Shipping FAQ
Congratulations on taking the first step in changing your physique. For the past 16 years, we have focused on being one of the top physique transformation brands in the industry and creating products designed by Hany Rambod, 24x Olympia winning coach, to help you maximize your genetic potential.
We all know the feeling of checking our tracking number every hour and rushing to the door every time we hear a delivery truck, so we wanted to help manage that excitement with this Shipping FAQ page.
Please take a look at the most common questions our Evogen Elite Service team gets daily to help answer some of your questions you may have about our shipping process.
Evogen Elite Service Team is available weekdays 8am-5pm CST. Email cs@evogennutrition.com or contact us via live chat on our website. We and our warehouse team do everything we can from when your order is placed to when it arrives on your doorstep to make sure that it is not only processed as quickly as possible, but accurately.
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I just placed an order. What now?Items in stock typically ship out within 1-3 business days (M-F) after the order has been received. Please allow extra time during holidays, new product/merchandise releases and/or sales promotional periods. Once your order has left our warehouse, your tracking number will be sent automatically via email to the email address provided when the order was placed. Please allow up to 48 hours for the mail carrier to update your tracking information. Shipping delivery times can be anywhere from 1 day (TX) to 2-7 days outside of TX. Orders over $125 will receive free shipping. (Note: this may change during promotional sales periods.)
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My Order says "Delivered" but nothing is outside. What do I do now?First, if you were not home when the delivery attempt was made, we recommend that you look all over your property as the carrier might have left your package in a safe location out of the immediate view of the public in hopes of eliminating possible theft. If you still do not see your package, please wait 24 hours to see if the delivery shows up before contacting our Service team. Also please review the address entered to ensure that your shipping address matches the one that the package shows delivered to. If you live in an apartment complex, the carrier may have delivered to a "Parcel Locker" or the leasing office/Manager's Office. Tracking will provide a picture of where your package was left. PLEASE NOTE: If you have moved and have created a profile on our website, please make sure the address (or email) has been updated there as well. If you log in and place an order, your previous address might autofill causing your package to be shipped to the incorrect address (or email confirmations and tracking sent to the incorrect email.)
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Can I change the address of my order?In the event where you forgot to include your apartment number, have a saved profile address that is not up to date, misspelled your street address, etc., please act quickly in sending an email to cs@evogennutrition.com or contact us via live chat so our Evogen Elite Service team can modify your order before it goes out. In the event your order has already shipped, we will not have the ability to make any changes.
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Can I edit my order?Adding to or altering your order after it has been placed is unfortunately something we cannot do as we do not collect or save anyone’s credit card information. If you need to change a flavor (or clothing size), and your order is in the "unfulfilled status," please contact our Evogen Elite Service team immediately and we can attempt to modify the order before it leaves the warehouse.
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Shipping Insurance Protection: Lost, Stolen, or Damaged Orders.Evogen Nutrition has partnered with a shipping insurance provider for package protection against lost, stolen, or damaged packages. By selecting the shipping protection, your package is 100% secured should it be compromised. With the increase of online shopping and shipping of packages, having peace of mind knowing your order is protected is worth it. On average 90% of customers choose this option! As a customer, you are able to opt in or out of the shipping protection option at checkout. Should you choose the shipping protection and have a shipping issue, please notify Evogen's Elite Service team at cs@evogennutrition.com to start the easy claim process.
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MISCELLANEOUSD FAQs:My credit card has been charged more than once for my order. If you tried to place an order and experienced an issue/received an error message (wrong CVV code, wrong billing address, etc.) and then attempted to place a separate order, your credit card summary may show multiple "authorizations." These are not actual charges as the payment did not go through and will disappear from your statement. I tried to place an order and received the error message: "Zip code or address does not match that associated with my credit card." If you try to place an order and receive this error message, or something similar, it's typically the result of entering a billing address that is different from the one associated with your credit card. Usually, this is because you have recently moved and did not update your address with your credit card company. You must use the exact billing address that your credit card company has on file for you. (You can use a different shipping address, but the billing address must match the address your credit card company has associated with that particular card.) If, however, you know that you are using the correct billing address that your credit card company has on file for you, try placing your order using PayPal. This usually does the trick.