FAQ

ORDER RELATED

 

1. What does the different order status mean?

Payment Pending Authorization: Your order has been logged and we are waiting for authorization from the payment gateway.

Payment Authorized, Order under Processing: Authorization has been received from the payment gateway and your order is being processed by the seller.

COD Verification Pending: Your order has been received by us but is processed only after a verification call is made to your number and you verify the COD order.

Order Shipped: Your order has been shipped by the seller and is on its way to the location specified by you for delivery.

Order Cancelled: The order was canceled.

2. How do I know my order has been confirmed?

Once your order has been logged and payment authorization has been received, the seller confirms receipt of the order and begins processing it.
You will receive an email containing the details of your order when the seller receives it and confirms the same. In this mail you will be provided with a unique Order ID, a listing of the item(s) you have ordered and the expected dispatch or delivery time.You will also be notified when the item(s) are shipped to you. Shipping details will be provided with the respective tracking number(s).

3.Can I order a product that is 'Sold Out'?

Unfortunately, products listed as 'Sold Out' are not available for sale. Please use the 'Notify Me' feature to be informed of the product's availability.

4.How do I check the current status of my orders?

You can review the status of your orders and other related information in the 'My Account' section

In the My Account page, click on the 'My Orders' link to view the status of all your orders. To view the status of a specific order, click on the 'Order Number' link.

 Payment Related 

1.How do I pay for a FB NUTRITION purchase?

There are zero hidden charges when you make a purchase on FB Nutrition. The prices listed for all the items are final and all-inclusive. The price you see on the product page is exactly what you pay.

You may use Credit cards/Debit cards, Internet Banking and Cash on Delivery to make your purchase.

2.Are there any hidden charges when I make a purchase on FB NUTRITION?

There are zero hidden charges when you make a purchase on FB Nutrition. The prices listed for all the items are final and all-inclusive. The price you see on the product page is exactly what you pay.

You would be charged Rs 50 delivery charges if your order is less than Rs 500. Also a Rs 50 COD charges are applicable if your COD purchase is less than Rs 500.

3.What is Cash on Delivery?

If you are not comfortable making an online payment on FBnutrition.com, you can opt for the Cash on Delivery payment mode. With COD you can pay in cash at the time of actual delivery of the product at your doorstep, without requiring you to make any advance payment online.

The maximum order value for a Cash on Delivery (C-o-D) payment is Rs 10,000. It is strictly a cash-only payment method. Rs 50  COD charges are applicable if your order total is less than Rs 500

 4.How do I pay using a credit/debit card?

Credit cards

We accept payments made using Visa, MasterCard and American Express credit cards.

To pay using your credit card at checkout, you will need your card number, expiry date, three-digit CVV number (found on the backside of your card). After entering these details, 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 pay using your debit card at checkout, you will need your card number, expiry date (optional for Maestro cards), three-digit CVV number (optional for Maestro cards). You will then be redirected to your bank's secure page for entering your online password (issued by your bank) to complete the payment.

5.How do I place a Cash on Delivery (COD) order?

All items that have the "Cash on Delivery Available" icon are valid for order by Cash on Delivery.

Add the item(s) to your cart and proceed to checkout. When prompted to choose a payment option, select "Pay By Cash on Delivery". Enter the name and contact details of the person who would be receiving the COD order.

Once verified and confirmed, your order will be processed for shipment in the time specified, from the date of confirmation. You will be required to make a cash-only payment to our courier partner at the time of delivery of your order to complete the payment.

Terms & Conditions:

The maximum order value for COD is Rd 10,000.

Rs 50 COD charges for orders under Rs 500.

6.I tried placing my order using my debit card/credit card/Net Banking but the order was not successful. What happens to the money deducted from the card?

Please check your bank/credit card account to first ensure if your account has been debited. If your account has been debited after a payment failure, it is normally rolled back by banks within 7 business days. The time taken can vary from bank to bank and we unfortunately won't be able to expedite this. Please check with your bank for more details.

