Frequently Asked Questions
Shipping
What are your shipping rates?
Shipping rates are determined after entering your ship locations province, postal code and location type. Your location Type can be residential, commercial (business), PO Box, or Military. Once this is entered our systems determine the cost of shipping your order and it will be displayed on the website. Shipping cost will always be at least $9.95.
What methods of shipping do you offer?
Methods available can depend on the shipping location selected and or size of the shipment.
How long does shipping generally take?
We have 2 warehouses in Canada. Delivery time highly depends on your shipping location, but in most large urban areas delivery can be as quick as one or two business days when shipping. Our goal is to deliver to you as quickly as possible.
Do you ship on the weekends?
We DO NOT ship on weekends. Orders purchased after 2 PM PST on Friday will be fulfilled and shipped on the following non-holiday business day.
Do you ship Internationally?
Yes, We DO ship internationally, to select Countries.
Has my order been shipped?
You can also view your order's status in your My Account section within www.fitsupplements.ca. To view your account information, click on the "Login" link on the right side of the website and then click on the "Past Orders" link within the Account Menu that will also show after logging in.
Will I get a tracking number for my package?
You can also view your order's tracking information in your My Account section within www.fitsupplements.ca. To view your account information, click on the "Login" link on the website and then click on the "Past Orders" link within the Account Menu that will also show on the left side after logging in.
If you have any problems or questions you can email us at support@fitsupplements.ca, call 1-800-758-2105, or use the chat function for immediate support.
Do you ship to P.O. Boxes?
No, we cannot ship to P.O. Boxes. * The only way we can is if you sign a Signature Not Required Document with us prior to shipping the order and we will ship to you via Canada Post. Canada Only.
Where are your shipping warehouses?
We have two warehouses in Canada. Not all products can come from all locations, but most are located at 1 of our two locations.
The locations are:
- Kelowna, BC
Orders and Shipments
My order shipped, but has not arrived, what do I do?
If more than 4 full business days have passed since you placed your order and your order was shipped via Courier, please visit our Contact Us page or send an email to our Customer Service Department.
I did not receive my full order, what do I do?
In rare cases, an order can be wrongly fulfilled. If your order is complete and there are no additional shipments heading your way please visit our Contact Us page or send an email to our Customer Service Department, or feel free to use the chat option for immediate help.
Be sure to include the following in your inquiry:
- Order number
- The email address used to order
- A phone number where you can be reached
- The SKU (on packing slip) or name(s) of the missing product(s)
I received the wrong product, what do I do?
Please visit our Contact Us page or send an email to our Customer Service Department.
Be sure to include the following in your inquiry:
- Order number
- The email address used to order
- A phone number where you can be reached
- The SKU (on packing slip) or the name of the missing product you ordered (UPC number can also help)
- The description of the product you wrongly received. (UPC number can also help)
I received a damaged product, what do I do?
Please visit our Contact Us page or send an email to our Customer Service Department.
Be sure to include the following in your inquiry:
- Order number
- The email address used to order
- A phone number where you can be reached
- Product SKU (on packing slip), and/or product description. (UPC number can also help)
My credit card was charged incorrectly, how do I get this resolved?
Please visit our Contact Us page or send an email to our Customer Service Department.
Be sure to include the following in your inquiry:
- Order number
- The email address used to order
- A phone number where you can be reached
If I get sick taking a product, can I return it?
Unfortunately, products can only be returned if they have been NOT been opened. However, if you can provide a product return form with the details of the product and what happened we will present it to our vendor for a product credit. Vendors approve these on a case by case basis. To return an unwanted, unopened product you will be charged a 10% restocking fee and will also be responsible for the shipping charges to ship your product to our warehouse. To initiate the return process please visit our Contact Us page or send an email to our Customer Service Department. We will require a completed Consumer Side Effects Reporting Form.
Be sure to include the following in your inquiry:
- Order number
- The email address used to order
- A phone number where you can be reached
- Why you want to return the product
- Product SKU (on packing slip), and/or product description. (UPC number can also help), Including Lot No.
If I do not get good results, can I return the empty bottle?
Unfortunately, products can only be returned if they have been NOT been opened. To return an unwanted, unopened product you will be charged a 10% restocking fee and will also be responsible for the shipping charges to ship your product to our warehouse. To initiate the return process please visit our Contact Us page or send an email to our Customer Service Department.
Be sure to include the following in your inquiry:
- Order number
- The email address used to order
- A phone number where you can be reached
- Why you want to return the product
- Product SKU (on packing slip), and/or product description. (UPC number can also help)
Shopping
How do I create an account?
To create an account with us just click on the "Log In" link on the right side of the website.
What are the benefits of creating an account?
- View previous orders, and their status
- Product bookmarking & tagging
- Easily reorder products you've viewed or ordered
- Ability to store your information for easy reordering
- Save your catalog searches
How do I know what product is good for me?
