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FAQs


Customer Support

My discount code isn't working, please help?

All discounts codes are only able to be used once, unless specified otherwise. If you leave us a review we offer another little gift! If you have left a review, please know that this gift is also only one-off use and will not be applied to multiple reviews.

I haven't received my 10% off discount code email, please help?

It may take 10-15minutes for the email to arrive in your inbox. 

Please check your ‘spam/junk’ and ‘promotions’ folders too. 

If you still have not received it, email info@mitchellsnutrition.com 

I can't access/login to my subscription account, please help?

Upon placing your subscription order purchase, you should have received an order confirmation through which you are required to complete your account set up. If you did not do so, click HERE. Note: you must use the SAME EMAIL ADDRESS as used to place your order. 

Our subscription system’s main way of identifying you is your email address as used when placing your initial subscription order. Please make sure you are using the SAME EMAIL ADDRESS as used to sign up.

Can’t find where to login? Click HERE 

Can’t remember your password? Reset it HERE  

I want to use my points but its not working, please help?

Due to an excessive amount of issues with our awards program as of 31st October 2022, we withdrew this system. If this has affected you, please email emma@mitchellsnutrition.com

Products

I am dairy and gluten free, can I have these products?

Yes absolutely. All of our products are dairy and gluten free.

Are your products tested for heavy metals?

Yes. We test and display the results on each product page to show that the levels are extremely low and completely within a safe range for human consumption.

Why are there even traces of heavy metals? Everything grown in the ground/eats grass contains heavy metals.

Bone Broth Products

How well does Bone Broth Protein Powder mix?

Very well! This was one of our main priorities when designing the product. Feedback says it is smooth and unlike lots of protein powders that feel gritty that is a big thumbs up from us!

How is it made?

Bone Broth Powder: We use quality New Zealand grass fed beef bones and New Zealand grown vegetables to make our bone broth powder. We slow cook it the traditional way, using a family recipe that has been passed down through generations. Finally, we gently dry the broth to remove the water and preserve the nutritional profile.

Protein Powder: We use the traditional cooking technique to extract the goodness from 100% grass fed New Zealand beef bones, then gently dry the broth to remove the water and preserve its nutritional profile. Finally we stir in either some natural vanilla, natural caramel flavouring and sea salt, or cocoa, plus monk fruit for sweetness. Nothing else.

Does Bone Broth Protein Powder taste or smell like meat?

Bone broth extraction is what creates the natural amino acid profile but NOPE, it doesn’t taste or smell like meat! It was our priority when designing the Protein Powders to ensure that the only taste you get is the flavour intended. If it wasn’t for the benefits you’ll feel, you’d never know the difference as there’s no broth taste, smell or feel. Simply put, it's delicious!

Why is the Bone Broth powder a powder?

For your convenience! It is time consuming to make bone broth from scratch and it goes off fast. We gently dry the bone broth to remove the water and preserve the nutritional profile creating a shelf stable powder which is convenient for the modern lifestyle.

Does the Bone Broth contain collagen?

Absolutely, it contains over 70% collagen. It’s natural too, meaning that it’s derived from the cooking process and not added in from a cheaper source.

Safe for pregnancy, trying to conceive, breastfeeding, for babies or toddlers?

Yup, our range is all natural. So it’s not only safe, but it’s highly recommended. In saying this, we always suggest consulting with your healthcare professional first.

It’s a great way to get protein, amino acids into your body while pregnant, and then to get into your babies and toddlers.

Mix some Bone Broth Powder in with your baby’s next soft meal as it’s great for adding protein when you first start them on solids.

The rosemary in the extract is less than 1% rosemary which is fine for pregnant women.

What does the Bone Broth Powder taste like? Does it smell like meat?

It has a very mild flavour that can be enhanced by seasoning with salt, pepper or ginger. The powder doesn’t smell like meat at all. Once added with water, there is still a very mild smell and taste.

