Frequently Asked Questions (FAQs)

 

Privacy and Security

What is your privacy policy?
We care about the privacy of our customers. Please read our entire Privacy and Security Policy.

Is my credit card information kept secure?
We have special technology called Secure Socket Layer (SSL) to prevent unauthorized people from intercepting your credit card information. Please read about credit card security to learn other ways to make your shopping experience more secure.

I don't wish to give my credit card information online. Are there other ways to order?
If you don't wish to shop online, you may order by phone. Contact our Customer Support Team at 888-272-4796.

Products

Where are your items manufactured?
Our products are manufactured in the United States. All of our supplements are manufactured under Good Manufacturing Practice requirements (21CFR Part 111, cGMP in Manufacturing, Packaging, Labeling or Holding Operations for Dietary Supplements) and are regularly audited to ensure that they are meeting our high quality standards.

How can I view the Supplement Facts for an item?
Most of the products on our website have detailed supplement facts available. Click on the Supplement Facts image under the product.

A product I wish to buy is out of stock. Can I still order it?
For shipments in the continental United States:
If an item is backordered, we will ship the balance of your order immediately and send your backordered item when it becomes available at no additional shipping charge.

A product I wish to buy has been discontinued. What can I do?
We're sorry, but we are not able to order products that have been discontinued.

Order Status

How can I find out the status of my order?

• Ensure you have received a shipping confirmation email and locate tracking number.
• If tracking number starts 1Z088 track via www.ups.com
• If tracking number starts 9 track via www.usps.com (tracking info may be limited)

My order is listed on UPS.com as "Billing Information Received" what does that mean?
"Billing Information Received" on your tracking indicates that your order has shipped from our warehouse and is in the possession of the carrier. If Billing Information Received is displayed (typically during weekends and holidays) the carrier will process your order on the next business day. We suggest tracking your order the following business day to get detailed information.

Will I be notified when my backordered item will be available or if the expected ship date changes?
If one of our items is on backorder we will provide an estimated ship date in your order confirmation email. If we are unable to ship your product by this date, we will provide you with an updated estimated ship date via email. If your product is not in stock by this updated, estimated ship date, you will be notified via email that the item(s) has been cancelled.

I'm missing an item from my order. What do I do?
If an item is missing from your order please check your invoice to ensure that missing item is not on backorder or check your email confirmation for possible multiple tracking numbers.(You order may have been sent in multiple packages)

When will my order ship?
Domestic orders will be shipped within 48 hours, pending verification of billing information and the shipping method selected.

My order needed verification; will it ship today?
If your order is held for verification purposes, it is most commonly for billing or address verification. It will ship as soon as we can resolve the issue. This often involves getting clearance from banks or additional information from you.

Pricing

When do the promotions and prices on the website change?
Prices on our website can be updated at any time and may change for weekly and monthly specials.

Accounts

Do I need to set up an account to shop on the website?
If you want to purchase products online you must set up an account. However, you don't need to set it up until you are ready to check out. Until then, you may browse, learn, and comparison-shop as long as you like.

I have changed my address, email address and/or credit card. How do I change my account information?
Contact our Customer Support Team at 888-272-4796.

I've forgotten the password for my account. What should I do?
Click on the Sign In page on the blue menu bar near the top of the screen. Scroll down to the "Forgot Your Password" section and follow the directions for receiving a new password instantly via email. Still have questions? Please contact us.

How do I "Sign out" of my account?
If you are using a public computer, you will want to log off, or "Sign out" of your account, before you leave the computer. You'll be able to tell if you are signed in by the options you see in the upper-right navigation bar.
If you are signed in:
You will see your name in the upper-right navigation bar. If you hover over your name, the final option on the list will be 'sign out.' Click this option and you will be signed out. You can sign in and out at any time by clicking the portrait in the upper right by the search bar.

What kind of password do I need to set up an account?
To keep your info safe, make sure your password contains:

• At least one Upper Case letter and 1 lower case letter
• One number
• Eight or more characters

Do I have to change my password if I’ve already got an account?
No. Only if you update or reset your password, you'll need to follow the new password guidelines.

I’m locked out! How do I get back in?
Just click on Forgot Password and follow the instructions. Once you reset your password, your account will be unlocked. You can give us a call at (888) 272-4796 and we will help you out.

Ordering and Payment

How do I place an order?

1. Add items to your cart by clicking the “Add to Cart” button displayed along with the product description.
2. When you have added all of the items you wish to purchase to your cart, click the Checkout button on either the shopping cart page or the top right corner of the page you are using.
3. Enter your billing, shipping and payment information as directed.
4. Confirm your order by clicking the “Submit Order” button at the bottom of the confirmation page.

Can I make changes to my order after I have submitted it?
We work hard to get your orders processed as quickly as possible. Due to the speed of most of our shipments, we are not able to make any changes once the order has been submitted.

