FAQ

Sales

Cancellation Policy

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Within 2 hours of submitting your order, our warehouse is picking and packing your items during regular business hours. After we have started picking the order, we are unable to make any edits or cancel your order.

If we have not started the picking process, contact our Customer Service department so we can cancel the order and refund your payment. If your order has already shipped and we are unable to cancel it, after it arrives, you can return at your cost the unopened product for a full refund less a 15% re-stocking fee. Unfortunately, we cannot refund the shipping fee.

Where can I find a retailer?

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Please check https://www.pvl.com/ or https://www.pvl.com/apps/store-locator.

How can I track my order?

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Once your package ships we will send you an email with a link to track your order. If you do not receive your tracking info within 3 BUSINESS days of placing your order, please email support@pvl.com.

My order online won't process. I'm receiving an error message.

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There may be a few reasons why your order doesn’t go through:

1. Sometimes customers are on the wrong store for their location. i.e. American customers on the Canadian site. Please check the top right corner of the site to select your country.
2. The billing address does not match the credit card's billing address. Please check to ensure that they match.
3. The credit card may have been maxed out.
4. The credit card has been flagged for security reasons. Please check with your bank to lift the security warning.
5. Some customers credit cards are not accepted by our credit card payment processor. In this case, please check-out with your Paypal account. If you don’t already have a Paypal account, you can check out as a guest.

I bought my product at a retailer. Can I return it directly to PVL and get a refund?

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Returns are only accepted if the products were purchased through our website. We are unable to process returns/refunds/exchanges for third-party retailer purchases. Please contact the store where you bought the product and check their return policy.

Can I buy online and pick up in store?

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Unfortunately this is not possible through our website. 

What do I do if my tracking says my order has been delivered and I have not received my package?

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Any issues with delivery will be resolved by the assigned courier service.  In some cases a package may be delivered to a neighbour or nearby address. If issues are not resolved please contact support@pvl.com stating your order number.

Shipping Policy

Shipping Policy

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Typical delivery time is 8 - 10 business days Monday to Friday. PLEASE NOTE that signatures are not required for deliveries; therefore, if there is no one to accept the delivery at the shipping address you provided, it will be left at the door. We are not responsible for missing, lost, or stolen packages. Please track your package, note the delivery date, and be present at your shipping address to accept your package. Extra freight charges will be incurred if your order is undeliverable and returned to our warehouse.

You are responsible for providing us the proper shipping address. Shipment re-routing is prohibited, and such shipments will be returned to our warehouse. You will be credited the amount for the goods, minus the actual freight charge incurred.

Shipping fees:

FedEx CAD 9.99 flat rate
Free shipping for orders over CAD 99.99 before tax
PVL Canada ships to Canada only. We do NOT ship to PO Boxes or APO/FPO addresses.

What do I do if I receive a message that you do not ship to my address even though I live in Canada?

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If you live in Canada within the areas that are covered on our shipping policy,  your order might not be processing due to an inventory shortage on the warehouse that serves your region. Please send a message to our Consumer Support using this toll and our team will help you out.

Do you ship to P.O. Boxes and Rural Zip Codes?

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PVL Canada ships to Canada only. We do NOT ship to PO Boxes as most of our parcels do not fit in it.
or APO/FPO addresses. If you have placed an order to ship to a PO BOX, your order will be cancelled and the payment will be refunded within 5 business days - it may take a little longer to see it on your statement depending on your bank. Please place another order using a different shipping address.

Do you ship internationally?

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Sorry, we do not ship internationally.

Returns & Exchange

Returns & Exchange Policy

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Returns are only accepted if purchased through pvl.com. We are unable to process returns/refunds/exchanges for Third Party Retailer purchases.

For return/refund, the method used to purchase PVL products must be returned to the original method of payment. Gift cards and PVL POINTS used in purchases cannot be returned as cash; they will be re-issued.

You can return your unopened merchandise to our warehouse up to 15 days from the purchase date by contacting us at support@pvl.com.

Shipping charges are not refundable. The cost of shipping returned products to the PVLshop and re-ordering a replacement item is the responsibility of the customer.

Please note that all free items are final sale. There will be no refunds or exchanges given for free items.

To return apparel/gear, it must be in original condition, unworn/unused with original tags and labels.