If you’ve worked heavily with meat before as a butcher or in an abattoir, we’ve had feedback that it can trigger a more potent meat memory smell.

How natural is it actually?

All our ingredients are natural. That goes for Monk fruit, vanilla extract, rosemary and all the Bone Broth ingredients. There are no artificial flavours, or preservatives in our products.

Our entire range is made from non GMO ingredients.

The bones we source are free from antibiotics and hormones. They are in the very safe range for heavy metals - basically everything grown in soil contains metals.

What’s in the Bone Broth Extract? Is it suitable for a low FODMAP or paleo diet?

Extract of grass fed beef bones, onions, carrots, celery, parsley, organic apple cider vinegar, black peppercorns, bay leaf, and rosemary. All the nutrients out of these ingredients are suspended in the liquid after the cooking process. The bones and other materials are removed before being put through a gentle drying process.

It’s dairy free, gluten free, legume free, low sugar, and high in protein and collagen.

The onion flesh is removed before drying, so suitable for low Fodmap, and is only a trace amount in the powder. The other ingredients are also at a trace amount by the time the powder is formed.

We always suggest consulting with your healthcare professional first if you are unsure.

Collagen Peptides

What is the difference between Marine and Bovine Collagen?

The main difference is the source of the collagen

Marine = fish (Type 1 Collagen)

Bovine = cow (Type 1 & 3 Collagen)

Type 1 which has hair, skin and nail health benefits.

Type 3 has all the benefits of Marine as well as joint support.

Read more here.

Shipping & Handling

Can I change or cancel my order?

Our dispatch crew start processing your order as soon as it is received to ensure it is with you as soon as possible. This means once you have placed your order, it is unlikely we are unable to make changes. However please reach out and we can do our best.

If there is a problem with your order, please email emma@mitchellsnutrition.com

Can I change my delivery address?

Once your order has been placed, it is quickly processed with your contact details and delivery address provided. If you would like to arrange a redirection you can get in contact with NZ Post or DHL.

How long will it take for my order to arrive?

All orders placed before 12.00pm (NZST) Monday - Friday are eligible for same day dispatch.

You will receive confirmation of dispatch with your tracking details so you can keep an eye on your products journey. If you don’t receive an email, be sure to check your spam folder.

We aim to deliver within 2-3 working days from the time we receive your order.

Does Mitchells Nutrition ship internationally?

Yes! We ship to Australia, USA, Canada, UK, China, and Japan. You can see these shipping options at check out.

Australia Orders placed before 12.00pm NZST are sent via DHL air-freight for next-day delivery to Australia at a flat rate of $25.00NZD per order. We are able to deliver to post office boxes and most addresses.

USA $46NZD (0.1 - 0.5kg) $62NZD (0.5 - 2.0kg)
Canada $46NZD (0.1 - 0.5kg) $62NZD 0.5 - 2.0kg)
China $37NZD (0.1 - 0.5kg) $46NZD (0.5 - 2.0kg)
Japan $41NZD (0.1 - 0.5kg) $50NZD (0.5 - 2.0kg)

Is my order eligible for free shipping?

For NZ orders $120 and over, shipping is free!

Shipping for NZ orders less than $120 are $5.00 standard, $9.00 rural, and $9.00 Waiheke. Options will be shown at check out.

Refunds & Returns

Can I get a refund on my Mitchells Nutrition order?

If you have placed an order via mitchellsnutrition.com and receive an incorrect or damaged item, Mitchells Nutrition will issue a replacement, refund, or exchange within 30days from date of purchase.

If you purchased your Mitchells Nutrition products from a store, you will need to contact the store directly and abide by their return, exchange and refund policy.

I was sent the wrong item / my order is damaged, what should I do?

We are sorry for the inconvenience! Please email emma@mitchellsnutrition.com with your order number and a photo of what you have received and we will get it resolved for your as quickly as possible.

Still got a question? Please get in touch.

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