Most products in our catalog have a full description, with nutrition facts, warnings, directions, videos, and other helpful information. Within our catalog users also have the ability to post product reviews. You can Tweet #ASKJEFFLATERSHOW or #ASKRANDYTV For our experts to answer your questions. Or use our chat function and talk to our Fit Supplements Expert. For your specific product, if this information is still not adequate, then we recommend doing additional searches for the product information within search engines like google, yahoo, or MSN.
*All Answers are each person's opinions based on their past experience and individual knowledge.
How do I search for products?
Use the product search text box at the top of the website. If you are unable to find what you are looking for try additional searches with different keywords or remove non-alphabetic characters.
How do I get information on ingredients and dosage of a product?
Most products in our catalog have nutrition facts associated with them. Click on a product to view its full details.
How do you find product recommendations?
On any product's detail page there are "Product Ratings" where you can see product reviews by others.
Do You offer a Price Match Guarantee?
We will beat any Canadian advertised price online or you will receive a FREE $20 Fit Supplements Gift Card!
At Fit Supplements, we believe our outstanding customer service, personal relationship we have with our clients and our customization services are why people keep coming back to us. We also believe we have something no other supplements website or store has and that is renowned MMA expert., Nutrition Expert, and generally happy team members and owners -- Randy Couture and Jeff Later!
But we also understand that price matters and sometimes you just can't beat a good deal. So we offer an amazing price match guarantee that says we will beat any advertised price found online, and yes that even includes our competitor's sale prices in Canada. All you need to do is email us at support@fitsupplements.ca and show us the price you want us to beat and we will.
*we cannot, however, price match clearance or closeout prices, out of stocks and prices found on eBay are not eligible as they are not authorized, retailers. All price match sales are final and not eligible for an exchange or refund.
What payments methods do you accept?
We accept these different payment methods:
- Visa
- Mastercard
- American Express
- PayPal
Is your ordering system secure?
In this day and age, it must be! Our website uses Secure Socket Layer (SSL) technology to ensure that all order information is securely transmitted. Pages that are secure will have a lock in the address bar of your browser and also display a Comodo Secured logo in the bottom right corner of the browser window. For added security, we do not store your credit card number in our systems. Should you have any additional questions regarding this please our customer support team.
How do you pay by credit card or debit card?
Select the Credit Card payment method and complete the form. We do not accept debit cards at the moment we are working on adding this option. We do accept Visa Debit.
What happens if my credit card declines?
The website will prompt you when this occurs. Read the website's declined to message and ensure that all payment information is entered correctly. If after this point you feel that all information is correct we recommend that you try another debit or credit card.
How do I pay by PayPal?
During your shopping cart checkout, there is a payment option for PayPal. The website will prompt you to login if you already haven't and then you will be asked to log in to PayPal to enter your required payment information. PayPal will then navigate you to our order review page where you will complete your order.
Do you store personal information?
Yes, information entered into the website is stored in our secure databases. This information is used to historically record order transaction information and contact you in the event that we have any order or payment questions.
What is your privacy policy?
You can view it here.
Refunds and Exchanges
Can I return or exchange a product that hasn't been opened?
Yes, to return an unopened or unwanted product you will be charged a 10% restocking fee and you will also be responsible for the shipping charges to ship your product to our warehouse. To initiate the return process please visit our Contact Us page or send us an email at.
Be sure to include the following in your inquiry:
- Order number
- The email address used to order
- A phone number where you can be reached
- Why you want to return the product
- Product SKU (on packing slip), and/or product description. (UPC number can also help)
Can I return or exchange a product that I've already opened?
Yes, if the product is defective or damaged and no more than one serving is consumed. For these types of products, you can initiate the return process by visiting our Contact Us page or sending us an email at support@fitsupplements.ca. A restocking Fee and Return Shipping is required.
Be sure to include the following in your inquiry:
- Order number
- The email address used to order
- A phone number where you can be reached
- Why you want to return the product
- Product SKU (on packing slip), and/or product description. (UPC number can also help)
Do you charge a re-stocking fee for returns?
There is a 10% restocking fee in the event that product is returned to us that is not damaged or defective.
How long do refunds take?
Refunds take anywhere from 3 to 5 business days after the product is returned and restocked in our warehouse. Please allow up to 2 weeks for the time of shipment back to our warehouses for a full refund.
General Questions
What is the best way to contact you?
Our contact us page.
What is the best email address to contact us?
info@fitsupplements.ca
What hours are our customer service centers open?
Monday through Friday 8 AM to 5 PM PST. Closed for most holidays. There is a live person reviewing the site 24 hours per day 365 days per year; However, we do not guarantee that someone will be able to contact you back outside of our regular office hours.
How do I submit website or company feedback?
Please contact at via our contact us web page and leave any comments or concerns.