If the item(s) you ordered are defective or shipped incorrectly, please contact us within 48 hours at support@pvl.com with your order number, name, address, and telephone number – we will require a photo and any details in order to review your claim.

PVL TRADE SHOW RETURN POLICY
Please note that all apparel item(s) purchased from the PVL booth at any trade show event that we attend is final sale. There will be no returns or exchanges on these item(s).

PVL Sale Items Return Policy
Please note any sale items purchased are final sale. There will be no returns or exchanges on these items.

PVL WEAR & TEAR POLICY
A fact of life is that all clothing and gear will eventually wear out over time despite our best efforts to clean and maintain them. Occasional problems can arise during the laundering and drying process due to "wear and tear".

We consider the following conditions to be "wear and tear".

- Slight shrinkage from repeated laundering
- Slight fading from repeated laundering
- Thinning of fabric from repeated laundering
- Small rips or tears from everyday use and repeated laundering
- Discoloration due to deodorant, perfumes or colognes
- With the above circumstances, we will not allow returns or exchanges for items that have wear and tear. You have 15 day(s) from the date of purchase to return or exchange any item(s) purchased online at the PVL.

How to return your item(s)

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1. Pack the item(s) safely and securely in the original product packaging (if possible). Please include all paperwork, tags, parts, and accessories. All items must be returned in good condition to ensure credit.

2. Before sending your return shipment, please remove any and all labels from the outside of the shipping box/package.

3. Send the return package to the following address:

PVL Returns
1589 Kebet Way
Port Coquitlam, BC V3C 6L5

4. All return shipping charges must be prepaid. We do not accept C.O.D. deliveries.

5. It is recommended that you use FedEx or UPS for your return.

6. Keep the Return Tracking Number for your return package to monitor delivery status.

7. You can expect a refund in the same form of payment originally used for the purchase, within 30 days of our receiving the returned order. Please Note: We will process your credit immediately upon receipt of the returned product. However, refunds may take up to one billing cycle to appear on your credit card statement.

8. Credit for gift returns will be issued to the original purchaser.

9. Shipping charges and sales tax on shipping are not refundable.

10. You will be refunded the return shipping cost if the return is a result of a manufacturing defect or shipping error.

What if my clothing item does not fit?

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If your clothing item(s) does not fit correctly (hats and sale items are final sale), we will gladly accept the return for a different size (if still available on our website). The item must be returned at your expense within 7 to 10 business days in original condition, unworn/unused with original tags, and labels. To return the clothing, please contact us immediately at support@pvl.com. We'll need your name, order number, telephone number, and the reason for return. Please note that all free promotional items are final sale. There will be no refunds or exchanges given for free items. Please take extra time to confirm your selection before proceeding to final checkout.

When will I receive my refund?

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If you are receiving a refund from us for any reason, it will be processed once the merchandise has been received at our warehouse in original condition, unworn/unused with original tags and labels, and in re-sellable condition within 30 business days. The credit may take up to five business days before the refund is reflected upon your account statement. The amount will be refunded back to the account used in the original purchase.

How can I make an online return?

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Please contact our Customer Support team at support@pvl.com. We'll need your name, order number, telephone number, and the reason for return.

Can I make a return in person for an online purchase?

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No, sorry.

I paid using PayPal - how can I get a refund in-store?

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No, sorry.

How can I exchange an item?

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Please contact our Customer Support team at support@pvl.com. We'll need your name, order number, telephone number, and the reason for exchange.

How long does it take to get the refund?

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You can expect a refund within 30 days of our receiving the returned order. Please Note: We will process your credit immediately upon receipt of the returned product. However, refunds may take up to one billing cycle to appear on your credit card statement.

Finance

What are my payment options?

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Visa, Mastercard, Amex, Shop Pay, Apple Pay, Google Pay and PayPal.

When will I be charged for my order?

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Your order will be charged to your card as soon as you place it.

What currency is the site in?

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CAD for Canadian Website.

What if I'm ordering with a canadian credit card on the US/International website?

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Canadian credits cards are not accepted on the US website. US credit cards are not accepted on the Canadian website.

Sponsorship

I was curious if you guys were looking for any more Ambassadors/sponsorship?

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Please send a detailed email to support@PVL.com including pictures and social media handles.

Products

Can I have some free samples?

