FAQ

We are sure there will be questions and we are here to help you! Below are a few common questions that might help.

Q) Why are no products showing up when I click on a particular brand or category?
A) Only products that are in stock will be visible on the website. If you are not seeing any products within a specific brand or category, it means that we are temporarily out of stock. If there is a specific product you are looking for, please send us an email or call us and we will do what we can to bring it into stock for you. info@nutranorthwest.com or 800-458-0891

Q) How long will it take to receive my order?
A) All orders that are received before 2pm Pacific Time will be shipped that same day Monday-Friday. If your order is received after 2pm, it will be shipped the following business day. All orders are shipped via either USPS Priority Mail or UPS Ground. Shipping transit times will range from 2-7 days depending on the method of shipment and your location. At the time of shipping, you will receive an email with your tracking number so you can track your order.

Q) Can I pick up my order?
A) Yes. If you are located in our area you can choose “Pick up in Store” at checkout and we will have your order ready to be picked up from our office in Mukilteo, WA.

Q) What are your office hours?
A) Our office is open Monday-Friday 9am-4:30pm Pacific Time. If you need to arrive earlier or later, please call us and if we can, we will be happy to set that up for you.
Our office and warehouse are closed or close early on the following holidays or on the day they are observed:
New Year’s Eve- we close at noon Pacific Time
New Year’s Day- closed
Memorial Day- closed
4th of July- closed
Labor Day- closed
Day before Thanksgiving and Thanksgiving- closed
Christmas eve- we close at noon
Christmas day- closed


Q) What if there is a problem with the order I received?
A) All orders cannot be returned. However, please contact us with any issues or questions regarding your order and we will do our best to resolve the problem as best we can. If the packaging was damaged during shipment, please keep the packaging and if you are able, take a photo and send it to us.


Q) Heat-sensitive products
A) Certain products, such as probiotics and fish oils are heat sensitive. While these products may be labeled as heat-sensitive, they are not heat-intolerant. Probiotics are often made to compensate for any bacteria losses during transit. This is to ensure the product you receive is every bit as effective despite any temperature changes. Some of our heat-sensitive products will be shipped with an ice pack that may arrive warm, but don't be alarmed. The pack usually stays cooler than outside conditions and continues to help keep your heat-sensitive product cooler, even after it melts.

Q) What are shipping costs?
A) Orders that are $65 or more have free shipping (except to Alaska, Hawaii and Puerto Rico). Orders that total less than $65 have a shipping fee of $11.75. If you require having your order expedited to you, please contact us and we will get you shipping estimates to your location.
If you have a question or concern about a heat sensitive product shipment, please do not hesitate to contact us and ask about it.

Contact Us- we are here to help you:
800-458-0891
info@nutranorthwest.com