SHS North America -- How To Order

Retail Customers:
Customers may order directly from Nutricia by calling our toll-free number 877-636-2283. In order to set up an account, please have your doctor's name, phone number, and address available for the customer service representative. Customers wishing to order metabolic formulas, KetoCal, must have a consent form on file, authorized by a medical doctor or dietitian.

For a copy of the metabolic formulas consent form, click here.
For a copy of the KetoCal consent form, click here.

All Nutricia products are available through your pharmacy. Please ask your pharmacist to special order them for you from a wholesaler or directly from Nutricia. If your pharmacist is not familiar with our company, please provide our toll-free number 877-636-2283 for ordering information.

Pharmacists/Hospitals/Wholesalers:
Please call or fax in your order between 8:30 am and 5:00 pm EST. Our toll-free telephone number is 877-636-2283, our fax number is 514-745-6625. If you prefer to mail in your order, please send it to the following address:

SHIPPING

All products from Nutricia are shipped with a signature required for delivery.
Inspect this shipment immediately upon receipt. Insist that visible damages be indicated on your copy of the freight bill of lading; in case of damage, notify Nutricia Customer Service at 877-636-2283.
Any shortages, errors, or damages must be reported to Nutricia Customer Service within 30 days of delivery.

PRODUCT RETURNS

Please contact Customer Service toll-free at 877-636-2283 for a return merchandise authorization (RMA) Number. Do not return product without prior Nutricia authorization.
Nutricia will only accept product returns that meet the following conditions:
- Product must be returned to Nutricia three (3) months prior to expiration date.
- All cases are intact, unopened and packaging is in good condition.
- Product must be repackaged in an outer box with packing material.
- No additional markings or labels have been added to the case or product.
- Lot number of returned product is the same as lot number originally shipped.
- Authorization for return has been granted by Nutricia and the RMA number is visible on the outside of all returned packages.
The customer shall pay all shipping charges for returned product to Nutricia, unless the nature of the return is due to Nutricia error.
Credit will be issued on returned product after receipt and inspection by Nutricia personnel.
A 20% restock fee will be charged for product returns. Customer will be notified of any restock charges when return is authorized.

Note: In the unlikely event that a product appears unfit, please follow the directions in paragraph number 1 above, and return the product in its present condition at our cost.