Customer Service

Order Information

Ordering is simple and easy. You can order 24/7 on our website at www.NaturesOneDirect.com or by calling us at 1-888-227-7122 weekdays between 9:00am and 4:00pm EST.

If you wish to place an order through the website, browse for products by using the "Shop Products" navigation bars on the left of the web pages. There is a "Quick Shop" feature at the top of the page that allows you to quickly select a variety of products from just one page.

Alternatively, you can locate products by entering key words in the "Search" tool. The Search tool is available on all web pages, located in the navigation bar near the top of the page.

Once you are ready to make a purchase, simply enter the quantity and then click the "Add Items to Cart" button. If you have not created an account or logged in during this session, you will then be prompted to do so. This will identify you as a new or existing customer.

During the Checkout process, simply enter your shipping address, credit card information (via a secure payment process) and confirm your order. Most shipments will arrive within 2-5 business days!

If you need to clear the quantities in the checkout page, it is necessary to click on the "My Cart" link located at the top of the page. Once you are on the shopping cart page you can remove an item or make any adjustments to the quantity and then proceed to checkout.  Please do not use the back arrow key located at the top left of the page for this purpose. By using the back arrow key, it is simply taking you from the page you are currently on back to the previous page. It will not clear any information already stored on those pages.

If you need to cancel your order, please call us Toll Free: 1-888-227-7122. Office hours are 9:00am to 4:00pm EST. To make any changes to an order after it has been submitted, please call us Toll Free: 1-888-227-7122. Once an order has been shipped, we cannot cancel or change the order. Please refer to our return policy if you need to return any unopened products to us.

Please note: Coupon codes cannot be added to orders after the order has been submitted.

Once your order is submitted and confirmed, print out the order confirmation page. We will send an email confirming your order to the email address you provided during the ordering process. If you do not receive an email confirmation from us with the specifics of your order, we did not receive your order and it will be necessary to resubmit your order.

We are happy to answer any questions you may have about your order. Send inquiries to us through our Contact Us page or call us at 1-888-227-7122. Please include your order number when making an inquiry.

Return Policy

If you would like to return or exchange a product for any reason, we will accept returns of UNOPENED packages within 30 days of the sale date and issue you a credit for the sale price of the product(s). Shipping fees originally paid are not refunded. You are responsible for the actual shipping charges associated with delivering and returning the packages, even if shipping was initially free. However, you will not bear any shipping costs if the return is due to our error.

We cannot accept returns of OPENED product or partial case purchases, unless we sent you the wrong merchandise or there is a defect in the product. If it is a defective product, you may return the merchandise within 30 days of the sale date and we will issue you a full credit.

 

Before returning any product, you must contact our customer service center by dialing 1-888-227-7122 or send an email through our Contact Us page or to CustomerService@NaturesOneDirect.com. We will issue a Return Authorization Code that you must receive prior to shipping the product back. You must include the Return Authorization Code, your name, address, phone number and order number in or on the return package. Once the merchandise is received, an e-mail will be sent and a credit will be applied to your account.

Returns should be sent to: Attn: Returns (Include the Return Auth Code & Order #)
Nature's One Direct
Green Meadows Commerce Center
8754 Cotter Street
Lewis Center, OH 43035

Returns can be shipped using any carrier that is convenient for you. Please package the merchandise so that it will not be damaged when in route. When addressing the package, include the Order Number and Return Authorization Code given to you by our customer service department on the address label.

Atten: Returns (Include the Return Auth Code & Order #)
Nature's One Direct
Green Meadows Commerce Center
8754 Cotter Street
Lewis Center, OH 43035

If we sent you the wrong product(s) or there was a defect, we will send a UPS carrier with a prepaid label to your home within a few business days to pick up the shipment and return it to our warehouse. You will be notified via e-mail once your return has been received and processed.