If your bank informs you otherwise please get back to us. If the money has been credited to our account we would initiate refund within 3 days of your request. Receipt of the refund would however depend on the mode of payment mode chosen by you. The expected timelines are as below:

Net Banking 2-4 business days

Debit Card 5-7 business days

Credit Card 7-21 business days

7.I tried placing my order using my debit card/credit card/Net Banking but the order was not successful. What happens to FB Nutrition cash deducted from my Account?

In case your order is not successful and FB Nutrition cash has been deducted from your account we would proactively initiate a refund within 3 days.

8. What should I do if my payment fails?

In case of a payment failure, please retry ensuring: Information passed on to the payment gateway is accurate i.e. account details, billing address, password (for net banking) Your Internet connection is not disrupted in the process.

If your account has been debited after a payment failure, it is normally rolled back to your bank account within 7 business days. You can email us at info@fbnutrition.com or please give us a call with your order number for any clarification.

9. Why is COD not available to me?

The cash on Delivery (COD) option is not offered by our Courier partners at a few serviceable locations. Also, the COD option is not available on some of our products. Hence, based on your location and your choice of products, the COD option may not be available to you. However, you can always opt for payment through Net Banking or Credit/Debit Card.

Delivery Related

1.How do you ship your orders?

We ship certain heavy items such as treadmills, dumbbells etc. by ground couriers while other light items are shipped by air. We deliver most of our orders through our own delivery service - FB Nutrition Reach, or through courier partners such as Bluedart and FedEx. For a few remote locations where there is no other courier service available, we use India Post to deliver your orders.

2.Do you ship to international locations?

We currently ship only within India and do not ship to any international location.

3.How much time does it take for an order to be delivered?

We deliver your order within 2-3 working days post-dispatch in A-1 and A-2 Metros (New Delhi, Mumbai, Kolkata, Bengaluru, Chennai, Pune, Ahmedabad and Hyderabad). For the rest of the cities, we deliver between 2-5 business days. Delivery by ground takes a little longer than air couriers. Ground-shipped orders are delivered to you between 5-7 business days post-dispatch. Deliveries to very remote locations such as North East may take up to 7 business days or longer, depending on the location's geographical constraints.

4.How can I track my order?

As soon as we ship your order, you receive an e-mail notification with a link to track your order. You can also access this information from your 'My Account' section at the top right corner on our website www.Fbnutrition.com. Online tracking usually goes live within 24-48 business hours post shipping.

5.How long do you take to dispatch an order?

The duration of dispatching an order depends on the type of order you have placed. Types of order are:

In-stock items (Items that we stock in our 4 warehouses across India: Gurgaon, Mumbai, Bangalore and Delhi): These items are dispatched the same or the next day of order placement.

JIT Items (Just-in-time Items): These items are procured from vendors on receiving your confirmation on an order. It takes 2-7 business days to dispatch JIT orders after you have placed an order.

Drop-ship Items: These items are shipped directly by our vendors to you. It takes 2-5 business days to dispatch drop-ship orders.

We strive to dispatch your order as soon as possible. In case you have placed a mixed order of In-stock, JIT and Drop-ship items, we sub-divide your order and dispatch it in parts, shipping the earliest available items first.

At all steps of your order processing, we are in constant touch with you over phone, email and SMS to keep you updated.

6.What are the shipping charges on Fbnutrition.com

The shipping charges may apply on a product. The charges will vary depending on the quantity of a product. The charges will be mentioned on the product page along with other product details.

For example: 1 quantity of a product may carry 50 rupees as shipping charges and purchasing an additional quantity of the same product may carry additional shipping charges of 50 rupees (i.e. total shipping charges= 100 rupees).

Certain products may come with free shipping i.e. zero shipping charges. However, if the order amount is less than Rs 500, a minimal shipping charge of Rs 50 is applicable.

