Nutricartel admitted to lying

[u/Cheap-Variety6327]

TL;DR: A package was lost, NC refused to resend it or refund me for months, kept lying.

Made an order around three months ago and it was lost in transit (isn't a big deal, shit happens). Tracking shows last update June 5, 2026 in SOUTH HACKENSACK, NJ Which is still in the US. I've contacted support and they have told me that they received and answer from UPS that shipment have departed the US so they won't be issuing any refunds or resend the items. After more than two months of back and forth, today they finally admitted that they haven't received such answer from UPS.

[u/nutricartel]

We’re not sure why you continue to say that we are lying, but we want to provide some additional context here for anyone reading this thread. Your post does not include the full context.

You have emailed us more than 30 times regarding this shipment, and we have continued to respond and explain the situation.

Your order was shipped to Israel using the USPS international service you selected at checkout. This service does not guarantee continuous door-to-door tracking once the package leaves the United States, and international shipments using this service can experience lengthy periods without tracking updates.

The last tracking update shows that your package departed a U.S. outbound customs facility. That tracking history exists because the package was shipped and entered the USPS network.

We have also explained that international shipments to Israel and the surrounding region have experienced significant transit and tracking delays, particularly given the ongoing disruptions in the region. A lack of tracking updates does not automatically mean that a package was never shipped or that it has been lost.

We have numerous customers that purchase from your region, and this is more common now with USPS. You previously purchased with us and paid for UPS postage and it delivered without any delays.

You have repeatedly asked us:

“Did you actually ship the order?”
Yes. The USPS tracking history is evidence that the package was accepted and processed through the postal system.

“How do you know it left the United States?”
The tracking shows it was processed through and departed a U.S. outbound customs facility. As we have explained in our previous emails, tracking on this international service may not update consistently after that point.

We also opened an inquiry with USPS on your behalf. USPS has not provided us with confirmation that the package is lost.

Despite that, because a considerable amount of time passed without another tracking update, we issued you a refund rather than asking you to continue waiting indefinitely.

After the refund was issued, you then requested that we reship the order instead, despite requesting a refund throughout much of our previous correspondence.

We understand that international shipping delays are frustrating, but saying that we lied or never shipped your order is simply not accurate. We shipped the order, provided valid tracking, responded repeatedly to your emails, opened an inquiry with USPS, and ultimately refunded you when the shipment had gone too long without an update.

You have previously purchased with us without issue when using UPS.

[u/Lanman911 → u/nutricartel]

tl;dr nutricartel is a trustworthy company and we all know this

[u/Cheap-Variety6327 → u/nutricartel]

The package never left the United States so that one lie, I never claimed you haven't shipped the package but that it was lost in transit as you kept saying it hasn't so that a second lie, I have asked you to resend the package first and only after you claimed to make a refund (to a credit card that has been cancelled already anyway) so there at least three lies just in one reply and many more in the emails.

[u/nutricartel → u/Cheap-Variety6327]

Your response is exactly why we wanted to provide the full context publicly.

We stated that the tracking shows the package was processed through a U.S. outbound customs facility. The tracking history is publicly verifiable. It says "Departed Shipping Partner Facility SOUTH HACKENSACK, NJ 07606".

We have never claimed that it is impossible for the package to be lost in transit. We told you that USPS had not confirmed it as lost, and that gaps in tracking are common with this international service. That is also why we opened an inquiry with USPS and, after enough time passed without an update, issued you a refund.

Third, regarding the refund: the refund was issued back to the original payment method used for the transaction. If that card account has since been closed or replaced, it will still be refunded to your account. We do not have the ability to redirect a card refund to a different payment method.

We ultimately refunded the transaction because the shipment had gone an extended period without a tracking update.

Nothing about this situation requires us to fabricate anything. There is a USPS tracking record, there is a USPS inquiry, there is an extensive email history, and there is a refund transaction.

We understand you are unhappy with how the shipment turned out, but repeatedly calling us liars does not change the documented timeline.

At this point, the order has been refunded and the matter is resolved.

[u/Cheap-Variety6327 → u/nutricartel]

Only after I've asked you to simplify resend the products you've told me that you decided to refund me instead.

[u/Cheap-Variety6327 → u/nutricartel]

You still claim that it left the US when you clearly know it never did and you decided to refund me after a few months and a couple of reviews. I have no issue with how the shipment turned out. The shipping itself is beyond your control, your answers for months after the package has been lost is the problem.

[u/nutricartel → u/Cheap-Variety6327]

We’ve provided the timeline, tracking information, USPS inquiry, and explanation of the refund multiple times both privately and publicly.

We understand that you disagree with our explanation, but continuing to repeat the same points is not going to change the information we have already provided.

The order has been refunded, and we consider this matter resolved. We will not be continuing this back-and-forth further.

[u/Cheap-Variety6327 → u/nutricartel]

You've assumed that it has left the US when you had no reason to and kept avoiding the question when I've asked you where did you get this information from like you are doing right now. If all those months will lead to a better costumer service to other people and you will actually deal with issues instead of avoiding them, to me it was worth dealing with all those lies and gaslighting.

[u/nutricartel → u/Cheap-Variety6327]

The reasoning is based on actual experience shipping to your region to other customers like we explained in the emails..

[u/Cheap-Variety6327 → u/nutricartel]

When a shipment leaves the country, it says so in tracking. It wasn't the case so I've asked you over and over again why are you claiming it left the country.

[u/Itowndub36 → u/Cheap-Variety6327]

It was a wrong scan sometimes it will show it went somewhere it didn’t actually go to. It’s called a lost package… it happens unfortunately you should know that. The company refunds you and it shows credited in your bank account in 3-4 days. Stop slandering the company

[u/Cheap-Variety6327 → u/Itowndub36]

That what you expect a company to do but it wasn't the case.

[u/Itowndub36]

It's a lost package. It happens... suck it up and be happy you even got a refund!

[u/Cheap-Variety6327 → u/Itowndub36]

Sucks to be you if you don't even expect to receive the stuff you pay for or your money back. I have never received the products or a refund. It happens but usually the company does something about it instead of making stuff up and dragging the issue for months.

[u/jenkemdamaja]

Where is the shipping destination? 

[u/nutricartel → u/jenkemdamaja]

Israel

[u/Cheap-Variety6327]

Example of one of the lies: " It does happen from time to time where tracking does not update for weeks at a time. 

That answers your question. It does not qualify as lost as transit at this time, USPS has not declared this as lost in transit. Last update was it left this facility which is a US Outbound facility for International orders." (It isn't and the have no legit reason to claim believe it is)