Frequently Asked Questions


General Store/Ordering Inquiries

How can I contact Customer Service?

You can contact our Customer Service Department by calling 1 (855) 868-4545 or by sending an email to shop@ww.com. Our phone hours are:

Monday - Friday 7:00am to 9:00pm CST
Saturday 7:00am to 4:00pm CST

What forms of payment do you accept?

We accept Visa, MasterCard, American Express, Discover, and PayPal.


How do I place an order?

First, add any items you wish to purchase to your Shopping Cart. You can do this by clicking the "Add to Cart" button for the items you wish to add.

When you are ready to complete your order, click the shopping cart icon located in the upper right hand corner of any page in the Online Store. After reviewing the items in your cart, follow the checkout process by registering/signing in or continuing as a guest.

When you successfully complete the checkout process, you will be directed to an order confirmation page and you will receive an order confirmation e-mail.

Please note that we currently accept orders only through the Online Store. We do not accept orders by phone, fax or e-mail.


Will there be sales tax on my order?

The Online Store collects and remits sales tax as applicable. The amount of tax charged, if any, depends on the type of item purchased, and the destination of the shipment. You can see any applicable taxes prior to placing your order on the last page of the checkout process.

Please note that sales tax may be required on shipping & handling charges. In addition, while some states do not charge sales tax on unprepared food items, it may be required on food items labeled as snack foods. If your shipping address is in Hawaii, Puerto Rico or Alaska, a handling tax will be added and noted on your checkout page.

You can see any applicable taxes prior to confirming your order on the last page of the checkout process.


Is your order process secure?

When you are placing an order on the Internet, your security is our number one priority. Our web site uses Secure Socket Layer (SSL) technology, the industry top standard encryption protocol to keep your credit card information secure.


How can I edit or cancel my order after it has been submitted?

We endeavor to ship items to you as quickly as possible and as a result, after you place an order via the Online Store, we cannot edit the shipping address or otherwise alter the order, and cannot stop your order from being processed. If for any reason you are not happy with your order, you can return it in accordance with our Return Policy, which is located on the Shipping and Returns page.


How do I track my order/check the status of my order?

At the top of the Online Store page, click on "Login." In your account dropdown, select "Orders." From that page, you can view your order history as well as track any current orders.

If you received a tracking number for your order then it has shipped via UPS and you can view its status through the UPS website at any time. If you did not receive a tracking number then your order has shipped via USPS and will arrive in 2-7 business days. No tracking numbers for USPS orders are available at this time. If you order has not arrived after 7 business days, please e-mail customer service for more information. For more details on shipping times and rates click here.


How do I change my shipping address or credit card info?

During checkout you will have the option to enter new shipping and billing info.



Returns

How can I make a return?

Please note that purchases from the Online Store cannot be returned to any WW Studio locations. Please view our return policy and procedure here.


Product Inquiries

What is the WeightWatchers® Program?

A program for people who truly love food, WeightWatchers helps you lose weight and build healthy habits, one small step at a time. Fad weight-loss diets can be restrictive, and rarely work long term. We have more than 140 publications that show WeightWatchers’ efficacy to help members lose weight and keep it off, and we’ve been ranked the #1 Best Diet for Weight Loss by U.S. News & World Report for 12 years in a row.* 

* U.S. News & World Report ranked WW the #1 Best Diet for Weight Loss for 12 years in a row (2011–2022).


How does the Points® system work? 

Our exclusive Points system takes the guesswork out of nutrition. Our experts take into account a food’s complex nutritional factors, like added sugars, fiber, protein, and saturated fats vs. unsaturated fats, to create a single number: the Points value. ⁣Your plan will include a flexible Points Budget, and—like a financial budget—how you spend it is up to you.


When members scan the barcode via the WW App, the relevant Points® will appear. What should I do if my snack bars arrive and they are melted?

Please note that in warmer months there is some risk that chocolate snack bars will arrive melted. Unfortunately we cannot control the temperature and conditions the bars are exposed to once they leave our fulfillment center. We recommend refrigerating the melted bars to return them to their normal state. We do not consider these items defective or damaged and this return policy does not apply to them.


Why are you limiting the quantity of an item I want to purchase?

We may limit quantities on particular items that can be purchased through the Online Store due to inventory availability.


What happens if an item is out of stock?

When an item is out of stock, we do not offer timetables for availability as we cannot guarantee the delivery date of product into our fulfillment center. Please check back regularly and when this item becomes available you will be able to add it to your shopping cart.

If an item is found to be out of stock after your order is placed, we will notify you that the item will be canceled from your order and the remaining items shipped. You will not be charged for the out of stock item.



Marketplace FAQ’s

What is the WW Marketplace?

The WW Marketplace is a collection of products curated for your wellness journey. These products ship to you directly from the seller.


Will my information be secure with Marketplace sellers?

All WW Marketplace sellers must follow the WW Privacy Policy. The only information shared with sellers is what is needed to fulfill your order, which does not include payment information. 


How do I know what items are part of the WW Marketplace?

All Marketplace Items will say “Sold and shipped by seller” on the product page. In addition, in your cart you will see this message and also see your order broken out into different shipments.


What is the return policy for WW Marketplace items?

If for any reason you are not satisfied with your purchase, WW Marketplace sellers will accept returns of all non-food items purchased within 30 days of delivery for a full refund, less any shipping and handling. WW Marketplace sellers will not accept returns of food products unless damaged or defective.

Please note that WW Marketplace purchases cannot be returned to any WW Studio locations. If you decide to return a WW Marketplace item, please contact the seller directly through the Order Details page at www.weightwatchers.com/us/shop/TrackOrderStatus. The seller will respond within two business days. When the seller responds you will receive an email notifying you to a new message regarding your order. To respond to the seller you can reply directly to the email.


How do I contact the seller of a WW Marketplace item I purchased?

To contact a seller, go to your order history page and click Contact Seller. You must choose a messaging reason and add in detail. The seller will respond within two business days. When the seller responds, you will receive an email alerting you that you have a message regarding your order. To reply back to the seller you can reply directly to this email.


I have a Promotion code from WW, will that work on Marketplace items?

No, WW Marketplace items are excluded from promotions.



Additional WW Shop FAQ’s

Can I receive a price adjustment for a previous purchase that is now on sale?

No, you cannot receive a price adjustment for a previously purchased item that is now on sale.


I made a mistake on my order: Can I make adjustments to my order?

We are not able to cancel an order after it has been placed. For questions about a mistake on an order please contact us.