Frequently Asked Questions

Orders:

How can I check the status of my order?
There are several ways to track the status of your order:

1. My Account -  Log into to your account and go to the My Account page. On the My Account page, you will see a list of your orders with the order status indicated. You can also click on the order number and see more details about your order.
2. Order Confirmation Email - You can click on the "View your order" button from the order confirmation email. Once you are on the order details page, you will be able to see the status of your order.
3. If you do not have an account or can't find the order confirmation email, please contact us.

How do I return an item?
In the event that you are not satisfied with an item you have purchased from us, you may return the item within 30 days from the delivery date for a full refund of the purchase price (minus shipping/handling fees). Please see our return policy for more information.

To request a return:

1. Review the general return conditions on our return policy.
2. Email us at shop-support@fusionetics.com or submit your request via our contact us form. Please include the following information:
   • order number (if you do not have one, include the email address you used for your order);
   • list the product(s) that you’d like to return;
   • and return reasons.

Can I exchange items?
We are unable to exchange items. Please return the qualified unwanted item and place a new order for the desired item. Please refer to our return policy for qualified returns.

Can I cancel or change an order (excludes recurring order subscriptions)?
Once the order has been placed, we are unable to make changes to your order or cancel it.  If you need to return an item, please refer to our return policy for more information.

How do I edit or cancel my recurring order subscription?
If you have recurring orders, you can manage your subscription by logging into your account and going to My Account. On the My Account page, you will see a link to "Manage Subscriptions" above the sign out link. When you click on the "Manage Subscriptions" link, you will be able to skip the next scheduled order or cancel the subscription.

I have a problem placing an order. How do I contact you?
If you are having issues placing an order, please tell us your problem using our contact us form.

Shipment:

How do I track my package?
Once your order has been processed and shipped, you will receive a shipping confirmation email. You can click on the "View your order" button on the email or go to your My Account to find the tracking URL link.

Why did my order come in multiple shipments?
If your order contains products from multiple product partners, you may receive your order in multiple shipments. In addition, because we strive to send your products in the best method possible within the shipping service level you have selected, the actual carrier may be different than what was displayed during checkout. Please refer to our Shipping Policy for more information.

Do you ship to international addresses?
Currently, we do not ship to international locations.

My shipment is lost or damaged. What do I do?
Please tell us your problem using our contact us form.

Account:

Why do I need an account?
Having an account will make it easier for you to place future orders by using a saved address, and it will allow you to look up all your orders under My Account. Additionally, for recurring order subscriptions, an account is required so that you can manage your subscriptions.

How do I change my password?
To reset your password, click on the "Forgot your password?" link on the login page.

Is my Fusionetics login same as the Fusionetics Store login?
Yes, you do not need to create a separate login for the store. If you are having issue logging into your account, please contact us.

How do I access my Fusionetics Store account info?
You can access your account info including saved addresses and order history by logging into the account and going to My Account. If you are logged out, you can access the login page by clicking on the login icon on the top navigation, next to the search icon.

How do I contact you about my account?
If you are having issues with your account, please tell us your problem using our contact us form.