Customer Service Policy

This Customer Service Policy applies to all interactions, inquiries, and support requests related to orders placed through the official independent website of Premier Protein (referred to herein as “Premier Protein”, “we”, “us”, or “our”). Our core mission is to deliver a seamless, stress-free, and exceptional shopping experience for every customer worldwide, with fair, transparent, and customer-centric support at every step of your journey. By accessing our website, placing an order, or engaging with our customer service team, you acknowledge and agree to the full terms outlined in this policy.

Our Core Service Commitment


At Premier Protein, we hold ourselves to the highest standard of customer care. Every member of our customer service team is trained to provide professional, respectful, and solution-oriented support, aligned with the following core commitments:

  • We prioritize your needs with every interaction, and take full ownership of your inquiry until it is fully resolved
  • We provide transparent, accurate information with no hidden terms, false promises, or misleading guidance
  • We adhere to strict response timelines, and keep you updated at every stage of the resolution process
  • We protect your personal information and order details in full compliance with our Privacy Policy
  • We honor all terms outlined in our Shipping Policy and Refund Policy consistently for every customer

Customer Service Channels & Response Timelines


We offer dedicated support channels for all customer inquiries, accessible directly through the official contact portals listed on our website. Our team operates in accordance with the following standard response timelines:

  • All general inquiries, support requests, and consultations submitted on business days (Monday to Friday, excluding official public holidays) will receive a first response within 24 hours of submission
  • Inquiries submitted on weekends, holidays, or outside of standard business hours will receive a first response within 48 hours of submission
  • Urgent requests, including pre-shipment order modifications, confirmed lost or damaged shipments, and product safety concerns, are prioritized for immediate review and resolution

Core Service Scope & Handling Guidelines


1. Order Management Support


Our team provides full assistance with all order-related inquiries and requests, in line with the following guidelines:

  • Order Inquiries: You may contact us at any time with your unique order number to verify payment confirmation, check order processing status, access shipping tracking details, or confirm order specifications
  • Order Modifications: We will accommodate order modifications (including shipping address updates, contact information changes, and product adjustments) for all orders that have not yet been processed and shipped from our warehouse. Once an order has been dispatched, no modifications can be made
  • Order Cancellations: Cancellation requests are accepted for all unshipped orders. Upon receipt of your request, we will complete review and processing within 1-2 business days. Approved cancellations will be issued a full refund in United States Dollars (USD), with funds credited to your original payment method within 5-10 business days, in accordance with our Refund Policy. Shipped orders cannot be cancelled, but may be returned under our 60-day return policy

2. Shipping & Delivery Support


We provide end-to-end support for all shipping and delivery matters, aligned with our free worldwide shipping guarantee and standard delivery terms:

  • We offer guidance on tracking your shipment, and will conduct full follow-up with our logistics partners for any delayed, stalled, or abnormal tracking updates
  • For confirmed lost, missing, or severely damaged shipments, we will coordinate a full investigation with the shipping carrier, and provide you with the option of a complimentary reshipment of your order or a full refund, at your discretion
  • We will assist with address correction requests for in-transit shipments where possible, though we are not liable for delivery failures caused by incorrect, incomplete, or outdated shipping information provided at checkout

3. Return & Refund Support


Our team provides full guidance and end-to-end assistance for all return and refund requests, in strict adherence to our 60-day return policy:

  • We will walk you through the return request submission process, review your request promptly, and issue an official return authorization number for all eligible returns
  • We provide real-time updates on the status of your returned shipment, and will notify you immediately once your returned items are received and inspected
  • All approved refunds are processed exclusively in USD, and credited to your original payment method within 5-10 business days of inspection approval. We will provide full visibility into the refund timeline, and assist with any payment provider-related follow-up as needed
  • We clearly communicate all return shipping cost terms upfront, covering all return shipping fees for verified product quality issues, incorrect shipments, or transit damage, as outlined in our Refund Policy

4. Product Quality & Complaint Resolution


We take full responsibility for the quality of every Premier Protein product we sell, and have a dedicated process for addressing product-related concerns and customer complaints:

  • All product quality inquiries, including reports of damaged packaging, broken safety seals, product defects, or safety concerns, are prioritized for urgent review within 2 business days of submission
  • Upon verification of a valid product quality issue, we will offer a no-cost reshipment, full refund, or alternative resolution at your discretion, with no additional fees or costs to you
  • All formal customer complaints are assigned to a dedicated support specialist, who will own the case from intake to final resolution, with a formal resolution plan provided to you within 5 business days of complaint submission
  • We strictly adhere to all food safety regulations, and will take immediate, appropriate action for any product safety-related reports

5. Product Consultation & Guidance


Our team is available to provide accurate, clear information about our full line of protein shakes and protein powders, including:

  • Product specifications, ingredient details, and nutritional information
  • Recommended storage, handling, and consumption guidelines
  • Product suitability and usage tips for daily nutrition routines

Please note that our customer service team cannot provide medical advice, dietary guidance, or health-related recommendations. Our products are not intended to replace medical treatment, prescribed dietary plans, or professional medical advice. We always recommend consulting a licensed healthcare provider for any health or dietary-related questions.

Customer Rights & Protection


We are committed to upholding and protecting your rights as a customer, including:

  • The right to non-discriminatory service, with equal access to our full support offerings regardless of your location, order value, or purchase history
  • The right to full transparency, with clear, upfront information about all policies, timelines, fees, and resolution options before any action is taken
  • The right to appeal, if you are unsatisfied with a resolution outcome. You may request a case review by a senior support specialist, who will conduct a full re-evaluation and provide a final resolution within 3 business days
  • The right to data privacy, with all your personal information, order details, and communication content protected in full compliance with our Privacy Policy and applicable U.S. federal and state privacy laws

Team Code of Conduct


All Premier Protein customer service team members are bound by a strict code of conduct, requiring:

  • Professional, polite, and respectful communication at all times, with no offensive, dismissive, or discriminatory language
  • Full accountability for your inquiry, with a first-contact ownership model that eliminates unnecessary transfers or delayed follow-up
  • Honest and accurate guidance, with no false promises or misrepresentation of our policies, products, or resolution options
  • Strict confidentiality of your personal and order information, with data only used for the purpose of resolving your inquiry

Policy Updates


Premier Protein reserves the right to update, amend, or modify this Customer Service Policy at any time, at our sole discretion. Any changes will be posted on this page with an updated "Last Updated" date, and will take effect immediately upon posting. Your continued use of our website, placement of orders, or engagement with our customer service team after the policy update constitutes your acceptance of the revised terms.

Contact Us


If you have any questions, concerns, or need support with your order, our products, or any of the terms outlined in this policy, please reach out to our customer service team directly through the official contact channels listed on our website.