How Do New Customers Register?
Create a new customer account by clicking here.
Once you have completed registration, a confirmation email will be sent to the email address provided. Should you not receive a confirmation email, please check your spam folder or contact us. Please ensure you have provided the correct email address.
What are the Customer Account Advantages?
The advantages of having a customer account:
- You are able to track orders online
- You can create and manage wish lists
- You can Manage your address book
- You can have an overview of your order history
Whats are the Differences between Customer Checkout and Guest Checkout?
You have the option of checking out as a guest. When selecting this option you will need to enter all of your details on each new order as your details are not saved in our system. With a guest account, you cannot signup for our Newsletter and are unable to take advantage of any promotions running. A customer checking out as a guest is unable to benefit from the advantages of a registered customer account. Thus you are unable to check the status of an order. The tracking information is sent once to the email address provided during checkout.
If you have placed an order as a guest and would now like to create a customer account, you are able to do so by registering as a new customer on our website or by contacting Customer Support. We will be happy to create an account for you.
Please ensure that the email address provided is correct. If it is not correct, you will not be able to receive any information regarding your order or the delivery of your package. If you provided an incorrect email address, please contact Customer Support who will confirm your information and correct this for you.
How to use My Account
What is My Account?
“My Account” allows you to:
- Edit your details
- Manage your addresses
- Provides an overview of all prior and active orders and the products and product quantities ordered
- Modify your password
- View your wishlists
The dashboard allows you to make changes to orders that have already been placed, but not yet shipped. For example, you can send us your preferred changes to:
- Billing information
- Delivery information
- Order information
- Additional notes
What are My Orders?
The “My Orders” section allows you to view all prior orders. You are able to follow the progress of all orders and also check their respective details.
How can I Modify Billing / Delivery Addresses?
Modifying Delivery Addresses
When creating a customer account, you have the option of choosing from several delivery addresses to which your order is to be shipped, i.e. home, place of work, collection points such as a Packstation, UPS Access Point and etc.
If a delivery address needs to be modified once an order is placed, we kindly ask you to login to your account and submit an “Order Modifications” request or contact our Customer Service Team with your order information. Please note that the selected address cannot be modified once an order has already been shipped.
Modifying Billing Addresses
Your billing address can be modified under “Billing and Shipping Addresses” in “My Account” before placing an order.
In order to make changes to your addresses for orders already placed, we kindly ask you to login to your account and submit an “Order Modifications” request or contact our Customer Support Team with your order information. Please note that the selected addresses cannot be changed for an order that has already been shipped.
Orders / Payment
How Do I Place an Order?
Placing an order on FantasyNutrition.com is easy. Use our search or navigation tools to locate the products you desire. Once you have selected the required products, flavors, sizes and/or quantities simply click on the “Add to Cart” button.
When you have selected all desired products, go to the top of the page and on the right-hand side click on the cart icon, then view cart. Here you are able to modify the quantities of items added or remove them completely from your cart. If you are satisfied with your selection of products you may proceed to the checkout page. If you are a registered customer simply click on “Click here to login” next to the Returning customer and fill out your login details. New customers are now able to easily create a customer account by filling out their checkout details and check marking the box next to “Create an account”. Alternatively, new customers can create an account by clicking on the icon next to the cart icon in the upper right-hand side of the page and then “Register”.
If you have a coupon, you can apply it now by clicking on “Click here to enter your code” next to “Have a coupon?”.
Once your billing and delivery addresses have been selected, the updated shipping options for your address will be visible on the right-hand side. After selecting your desired shipping method, you can review your total order price. You can now select your preferred method of payment. Once these steps have been completed, you are able to finalize your order by clicking on “Place Order”. If your order is successfully processed, you will arrive at an order confirmation page with your order number.
What are the Product Availability & Stock Levels?
We do our best maintain consistent stock levels and to stock as many products as possible. Products that are in stock are dispatched on the same day the order is placed or at the latest within two days. The product page displays the product’s delivery status. On the product page, the products are displayed as: In Stock, Not in Stock or Back-order. During checkout the estimated delivery times will be displayed. Should any unforeseen delays occur, a notification email will be sent to your email address.
What are the Payment Options?
The Available Payment Options are:
Pay comfortably and conveniently with your credit card. We accept the following cards: VISA, Mastercard, American Express and JCB.
Transfer the order amount to our bank account. Once the payment is cleared, your order will be processed and shipped.
Should you require any assistance or would like to make changes to your order, please contact our Customer Service Team.