Please read the product details column before placing an order.

7.Why dispatch of heavy products take more than the expected time?

Certain times waybill/road permit is required for heavy products transferred from one state to another so, if you don't fall under this, consider yourself lucky!!

Dispatch of heavy products take more than the expected time:

1. Firstly, the fulfillment of your order may require a certain road permit/declaration/inward form to be filled,which can either be downloaded from the respective state's sales tax website or one has to physically go to the nearest sales tax office to procure the above.

2. Also, at times entry taxes as per the Commercial Tax Government rules are levied by the respective state where the goods are shipped (However, it might vary from product to product.)

3. The customer is liable to fill road permit/declaration/inward form and/or pay the entry tax to fulfill the order.

4. The failure of filling the form or not paying the entry tax leads to shipment hold, which eventually may lead to order cancellation & refund.

5. Hence, to have a smooth product dispatch process, form filling and payment of entry taxes wherever required plays a major role.

8. What are the installation policies for a fitness equipment?

1. No extra charges will be taken for installation of fitness equipment.

2. All the parts of equipment will be delivered by FB Nutrition.

3. The installation will be done within 72 business hours of product delivery.

CANCELLATIONS & MODIFICATIONS

1. What is FB Nutrition Cancellation Policy?

If the order or the item(s) in your order are not shipped, cancellation is possible. Click on ‘Orders’ and you will reach your order history. Click ‘Cancel’ for the order(s) you wish to cancel. You will be notified about the status within 30 mins. For prepaid orders, the order amount will be refunded back to your bank account within 2-5 business days, or as per your respective bank timelines.  You can email us at info@fbnutrition.com  for further support.

2. Can I modify the shipping address of my order after it has been placed?

Get in touch with our Customer Helpline @+91-9560504696 to help here.

 3. How do I cancel my order?

Under your profile, go to ‘My Orders’ and click on Cancel.

4. I just canceled my order. When will I receive my refund?

Once your request for cancellation is received and successfully processed, we will initiate the refund. Usually, for prepaid orders, it takes 2-5 business days for the amount to reflect in your bank account.

RETURNS &REFUNDS

1. What is the general return policy on FB Nutrition?

14 Day Return Policy

We offer you complete peace of mind while ordering at FBNutrition - you can return all items within 14 days of receipt of goods. Please ensure however that the product is unused and the tags, boxes and other packaging is intact.

If you are not satisfied with what you have bought, we'll gladly take it back within 14 days from the date of delivery. If you have paid by card then we will reverse the payment. In case of Cash on Delivery or Bank Deposits as modes of payment, we will issue a cheque in the registered name of the customer.

2. What should I do if I receive a damaged item, wrong product or missing units in my order?

If an item is found damaged, missing, or incorrect as per your order & the description on our website, customers have to escalate a concern with us within 48 hours of delivery. Send us a picture of the packaging and products at info@fbnutrition.com or call on ++91-9560504696 within those 48 hours (excluding gazetted holidays & Sundays). We will arrange a reverse pickup for the product and then issue either a full refund or a different item in exchange, as per your request. Replacements are subject to the availability of the particular product. Please note the usual 15-day return policy won’t be applicable in these kinds of cases.

3. Is there a category-specific policy for returns?

Nutrition: Products should be received in original packaging and sealed condition. Opened or used boxes will not be accepted as returns. For issues like rashes, stomach upset, headache, flavor like/dislike, flavor difference from one brand to another, etc. products would not be applicable for return. Please consult with the doctor before buying the product.