Can I cancel my order once it has been submitted?
We work hard to get your orders processed as quickly as possible. Due to the speed of most of our shipments, we are not able to cancel orders once the order has been submitted.

When am I charged for the items that I ordered?
Your credit card is charged once your order is shipped from our warehouse. If you have a backorder item on your order your credit or debit card will receive an authorization for the full amount of the order including the backorder item. However, you are only charged once an item(s) ship from our warehouse.

Will you notify me if there are problems with my order?
We will immediately notify you by email of any complications with your order, including backorders and credit card authorization issues.

What forms of payment do you accept?
We accept the following payment methods:

• Visa
• MasterCard
• American Express
• Discover
• JCB
• PayPal

Do I need to pay sales tax with my order?
Sales Tax is charged on shipments to jurisdictions where sales tax is applicable. The taxability of a particular item is determined by the guidelines set forth by the jurisdiction the item is shipped to. Items sent to APO / FPO/ PPO military addresses are not subject to taxes.

Taxes are estimated to the best of our ability, and will be final on your order confirmation.
The amount of tax charged is based on current tax rates. Shipping charges may also be subject to tax in applicable states. Tax will be refunded for returned items.

If one or more of my items are on backorder, when will I receive my order?
If any items are on backorder, we may hold the order for a few days to wait for the backordered items if they will be back in stock soon. If we don't expect the backordered item back in stock within a few days, we will ship the rest of your order as scheduled.

Shipping

When will my order ship?
We make every effort to ship your order within 48 hours of order placement if all items are in stock. If any items are on backorder, we will ship them as soon as they are back in stock.

Where are you shipping my order from?
The location from which your order will be fulfilled and shipped depends on a number of factors including geographic proximity to your location as well as stock position for the product(s) that you ordered. Rest assured that no matter which location your order will ship from, we will provide the same level of care and urgency to ensure that your package arrives on time and in one piece.

What shipping carriers do you use?
Your package can ship these ways:

• USPS (used for most shipments)
• UPS

Do you refrigerate products during shipping?
Products are kept under a temperature controlled environment in our warehouse facility, but are not kept refrigerated during the course of shipping.

Will you notify me when my order has been shipped?
You will first receive an email confirming your order, and then another email notifying you when your order has been shipped.

Can I ship to an address other than my own?
Yes. When you go through the order checkout process, you will be able to enter separate addresses for billing and shipping.

Returns

Shop with confidence with our Easy Returns Policy

Customers may return any opened or unopened merchandise purchased from Rocks Nutrition  within 30 days. When accompanied by a receipt the customer will receive the return in the original form of payment. Without a receipt, the customer will receive a merchandise credit for the lowest selling price during the prior 30 days.

Make a Return By Mail:
For purchases shipped to your home, send your purchase and receipt to our Returns Department. For returns via mail, you must carefully package the product, you are responsible for the cost of return shipping.

Rocks Nutrition
Attention: Orders Department
2997 Cobb Pkwy. #724888
Atlanta, GA 31139

What should I do if my items arrive damaged or defective?
We make every effort to package your order so that it will arrive in great condition. Unfortunately, sometimes items may be damaged during shipment. We understand your frustration and we will do everything we can to replace the product as quickly as possible. If you have received a damaged item, please e-mail us at orders@rocksnutrition.com or call us at (888) 272-4796. Give us your name, order number and the item number that was damaged and we will arrange for the damaged item to be replaced immediately.

What should I do if I received the wrong item?
If you received the wrong product, or flavor, size or color, simply e-mail us at orders@rocksnutrition.com or call us at (888) 272-4796. Give us your name, order number and the item that was not correct and what item you should have received. We will check into this immediately, arrange for the missing product to be returned to us, and send out the correct product right away! You will receive the correct one before you know it.

Can I return products I ordered through the web or the phone to a retail store?
Yes. You can return a product purchased on our website or over the phone to a retail store for exchange or return. You must however, bring the credit or debit card you used to make the purchase to receive a credit if applicable. See the returns section for more details.

How will returns be processed for purchases made with Rewards Points?
If a return is made that was partially paid with Rewards Points, the return is processed so that certificate is credited first. The remaining credit difference will go back to original form of tender.

What happens to my points when I return an item?
Your points are deducted from your points balance.

What happens if I return a product bought using Rewards Points?
If you use your Rewards Points to buy an item and then return that item, you will be credited back to the original form of payment.

Coupons, Promos, Gifts

How do I get coupons from Rocks Nutrition?
Enroll in one of our subscription or membership programs.

My coupon is not working. What do I do?

• Make sure you have met the minimum purchase requirement stated on the coupon.
• Check that the coupon is not expired.

How do I acquire/redeem Rewards Points on the website?
For more information on how our Rewards Points Program works, please read the Program section of the FAQs.

