Customer Support

Mailing Address

Please note this is our registered business address. For order-related enquiries, email is the fastest way to reach us.

We Can Help With

30-Day Money-Back Guarantee

If NutroZyme is not right for you, we will refund your order in full within 60 days of delivery. No return required. Simply email us with your order number and we will take care of the rest.

Full details are available on our Shipping & Returns page.

Shipping

Carrier & Delivery Times

Order & Tracking Updates

You will receive an order confirmation email immediately after placing your order. Once your order ships, a second email with your USPS tracking number will be sent. Please allow up to 24 hours for tracking information to become active in the USPS system.

If you have not received a shipping confirmation within 3 business days of placing your order, please contact us at info@eternahealthnutrition.com. Eterna Health LLC, 15442 Ventura Blvd, Suite 201, Sherman Oaks, CA 91403.

Address Accuracy

Please ensure your shipping address is entered correctly at checkout. Eterna Health LLC is not responsible for orders delivered to an incorrect address provided by the customer. If you notice an error after placing your order, contact us immediately and we will do our best to correct it before fulfilment.

Returns & Refunds

We stand behind NutroZyme with a 60-day money-back guarantee. If you are not satisfied with your order for any reason, contact us within 60 days of your delivery date and we will issue a full refund. No return shipment required.

To request a refund:

• Email info@eternahealthnutrition.com with your order number and the reason for your request
• Our team will respond within one business day
• Refunds are processed to your original payment method within 5 to 10 business days, depending on your bank

Refunds are available for purchases made directly through Eterna Health. For orders placed through third-party retailers, please contact the retailer directly.

Damaged or Missing Orders

If your order arrives damaged or is missing items, please email us at info@eternahealthnutrition.com within 7 days of delivery with your order number and a description of the issue. We will arrange a replacement or refund at no cost to you.

1. Personal Information We Collect

We may collect or process the following categories of personal information:

• Contact details including your name, billing address, shipping address, and email address.
• Financial information including credit card and payment card information and transaction details. This information is processed by our payment provider and is not stored by Eterna Health.
• Account information including your username, password, and preferences if you create an account.
• Transaction information including the items you view, add to your cart, purchase, or return.
• Communications with us including information you include in customer support requests, emails, or feedback.
• Usage data including how you interact with our website, pages visited, time on page, and referring URLs.
• Device and technical data including your IP address, browser type, and operating system.

We collect information you provide directly (such as at checkout), information collected automatically when you use the Services (such as via cookies), and information from third parties such as analytics providers.

2. How We Use Your Information

We use the personal information we collect to:

• Process, fulfil, and deliver your orders
• Send order confirmations, shipping notifications, and tracking updates
• Manage your subscription if you have an active subscription order
• Respond to your questions and customer support requests
• Send you marketing communications if you have opted in (you may unsubscribe at any time)
• Improve and optimise our website and product offerings
• Detect and prevent fraud or other harmful activity
• Comply with applicable legal obligations

3. How We Share Your Information

We do not sell your personal information. We may share your information with:

• Service providers who help us operate our business, including payment processors, shipping carriers (USPS), email marketing platforms, and analytics providers. These parties are contractually required to protect your data.
• Legal authorities when required to do so by law, court order, or government request.
• Business transfers in connection with a merger, acquisition, or sale of business assets, in which case your information may be transferred as part of that transaction.

We require all third parties to respect the security of your personal data and to treat it in accordance with applicable law.

4. Cookies and Tracking Technologies

We use cookies and similar technologies to improve your experience on our website, remember your preferences, and understand how visitors interact with our content. These include:

• Strictly necessary cookies required for the website to function (such as your shopping cart and session).
• Analytics cookies that help us understand how visitors use our website (such as Google Analytics).
• Marketing cookies used to show you relevant advertisements on other platforms.

You can control cookie preferences through your browser settings. Disabling certain cookies may affect the functionality of the website.

5. Data Retention

We retain your personal information for as long as necessary to fulfil the purposes outlined in this policy, or as required by applicable law. Order and transaction information is typically retained for a minimum of five years for tax and legal compliance. You may request deletion of your personal data at any time, subject to any legal obligations we may have to retain it.

6. Your Rights

Depending on where you are located, you may have the following rights with respect to your personal information:

• Access: the right to request a copy of the personal information we hold about you.
• Correction: the right to request that we correct inaccurate or incomplete information.
• Deletion: the right to request that we delete your personal information, subject to legal obligations.
• Portability: the right to receive your personal information in a structured, machine-readable format.
• Objection: the right to object to certain uses of your information, including direct marketing.
• Withdrawal of consent: where we rely on consent, you may withdraw it at any time without affecting the lawfulness of prior processing.

To exercise any of these rights, please contact us at info@eternahealthnutrition.com. We will respond within 30 days.

If you are a California resident, you may have additional rights under the California Consumer Privacy Act (CCPA), including the right to know, delete, and opt out of the sale of personal information. We do not sell personal information.

7. Children's Privacy

Our Services are not directed to individuals under the age of 18. We do not knowingly collect personal information from children. If you believe we have inadvertently collected information from a child, please contact us and we will delete it promptly.

8. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or applicable law. When we make changes, we will update the "Last updated" date at the top of this page. We encourage you to review this page periodically. Your continued use of the Services after any changes constitutes your acceptance of the updated policy.

9. Contact Us

If you have any questions about this Privacy Policy, or wish to exercise your rights regarding your personal information, please contact us:

• Email: info@eternahealthnutrition.com
• Post: Eterna Health LLC, 15442 Ventura Blvd, Suite 201, Sherman Oaks, CA 91403, United States