Account management

1. How do I change my password?
Changing your password is quick and easy, and can also help to protect your account. The easiest way to do it is to login to your account, and change the password by clicking on "change password" as shown on the screenshot below.

2. What do I do if I forgot my password?
With the amount of passwords that everyone is required to remember, it's easy to forget one every now and then, especially when all of them have different rules you have to follow. If you can't remember the password to your account, we can send you an email to verify your username and provide step-by-step instructions on how to reset your password. You can click on the link above or click on "forgot password" below at the login page.

3. How do I create an account?
Setting up an account is super easy and quick. Simply go to the create page and type in your password and email, and you will have a free account in seconds. When you've created an account you will be able to login and see order details, wish list, gift cards, newsletter options and much more.

4. How does the wish list work?
The wish list is made for you! It allows you to easily save products for later by clicking on the wish list button when browsing our website. It can be products that are out of stock you want to keep an eye on, or maybe new products that you want to try in the future. When you have saved the wish list you will be able to login to your account and add the products from it to your shopping cart. This is the easiest way to get the products you want! You can also share the wish list with your friends and family if your birthday or any other holiday is approaching.

5. Can I checkout without an account?
Yes! You can checkout by using the guest option. It's super easy and doesn't require any additional information other than the one needed for your order. No login, no creating a profile, just simply buy and go.
 

Delivery & Order status

1. Can I cancel my order after I have placed it?
We're really quick at packing your order, which means that you cannot make any changes once you've placed it. This includes changing the delivery option, delivery address or ordered products.

However, you may be able to cancel your order and place a new one instead. There are varying time limits in which you can cancel your order. Normally it is 10-30 minutes after completing your order.

You can cancel your order by logging into ‘My Account’ and viewing your recent orders. If the button next to an order says ‘Cancel/View’, you still have time to cancel it by clicking that button.

If the cancel option is not available, then it is too late for you to cancel your order. However, you can still return any unwanted items or the whole order to us for a refund once you’ve received it. Just contact us on mail or phone and we will guide you.

2. I ordered the wrong product
No problem! You can always return the product to us in exchange for another one or a refund. Just contact us on mail or phone and we will guide you.

3. I have received a wrong/damaged product
Our fulfilment centre tracks and scans each product before packing it in order to eliminate any packing error. In case you have received a wrong/damaged product or found a mistake in your order, please contact our customer support. We will fix the mistake as soon as possible and you can rest assured to get the right product at no extra costs.

4. When will I receive my order?
Once you have completed your order, you will receive a notification with an estimated delivery date. You can also login to your account and check the status of your order by clicking here.

5. What is my tracking number?
Once we have sent your order, you will receive a tracking number by email & SMS. If you cannot find the tracking number, you can login to your account and find the tracking number next to your order.

It can take a day before you are able to see the tracking number online. However, sometimes an error may occur due to the carrier. Therefore we advise you to contact us if you are not able to track your shipment with the track and trace number that we provided you after 24 hours.

6. I have not received any confirmation email or track and trace number
Start by checking your email account’s spam or junk folder to make sure that the confirmation email was not filtered. It is usually the reason. If the email is not there, then the problem could be due to some technical issues or a typo in your email address. Contact our customer support and we will help you as soon as we can.

7. When will I receive my order?
Once you have completed your order, you will receive a notification with an estimated delivery date. You can also login to your account and check the status of your order by clicking on Where is my order.

8. My order has not arrived yet
Sometimes delays may occur, which will affect the delivery time. If your order status has changed to "sent" and you still have not received it after the estimated delivery date, check the tracking number for more information. If the package is lost in transit, contact our customer support, and we will do everything we can in order to help you.

In rare cases, the tracking number can be unavailable, which can be due to:
A delay in the updates of the tracking database Busy IT system of the third-party logistics provider (for example, due to Christmas or other holidays) Weather hazards such as snow, heavy rain, thunderstorms, etc.
Please note that sometimes the post service will not deliver the package to your address, but to your local post office. Check the tracking number to follow your package and see its status.

9. My package has been returned to you, what do I do?
If you somehow did not manage to pick up your package on time it will be returned to us. If that happens we can send the package back to you, or refund your order, and you can place the order again. Please, contact our Customer Service for help.