Program

What is the Rewards Points Program?
The Reward Points Program is the Rocks Nutrition customer loyalty program. It’s our way of thanking valuable customers like you for choosing us for your health and wellness needs. You can enroll by joining one of our subscription or membership plans. Simply shop, earn points, and get rewarded.

How to join?
Join one of our subscription or membership plans online at www.rocksnutrition.com.

How does it work?
We automatically track the points you earn every time you shop with us. Make sure you log in before you shop online so you automatically earn points on purchases.

The perks

• Earn 1 point for every $10 you spend on RN products
• Earn points on any product on www.rocksnutrition.com
• Get sneak peeks at sales and events
• Enjoy a free birthday surprise
• Discounts on Rocks Nutrition  food and supplement products
• FREE Quarterly Magazine

Earning Points

How do I earn points?
It’s simple. You earn 1 point for every $10 you spend on the Rocks Nutrition online shop.

Do all my purchases count toward my points?
You can earn points on all our products, excluding shipping, handling, tax, gift card purchases, coupon discounts, Award redemptions, and returns. Points are based on dollars spent.

When do points expire?
Your points do not expire as long as you shop and earn Rewards Points within 12 months.

When do my points appear in my account?
For online orders, points will be automatically applied 48-72 hours after shipment date. If you don’t see your points within this time frame, please visit our Contact Us page on our website and let us know.

Point exclusions
Points cannot be redeemed for cash, cash equivalent, gift cards, or be applied to account balance.

My account shows that I have a certain amount of points, but I know I've spent more than this. What should I do?
Be sure to check that you haven’t already used the points in question. Please contact us and we’ll answer any questions you’ve got. If you don’t notify us of a point’s dispute within ninety (90) days of the transaction in question, you’ll have waived your right to make a point’s dispute with respect to that purchase.

What if I forgot to log in when purchasing online?
If you have the receipt from the purchase, please contact us for assistance. If you’re missing points, they can look up your account and adjust the necessary points you’ve earned.

• Contact Us: 888.272.4796
• Hours of operation: Monday – Friday 9:00 am – 6:00 pm EST

Subscription or Membership Cancellation

How do I cancel my subscription or membership account?
You can cancel your membership at any time by calling our Customer Support Team at 888.272.4796 or sending a message via the Contact Us page on our website. Upon cancellation, any unused points accrued in your account will be forfeited and cannot be redeemed.

Miscellaneous

By joining the Rewards Points Program, you agree to be bound by the terms and conditions set forth in these FAQs and Terms and Conditions. The account remains the property of Rocks Nutrition and must be surrendered upon request. No credit or cash will be given for unused points. Program account numbers are not transferable and are not for sale, resale or barter. Rocks Nutrition is not responsible for use of a member's account or redemption of a member's points in the event the member's account is stolen and the account is used or the points are redeemed prior to the member informing Rocks Nutrition that the member's account has been stolen. Rocks Nutrition reserves the right to cancel, modify, or restrict the Rewards Points Program, including, without limitation, the point conversion ratio and the point expiration policy at any time. Any changes can be made without advance notice. Rocks Nutrition may make these changes even though such changes may affect the member's ability to use points already accumulated. You are responsible for remaining knowledgeable about these FAQs and Terms and Conditions. A member's point balance, as reflected in the Rocks Nutrition records, shall be deemed correct. Rocks Nutrition reserves the right to determine the amount of points in any member's account based on the Rocks Nutrition internal records related to such member's account. In the event of an inconsistency between the amount accrued in a member's account as stated on any member's receipt and the Rocks Nutrition internal records, the Rocks Nutrition internal records will control. Rocks Nutrition assumes no responsibility for errors caused by incorrect member information. The sale of points is prohibited and may result in the confiscation or cancellation of your points as well as suspension or termination of your membership, which in each case shall be final and conclusive. Rocks Nutrition may revoke any Member's subscription or membership in the Rewards Points Program at any time if such member engages in abuse of the program or fails to follow the terms and conditions of the program. Fraud or abuse relating to the accrual of points or redemption of rewards may result in revocation of subscription or membership in the program and may affect a member's eligibility for participation in any other Rocks Nutrition program. Rewards Points are non-transferable and cannot be redeemed for cash. The interpretation and application of these FAQs and Terms and Conditions are at the sole discretion and determination of Rocks Nutrition.

The information you provide as a member of the program will be handled according to Rocks Nutrition privacy policy, which is available for review. For more information or other questions, please visit the Contact Us page and we will be happy to help you.

Customer Support

How do I contact Customer Support?
To submit a question or comment to us, use the Feedback Form on the Contact Us page of the website. Once you have entered your question or comment in the fields provided, click Submit to send it to us.

For product inquiries or additional questions, customers within the United States may call (888) 272-4796 – Monday – Friday from 9:00 AM ET to 6:00 PM ET.