FAQs & help

Account Related

What is ‘Your Account’? How do I change the information in it?

For making a purchase at Nutrafirst, you first need to create an account (Your Account) with us by filling our online registration form. ‘Your Account’ allows you to keep a track of all the transactions you made at Nutrafirst. Here, you can check the status of your order or can re-place it with few simple clicks. With ‘Your Account’, updating your information is super easy. To change your details, simply login to your account and hit the account details button. You can now edit your personal information such as name, e-mail, address, telephone numbers etc. Also, it allows you to change the password for your existing account.

Order Status Related

What does the different order status signify?

Once you place your order at Nutrafirst, the status of your order will be visible in my accounts section. Your order status may look like -:

Payment Pending Authorization It signifies that your order has been logged and we’re waiting for authorization from the payment gateway.

Payment Authorized, Order under Processing It shows that the authorization from payment gateway is complete and your order is being processed by the seller.

COD Verification Pending It signifies that we have received your request, but the order will be confirmed only after you verify COD order by answering our verification call on your registered mobile number.

Order shipped Voila! Your order has been processed by the seller and will be delivered soon at the address provided by you.

Order Cancelled It appears when you cancel an order.

How do I check that my order is confirmed?

Once your order is logged and the authorization from a payment gateway is complete, the seller confirms the receipt and starts preparing your order. You will be notified about the same on your registered e-mail id. In this email, you will receive the following details- a unique order ID, a listing of the items you have ordered, expected dispatch or delivery time. You will also be notified when your order gets delivered to you. Additionally, you will get an SMS for the same on your registered mobile number.

Can I purchase an item that is already ‘Sold Out’?

Unfortunately, you cannot place an order for the items that are already sold out. However, you can use the ‘Notify Me’ feature to be informed when the product is back in stock.

How do I check the current status of my orders?

Reviewing the current status of your order is extremely easy. To check current status, you can visit ‘Your Account’ section of your account page and click on ‘Your Orders’ to get the complete information. To check the status of a specific order, click on its order number link.

Payment Related

How do I pay for my purchase with Nutrafirst?

Your Nutrafirst purchase comes with no hidden or additional cost. The charges displayed for all the items on our website are final and all-inclusive. The price you see on the product page is what we charge. You can pay for your purchase by using Debit/Credit cards, internet banking or can pay Cash on Delivery (COD).

Are there any delivery charges when I make a Nutrafirst purchase?

You would be charged Rs.30 as a delivery charge on all orders below Rs. 500.

What is Cash on Delivery?

In case, you are not comfortable making online transactions at Nutrafirst, you can opt for Cash on Delivery. By opting C-o-D, you can pay in cash at the time your order reaches at your doorstep, without requiring you to make an online payment in advance. The maximum order value for Cash on Delivery payment is Rs.10,000. Also, a delivery charge of Rs. 30 is applicable for all C-o-D orders if the payable amount is less then Rs. 500.

How Do I make payment using Debit/Credit Card?

Credit cards- We accept payments made using Visa, Mastercard and American Express credit cards. To make a payment using a credit card, you will be asked to fill in your card details (card number, expiry date, three-digit CVV number) at the checkout page. Thereafter, you will be redirected to the bank’s page for entering the online 3D secure password.

Debit Cards– We accept payments made using Visa, Mastercard and Maestro debit cards. To make payment through using your debit card, you will be asked to fill in your card details (card number, expiry date, three-digit CVV number, optional for maestro card) at the checkout page. Thereafter, you will be redirected to the bank’s page for verifying the OTP (provided by your bank) received on your registered mobile number to complete the payment.

How do I place Cash on Delivery order?

All products that have Cash-on-Delivery icon are eligible for order by C-O-D. You can simply add the selected item to the kart and proceed to checkout. Here, you will be prompted to select a payment mode. Here, you can select C-o-D. Thereafter, you will be redirected to fill in shipping details (including your name, shipping address, e-mail, contact number) at the checkout page. Now, you will be asked to give a missed call on +91-124-431-8200 from the number you have mentioned as C-O-D number to verify your Cash-on-Delivery order. In case, you forget to give us a missed call from your number, we will give you a verification call to confirm your order.

Once verified and confirmed, the seller will process your order for shipment in the time specified from the date of confirmation. You can handover the payment in cash to our courier partner at the time of delivery to complete your order.

Terms and Conditions -:
1. The maximum order value for COD is Rs.10,000.
2. Rs 30 COD charges for orders under Rs. 500.

I tried placing an order using my debit/ credit card/net banking, but the order was not placed successfully. What happens to the money deducted from my account?

First of all, please check your debit/ credit card account to ensure if any money has been deducted from your account. If your account has been debited after a payment failure, it is normally rolled back by banks to your account within 7 working days. However, the refund time can vary for different banks. Please contact your bank for more details.

Also, if the money gets credited to our account in case of an unsuccessful order, you can place a request for refund by calling us. We would initiate a refund within 3 days of receiving your request. The receipt of the refund, however, depends on the type of card chosen by you. The expected timelines as follows-

1. Net Banking 2-4 business days
2. Debit Card 5-7 business days
3. Credit Card 7-21 business days

What should I do if my payment fails?

In case of a payment failure, you can retry placing an order by ensuring that the credentials entered by you at the payment gateway are accurate. Also, ensure that your internet connection is working properly and there is no disruption in the process.

In case of any deduction from your account after a payment failure, it is normally credited back to your account within 7 business days. In case of any query, you can write to us at [email protected] or call us on +91-124-431-8200.

Why is COD not available to me?

Our courier partner doesn’t offer Cash-on-Delivery services at a few serviceable locations. Also, some of our products are not eligible for C-o-D. Hence, based on your location and the choice of products, C-o-D service may not be available to you. In such cases, you may place your order by using a debit/credit card or net banking.