The following shall NOT be eligible for return or replacement:

1. Damages due to misuse of the product

2. Incidental damage due to malfunctioning of product

3. Any consumable item which has been used or installed

4. Products with tampered or missing serial / UPC numbers

5. Combos sold won't be taken back/returned as individual units

Any damage/defect which is not covered under the manufacturer's warranty

Any product that is returned without all original packaging and accessories, including the box, manufacturer's packaging if any, and all other items originally included with the product(s) delivered

Some special rules for promotional offers may override "FBNutrition.com's 14 Day Returns Policy"

In case of any queries, please write to our customer care on info@fbnutrition.comor call us on +91-9560504696

4. I need to return an item, how do I arrange for a pick-up?

You can either write us at info@fbnutrition.com or call at +91-9560504696 from Monday to Saturday, 10 AM to 7 PM to initiate a return.

Wherever possible we will facilitate the pick-up of the item. In case, the pick-up cannot be arranged by us, you can return the item through SpeedPost courier service and share tracking details and we will return the courier costs.

5. What are the modes of refund available after cancellation?

In order to confirm cancellation of item(s) in your order, you need to indicate your refund preference.

Once you have requested the cancellation of item(s) in your order, FBNutrition will complete the cancellation and initiate the refund, depending on your preference.

PRODUCT SAFTEY RELATED

1. How many times a day can I take protein powder?

In terms of the amount of protein shakes per day, there is no absolute figure as this depends on your protein intake from food. You should aim to consume the majority of your protein from food and then use a shake as a convenient way of topping up your intake. Your protein intake should vary between 1.4-2g/kg body weight to support muscle recovery and building, when taken over time with regular resistance training.  Also aim to evenly spread your protein intake across the day, aiming for 20-30g of protein at each meal. There is no best time to take a protein shake as it can be taken at any time throughout the day but a protein shake after a workout is a good option as it provides the muscle with a high quality protein source which is delivered to the muscles  after exercise.

2.Do your products contain banned substances?

No, we do not have banned substances in our products. Our, Unique Whey 100% Isolate, Essential AMIN.O. Energy, Creatine and Glutamine are informed choice certified. Our products are trusted by the best athletes all over the world for over 10 years.

3.Does creatine have any negative health effects?

Creatine is among the most researched supplements in the sports nutrition category over the last 5 years. There is no compelling scientific evidence that the short- or long-term use of creatine monohydrate has any detrimental effects on otherwise healthy individuals and the only side effect seems to be potential weight gain.

4. How does FBN Supper Whey Protein help in reducing weight?

We do not claim that our protein supplements helps with weight reduction. Instead, they helps with muscle support and recovery. If your goal is to lose weight aim for an overall caloric deficit by end of the day and include adequate physical activity. In general, for healthy adults, consume enough protein to meet your daily protein requirements with a combination of high protein foods and protein supplements throughout the day as part of a balanced diet and exercise program.

5.Can I use FB Nutrition products if I have any medical condition?

While our products are formulated to be high quality – they are formulated to be used by healthy and active adults. We advise anyone who has a medical condition to check with their healthcare professional before using any of our products.  

6.Can I use FB Nutrition products if I am pregnant or breastfeeding?

No.

7.Is it safe to consume FB Nutrition supplements for a patient with Diabetes?

We advise anyone who has a medical condition to check with their healthcare professional before using any of our products.

8. Are your products Informed Choice certified?

There is currently no clear research in humans suggesting any of the negative health impacts . All of the ingredients in our products have been approved and considered safe for consumption by FSSAI

9. Are your products suitable for vegetarians?

Our FBNutrition products in India have been certified as vegetarian by Food Safety And Standards Authority of India. They bear the FSSAI green dot which indicates that the food is Vegetarian or Lacto-Vegetarian (may contain milk or milk-derived ingredients)

10. Are your protein powders/any powders gluten free?

While many of our products do not include ingredients containing gluten – they are manufactured in a plant which carries gluten containing products.   However, we do clean all machinery in between production, so if at all, only traces should remain.Therefore we would not recommend our products for someone who has celiac disease or is allergic to gluten. Please check the allergen information on pack as certain products do contain the ingredient gluten. 

11. What is the source of whey protein?

It comes from cow's milk