Frequently Asked Questions

Payment

Which payment methods can I use?

At Optimum Nutrition we have a number of different payment methods you can use.

You can find out more here.

I have a question about my payment – PayPal

A deferred bank payment is not implemented immediately but takes 6 to 10 working days to be completed. The recipient sees that the payment has been initiated, but only receives the money after complete processing.

The payment consists of two payment orders:

  1. Your bank transfers the desired amount to PayPal and the money is deposited to your PayPal balance.
  2. PayPal transfers the money from your PayPal account to the seller.

Payment order 1 must be completed first, before payment order 2 can commence. This process can take 6 to 10 working days.

Why is a deferred bank payment sent?

  • Your bank account has been confirmed, but this is your first payment using your bank account.
  • Your bank account has been confirmed, but your PayPal balance is overdrawn or you had a negative balance.
  • Our internal security system determines that the payment is sent as a deferred bank payment.

How can I prevent a deferred bank payment?

Adding money to your PayPal balance prevents a deferred payment. You can add money to your balance via www.paypal.com (added within 5 minutes) or via your bank account (added within 1 to 2 working days). You can also prevent a deferred payment by adding a credit card to your account.

Do your prices include VAT?

Yes, all our prices include VAT.

I need a VAT invoice

Once your order has been placed, you’ll receive an invoice from us. The VAT is not automatically stated on this. If you’d like to receive a VAT invoice, just contact our customer service and we’ll arrange one.

Promotions

How do I get a discount code?

Getting one of our discount codes is simple and makes placing an order even more fun! Make sure you follow us so you’re always the first to hear when we issue discount codes!

You can get them in the following ways:

  1. Subscribe to our newsletter, packed every week with promotions, special offers and other interesting discounts.
  2. Follow us on Facebook, Twitter and Instagram, where we regularly feature discount codes that you can redeem on the website.
  3. As a registered customer, when you place an order with us, we invite you to place a review of your purchase. Once your review is approved, you’ll receive a discount code by email.
I’ve been invited to write a review about one of your products. How does this work?

The reviews alongside our products are written by our customers and assist us in improving our products and service. They also help other customers who are also interested in the product.

When a customer submits a review, we have to check that it doesn’t break certain rules and regulations. The example below details some of the claims and statements we’re not allowed to publish:

In connection to claim legislation and the control of this by the Netherlands Food and Consumer Product Safety Authority, it is no longer permitted to place health claims and/or medical claims, concerning Optimum Nutrition products on our site. Reviews such as “I have been cured of….” or “I lost 5 kilos in one week using product x” etc. can no longer be placed.

If your review is published, it can take 2-3 days before you’ll receive your discount code by e-mail.

Guidelines for writing a review can be found here.

Ordering

Placing your order

Ordering at Optimum Nutrition is very simple! Just follow these simple steps:

  1. Choose what you’d like to buy.
  2. Add them to the shopping cart by pressing the order button.
  3. At the upper right side of the screen you’ll see the product that has been added to your shopping cart.
  4. You can then open the cart and complete the order by following the steps in the order process.

If you need assistance or product advice we’re more than happy to help! You can contact our Customer Service via e-mail or webform.

View our opening hours and contact options here.

Please note: after you have placed an order, you’ll receive a confirmation e-mail. Check the order and address details carefully. If something is wrong, please contact customer service as soon as possible by telephone or via the chat button.

My products are still in the shopping cart, has my order been received properly?

It’s possible that due to an error your products are still listed in your shopping cart even after you have placed your order. Once the order is packed and shipped, you’ll receive a confirmation e-mail with a Track & Trace. If you haven’t received this e-mail after a few hours, please contact our customer service.

View our opening hours and contact options here.

I get an error code during the order, what should I do now?

Oops, sorry about that! An error code may be caused by a number of different things. Please contact our customer service and they’ll investigate for you.

View our opening hours and contact options here.

I’ve not received a confirmation yet, what should I do?

There could be different reasons for this. Have you checked the spam or junk folder of your e-mail? If you’ve not received confirmation of your order after 30 minutes, please contact our customer service so we can investigate it for you. Similarly, if you don’t receive confirmation of shipment the next day, please contact our customer service.

View our opening hours and contact options here.

How long does a shipment take and what are the shipping costs?

Check our page about delivery time and shipping costs here.

The product I want isn’t in stock, what should I do?

We know it’s frustrating if the particular product, flavour or variation you want is out of stock. If this happens, please contact our customer service who will try and find out when this product will be available again.

Check our opening hours and contact options here.

I’ve received an e-mail that a product isn’t in stock and my order can’t be shipped, what should I do now?

Unfortunately this can happen sometimes despite careful stock management. If so, you’ll receive an e-mail that your order can’t be shipped the following working day.

To help solve the issue, we’ll contact you as quickly as possible the next working day. Obviously, you can also contact customer service to discuss this.

View our opening hours and contact options here.

Can I change my order after it’s been placed?

Your order is prepared immediately so unfortunately it’s not possible to make any changes. However, within a 30 - 60 minute time frame we can cancel your complete order and refund your money the same (working) day. You just then need to place a new order. If you have any questions, you can always contact us via e-mail or webform.

View our opening hours and contact options here.

Can I cancel my order?

We can cancel your order and refund your money the same (working) day, as long as you let us know within one hour of placing it. It’s not possible to cancel your order after this because the order will have already been packed and in the shipping process. If you have any questions, you can always contact us via e-mail or webform.

View our opening hours and contact options here.

When will my order arrive?

Delivery is on working days only (Monday – Friday). There’s no weekend or bank holiday delivery.

Once your order is ready, we’ll send you a confirmation e-mail containing tracking details of our parcel carrier, which you can use to trace the order online.

In some cases you will also receive an indication of the delivery time (1 hour window) on the day of delivery.

Please note that it can take up to 24 hours for your tracking link to update after your package has been dispatched from our warehouse.

Click here for additional information on shipping and delivery.

My order wasn’t delivered

Your package can be returned for a number of reasons. If the package can’t be delivered, please check the address details. In addition, the package could have been damaged in transit. In both cases, please contact our customer service who will help you.

View our opening hours and contact options here.

I won’t be at home at the time of delivery

If you are not at home during the time of delivery, the courier will leave a calling card. Simply follow the instructions provided and you’ll be granted several options for the next delivery attempt, including, but not limited to:

  • Leaving the package in a safe place
  • Delivery to a neighbour
  • Picking up the package at a pick up point/local depot
  • Changing date of delivery
Can you deliver to an alternative address?

Yes, we can certainly do that. Just opt for delivery at an alternative address during the order process.

My package is at the pick-up location, do I have to bring anything?

To collect your package, you’ll need a valid proof of ID and the barcode of your order.

My order didn’t arrive at the designated time

You’ll receive an indication of the day and time slot when your package will be delivered. While we always do our very best to deliver at the designated time, delays can sometimes occur due to unforeseen circumstances.

I haven’t received my package, but delivery has been signed for?

You can use the Track & Trace code to check the whereabouts of your package. It may have been signed for by one of your neighbours. You’ll receive a notification of this in your letterbox, which states where your package has been delivered. Alternately, your package could be at a pick-up location. If the location is still unclear then please contact our customer service for more information – we’ll be more than happy to help you!

View our opening hours and contact options here.

My shipment has been damaged

Please contact us and we’ll help you!

My package is incomplete

Please contact us and we’ll help you!

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