Customer Service Questions

If you have a specific question, please don't hesitate to
call us 9AM-5PM MT Monday - Friday at 1.800.336.1977 or
email support@hammernutrition.com or utilize our online chat feature.

CUSTOMER SERVICE QUESTIONS
WHY IS MY FUEL CONTAINER HALF FULL?

As a client commented recently, we do actually take your feedback seriously and we do honor your requests whenever possible. One thing that has been annoying you and me is the half full containers of HEEDRecoveriteSustained Energy, and Perpetuem. Despite what some have suggested, the containers do contain the correct number of servings and no one is getting shorted, it's just wasteful. Believe it or not, the containers are full to the brim at the time they are manufactured. However, the fine powder and all of the gravitational pull on the containers as they are being transported from Wisconsin to Montana and then to your door causes this extreme amount of settling to occur. Despite this obstacle, we are currently testing new inline agitators and other methods of "presettling" the powders so they can be put into smaller containers. This is going well and we expect to be able to reduce the container sizes soon. However, the ultimate goal is to get away from the stiff high-density polyethylene containers and go to large envelope or pouch style bags. These will have almost no wasted space and are much easier to recycle.

To add to this, everyone must realize that "going green" sounds all well and good, but it rarely costs less or even the same as traditional packaging. In fact, it can cost a lot more, which will then be passed on to the end user. In another way, the same goes for "refilling" - People are very concerned about food safety and current regulations prevent us from using already been used containers a second time. We do our best to be conservation minded and to be responsive to our consumer's concerns, but they are/can be contradictory (i.e. lower our prices and increase our costs with more recycling/environmentally friendly packaging). As with most things in life, we cannot give you your cake and allow you to eat it too in some instances.

WHAT ARE YOUR QUALITY CONTROL PROCEDURES?

Now more than ever, the quality of the raw materials that go into any supplement - and, of course, the finished product - is unquestionably of vital importance to the consumer. At Hammer Nutrition we understand this and take this very seriously, which is why we chose firms that had the qualifications to meet the standards of quality and excellence we demand.

GMP (GOOD MANUFACTURING PRACTICES):

Companies that employ Good Manufacturing Practices in the production of goods are able to offer quality products on a consistent basis. It is not enough to simply attempt to make quality goods. Adherence to GMP requires dedication to quality and development of a program that allows a company to measure their results against recognized standards of quality. Organizations like SQF were established to facilitate this. Their presence, as auditing entities, allow companies to achieve quality standards that ensure their products are of the quality level that discerning customers not only expect, but demand.

SQF certification ensures that the manufacturers meet all the standards of quality that translate to consistency and accuracy in regards to Quality Assurance and Quality Control of:

• Facilities
• Staff
• Safety
• Sanitation
• Ingredients
• Batching
• Processing
• Packaging
• Documentation
• Shipping
• Product Support

THE MANUFACTURERS HAMMER NUTRITION SELECTS? ONLY THE BEST!

As an example, the primary manufacturer of Hammer Nutrition supplements has been involved in natural health for over forty years. This is their Mission Statement/Treatise, as stated on their web site:

We operate our own manufacturing facility and distribution center under GMP to ensure quality through every step of production. From research and development, through formulation, processing, packaging, and distribution, you can be assured that our staff is dedicated to quality in all aspects of our operation. We continually strive to provide our customers with exceptional products, using the finest ingredients, from the best sources, processed with utmost diligence, delivered at competitive prices, without sacrificing potency or quality.

We at Hammer Nutrition, of course, visit their facility several times throughout the year and every time we find it to be spotless and sanitary beyond one's imagination:

• Every employee handling raw materials or finished products wears the equivalent of a hazmat suit.

• The machinery is meticulously cleaned and sanitized frequently via a rigid time schedule. According to our manufacturer: All food contact surfaces of machinery and utensils are thoroughly cleaned via dry wiping/brushing and vacuuming after they are used for EACH product AND at the end of EACH work day. Any residue that cannot be removed via these dry cleaning methods is removed with isopropyl alcohol-assisted wet brushing and vacuuming. Machinery and utensils are then thoroughly sanitized via alcohol wiping with disposable towels, and are placed in closed sanitary bins, covered with plastic sheeting, or sealed via their own enclosures to protect their food contact surfaces while not in use. Machines and utensils are always re-checked for proper sanitation prior to use on the next product. This applies to all surfaces of the equipment and utensils that come in contact with the ingredients and components that are specified as food grade contact."

• Special ventilation units are in place in specific areas of each room to ensure that the dust-free/sanitized nature of every room is maintained at all times. In essence, every room is a cleanroom.

