We send probiotic products in special insulated packaging to protect the bacteria from prolonged exposure to heat extremes that can occur during transit. While the ice pack may thaw during shipping or the bottle(s) may feel warm to the touch, please know that the temperature maintained in the box is well below the level at which the probiotic could be compromised, (namely, 122º F for 48 hours or more).

Please keep in mind that probiotics are stable at room temperature and even live and thrive at the approximate 100º F in our intestinal tracts. So you can be assured that with the special packaging, your probiotics have been protected during transit and you have received a highly viable product.

If you have any questions or concerns upon receipt of your order, please do not hesitate to contact us.

Product is sold by weight, not by volume. Some settling may occur during shipping and handling. The amount of the product contained in 1 scoop may be above or below gram serving size due to variations in handling and product density. For accurate measuring, please shake your container vigorously before scooping your servings so the product is not compacted down and fluffs back up before use.

All expedited shipping orders must be submitted before 2 pm CST. All orders submitted after that time will not be shipped until the next business day. Remember, weekends do not count towards business days in your expedited shipping option. If you place a Next Day Air package on a Friday before 2 pm, it will be delivered by the end of the day the following Monday. If it is a 2nd Day Air package, it will be delivered the following Tuesday.

Please contact us within 10 business days to report damaged, defective or incorrect items. We will take all necessary steps to correct the situation.
Please see our Return Policy for information about receiving authorization for the return of unopened products for credit: returns-policy

What happens if I put the wrong address on my order?

If an order ships with the address you provided but you now report it as incorrect, we will contact the shipping service in effort to intercept and correct the address. Any fees billed to

What happens if I put the wrong address on my order?

If an order ships with the address you provided but you now report it as incorrect, we will contact the shipping service in effort to intercept and correct the address. Any fees billed to NLHN, related to the address correction and revised delivery will be charged back to you.
If the package has already been returned to NLHN, we will contact you to obtain the correct address information for reshipment of your order. The standard $8 shipping charge will be billed to you, along with any other fees incurred by NLHN, from the shipping service for return of your package.

What if I’m not home when the package is due to arrive?

SpeeDee Delivery and UPS both attempt to deliver multiple times (unless you live in a UPS Access Point location, more info below). If you are not home during these attempts, the driver has discretion to leave the package if they deem the area safe. If not, the driver will leave a note saying what day they will try again. This note may have an option for you to sign for the package, allowing the driver to leave the package at the next delivery attempt. After three attempts, the package is returned to NLHN. Any fees assessed for the return will be billed back to the customer.
Some metro areas have UPS Access Points at which UPS will leave a package after a failed first delivery attempt. The driver will leave a note if your package has been taken to an Access Point. An Access Point is a UPS-affiliated retail location, such as a UPS store, local grocery store, or convenience store that offers to hold a package for you to pickup at a more convenient time. If you do not pickup the package within 5-7 business days, it will be returned to NLHN.
You can sign up for UPS My Choice, a program that will notify you about all upcoming UPS deliveries to your address. You can get alerts that tell you when your package will be delivered. You can also electronically sign for packages and reroute packages to other addresses if needed. For more information, please go to: https://www.ups.com/mychoice/welcome.html related to the address correction and revised delivery will be charged back to you.
If the package has already been returned to NLHN, we will contact you to obtain the correct address information for reshipment of your order. The standard $8 shipping charge will be billed to you, along with any other fees incurred by NLHN, from the shipping service for return of your package.

What if I’m not home when the package is due to arrive?

SpeeDee Delivery and UPS both attempt to deliver multiple times (unless you live in a UPS Access Point location, more info below). If you are not home during these attempts, the driver has discretion to leave the package if they deem the area safe. If not, the driver will leave a note saying what day they will try again. This note may have an option for you to sign for the package, allowing the driver to leave the package at the next delivery attempt. After three attempts, the package is returned to NLHN. Any fees assessed for the return will be billed back to the customer.
Some metro areas have UPS Access Points at which UPS will leave a package after a failed first delivery attempt. The driver will leave a note if your package has been taken to an Access Point. An Access Point is a UPS-affiliated retail location, such as a UPS store, local grocery store, or convenience store that offers to hold a package for you to pickup at a more convenient time. If you do not pickup the package within 5-7 business days, it will be returned to NLHN.
You can sign up for UPS My Choice, a program that will notify you about all upcoming UPS deliveries to your address. You can get alerts that tell you when your package will be delivered. You can also electronically sign for packages and reroute packages to other addresses if needed. For more information, please go to: https://www.ups.com/mychoice/welcome.html

I placed my order 2 minutes ago and forgot a product … can I still add to my order?

Once an order is submitted, it is immediately on track for fulfillment and shipment. Thus, product additions cannot be accommodated and a separate order will be required. Orders submitted separately cannot be combined for shipment. The only other option is to cancel your initial order and start over. This option is only available if your order has not yet been pulled for packing. You must call our Customer Service Department so that we can check the order status and determine if it can be cancelled.

Why do you use peanuts in your package? Are there other options?

Our peanuts are compostable. They are made of starch and decompose in water. To dissolve product, put small pieces into a sink and run water on peanuts. You can also put dissolved peanuts in a bucket and pour over your plants – it’s great plant food!
At your request, we can use 100% recycled paper as an option to pack your orders.

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