • Some countries do not have Priority Mail International in-country tracking, which means we cannot track a package to any such country after it leaves the United States.
  • Please watch your mail for your package to arrive, or for a notice to be left by your local delivery service within the time frame it is expected.
  • You may be required to pick up your package at the local post office, and there may be customs fees and duty fees charged by your country.  You are responsible to pay these fees.  We do not know the cost of these fees as it varies from country to country.
  • If a valid email address is provided you will receive an email from us with your tracking number.  If you have questions about tracking your package, please call Customer Service.
  • We do not guarantee date of delivery on international packages
  • Customs can hold packages for an unspecified amount of time without updating the shipper or receiver on the location of the package.

If for any reason you refuse to accept an International package and it is returned to NutriDyn, any and all fees incurred for its return will be charged back to you. The original shipping fee will not be refunded. The goods in the returned box are subject to approval before being refunded.

Frequently Asked Questions

What if my package arrives and some or all items are damaged or missing?

Please contact Customer Service by email – info@nutridyn.com – within 10 business days.  Please provide proof of the damage, such as a .PDF attachment of a photo of the damaged items.  We will also require your sales order number.  We will not send out replacement product for an item missing or damaged. We will, however, issue credit for all items that qualify.

What if there’s a problem with an order that I asked NutriDyn to send to a stateside forwarding company who, in turn, shipped internationally?

We cannot replace missing or damaged items forwarded to and received by you from a 2nd-party shipping company. The reason for this is most forwarding companies open and repackage items for reshipment. Because we are not the company directly shipping to you at the international destination, we cannot be sure it was our error. If your 2nd-party shipper finds a problem with your order before reshipment to you, they can contact NutriDyn Customer Service upon receipt of the package so that we can resolve the issue.

If my package is returned by me or Customs for any reason, how will I know when it is received and refunded?

If you have a valid email address, you will receive email communication.  The first email is the Return Authorization, which tells you what qualifies for return and how much your credit will be.  The second email will be your Credit Memo and this email tells you that we have credited your order, applying the refund to your credit card.

I have not received my package yet. What can I do?

When we ship an international order, we are at the mercy of the destination country’s postal system and Customs as to how quickly a package is delivered.  Most packages arrive in a reasonable time, but some can be held up in Customs for a lengthy and unspecified amount of time (approximately 6-10 weeks). If Customs has the package, there is nothing we can do to expedite the Customs process. Please give your package ample amount of time to clear Customs.  If you are still worried about the delay in your package, please call Customer Service and we will do our best to determine the current location of your package.  If the package is currently in Customs, we will give you the tracking number for the order, so you can contact your local post office to request more information about your package.

I believe my package is lost and I want a replacement sent right away. What do we do?

Many times, when you think a package is lost, it is continuing to be held in Customs or by your local post office. However, the tracking doesn’t reflect that. Usually a package is delivered before any claims process can be completed. The claims process can be started 15 days after USPS shows delivery of the package to the destination country’s Customs office. We cannot send a no-charge replacement or issue credit until the claim process has been completed. Claim investigations take anywhere from 15-30 working days to complete and may be escalated further if a package is not found within that timeframe. Once the claim is completed, we will contact you with the findings of the investigation.

What happens if Customs delays, holds, or confiscates my products?

Because each country has different restrictions and procedures for products, we encourage you to contact your local Customs office for details and questions.  It is your responsibility to determine if your package will be accepted by your country. 

For packages returned to us due to Custom holds, refusal, unclaimed, or non-delivery issues, we will refund the full cost of the undamaged item minus shipping cost, as well as any fees billed to us for the return of your package. If Customs confiscates an ineligible item, we will not refund or credit for that item.