Even the floors of the warehouse are diamond polished, which helps maintain the cleanliness of the surface and the integrity of the concrete.

OBTAINING THE FINEST INGREDIENTS

As you can imagine, it is a multi-step process from the ordering of raw materials to finished product. The first step is, of course, procuring the finest raw materials available. Regarding that, the primary manufacturer of Hammer Nutrition supplements requires that all potential suppliers provide a Certificate of Independent Laboratory Analysis - covering no less than 15 specific items - with EVERY shipment of raw material. Some of these specifics are:

• Material Lot Number

• Material's Country of Origin

• Date of Manufacture

• Statement of Shelf Life and description of means used to determine Shelf Life, along with a degradation or activity loss curve for a 5-year period from date of manufacture, and storage conditions required to maintain optimum conditions.

• Statement of, and References to, Industry Accepted Methods of Analytical Processes used to establish Raw Material Identity and Purity, and results of such analysis. (Must be detailed and include the Name, Contact Person, and Phone Number of the Independent Laboratory that conducted Identity Testing).

• Statement of, and References to, Industry Accepted Methods of Analytical Processes to establish that Raw Material meets FDA standards for microbial content, heavy metals, solvents, and pesticides, and results of such analysis. (Must be detailed and include the Name, Contact Person, and Phone Number of the Independent Laboratory that conducted this Testing).

• Allergen Statement as to absence or presence any of the following substances in the product, or if any of the following substances were used in the process that resulted in the final product - Milk, Eggs, Fish, Crustacean Shellfish, Tree Nuts, Wheat Peanuts, Soybeans.

• Statement of exact original source of material and/or exact original source from which the material was extracted or otherwise derived. (an example would be if Glucosamine was derived from crab, lobster and shrimp)

• Statement of exact original source of any materials added to the named material and/or exact original source from which any materials added to the named material were extracted or otherwise derived.

In addition, if any type of botanical product is used in a formula, a 27-point questionnaire (formally called a Botanical Supplier Reliability Audit Checklist) must be completed by would-be suppliers. This questionnaire covers the following topics:

1. In the Field - In this section, questions such as these must be answered in detail:

• Are material gatherers trained in identification and collection issues?
• Are records kept of collection dates and locations?
• Are collected materials properly stored and protected from the environment?

2. Botanical Processing - In this section, questions such as these must be answered in detail:

• Are raw materials and in-process material containers clearly identified with contents and batch identification?
• Does a trained technician perform sampling?
• Are materials handled, identified, and stored in a manner that will prevent damage, contamination, mix-ups, and errors?
• Are products properly stored under appropriately controlled temperatures and humidity?

3. Testing - In this section, questions such as these must be answered in detail:

• Is suitable laboratory equipment available to perform all required tests?
• Are product specifications developed, reviewed, approved, and established in writing by a competent individual?
• Are product tests performed at appropriate frequencies to assure consistency and compliance with all product specifications?
• Is laboratory equipment calibrated at appropriate intervals?
• Do competent and trained individuals perform product testing?

All of these steps ensure that our manufacturer is receiving only high quality ingredients from reputable vendors.

WHERE DO THE RAW MATERIALS COME FROM?

The saying "you get what you pay for" is usually applicable when purchasing pretty much everything, and it's especially true when it comes to nutrients, be they vitamins, minerals, herbs, or otherwise. When we at Hammer Nutrition formulate a product, the first thing we do is decide how much of what ingredient is necessary to provide an efficacious effect, keeping in mind that capsule content availability/ limitations and the cost-to-consumer are but two things we have to take into account.

The most important factor, however, is procuring the best possible raw materials. We're fortunate that our manufacturers do this painstakingly-long process for us, as per our unflinching requirements/specifications, sourcing materials from a variety of possible suppliers, using the very stringent requirements that were listed earlier. Once one or more potential raw material sources have been obtained, our manufacturers provide us with a number of options to choose from. Quite often, with much time spent in the process, decisions have to be made in regards to the cost/benefit ratio of a certain nutrient. In other words, a specific form of a given nutrient may be priced so high that its inclusion in a Hammer Nutrition product - even at minimal levels - cannot be justified, due to the cost burden on the consumer. If this is the case (and it rarely is), we look for the best alternative.

Most importantly, though, we NEVER cut corners when it comes to the quality of raw materials; we obtain only the finest available and never sacrifice quality simply for the sake of a lower price. We always try to obtain raw materials from the primary manufacturer of said materials, assuming of course that these nutrients meet both our and our manufacturers' demanding requirements. The overwhelming majority of the time, this means US-based suppliers, though there are other suppliers that produce certain nutrients that are superior grade to any other country.