10. Will my package be charged any kind of customs charges?
No! The price you see online includes everything and is final. No extra costs or hidden charges will be applied to your order.

11. European quality – guaranteed delivery
For all orders shipped within Europe we can guarantee secure delivery though our package forwarding service.
 

Payment & Ordering

1. What payment methods do you accept?
We currently accept payments with all the cards listed below, as well as Paypal and Klarna (for some countries).
Visa, MasterCard, AMEX, Diners/Discover, Maestro, JCB, sofortueberweisung, iDEAL, PayPal, and mpass

You can also pay with a gift card if you got from us. Gift cards are applicable in the store, and should be registered at the checkout. You cannot use multiple gift cards at the same time. You can, however, use the same credit card more than once until the limit has been reached.

2. My credit card was declined, why?
In rare cases credit cards can be declined, often due to a mistake while typing in your card details. Make sure you enter your card details correctly.

Other reasons:
1. Reaching the account spending limit
2. Entering the wrong card number
3. Entering the wrong expiration date
4. Entering the wrong CV2 security code
5. Having a security setting in place to block online purchases

If you are still not able to pay for your order, please contact our customer service team, and we will be able to help you with your issue.

3. What currency are your prices in?
All prices on Gymnordic are stated in the currency that you choose. The actual credit card transactions are always converted to EUR upon withdrawal. You will find the conversion rate stated upon checkout. Klarna payments are withdrawn at local rates.

4. Can I place the order by phone?
All orders have to be placed online. However you are always welcome to call us in case you need any guidance or help with placing an order.

5. When will I be charged?
You will only be charged once your order is shipped from our warehouse.
 

Return & Exchanges

1. Can I return or exchange an unopened/unused product?
Of course, you can. We offer 30 days full refund guarantee. We want to make sure that you always have exactly what you want. If you decide that a product you ordered isn't what you need and you haven't opened it, we can issue a refund, exchange or voucher equal the price of the product. What you choose is completely up to you.
To make a return just login to your account and click on the order number and return. You will be able to manage the items you want to return and also get the label for the return.

2. Can I return or exchange an opened/used product?
We only accept returns of unused and unopened products. In case you want to file a complaint about a product, please contact our customer support.
 

Guidance

1. How do I search for products?
You may have heard of a product, or received recommendation from a friend. We have built a comprehensive search function at Gymnordic to make it easier for you to find your favourite products. Simply type in your search phrase and you will be able to see if we have the desired product in stock.

2. Do you have a printed catalogue?
As we're expanding our range all the time, we cannot print a catalogue. The best way to stay updated with our products is to subscribe to our newsletter and we will make sure to keep you posted on product releases and much more.

3. I'm looking for a product you don't have. Will you get it?
As we're always expanding our range of products, we will probably get most of the products available on the market. However your help is much valued. If you would like to see a certain product in our range, just use the wish button.

4. What is your absolute best product?
We get this question quite often; people may ask ”what is the best fat burner” or ”what is the absolute best product for muscle building that you can recommend” and, honestly, there are simply no answers to these questions.
This even comes down to such product as protein powder. Some people may have a more sensitive stomach than others and need a really pure hydrolysed protein source while others don’t mind usual whey concentrate.
Therefore we normally answer such questions by asking a couple of questions back: What experiences do you have with other supplements? What works best for you? What do you like/dislike?
Some people love the tingling effect of stimulant-based products containing caffeine and beta alanine, while others prefer stimulant-free products. Therefore it’s important to know what you are looking for.
We are here to guide and help you with our best knowledge, and we can do so by getting to know you – the more information you share with us, the better we can help you. Some of the best ways to know what is good for you is to basically try it – the more experience you get with supplements the quicker you know what suits you and what doesn’t. Feel free to call us or write us an email for personal advice and guidance.

5. NO DOPING - we follow WADA guidelines
Gymnordic´s standpoint on doping is rock-solid – we don’t endorse it nor want to be a part of it. Therefore we don’t sell any products containing substances banned by WADA – we follow WADA guidelines to our best knowledge. Some manufacturers use a disclaimer saying that their products may cause a ”false positive” doping test. If such disclaimer is labelled on any of our products we will warn you about it under the product description by showing a logo and a warning sign.