What Does the Order Status mean?
The various order status processes are defined below:
Ready for dispatch: The order has been received by our system but has not been processed yet. Order changes can still be made at this point.
Currently being packed: The order is currently being packaged for delivery or on the way to the selected delivery courier. Order changes are not possible at this point.
Shipped: The order has been shipped.
Cancelled: The order has been cancelled.
Should any unforeseen delays occur, a notification email will be sent to your email address.
Why Have I Not Received An Order Confirmation Email?
Please check your spam folder. Oftentimes, the order confirmation email will be in the spam folder due to email settings.
If you did not receive an order confirmation by email after placing an order, the email address provided may have been entered incorrectly. Alternatively, the order process may not have been completed successfully.
In these cases, please contact Customer Support.
How do I Cancel / Modify an Order?
Modifying an Order
Order Modifications can be made in your account under “Order Modifications”. Fill in the details and click “Modify my Order”. Modifications need to be processed by Customer Service. As long as your order has not been prepared for dispatch, modifications and cancellations can still be processed quickly and easily. We do our best to fulfill your requests.
Modifications and cancellations cannot be processed once a package has been prepared for dispatch or already shipped.
If the parcel has not been prepared or shipped, the order will not be dispatched until the desired modifications requested by the customer have been made.
**Please note: Any product cancellations in a given order may be subject to additional shipping fees if the total order value is not eligible for free delivery.
In order to process any order modifications as quickly as possible, we kindly ask that these requests be made within 24 hours of placing your order by submitting an Order Modification, or in the first email correspondence that includes the following information:
- First name & surname
- Order number
- Modification or cancellation requests (item names, flavors, colors, sizes, delivery address, packaging etc)
If you would like to add products to your order, please let us know which payment method you prefer to settle the additional costs.
Payment Method Modifications
If you have selected an incorrect payment method please contact our Customer Service Team .
Cancelling an Order
Should you want to cancel the entire order after the payment has been received, please state whether you would like a store voucher or the refund in the original form of payment (credit card, bank transfer, etc.). If the payment was settled using a bank transfer, we kindly ask you provide us with the banking information in order to issue a refund.
What if I Received an Incorrect Product?
We apologize for the delivery error.
We kindly ask that you contact Customer Support if you have received an incorrect product.
What if I Received an Incomplete Order?
The order may have been shipped using partial shipping methods and ask that you contact Customer Support who will verify your order details and the selected shipping methods.
Shipping & Delivery
What are the Shipping Costs?
Shipping To the United Kingdom and Europe
- Standard Delivery (3-7 Business Days): £10.52. Free for orders of £155.57 and up.
- Expedited Delivery (1-4 Business Days): £16.19.
Shipping To the United States and Canada
- Standard Delivery (3-7 Business Days): $12.99 USD. Free for orders of $199 and up.
- Expedited Delivery (1-4 Business Days): $19.99 USD.
All Other Countries
- Standard Delivery (2-12 Business Days): $19.99 USD.
- Expedited Delivery (1-6 Business Days): $29.99 USD.
What are the Shipping Times?
All orders that are received via internet, telephone, or any other means are processed and shipped within 1-4 business days. Most orders ship the same or next business day. Orders placed by 11 a.m. Pacific Standard Time Monday to Friday for in-stock items will be shipped the same day. We will send you tracking information within 24 hours of dispatching your order to the e-mail address you provided during checkout. Orders are not shipped on statutory holidays or weekends. Estimated Shipping times are below.
United States, United Kingdom, Europe, Canada
- Standard Delivery: 3-7 Business Days
- Expedited Delivery: 1-4 Business Days
International- All Other Countries
- Standard Delivery: 2-12 Business Days
- Expedited Delivery: 1-6 Business Days
What are Shipping Couriers are Used?
Orders are shipped by DHL, FedEx Ground, Postal service, UPS or FedEx Next-Day, Two-Day or Three-Day delivery or another shipper of our choice.
How are Bulky Items Delivered?
Bulky items are delivered via a freight forwarder. Items are delivered to the curb of the specified address.
What about Customs?
Goods being shipped may incur additional taxes and custom duties as a result of special trade agreements which are in place.
Please note that taxes and duties are not included in shipping prices.
Our prices do not include taxes and tariffs.
International customers may be subject to customs fees and/or import duties and taxes, which are levied once a shipment reaches the destination country. Additional charges for customs clearance are the customers responsibility and we have no control over these charges and cannot predict or provide estimates on what they may be. Customs policies vary widely from country to country; you should contact your local customs office or tax authority for information specific to your situation.
