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 email@example.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 and American Express.
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 "Sign In/Register." Under the "My Orders" category, select "Order History." 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?At the top of the Online Store page, click on "My Account." Under the "Settings" category, click on "Address Book." On that page, you can update your Shipping and Billing Address.
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.
Are WW snacks different SmartPoints™ values for Green, Blue, and Purple?
The SmartPoints™value of our WW snacks remains the same for Green, Blue, and Purple.
Are WW products available in my local supermarket?We've made it easier than ever to find your favorite WW Supermarket Foods using our product locator. Simply enter your zip code and radius, then choose your product category and variety/flavor.
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 for any reason 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.