Returns & Refunds
Our Commitment to You:
At Prolon, we know that choosing a wellness program is a meaningful investment in your health. We are deeply committed to providing high-quality products and an exceptional experience.
All Sales Are Final:
We do not accept returns, whether the product is open or unopened.
This policy is in place to protect our customers. All products are properly sealed and free of tampering when they leave our facility. Because Prolon sells food products, we hold every item to strict quality standards prior to shipment. To safeguard the safety and experience of our customers, we are unable to accept returns or exchanges, which ensures every customer receives a fresh, untampered kit directly from our facility.
By purchasing Prolon products, customers acknowledge that they have had the opportunity to review the ingredients, nutrition information, contraindications, and safety information available on our website and have determined, in consultation with their healthcare provider when appropriate, that the product is suitable for their individual circumstances.
Nothing in this Policy limits any rights or remedies that cannot be waived or excluded under applicable law.
Medical Disclaimer, Contraindications, and Precautions:
Medical Disclaimer
Before implementing any new nutritional therapies, including Prolon’s 5-day fasting mimicking diet, or before making any changes to your diet, fasting routine, supplement regimen, or other health-related practices, consult with your healthcare provider to determine what is appropriate for your individual needs and medical history. The information provided by Prolon and L-Nutra is for educational purposes only and is not intended to diagnose, treat, cure, or prevent any disease. Always seek the guidance of a qualified healthcare professional regarding any questions or concerns about your health.
Before purchasing, customers are responsible for reviewing the product ingredients, nutrition information, contraindications, and safety information. Prolon’s 5 day fasting mimicking diet may not be appropriate for everyone, including individuals with certain medical conditions, food allergies or restrictions, those who are pregnant or nursing, individuals under 18 or over 70 without physician approval, or others as outlined in our contraindications and safety precautions resources.
Order Cancellations
Orders begin processing shortly after placement. Once an order has entered the fulfillment process, cancellation requests cannot be guaranteed and may not be possible. Customers requesting cancellation should contact Customer Service as soon as possible at 888-926-5370 or customerservice@l-nutra.com. Orders that have entered the fulfillment process are not eligible for cancellation. Expedited orders begin processing immediately and cannot be cancelled once placed.
For customers who have selected Onward Checkout+, please refer to the Order Protection section below for information on order editing and cancellation options.
Subscription Cancellations
If you have an active subscription, you may cancel at any time through your customer portal or by contacting our Customer Service team. Our Customer Service team is available Monday–Friday, 9:00 AM–5:00 PM Central Time, and emails may take up to 1-2 business days to receive a response. To ensure we can process your cancellation before your next order is charged and processed, please submit your request at least 24 hours before your scheduled renewal date. Requests submitted after business hours on the day before renewal may not be reviewed until after the order has already been processed.
Please note that subscription renewals are processed automatically at the beginning of the renewal date (12:00 AM). Once a renewal has been processed, we are unable to stop the order because your order has entered the fulfilment stage and will ship shortly thereafter.
Missing/Damaged Items:
If your order arrives damaged or is missing any items, please contact Customer Service within 14 days of delivery and provide photographs of the product and packaging so we may investigate and determine an appropriate and timely resolution. Failure to notify us within this period may limit our ability to investigate carrier claims.
Shipping & Risk of Loss:
L-Nutra will add applicable shipping and handling fees to your order. Most orders enter fulfillment shortly after processing and are typically shipped within 1–2 business days. Once your order has shipped, a tracking confirmation will be sent via email. Please allow 5–7 business days after fulfillment for standard delivery. Delivery timeframes are estimated and may vary due to carrier delays, high order volume, or product availability.
Customers are responsible for providing complete and accurate shipping information at checkout. Orders shipped to an address provided by the customer cannot be modified. L-Nutra is not responsible for orders delayed, lost, misdelivered, returned, or otherwise impacted due to incorrect, incomplete, outdated, or undeliverable shipping information submitted by the customer. If an order is returned to L-Nutra due to a customer-provided address error, the customer may be responsible for any additional fees to rectify the situation. Shipping charges are non-refundable.
Title and risk of loss pass to the customer upon delivery to the carrier, except where prohibited by applicable law.
Orders reported as lost, stolen, damaged, or missing after carrier delivery may be reviewed on a case-by-case basis. Customers who purchased Onward Checkout+ should submit claims directly through Onward. L-Nutra reserves the right to deny refund or replacement requests where carrier records indicate successful delivery or where fraud, abuse, or misuse is suspected.
We currently ship within the United States only. Free shipping promotions apply only within the contiguous United States and exclude Alaska, Hawaii, Puerto Rico, and other U.S. territories. Orders shipped to these locations may be subject to additional shipping charges and extended delivery timeframes beyond our standard estimated transit time of 5–7 business days.
Order Protection with Onward Checkout +
Customers may elect to purchase Onward Checkout+ at checkout to obtain additional protections and benefits subject to Onward's terms and conditions. Learn more about Onward Checkout + benefits here.
Questions? We’re Here to Help.
We want you to feel fully supported at every step. If you have any concerns about your order or questions about L-Nutra’s products and science, please do not hesitate to reach out to our team.
Email: customerservice@l-nutra.com
Phone: 888-926-5370
Available Monday–Friday, 9AM–5PM CST
Your satisfaction is our priority. Thank you for trusting Prolon with your wellness journey.