A) Privacy and Security

What is your privacy policy?

We value and protect your privacy. For complete details, please review our full Privacy and Security Policy on our website.

Is my credit card information secure?

Absolutely. You can shop at www.buynutritiondirect.com with confidence.
We use PayPal, a trusted global payment gateway since 1998, to process all payments securely.

PayPal ensures your safety through:

  • 128-bit Secure Sockets Layer (SSL) encryption

  • Advanced security protocols and encryption technologies

  • Full compliance with PCI DSS (Payment Card Industry Data Security Standard)

For more information, please read the PayPal Privacy Policy.

I don’t want to provide my credit card online. Are there other options?

Of course! You can place your order over the phone by calling:
📞 +64 274 585 599

B) Products

Which product is right for me?

You can explore our product pages to compare details and benefits.
We also recommend consulting your healthcare professional for personalized advice.

Where are your products manufactured?

All  products are produced at USANA Health Sciences’ state-of-the-art facility in Salt Lake City, USA.

How can I view Supplement Facts for a product?

Most products have a “Supplement Facts” tab below the product image.
For more details, contact us at +64 274 585 599.

I have the catalog item number. How do I order it?

Use the “Search by keyword or Item#” option at the top-right of our homepage.
Enter the item number, click search, and proceed to checkout.

How do I find information about a product?

You can:

  • Use the search bar at the top of the page

  • Browse the menu for quick navigation

  • Visit the Product Information section

Need more help?
📧 support@buynutritiondirect.com | 📞 +64 274 585 599

A product I want is out of stock. Can I still order it?

Yes. We’ll ship available items immediately and send the backordered product once it’s restocked — at no extra shipping cost.

A product I want has been discontinued. What can I do?

Unfortunately, discontinued products are no longer available for purchase.

C) Order Status

How can I check the status of my order?

Call +64 274 585 599 or email support@buynutritiondirect.com.
Orders are processed within 24–48 hours and delivered within 5–7 business days.

Will I be notified about backorders or delays?

Yes. We’ll notify you via email with the expected availability date.

I’m missing an item from my order. What should I do?

  • Check your invoice for backorders

  • Look for multiple tracking numbers (items may ship separately)

When will my order ship?

Orders ship within 24–48 business hours, Monday–Friday (excluding holidays).

My order needed verification. Will it still ship today?

Yes. Once verification is complete, your order ships immediately.

My order includes a backordered item. Will it ship today?

No. Backordered items ship once restocked.

D) Pricing

What is your pricing policy?

We offer 10–20% lower prices than retail rates listed on the official USANA website.
As an independent distributor, we frequently run special promotions.

When do prices or promotions change?

Prices and promotions may change at any time, especially during weekly or monthly specials.

E) Accounts

Do I need an account to shop online?

Yes. An account is created during checkout.
You may browse freely without registering.

How do I update my account information?

Click My Account, log in, and update your details.

I forgot my password. What should I do?

Click “Forgot Your Password” on the login page to receive a reset link.
Still need help? Call +64 274 585 599.

How do I sign out?

Click Sign Out at the top-right corner — especially important on shared computers.

F) Ordering and Payment

How do I place an order?

  1. Add items to your cart

  2. Click Checkout

  3. Enter billing, shipping, and payment details

  4. Click Submit Order

How do I use Quick Reorder?

Log in, open a previous order, and click Reorder.

My order status says “Open.” What does that mean?

Your order has been received and is being processed.

Can I modify or cancel my order?

No. Orders cannot be modified or canceled once submitted.

When will my card be charged?

Your card is charged the same day the order is placed.

Can I receive products automatically?

Yes! Join our Preferred Customer Program to receive automatic shipments at the best prices.

Can I view past orders?

Yes. Log into My Account → Order History.

What payment methods do you accept?

Visa, MasterCard, American Express, and PayPal.

Do I need to pay sales tax?

All prices include applicable New Zealand taxes.

G) Shipping

When will my order ship?

Orders are processed within 24–48 hours and delivered in 5–7 business days.

Where are orders shipped from?

Orders ship from Auckland, New Zealand.
All products are manufactured by USANA in Salt Lake City, USA.

What shipping carriers do you use?

DHL / Express New Zealand

Can I ship to a different address?

Yes. Enter a separate shipping address at checkout.

H) Return Policy

What is your return policy?

We offer a 30-day, 100% money-back guarantee on initial orders (excluding shipping).
Refunds are processed within 2–3 weeks of receipt.

Return Address:
USANA
Level 1, 93 Ascot Avenue
Greenlane, Auckland 1051

What if my items arrive damaged?

We’ll replace them immediately.
📞 +64 274 585 599 | 📧 support@buynutritiondirect.com

I) Coupons and Promotions

How can I get coupons?

Sign up with your email to receive exclusive offers.

Do you sell gift cards?

Not at this time.

My coupon isn’t working. What should I do?

  • Check eligibility

  • Ensure it hasn’t expired

  • Confirm it applies to online orders

J) Customer Care

How do I contact Customer Support?

📞 +64 274 585 599
📧 support@buynutritiondirect.com
🕘 Monday–Friday, 9:00 AM – 8:00 PM (excluding holidays)