Historically, Chinese-sourced raw materials have been typically categorized as less than desirable. The cost of these materials was/ is usually lower than other sources, but oftentimes the quality of the product was suspect. There have been significantly positive changes regarding the quality of Chinese-produced raw materials over the past few years. However, it has been - and continues to be - Hammer Nutrition's policy to use Chinese-sourced materials only when world-wide supplies are low- to-unavailable and/or when Chinese-sourced materials are our only option. In those rare instances, these particular nutrients are constantly scrutinized even more closely to make sure no sub-par quality ingredients are even delivered.

FROM BEGINNING TO END - HOW A HAMMER NUTRITION SUPPLEMENT IS MADE

Here are the primary steps of the process that our primary manufacturer goes through when producing each and every bottle of a Hammer Nutrition supplement:

4. Purchase Order - The purchase order arrives, at which time the Account Representative confirms it with the client (Hammer Nutrition).
5. Batch Record Initiation - The Process Manager assigns batch and lot numbers to each of the items/ingredients/nutrients that are on the purchase order.
6. Raw Inventory Check and Order - The Process Manager checks the current inventory for available raw materials and, if available, assigns those materials to the Batch Record. If additional raw materials are needed, the Process Manager orders more. Batch Record Generation - The Process Manager generates a Batch Record for each item/ ingredient/nutrient on the purchase order.
7. Master Batch Record QA (Quality Assurance) Check - The Quality team ("Quality") then checks the accuracy of the Batch Record vs. the Master Batch Record. If 100% accurate, the Quality signs off on Batch Record for processing and returns signed Batch Records to the Processing Supervisor.
8. Issue Batch Record - The Process Supervisor Issues Batch Record to the Blending Technician for batching.
9. Weighing Batch - The Mix Bench Technician weighs all ingredients.
10. Quality Assurance Check - Quality signs off on weight.
11. Milling Batch - The Mix/Mill Technician mills certain ingredients to ensure smoothness and eliminate clumping.
12. Quality Assurance Check - Quality signs off on post-blend weight.
13. Testing Batch for Encapsulation - The Encapsulator/Mix Bench Technician tests the product based on historic use or calculation. Prior Batch comparisons are performed, if needed.
14. Quality Assurance Check - Quality signs off on tests or repeats testing.
15. Re-Mixing Batch - The Mix/Mill Technician re-blends all the ingredients to a homogenous consistency after testing is approved.
16. Quality Assurance Check - Quality inspects blended materials. If approved, the Process Supervisor/ Manager signs off on full-run blending.
17. Encapsulation - The Encapsulator Technician encapsulates product consistency after testing is approved.
18. Quality Assurance Checks - During the encapsulation process, 15-minute checks are performed by the Encapsulator Technician, along with MBWA (management by walking around) by a number of Managers. Quality confirms weight accuracy hourly.
19. Polishing - The Encapsulator Technician polishes each finished capsule to remove ingredient dust.
20. Quality Assurance Check - Once analyzed and approved, Quality releases polished capsules for packaging. Only a Manager can move pills from process and polishing to packaging.
21. Packaging Check-In - The Process Supervisor/Manager assigns batch to packaging line.
22. Line Set-Up - Packaging Technicians set up line to specifications for product. They select and apply labels for given product.
23. Quality Assurance Check - Quality checks to ensure line is accurate for the product, with special attention given to the labels.
24. Runs Batch through Line - Packaging Technicians perform various tasks to package capsules in bottles. MBWA inspections are performed frequently during the process.
25. Cartoning - Packaging Technicians pack bottles per specifications for shipping.
26. Quality Assurance Check - Quality inspects cartoning procedures to ensure that shipment amounts meet specifications for a given shipment.
27. Shipping - The Shipping Clerk records and ships product as per purchase order.
28. Quality Assurance Check - Management checks to ensure that the shipment amount, record, and method are accurate.
29. Archiving - The Shipping Clerk archives a bottle of each batch of product.

ANOTHER EXAMPLE OF QUALITY CONTROL EMPHASIS

Here is but a fraction of the information regarding quality control that one of our other manufacturers implements:

Quality Policy: The policy on quality observed is that quality, above all else, shall be maintained at the standards set by procedures and training and shall not deviate from those standards.

Interpretation of Lab Data: Following compounding and prior to packaging, a sample of each product is sent to [the manufacturer] for analysis. Upon completion of testing, a test result form is issued. It is the responsibility of the Quality Assurance Unit to interpret these results and deem the product as Passed or Failed based on predetermined specifications.

