FAQ

Delivery

Where do you ship to?

Currently, neue theory is shipping to all US states and military addresses, as well as Canada, EU, UK, and Australia.

How much does shipping cost?

We are delighted to offer free shipping for all US orders above $100 and all Canadian orders above $125. For US and Canadian orders under $100, there is a $10.00 shipping fee. Should you wish to expedite your order, this is available at an additional cost. Simply input your shipping address at checkout to view the expedited shipping options and total.

All International shipping rates are contingent on weight. Please input your shipping address at checkout to view your shipping total.

How long does delivery take?

Our orders typically arrive within 5-7 business days. If you’ve opted for expedited shipping, your order will be packed the following business day and shipped according to your shipping selection. Once your order ships, you’ll receive an email with tracking information. If you didn't receive this email, please check your spam or promotions folders. The tracking link will have the latest updates.  

For all international orders, your order is subject to average times based on local carriers. If you wish to pay for expedited shipping your order will be shipped according to your shipping selection.

International Shipments

We kindly advise that we are unable to assume responsibility for any customs restrictions, tariffs, or other regulations that may be applicable in countries outside of the United States. It is recommended that you verify whether your country permits the shipment of the products you have ordered or intend to order. Additionally, any duties or taxes associated with your order are your responsibility.

In the event that your order is held by customs for any reason, we regret to inform you that a refund will not be issued unless all products are returned to us in their original condition, adhering to our
return policy.

Once an order is placed, is it possible to cancel?

Our fulfillment team works extremely quickly to fulfill orders, so once an order is placed, it can't be cancelled.

Can I change my shipping address after my order is placed?

If your order has not shipped and you need to make a change to the shipping address, please contact us as soon as possible. In some cases, we will be able to make a change if the order has not been shipped. Our fulfillment team works very fast to get orders out the door, and once an order is in the final stages of shipping or has been fulfilled, changes are not possible.

Will I be charged duties on my order?

No, you shouldn't be charged any duties or additional shipping fees. If this does occur, please email us with your order number!

How can I change my login or password details for my account?

If you would like to change your login details, make sure you login to the profile you created on our website in the top right hand corner of our navigation bar. Once logged in, you can change your account settings within your profile page.

When will I be charged for my subscription if I decide to sign up?

You will be automatically charged every 30 days, or every six weeks, depending on the frequency you selected, from the date of purchase until you cancel.

How can I cancel my subscription?

You can cancel your subscription or view your order status from your profile page. You can view your profile by logging into the account you made in the top of the right corner of the navigation bar.

How does the subscription process work?

When you subscribe on the neue theory website, you will receive a shipment of the product(s) that you ordered in regular 30-day or 6-week intervals, depending on the option you selected. As always, all US orders over $100 and Canadian orders over $125 will receive free shipping. You can cancel at any time by visiting your profile on the neue theory website.

Can I change my subscription address?

Unfortunately, once your order is placed, changing the shipping address is tricky as our fulfillment team works quickly to get your order out the door. However, you can change your address at anytime before you're next order is scheduled to ship.

Concerns

Who do I contact if something happened with my package?

First of all, we hope that there aren’t any issues getting your order to you in good shape and on time. But if you have any concerns, please feel free to reach out to support@neuetheory.com with your order number and we will look into it ASAP!

Why won't my bag reseal?

Sometimes the protein powder clogs the zipper track during shipping, especially when the bag is laid flat. You can run a toothpick along the track to clear it, and this should allow the bag to reseal properly!

Do you accept returns? Do you offer refunds?

Our goal is to make sure that you're happy and have the best experience possible with us. If you are dissatisfied with a Product for any reason, please contact us at support@neuetheory.com within seven (7) days of the date you received the Product(s) and we will work with you to resolve your issue. We are unable to accept any returns on any Protein Products for food safety reasons.

If we are unable to resolve your issue, we may replace the Product at our expense. We may require photographic documentation or detailed description of any Product with which you are dissatisfied before we provide you a replacement.

What happens if my bag does not contain my protein scoop?

Please make sure to thoroughly check your bag as the protein scoop may be buried underneath your powder. If it does in fact not contain the protein scoop, email us at support@neuetheory.com for further assistance!