Delivery Related

How do you ship your orders?

We ship all our orders by air. Most of our orders are delivered at your doorstep by our courier partners. For a few remote locations where no private courier services are available, we use India Post to deliver your order.

Do you ship your orders outside India as well?

We currently deliver orders within India only and do not ship the products to any international location.

In how much time does an order reach the customer?

If you are based in A-1 and A-2 metros (New Delhi, Mumbai, Kolkata, Bengaluru, Chennai, Pune, Ahmedabad and Hyderabad), you can expect the order to reach you within 2-3 days post-dispatch. For the rest of the locations, we deliver the order within 5-7 business days. However, the delivery time to remote locations depends on the geographical constraints. For delivery in north-east India, it may take 7 business days or longer.

How long do you take to dispatch an order?

The dispatch time depends on the type of order placed by you. Types of orders as follows-:

In-stock items- These are the items we stock in our warehouses in Delhi, Gurgaon, Bengaluru and Mumbai. The in-stock items are dispatched the same or the next day of order placement.

Just-in-time (JIT) items- JIT items are the products that are procured from the vendors after you place an order. Generally, it takes 2-5 business days to dispatch your JIT orders after you place an order.

Drop-ship items- Our vendors directly ship these items to you. The drop-ship items are dispatched in 2-5 business days after placing an order.

At Nutrafirst, our priority is to dispatch your order as soon as possible. In case you place a mixed order of in-stock, JIT or and drop-ship items, we sub-divide your order and dispatch it in parts to ensure that the earliest available item reaches you first. At all steps of your order dispatch, you will receive notification messages through e-mail and SMS.

What are the shipping charges on Nutrafirst?

The shipping charges may apply on a product. These charges may vary depending upon the quantity of an item. The shipping charges will be displayed on the product page along with other product details.
For example- 1 quantity of a product mar carry Rs. 30 as shipping charges and buying an additional quantity of the same product may levy an additional shipping cost of Rs. 30(ie. the total shipping cost of your order will be 30+30 = 60 Rs.)

Certain items may contain zero shipping charges. However, if the total order value is below 500, a nominal shipping charge of Rs. 50 is applicable.

Kindly read product details column carefully before placing an order.

Why dispatch of heavy products take more time than others?

Many times waybill/ road permit is required to transport heavy products from one state to another. The transport of heavy products may take time due to the following reasons-

1. The fulfilment of your order may require certain road/ declaration/ inward form to be filled which can either be obtained by visiting respective state’s sales tax website or physically visit their office.

2. At certain times, entry tax as per the commercial tax government rules are levied by the state from where the goods are being transported.

3. It is mandatory for the customer to fill the road permit/declaration/inward form and/or pay the entry tax to complete the order.

4. In case of failure in filling the form or non-payment of entry tax leads to shipment hold and eventually, may lead to order cancellation and refund.

5. Therefore, to ensure a smooth dispatch of your order, it is crucial to fill declaration form and pay entry taxes wherever required.

Returns and Refunds Related

Is there any general return policy on Nutrafirst?

We believe in offering you peace of mind while you shop at Nutrafirst. Under our 14 days return policy, you can return your product within 14 days of receiving your order. For claiming the returns and refunds please ensure that the product is unused and the labels, boxes and packaging are intact. If you are not satisfied with the received product, you can place a return request and we will take it back within 14 days from the date of delivery. If you had made the payment by card, we will reverse the amount. In the case of bank deposits or C-o-D as a payment mode, we will issue a cheque in the name of the customer.

What happens if I receive a damaged/ wrong or missing item in an order?

In case you receive a damaged/wrong or missing item in your order, take a snapshot of the outer packaging and product to our customer care department at [email protected] or call us on 91-124-431-8200 within 14 days of receipt of the order. We will schedule a reverse pick-up for the product and will initiate either a refund or replacement in exchange as per your request. However, the replacements are subjected to the availability of the particular item.

Is there a category specific return policy as well?

Nutrition- The nutrition products should be returned in sealed condition and original packaging. We don’t accept open/torn boxes as refunds. The product will not be applicable for return for reasons such as rashes, stomach upset, headache, flavor like/dislike, flavor difference from one brand to other etc. We recommend you to seek medical advice before starting any health/nutrition supplement.

An item will not be eligible for return or replacement in case of-
• Any damage due to misuse of the product
• Incidental damage due to misuse of the product
• Items with broken/tampered seal or missing serial number
• Combos sold will not be accepted as returns

Some special rules for promotional offers may void Nutrafirst 14 days return policy. In case of any query, write to us at [email protected] or call us on +91-124-431-8200.

How can I arrange a reverse pick-up for returning an item?

Arranging a reverse pick-up is easy. You can write to us at [email protected] or call us on +91-124-431-8200 from Monday to Saturday to schedule a pick-up at a convenient time. In case, the pickup cannot be arranged from us, you are requested to send the item back to us through courier services and share tracking details. We will refund the courier charges.

What are the modes of refund after cancellation?

To confirm cancellation of item(s) in your order, you will be required to indicate your return preference. We initiate a refund in the following two ways-

Nutrafirst Cash- If you opt for this option, the amount will be credited to your Nutrafirst cash account.

Back to Source- In this option, we will credit the money back to the payment mode/account that was originally used to make the transaction.

Once you have placed the cancellation request for any of item(s) in your order, Nutrafirst will complete the cancellation and initiate the refund, depending on your preference.

What is the validity of Nutrafirst cash?

The Nutrafirst cash is valid for a period of 90 days from the date of issue. Please check your HK cash email for the exact date.

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