Monitoring of Production: Prior to the packaging of any product, it is the responsibility of the Quality Assurance Unit to verify that the packaging staff has obtained the correct product, containers, closures, safety seals, and that the cartons/boxes the final product is to be packaged in are correct. It is also the responsibility of the Quality Assurance Unit to verify that the correct lot number and/or expiration date is printed on the product and box labels, as well as verifying that other label information is correct. The Quality Assurance Unit is also responsible at this point for ensuring that the proper Equipment Logs have been completed correctly.

Releasing of Products for Distribution: Upon completion of the packaging portion of the manufacturing process, the Quality Assurance Unit is notified that the product is ready for release. The Quality Assurance Unit is responsible for verifying that the product count matches the reported count on the batch record and that the number is within the specified range. The Quality Assurance Unit is also responsible for verifying the correct completion of the Ship Out Log and the Equipment Logs. When deemed releasable, a member of Quality Assurance signs the release portion of the Batch Record and notifies the Shipping/Receiving department that the product is ready for distribution.

SUMMARY

As you can see, the process involved in producing a Hammer Nutrition supplement is extremely involved; this is just the tip of the iceberg. We also want to emphatically stress that the facilities that make our products are banned substance-free facilities, so cross-contamination is not even possible. You can use Hammer Nutrition products with complete confidence, knowing that each and every one is produced using only the highest quality ingredients and that every necessary step to ensure the highest quality product is taken. We wouldn't have it any other way.

WHAT HAPPENS WHEN ONE OF THE ITEMS I ORDERED IS OUT OF STOCK?

Our primary goal is to get fuels, supplements, and body care items (a.k.a. "consumables") to you as quickly as possible. We will not hold up orders that contain consumable items because of backordered non-consumable items.

However, achieving our goal for order expedition is complicated by clothing, gear, and accessories (i.e. NON-consumables) which may be backordered for lengthy periods due to long lead times (6-12 weeks).

Partial Shipment of Mixed Orders Guiding Policy

Consumables: If a consumable item will be out-of-stock for 4 working days or less, the order can be held and shipped complete. If a consumable item will be out-of-stock for 4 working days or less, and you elect to have your in-stock items shipped immediately you will pay regular shipping charges on the subsequent backordered item(s) when they are expedited. If the consumable item will be out of stock for more than 4 working days, we insist you be sent an immediate partial shipment of your in-stock item(s); and we will pay the cost of shipping the backordered consumable item, when it becomes available.

Non-Consumables: If a non-consumable item will be out-of-stock for 4 working days or less, the order can be held and shipped complete. If you elect to have in-stock items shipped immediately and back ordered non-consumables sent later, you will pay regular shipping charges on the subsequent backordered item(s) when they are expedited. If the out-of-stock non-consumable item will be out of stock for more than 4 working days, the order must be sent in separate shipments and you will be charged the cost of shipping the subsequent non-consumable item shipment.

International Orders: If the backordered item is expected to be in stock within 1 week, the order can be held and shipped complete. A back

DO YOU ACCEPT DEBIT AND PREPAID DEBIT (GIFT) CARDS?

At this time we accept debit cards that have the VisaMasterCard or AMEX symbol in the lower right-hand corner and do not require a corresponding PIN. If your debit card does not have the required symbol, we will need to use a different credit/debit card to process your order.

We DO NOT accept prepaid debit (gift) cards.

We can be reached toll-free at 1.800.336.1977 between the hours of 9-5 MTMonday - Friday.

WHAT IS YOUR POLICY ON RETURNS AND EXCHANGES?

Hammer Nutrition offers a 100% Satisfaction Guarantee.

If you are not completely satisfied, return the remainder of the product with the receipt within 30 days for an immediate refund or exchange. You do not need a return number or a RMA to send in a return.

Please include a copy of your invoice with instructions noting if you would like a return or an exchange. Please make sure to note any new sizes or flavors to assure that you get the proper item. Send your package to:

Hammer Nutrition
Attn: Tony
4952 Whitefish Stage Rd
Whitefish, MT 59937

WHAT IS THE REFERRAL PROGRAM?

We've retired our old referral program as we develop a new, improved way to recommend Hammer Nutrition to your friends and family.

If you're a current client with unused referral credit, we sent you an email with your balance as a gift card. If you didn't receive the email, or need assistance, please get in touch with us.

Be sure to subscribe to our email list in the footer below to stay up-to-date as we re-launch this win-win program in the near future!

IS THE HAMMER VIP PROGRAM OFFERED TO CLIENTS OUTSIDE OF THE U.S.?

The Hammer VIP Program is only offered to clients residing in the United States. Unfortunately, this program is not offered to international clients due to shipping costs.

