Frequently Asked Questions

 

Ordering Information

I'm a new customer. How do I create an account?
Click Log In/Create Account at the top of the Homepage, then choose "Create Account." Once you are registered, you may place an order.

Can I pick up my order?
Orders may not be picked up, as we are not open to the public. Additional shipping information is available here.

I placed my order for Next-Day Delivery. Why didn't it ship?
FedEx Next Day Air orders placed AFTER 10 AM PT will not be shipped out until the next business day.

Is there location in my area from which I can pick up product?
We do not have retail outlets. Orders may be placed online at www.BariatricAdvantage.com or over the phone at 800.898.6888. Many healthcare practitioners stock Bariatric Advantage products out of their office as well.

I am a Southern California Kaiser patient, and I want to order the Multi Chewy Bites. Can I?
Yes! Kaiser recommends specific multivitamins for their patients. Please check with your Kaiser healthcare practitioner for more information. There is a postcard of their recommendations on the Kaiser eStore.

Where do I put in my validation code on your website?
At the top of the homepage, you will see a drop-down that says Validation Code; type your Validation code in the box and hit Enter. This will direct you to your Doctor/Hospital homepage.

Do you email tracking numbers, once my order has shipped?
The system does not automatically send tracking info; however, tracking details can be found in your account profile under Orders.

Why was I not notified of any backordered item(s)?
We do our very best to alert ARO customers when an item becomes unavailable. Unfortunately, a backorder situation can happen very quickly. As an alternative to accepting new orders for out-of-stock items, we have recently added the ability to request notification when an out-of-stock item becomes available.

Do you accept checks?
No, we do not process payments by check through the website, although we will do our best to accommodate requests to pay by check. Please contact Patient Support at 800.898.6888 to place an order if you intend to pay via check. Orders will ship after the check clears.

When will I get my order?
It takes 24-48 business hours to process and ship your order. Expedited orders ship by the following business day. We do not ship Saturday, Sunday, or holidays. Additional details can be found in our Policies section.


Product Information

I am a postop bariatric patient. What vitamins do I need to take?
It is best to consult with your bariatric surgeon or nutritionist for his/her recommendation. The American Society for Metabolic and Bariatric Surgeons (ASMBS) website has some nutritional guidance here.

I am a postop bariatric patient. Do I need to take a chewable vitamin, or can I take a capsule?
It is best to consult with your bariatric surgeon or nutritionist for his/her recommendation. However, depending on your comfort level and personal preference, you may choose to take a capsule or a chewable immediately after your procedure.

I am a postop bariatric patient. How long do I need to take vitamins?
The ASMBS and bariatric healthcare experts advise taking vitamins lifelong after your procedure and following up with a health care provider every year to check your nutrition levels.

Why are these vitamins better than a retail vitamin from the drugstore?
Bariatric-specific vitamins are created to meet the unique nutritional needs of bariatric patients. Anatomical changes coupled with a lower postop caloric intake result in deficiency risk for multiple micronutrients and protein. Baratric Advantage supplements are developed for bariatric patients, based on current ASMBS micronutrient guidelines.

What's the difference between the Chewable Calcium Citrate and Chewy Bites?
Our most popular form of Calcium Citrate is our chewy bites, available in 250 mg & 500 mg. They are soft in texture, similar to the consistency of a chewy fruit candy. Chewable Calcium Citrate is semi-hard and round, very similar to a Tums®. It is only available in 500 mg.

What are some of the differences among Nectar, HPMR, High Protein Supplement Mix, and High Protein Vegetable Soup?
HPMR is a high-protein powder mix that includes vitamins and minerals to replace a meal; Nectar, High Protein Supplement Mix, and Vegetable Soup are powdered proteins with about 20 grams of protein content and are not meal replacements.

Are your products gluten-free?
Most of our chewy bite products are gluten-free, including the Calcium Citrate Chewy Bites, Multi Chewy Bites, and the Omega-3 Chewy Bite. Gluten-free status will be noted on the label when applicable. We do our best to update the website product descriptions as well.

Are your products lactose-free?
We don't test for lactose in our products; however, many products contain no ingredients derived from milk-based ingredients. Those that contain whey are low in lactose but cannot be claimed as lactose-free.

Are your products kosher?
Many of our products are kosher. Check the label for the Kosher cerification symbol: circle U

Why is zinc-to-copper ratio important?
When someone takes high levels of zinc for a long period of time, it can cause a copper deficiency.

Do you have any multivitamins without vitamin K? My doctor says I need to avoid it.
Our chewable essentials multivitamin and multi RP chewable do not contain vitamin K for those who need to avoid it.

Why don't the Multi Chewy Bites contain iron or copper?
Multi Chewy Bites were developed as an alternative option for those who prefer delicious tasty chews. Minerals such as iron and copper tend to make chewable vitamins less palatable. We opted to create a multi chew that tasted great and is a complete multi option when taken with our Iron capsule (which also contains copper).

If I receive short-dated product, can I have my products replaced with a longer expiration date?
Bariatric Advantage supplements vary in length of shelf life. Product shelf life should be more than adequate to accommodate daily use within a couple of months.

My product arrived damaged; how do I exchange it?
Begin the exchange/return process by clicking "Return or Exchange Items" in your order history of your BariatricAdvantage.com account. You can also call Customer Care at 800.898.6888 to start the process. All returns require a Return Authorization number.

