Health Professional FAQs
Q. How will I know if my order has been processed?
A. If you place your order online we will e-mail you an order acknowledgement within 24 hours, but please do check your spam in case it has filtered into this section! If you haven’t received an e-mail, please contact our customer services team via our contact form or by e-mailing email@example.com or by calling 0800 043 5777, and they will check that we have received your order.
Q. I’ve just placed an order, but would like to change some of the details.
A. If you have just placed an order, please contact our customer services team via our contact form or by e-mailing firstname.lastname@example.org or by calling 0800 043 5777 and we will try our best to amend your order before it is shipped out. Please note we can only respond to these queries between 8.30 am - 5.30 pm Monday - Friday.
Q. How can I pay for my order?
A. Online we accept the following credit/debit cards: VISA, MasterCard, Switch/Solo and Maestro. We can also take payment from PayPal on website orders.
Q. Can I place an order by telephone?
A. Yes. You can place an order by telephone, by calling us on 0800 043 5777. Our customer services and sales teams office hours are 8.30 am - 5.30 pm Monday to Friday.
Q. Do your prices include VAT?
A. All our prices are inclusive of VAT, where applicable.
Q. How much is delivery?
A. See our delivery options.
Q. When can I expect my order to arrive?
A. Delivery times can vary for Scottish Highlands, Isle of Man, Channel Islands and more. Please read more about when you can expect your delivery in our Delivery information.
Q. Will all my items arrive together?
A. We will always attempt to have all your items sent in one despatch, however, if you order a product on backorder this may be dispatched separately and at a later date. You will only be charged for a single delivery even if we send your order separately.
Q. Do you offer international shipping?
A. We cannot currently ship outside of the UK from our website. If you require delivery to the Republic of Ireland or locations outside of the UK please email email@example.com or call 0800 043 5777.
Q. Can I collect my order from Nutri Advanced?
A. You can collect your order from the Nutri Advanced headquarters if you place your order over the phone and specify that you will be collecting the order. Unfortunately we cannot offer collection for orders placed online.
Q. Can you supply me with a full postcode for a particular address?
A. No, however the Royal Mail can via their Postcode Finder.
Q. Can I return my order?
A. Yes, we offer a 365 Day Free Returns Guarantee which means that if you're less than 100% happy with your purchase then you can simply return the container within 365 days and you will receive a full refund within 7 working days. You can read more on our Returns Information.
Q. My goods are faulty; how do I arrange a replacement?
A. If you receive goods that are faulty or are incorrect then please contact our customer service team on our contact form or by emailing firstname.lastname@example.org or by calling 0800 043 5777 and they will arrange refund or replacement.
Q. I have a complaint about my order; what can I do?
A. We always welcome feedback from customers, so if you aren't satisfied with your order or the level of service you have received please contact our customer services team on our contact form or by emailing email@example.com or calling 0800 043 5777.
Q. I think I’ve had a reaction to a product. What should I do?
A. The best way to be sure that your reaction is due to the supplements you are taking is to discontinue all new supplements and see if your symptoms go away. If they do you can re-introduce any supplements one at a time, monitoring any symptoms as you do so, to ascertain which supplement you are reacting to. Always tell your practitioner that you have reacted as this can give them useful clues to the way that your body is working and may help to tailor your personal protocol.
Q. Can your supplements be taken alongside medications?
We recommend all medications are checked for any contraindications with nutrients or herbs before starting a new supplement. All drug/nutrient/herb interactions can be checked on Health Notes.
Q. How do I know if a supplement is gluten/dairy/soy free?
A. All products specify on their product page if they contain any allergens. You can view the label with the most up to date information on allergens which is included on the product page.
Q. How do I know if a supplement is vegetarian or vegan?
A. All products specify on their product page if they are vegetarian or vegan. If a product does not say that it is vegetarian or vegan in the description then it is not suitable for vegetarians or vegans.
Q. Are your supplements suitable for children?
Most of our products are suitable from 12 years and the recommended dosage can be taken. Some of our products may be suitable for younger children. We recommend calling the technical team on 0800 212 742 (option 3) or emailing firstname.lastname@example.org to check the suitability before recommending.
Q. Where are the ingredients sourced from?
A. At Nutri Advanced we only use ingredients from the best and highest quality sources. We use a mix of natural and manufactured ingredients according to what provides the greatest results for the end user.
Q. Why can't I find a certain ingredient?
A. We don't sell some nutrients and ingredients. We have a list of these such products on our What We Won't Sell page.
Q. Why do you use excipients?
A. Excipients are the non-active ingredients in our formulas that help in the way the active ingredients are used and processed. The excipients that we use are safe and approved and are only used in the minimum necessary amount. The excipients help a product to take its form as a tablet or capsule. They also make tablets and capsules easier to breakdown in the stomach and easier to swallow. You can find more information here on our page Why Are Excipients Necessary?.
Q. You use a lot of tablets, some of which are larger than I’m used to. Why is that?
A. Our products are all carefully formulated to ensure the best delivery at the best dosage. Research has proven time and time again that people prefer to take fewer, larger tablets than more, smaller tablets. All of our formulas are tested to ensure that they disintegrate properly in the stomach within a short period of time.
Q. Why can I get similar products a lot cheaper if I get them from a high street chain?
A. Some cheaper brands don’t use well researched ingredients in their formulations meaning that their products are not as well developed as Nutri Advanced’s products and less effective. Our products use the highest quality ingredients which have been extensively tested and researched to ensure they meet our strict quality standards, as well as being more effective.
Q. I have had an unauthorised payment taken that looks like it's from Nutri Advanced?
A. We do not have any subscription services and do not keep any card details on file. If you have had an unauthorised payment taken from "Aja nutraadvanced" or "thrivenutra" this is not our company and you should contact your bank or card provider as soon as possible. Our company will appear on statements as "Nutri (Imports & Exports) Limited” or "NUTRIIMPORT"