FAQs
Top Customer Questions
What is the status of my order?
To check the status of your order, go to ORDERS. Here’s what you will see:
PREPARING FOR SHIPMENT: We’re currently processing and packing the goodies for your pet. You’ll receive an email to let you know we received your order. When your order ships, we’ll send another email with tracking information.
SHIPPED: Your order has left our warehouse. Within 24 to 48 hours, you will also see a link to track your package.
DELIVERED: Your order has arrived! Orders are delivered 7 days a week before 10 pm.
Can I track the shipment of my order?
At our warehouse, tracking numbers are assigned to packages almost immediately and generally appear on our website along with your order information. However, it may take up to 3 full business days before the package is checked into the delivering carrier's tracking system after shipment. That means even though your package has already shipped from our warehouse and is on its way to you, the carrier may not be able to provide any information about your package for up to 3 full business days.
Orders placed on www.gnc-mena.com may be delivered by one of several different carriers and shipping methods. Therefore, tracking availability may vary depending on the type of item you purchased, the shipping method you selected during Checkout, and the carrier that is delivering your item(s).
Occasionally, orders are delivered via a carrier that does not offer the ability to track a package. In these rare instances, Your Order History on www.gnc-mena.com will not offer tracking information but will still offer order status and other details. Read the information below to learn the difference between tracking information and the order status.
Finding Your Order Status
The status of your order is easy to find.
- Check your e-mail. You were required to enter an e-mail address during checkout, and you will receive emails at your address to keep you up-to-date about the status of your order.
- Visit the website. Sign In for Your Order History at www.gnc-mena.com 24 hours a day. If you signed up for a GNC.com account, you may view information about your most recent orders (including tracking information) and past orders.
- Contact us. If you still have questions about your order, please email us at customer-service@gnc-hq.com.
The status of your order is supplied by www.gnc-mena.com and represents what happens between the time you place it and the time it ships from our warehouse. Once your order leaves our warehouse, it is handled by a carrier (such as FedEx or USPS) that may provide tracking information until it is delivered*. The tracking information is accessible from Your Order History on our website when available.
*Tracking information may not be available for up to 3 full business days after an item is shipped from our warehouse.
Can I change or cancel my order?
After you click "Send My Order," your order begins to process, and you cannot cancel or change it.* Our system is designed to fill orders and get them on their way as quickly as possible. Once you receive your order in the mail, return any items you do not want by following our Return Instructions.
Why was an item canceled, and will I be charged?
Occasionally, our system cancels orders or parts of an order for various reasons. Some reasons are:
- Item(s) not available.
- Difficulty in processing your payment information.
- Cannot ship to the address provided.
- A duplicate order was placed.
If your order is canceled, you will receive an important notice via e-mail explaining the reason for the cancellation. You will not be billed for any canceled items.
How do I return my item?
The packing slip in your package will contain detailed instructions for returning an item. Here are the basic steps:
- Please refer to your packing slip for return information.
- Pack the item securely in the original package, if possible.
- Enclose the bottom portion of the original packing list with the item. Be sure to keep the top portion for your records. If you cannot send your packing list, please include your order number, billing name, and address with the item.
- To ensure full credit, all products must be returned unused or used, in good condition, in their original boxes (whenever possible), and with all paperwork and accessories.
- All return shipping charges must be prepaid. We cannot accept C.O.D. deliveries.
- For your protection, we recommend using UPS or Insured Parcel Post for your return. Unless your packing slip directs you to ship an item to a different address (and if so, follow such directions), ship the return package to:
GNC
5215 Albert S White Blvd
Whitestown, IN 46075
Attn: Return Department
- Keep the Return Tracking Number from the package you are returning to ensure that the package is returned to the warehouse.
- Within 30 days of our receiving your returned product, you can expect a refund in the same form of payment originally used for purchase. If the return is a result of a manufacturer error or a shipping error on our part, you will be refunded the shipping cost.
Our Standard Return policies do not apply to all items. For a list of exceptions to our Standard Return policies.
How do reward certificates work?
A Member will earn a USD 5 reward (each, a “Reward”) every time the Member earns one hundred and fifty (150) points. At your option, you may choose for each Reward to auto-issue to you once you have earned the points necessary for the Reward, or you may choose to “bank” your points and have a Reward issued to you at a time of your choosing. If you decide to auto-issue your Rewards, GNC will automatically issue you a Reward every time you earn one hundred and fifty (150) points. If you choose to activate a Reward at a time of your choosing, GNC will issue the Reward according to your instructions. If you decide to bank your points, the maximum amount of points that may be redeemed for a Reward at any one time is 1,500. If you do not affirmatively choose between auto-issuing or “banking” your points, your Account will have a default setting to auto-issue a Reward every time you earn one hundred and fifty (150) points. You will be sent an account statement monthly by email to the email address registered with your account, which will reflect your account status.
How do I manage my subscriptions?
First, log in to your account. On your “My Account” page, select “Subscriptions.” You will see two tabs there.
The “My Next Order” tab deals with the next order to be shipped, with no other orders. Here you can:
- Add items (as one-time purchases or new subscription items)
- Change the send date
- Cancel this individual order
The “My Subscriptions” tab lists all of your subscriptions. Here, you can manage your subscriptions by:
- Changing the frequency
- Changing the quantity
- Pausing a subscription
- Changing the shipping address