I am a healthcare practitioner; is it possible to get samples for our patients to try?
Yes! Please contact us at 888.898.6888 or request them through your Territory Manager.

How long will it take to receive product?
In the continental US, Bariatric Advantage products generally arrive within 3-5 business days of an order. Expedited shipping is available at checkout.

Why does the chicken soup clump when I make it?
HPMR Chicken Soup should be mixed with warm, not hot, water. Like all of our HPMR flavors, Chicken Soup is made with high-quality whey protein isolate, which forms clumps in very hot water. We recommend starting with warm water, then adding the powder to the water, and stirring until smooth. A small whisk can also be helpful.

Is there a hard-copy catalog that can be sent?
We can provide hard-copy product brochures to our practitioner accounts. Please request one through your Territory Manager.


Advantage Rewards Program

How does the Advantage Rewards Program work?
For every dollar that you spend, you earn 1 point. Products shipped through the Automatic Re-Order program earn double rewards points. Points may be applied toward future purchases made either online or via Patient Support. Check your Rewards points balance from the "My Account" section. The Advantage Rewards Program is available to patients only; it is not available to wholesale accounts.

How do I use my rewards points?
The Rewards points can be used on BariatricAdvantage.com, when placing an order.* We can also apply your Rewards points to orders via a phone order. You must be logged in as a patient to accrue or use Rewards points on the website.
*Certain accounts are unable to redeem points through the website. If you have trouble with this feature, please contact Customer Care and they can take your order and apply points to it.

Do rewards points expire?
Rewards points expire one year from the date of accrual. Point expiration may not be extended.

I was told that if I referred a friend to buy your products, I would receive rewards points. Where do I go to refer a friend?
Please call Customer Service at 800.898.6888 for assistance.


Automatic Re-Orders Program

How does the Auto Re-Order Program (ARO) work?
This program allows you to get recurring shipments each month (or the time interval you choose) sent automatically so you are never without your supplements. Just add the products to your ARO at checkout, specify the shipment interval, and place your order. Customer Care can also set one up for you.

What if I want to skip a shipment?
You may edit your ARO by logging in to your account at BariatricAdvantage.com and navigating to the "Auto Re-Order" section in your account. You may also call Customer Care at 800.898.6888 at least two days prior to your scheduled shipment.

Why is my ARO on hold? I didn't request this.
Possible reasons: Outdated billing information, item out of stock, or haven't agreed to Terms & Conditions. You can reach out to Customer Care at 800.898.6888.

Why can't I add or delete items in my auto ship program?
Call Customer Service for assistance at 800.898.6888.

Why am I not receiving notification emails? (Customers/patients on ARO)
Outdated email addresss or email was sent to junk/spam. Call Customer Service for assistance at 800.898.6888.

I used to receive my ARO at the beginning of the month, but the shipping timing has changed; why?
If an ARO item was previously backordered, the new ship date will reset the timing of subsequent shipments. You can edit your ARO shipping timing in your account under "Auto Re-Order."

ARO changes don’t go through on the website so patients have to call in to CS to have them fixed.
Call Customer Service for assistance at 800.898.6888.


Customer Service/Technical Support

How long does it take to receive an answer once it is submitted on your website?
We strive to return emails the same business day, but sometimes it may take up to 24 hours for a response.

I have attempted to reset my password; why haven’t I received a link?
Email may have gone to Spam/Junk folder. Call Customer Service for assistance at 800.898.6888.

Why is my validation code not working?
Please ensure you have entered it in the validation code field and NOT the coupon field. Please call us at 800.898.6888 if you need assistance.


Healthy Transformation

What is the nutrition info for a Balanced Bar?
Each bar contains 260 calories from 26 grams of carbohydrate, 8 grams of fiber, 19 grams of protein, and 10 grams of fat per serving.

Any there any artificial sweeteners in the Balanced Bar?
No; the sweeteners in this bar are Stevia and a small amount of sugar.

What are macronutrient ratios for your Ketogenic Diet? Modified Mediterranean?

  • Ketogenic is 60-70% fat, 20-30% protein, and ∠ 10% carbohydrate.
  • Modified Mediterranean is 40% carbohydrate, 30% protein, and 30% fat.

What are the guidelines for how many meal replacements to take each day?

Below are meal replacement guidelines but please refer to the specific program details and to your healthcare practitioner.

  • For VLCD: 4 meal replacements (MR) + 2 cups nonstarchy vegetables + 1 teaspoon oil daily
  • For Ketogenic LCD: 2 MR + food from the allowable foods list at the caloric level prescribed for you
  • For Modified Mediterranean LCD: 2 MR + food from the allowable foods list at the caloric level prescribed for you
  • For maintenance: 1-2 MR daily within your caloric guidelines for weight maintenance

Does the Healthy Transformation MCT powder contain any essential fatty acids?
No, Healthy Transformation MCT contains no EPA, DHA, or alpha-linolenic acids.

Why are beans and root vegetables not allowed on a ketogenic diet?
These foods are high in carbohydrate and can prevent ketosis.

 

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Use our easy-click product finder to identify nutritional products that address the vitamin, mineral, and protein deficiencies associated with specific procedures, by capsule or chewable form, or by specific category such as multis, calcium, meal replacements/protein.

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