When ordering from FantasyNutrition.com you are considered the importer of record and must comply with all laws, rules and regulations of the country in which you are receiving the goods.
For international shipments to all other countries, the following rules and restrictions apply:
- Please do not order items that are illegal to import into your country. Laws vary in every country and it is your responsibility to check with your local Customs office to see what products are allowed and what products are prohibited to import prior to placing your order.
- Should your order be seized by Customs for any reason and we do not receive the items back, there will be no refund issued. If we do receive the package back after being seized and the products are in the same condition and not expired, we will credit you the purchase price minus the shipping charges and restocking fees. You are responsible for the original and the return shipping costs. No refunds will be issued for packages returned after a period of 120 days of the delivery date.
- You will be emailed tracking information once your order has shipped. The courier picks up the packages from our warehouse, processes the packages and inputs the information into the postal service database and your tracking numbers can be used on your local postal service’s tracking system.
- Please allow up to two weeks for delivery by International Airmail and please note that this does not include any time the order is held in the destination country’s Customs office. If you have not received your package after 30 days, check with your Customs office.
- Any customs, duties, or any and all other taxes must be paid by the recipient. We report the exact amount of the sale on the Customs form. We encourage you to call your customs office to find out the exact import taxes or duties you will need to pay before you place your order.
- Some countries allow for importation of otherwise disallowed products “for personal use only”, but not for resale.
- All orders are charged in US dollars.
Please note that our processing times do not apply for International orders due to special regulations that apply on International orders. If you are using a foreign bank’s credit card, you may be required to provide documentation pertaining to your credit card after your order is placed. Please understand that this is required as an extra security measure to insure your credit card’s security and prevent fraudulent transactions. You will only be asked for this information on your first order.
We reserve the right to decline an order for any reason.
These policies are subject to change at any time and without notice.
If you live in a country not listed in the country field during check out, please contact us.
Will I be Charged Customs Duties and Taxes?
When your package arrives to your country, you may be asked to pay additional fees in duties or taxes in addition to what you have already paid for your item(s). These charges are imposed by the local custom office and are not in our control. We do not take responsibility for these. Prior to placing your order, it is important that you are aware of your local import duties and taxes, if any.
How long will my Package be Cleared from Customs?
Generally, packages are cleared from Customs within a few days, however may take up to a few weeks. Please note: Some products are not allowed to be imported into specific countries for example “Yohimbe” cannot be imported into Australia. It is your responsibility to confirm that the products being purchased are allowed into your country. Should your order be held by Customs, we will do our best in assisting you in having your order cleared and delivered, however we do not guarantee it. In the event that Customs seizes and/or destroys your item, we will not refund you.
Where Is My Package?
In your account, under “My Orders” you can find an overview of all your previous orders, track the progress of your order under order status and retrieve any specific details regarding your orders. Once an order is shipped from our warehouse, a shipping confirmation email is sent to your registered email address. The shipping confirmation email also contains the tracking number assigned to your package.
What if I Missed the Scheduled Delivery?
In such instances, additional delivery attempts may follow or you may be notified that the package can be collected at a nearby location. Please refer to your tracking details for more information. It may be beneficial to use an alternative shipping address, i.e. Place of work.
What if I Received A Damaged Package?
When the shipping company delivers a damaged package, only accept the package if provided the option of signing a document that states: “Subject to…”. If this option is not provided by the delivery company, please refuse the package.
When there are no visible signs of damage on delivery, you accept the package and thereafter notice one or more products have been damaged, we kindly ask that you contact Customer Support.
Please Note: It is important that you do not dispose of the package and the contents. Please provide us with a photograph and your contact details via email as these items are required in order to process a claim.
Please also Note: We do not accept liability for any damage as a result of using a freight forwarding company.
My Package Is Lost. What Do I Do Now?
If your package has not been delivered, you have not received a card or notification, and the package has not been left with your neighbours we kindly ask that you get in touch with Customer Support. We will try to locate the package and if necessary contact the delivery company and open a formal investigation.
What if the Product Design Varies from the Image?
We do our best to ensure that the images on our website are up to date, however, at times the images may be out-dated.
We would appreciate if you would inform us about any deviations in product design that you have encountered.
What if the Product/Brand is Not Listed?
If the product you desire is not listed, please contact Customer Support. We will verify whether the product is in stock and inform you promptly.
What if I had Questions about Products?
All product enquiries can be made to Customer Support.