To learn more about the Hammer VIP Program or to join, please call us toll-free at 800-336-1977. For further benefits and information about the program, please visit our Hammer VIP page.

DO YOU OFFER MILITARY DISCOUNTS?

Absolutely!

We would like to extend our gratitude to active members of the military by offering discounted Hammer Nutrition Fuels and Supplements.

We offer a 40% Discount for military members currently stationed overseas and a 20% Discount for military members currently stationed in the U.S.

Orders shipping to active military members at an overseas address (APO/FPO/DPO/etc.) will automatically receive the 40% Discount.

For stateside military members, a 20% Discount will apply with verification of an active duty Military Email address. Please send us an email using your military email address to support@hammernutrition.com to get your account set up today.

In keeping with our universal policy, these discounts cannot be combined with any other offers or discounts. Clients receiving a military discount are also not eligible for free shipping.

Please take a moment to review your discount guidelines below:
Military Guidelines

We reserve the right to modify or discontinue this program at any time, for any reason without notice.

Thanks for all you do & Hammer On!

MY PACKAGE HASN'T ARRIVED. WHAT DO I NEED TO DO?

If FedEx tracking shows that your package has been delivered but you can't locate it, please take a moment to check your porch area, planters, doorways, fences, and even with your neighbors. If you are still unable to locate it, please contact us within 3 days of the delivery date so that we can schedule a driver follow up with FedEx. If FedEx is unable to locate the package at that time, we will assist you in replacing the order. However, if you don't contact us within the 3-day time frame, we are not liable for the lost package.

HOW DO I REDEEM MY REFERRAL CREDIT?

We've retired our old referral program as we develop a new, improved way to recommend Hammer Nutrition to your friends and family.

If you're a current client with unused referral credit, we sent you an email with your balance as a gift card. If you didn't receive the email, or need assistance, please get in touch with us.

Be sure to subscribe to our email list in the footer below to stay up-to-date as we re-launch this win-win program in the near future!

HOW DO I EMAIL YOU WITH FEEDBACK AND/OR ANY QUESTIONS I MAY HAVE?

At the bottom of each page on the Hammer Nutrition website you will see a number of categories with several links below them. In the SUPPORT category you'll notice a link entitled "Contact Us". Click on that link to be directed to the page where you can provide feedback or submit questions on a variety of topics.

Please know that we are always appreciative of your feedback, both positive and negative. However, we have a zero-tolerance attitude regarding profanity and inappropriate language/comments, so please do not use either when submitting your feedback or questions. Any and all feedback and/or questions received that contain profanity or inappropriate language/comments will not be answered and will be deleted.

HOW DO I TRACK MY ORDER?

After your order has been processed and shipped, we will send you an email notification with your tracking number and a link to view the package progress. We typically ship with Fed Ex, however sometimes an order is sent via USPS.

If you have not received a shipping email, and it's been 3-5 business days after you placed your order, please give us a call at 800.336.1977, Monday-Friday 9-5 MST or email at support@hammernutrition.com.

DO YOU OFFER FIREFIGHTER DISCOUNTS?

Yes, we offer discounts for city and wildland firefighters to show our appreciation for their hard work and dedication. City firefighters will receive a 20% discount off regular retail price on all our fuels and supplements year round. All wildland firefighters will receive a 40% discount off regular retail price on all of our fuels and supplements from May through October.

Note: Discount may vary on some items.

Please limit ordering to one person per fire station. All orders must be shipped to the fire station or main headquarters address. We reserve the right to modify or discontinue this program at any time, for any reason without notice.

HOW DO I CHANGE MY HAMMER VIP PROGRAM SHIPMENT?

If you would like to add items to your Hammer VIP shipment or change the delivery date, please call us at 800-336-1977, Monday-Friday 9-5 MST, or email vipsupport@hammernutrition.com. To ensure that your changes are received and made prior to shipment, please contact Hammer Nutrition at least one business day prior to your scheduled shipment date.

WHEN DO YOU REQUIRE A SIGNATURE FOR A PACKAGE DELIVERY?

We do not require a signature for the delivery of most packages. For high dollar value ($300+) orders such as EMS units, however, we do sometimes require a signature upon delivery. If we ship your order "signature required," we will notify you of that before we ship.

CAN I EARN REFERRAL CREDITS EVEN THOUGH I DON'T KNOW THE REFEREE?

We've retired our old referral program as we develop a new, improved way to recommend Hammer Nutrition to your friends and family.

If you're a current client with unused referral credit, we sent you an email with your balance as a gift card. If you didn't receive the email, or need assistance, please get in touch with us.

Be sure to subscribe to our email list in the footer below to stay up-to-date as we re-launch this win-win program in the near future!

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