Refund Policy

Effective Date: March 14, 2026
Website: optimumnutritionusstore.com | Store Name: Optimum Nutrition US Store
Contact Email: [email protected]
At Optimum Nutrition US Store, we strive to ensure complete customer satisfaction with every purchase of Gold Standard Whey, pre-workout formulas, protein powders, and other sports nutrition supplements. This Refund Policy governs the terms and conditions for returns, refunds, and replacements, and applies to all orders placed through our website. By completing a purchase, you acknowledge and agree to the guidelines outlined below.
We prioritize transparency and fairness in all refund processes, while adhering to U.S. e-commerce regulations and dietary supplement safety standards.

1. Eligibility for Refunds & Returns

To qualify for a refund or return, items must meet the following criteria:
  • Timeframe: Return requests must be submitted within 30 calendar days of the order delivery date. Requests submitted after this window will not be approved.
  • Product Condition: Eligible products must be unopened, unused, factory-sealed, and in their original packaging with all seals, labels, and safety tamper tabs intact. Opened, partially used, or damaged (customer-inflicted) supplement items are non-returnable and non-refundable due to health, safety, and hygiene regulations.
  • Proof of Purchase: All return requests must include a valid order number, delivery confirmation, and purchase receipt to verify eligibility.

2. Exceptions to Refund Eligibility

The following scenarios are not eligible for a full refund or return, but may qualify for resolution on a case-by-case basis:
  • Items received damaged, defective, or incorrectly shipped (due to our error) – see Section 3 for resolution.
  • Expired products (we guarantee fresh inventory; contact us immediately if expired goods are received).
  • Orders lost, stolen, or delayed in transit by the shipping carrier (file a carrier claim first, then notify our support team).
  • Customized or non-stock supplement bundles (unless damaged/defective upon arrival).

3. Damaged, Defective or Incorrect Orders

We stand behind the authenticity and quality of every Optimum Nutrition product we sell. If you receive a package that is damaged in transit, contains defective/expired goods, or is the wrong item:
  • Contact us immediately at [email protected] within 7 calendar days of delivery.
  • Provide clear photos of the damaged packaging, defective product, and shipping label for verification.
  • We will resolve the issue with a free replacement, full refund, or store credit at no additional cost to you, including complimentary return shipping if required.

4. Refund Process & Timeline

  1. Submit Request: Email our support team with your order number, product details, reason for return, and photos of the unopened item.
  2. Approval: Our team will review your request and send a return authorization (RA) number with shipping instructions within 24-48 business hours. Unauthorized returns will not be processed.
  3. Return Shipment: You are responsible for return shipping costs unless the return is due to our error (damaged/defective/incorrect item). We recommend using a trackable shipping service to ensure delivery.
  4. Inspection: Once we receive and inspect the returned item, we will confirm eligibility and process your refund.
  5. Refund Issuance: Approved refunds are credited back to the original payment method within 5-7 business days of inspection. Processing times may vary by payment provider.

5. Refund Exclusions

  • Original shipping and handling fees are non-refundable, unless the order is canceled prior to shipment or the return is our fault.
  • Return shipping costs are the customer’s responsibility for non-defective, unwanted items.
  • Partial refunds are not offered for opened or used supplements.

6. Order Cancellations

Orders may be canceled for a full refund before shipment processing (typically within 1-2 business days of placement). Once an order has been dispatched, it cannot be canceled and must follow the standard return/refund process. To cancel an order, email us immediately at [email protected] with your order number.

7. Policy Modifications

We reserve the right to update or revise this Refund Policy at any time to reflect operational changes or regulatory requirements. The most current version will be posted on this page with an updated effective date.

8. Contact Us

For all refund inquiries, return requests, or policy clarifications, reach out to our customer support team:
Email: [email protected]
Store: Optimum Nutrition US Store

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