Welcome to our FAQ page! This page contains some of the most common questions our support department receive. If you can't find your answers here, please feel free to submit a support request here.
For your security, we do not have access to your payment method and therefore cannot add to an already completed order. If you would like to add to an existing order, the best way is to call us immediately at (888) 982-8239. In most cases we can take the additional payment over the phone and add the items to your order. We will email you an invoice for the second order.
We're happy to provide free shipping on all domestic orders over $65. Domestic orders less than $65 will incur a shipping charge of just $4.95.
We do not ship to Alaska or Hawaii at this time. We apologize for any inconvenience.
Most orders ship the same day. Orders arriving late in the day, or containing insulated items, may be held to prevent an extra day sitting in a truck.
If you have any special shipping instructions (where to leave your package) please add that to the Order Comments section. Feel free to give us a call to have the comments updated.
At Bariatric Food Direct your satisfaction is our final goal. We will happily correct all order mistakes, missing items, or accept your original order for return if the return is a result of our mistake. Any claims relating to incorrect shipments must be made no later than 7 calendar days after receiving your order delivery from us.
We cannot accept vitamins or tubs as a return, once they have been opened.
In order to receive a full refund, the packages must be returned to us unopened and undamaged. You will receive your refund in the same payment form you originally used to purchase, or as store credit, generally in 1 to 3 business days after we receive your returned items. If the refunded items are due to an error on our part we will reimburse you for the shipping charges it took for you to send the item back to us. If the return is not due to an error on our part, we will deduct the shipping charges from the refund we credit back to you.
We are NOT responsible for any melting of chocolate products while en route to you. We package up as best we can to prevent melting, so when your order leaves our premises, weather conditions are out of our control. We do not accept any returns or provide credits on protein bars or chocolate products alike due to packages being left on your porch or in hot conditions.
In the event your order contained bars with coatings that had been exposed to hot conditions - unpack box, then without touching or handling the individual bars, place the box(es) in your refrigerator for about an hour or so. Once again they will retain a solid state without losing any of the beneficial nutrition. There is a chance they will be in a different shape than they once in but don't worry they will have still retained all of their scrumptious finger licking qualities.
We do not store any credit card information once the sale is over. We never have access to that information. In the event you save your credit card information to our website for future use, we still have no access to that card's information. Your info is always safe and secure with us.
At this point we only ship within the continental US. Orders over $75 qualify for Free shipping to Zone 9 - California, Washington and Oregon. Orders over $65 qualify for Free shipping to Zones 0-8.
When a Shipping Label is printed to place on your package for delivery, our system automatically emails the customer their tracking details including tracking number. The tracking number can only become "active" once it is passed on to the mail carrier. So until that package is passed on and entered into the carriers system it will not technically be active or have any information to relay. We make every attempt to get your order to the delivery carrier as quickly as possible.
We never share your information with any other websites, sales organizations or the like. We here at Bariatric Food Direct are people just like you and find that sort of behavior wrong. We only use your information to contact you regarding your order, newsletter tips and advice, or to inform you of our products and offers.
Although we promptly ship all orders from our climate-controlled warehouse and place a 'Refrigerate Upon Arrival' label on outgoing boxes, we have no control over the conditions your package(s) may encounter on the trip from our door to yours. Avoid leaving packages outside. Some customers opt to have their orders delivered to their work address during the summer. Place boxes of bars or items that may melt, in the refrigerator for about an hour. Although appearance may be slightly altered, items will re-harden with no loss of nutrition or taste.