When starting your baby out on Baby's Only Organic® formula, PediaSmart®, or PediaVance® for the very first time, we recommend that you order one or two cans/bottles to insure your baby tolerates the product well. Then you may want to order by the case to enjoy discounts and free shipping.  We do not exchange product.  Please refer to our return policy if you would like to return product.

Canada Customer Information

All prices reflected on Nature’s One website are in US dollars and are converted to Canadian dollars at the current exchange rate when the charge to the credit card is processed.

As per U.S. Homeland Security policies, shipments crossing the U.S. border cannot be returned to NaturesOneDirect.com. For this reason, all sales of products delivered to customers living in Canada are final.

A Contract Customs Brokers LTD

We ship UPS Ground and get all orders out the next business day and sometimes even the same day. For Canadian orders, you will receive your products within 5-10 business days after placing an order. We do not offer expedited shipping services to Canada. Shipping rates include GST and duty for all non-food products. GST and duty are not charged for Baby's Only Organic® Toddler Formulas. Brokerage fees are included in the shipping rates.

Shipping Rates - Canada
UnitsShipping Fee + Broker Fee
1 - 3 Cans $26.95
4 - 6 Cans $29.95
7 - 9 Cans $32.95
10 - 11 Cans $36.95
1 Case $40.95
2 Cases $55.95
3 Cases $69.95
4 Cases $89.95
5 Cases $100.95

*If you would like to purchase more than 5 cases, please Contact Us so that we can determine the current shipping rate and broker fee. A flat shipping fee of $250.00 will be added to the order if we are not contacted to determine the exact shipping cost.

We will send you a shipment confirmation email once your order departs our warehouse. Your confirmation email will contain a UPS tracking number that links to the UPS website, www.UPS.com. UPS also provides the estimated delivery date for each package.

If the UPS tracking information shows the order has been delivered, be sure to check everywhere. Occasionally, carriers will leave deliveries with neighbors, building managers, or places like your porch, garage, or even behind bushes. If there is no tracking information or the tracking information shows the item as returned, contact us by email or phone. We may have the wrong shipping address or the driver may have attempted to deliver it, but was unsuccessful. It is up to the driver's discretion whether to require a signature when delivering your order or whether to simply drop it off at your doorstep or with a building manager or doorman. If the driver feels it is best to obtain a signature, s/he will make a few attempts to obtain one. A note will be left at your door. After that, the package will be returned as "undeliverable." Orders that are returned or refused will be credited to your account, less the actual amount of UPS's delivery fee. These undeliverable orders will not be resent. A new order must be placed.

Alaska & Hawaii Customer Information

We ship UPS Ground and get all orders out the next business day and sometimes even the same day. For orders to Alaska or Hawaii, you will receive your products within 7-10 business days after placing an order. We do not offer guaranteed overnight shipping.

Individual Units $15.95
1 Case $25.95
2 Cases $34.95

*If you would like to purchase more than 2 cases, please contact us so that we can determine the current shipping rate.

We will send you a shipment confirmation email once your order departs our warehouse. Your confirmation email will contain a UPS tracking number that links to the UPS website, www.UPS.com. UPS also provides the estimated delivery date for each package.

If the UPS tracking information shows the order has been delivered, be sure to check everywhere. Occasionally, carriers will leave deliveries with neighbors, building managers, or places like your porch, garage, or even behind bushes. If there is no tracking information or the tracking information shows the item as returned, contact us by email or phone. We may have the wrong shipping address or the driver may have attempted to deliver it, but was unsuccessful. It is up to the driver's discretion whether to require a signature when delivering your order or whether to simply drop it off at your doorstep or with a building manager or doorman. If the driver feels it is best to obtain a signature, s/he will make a few attempts to obtain one. A note will be left at your door. After that, the package will be returned as "undeliverable." Orders that are returned or refused will be credited to your account, less the actual amount of UPS's delivery fee. These undeliverable orders will not be resent. A new order must be placed.

Customer Service