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We typically don't send out free samples simply due to the large volume of daily requests we receive, but there are a few other ways in which you can try out our products:

-You could go to your local retailers to see if they have any samples or any PVL demos coming up — if not, you could request one!
-You could check out our website to see when PVL are coming to an expo/trade show near you!

My product is past its best before date. Can I still use it?

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It is not advisable to consume food products that are past their best before date.

Are your products drug free?

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Our products are informed choice certified. More information about the informed choice can be found here:

https://www.pvl.com/pages/informed-choice

There is an issue with my product/apparel?

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Please notify us immediately at support@pvl.com

Do any of your products contain pork?

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No, we don't carry or use any pork-based products in our facility.

What are the sources of your enzymes?

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All our enzymes do not contain animal derived-ingredients and are from plant-based sources.

Are your products halal certified?

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Many of the ingredients we use are Halal, but we have not undertaken to have our facility be certified Halal.

Do any of your products contain nuts?

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CA: No and we do not have any nuts in our facility.

USA: The US FDA considers coconut to be a "tree nut". But the only coconut ingredient in our facility is MCT oil from coconuts. Being that MCT oil typically has zero protein (protein is the allergenic portion), the FDA's further position is then that the oil would not generally be considered as being a source of tree nut allergen - so in essence, the MCT oil in any of our products, would not generally be considered an allergen. If you have any concerns, always consult with your doctor before using any supplement.

Are the products lactose-free?

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Most of our products does not contain lactose in it. However, our facility does carefully handle milk.

Are the product soy-free?

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Our products are carefully labeled with each ingredient that is part of the formula. If the label does not list soy as an ingredient, then there is no soy in the formula.

Do your products contain casein?

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PVL products do not contain casein.

What is the difference between your protein powders and your mass gainer?

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A really popular question! In short, our two protein powders, PVL SPORT WHEY and PVL ISO SPORT WHEY, are high protein, lower carbohydrate powders, perfect for those looking for the best recovery from their training. Our PVL SPORT GAINER, is basically a protein blend with the addition of a clean carbohydrate blend and healthy fats in the form of MCT oils and flax – this product provides a good deal more calories that our protein powders, which would make it the perfect choice for "hard-gainers" or those who need to take on more calories than they are currently consuming. For more help and advice, please email support@PVL.com with your specific query.

Are the products organic?

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Currently our products are not organic certified but are looking to obtain the certification soon.

Does your facility handle fish?

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The only fish product we handle is a marine derived collagen powder.

What is the source of the fermented glutamine?

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Our L- Glutamine is fermented on various vegetable sources - fermented aminos can be fermented on many vegetables. Beets and sugar beet are the typical ones.

I am pregnant, is safe to take supplements?

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Supplements can only be taken during pregnancy if recommended by a healthcare practitioner. Please talk to your doctor.

Are the products safe for children?

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Typically, products that are "foods" such as most protein shake mixes, and that are not sold as a "Dietary Supplement" are GRAS (generally recognized as safe) for use as food products. Items though that are sold as "Dietary Supplements" and NOT as foods, are largely for adult use only. Check the label of the product you have questions about, as each product is unique.

How the MCT Oil is extracted?

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A process called fractionation is used to extract the C8 and C10s from the coconut oil.

Can pure MCT Oil cause an upset stomach or other GI (gastrointestinal) discomfort?

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At times for some people, yes. A good MCT Oil is a pure source of the C8 and C10 fats, whereas normal coconut oil is only about 16% C8 and C10 fats (the medium chain fats). For many first-time users of MCT oil, it is the first time the stomach has taken on such a pure source of these MCTs and as such, it can take a while for some people’s stomach to get used to MCT oil. We recognize this as our labels state “To assess individual tolerance, start with 1/3 serving (1 teaspoon/5ml) with food”. Start there – try in small amounts WITH FOOD, and assess how your body responds. Then escalate the usage to a point where you are comfortable.

Not everybody’s stomach can tolerate every food, and MCT Oil is no different. Our label also states “Some people may experience gastrointestinal upset.” That can range from just a small discomfort, or all the way to difficult bowel movements for some first-time users.

In general: start small (eg: 5 ml) of MCT oil; use WITH food. Incidentally, that is also how we use it in some of our protein powders – at a low usage level per scoop - and none of those consumers of those powders, have reported any MCT oil discomfort. Not everybody’s stomach can handle 1-3 tablespoons of pure MCT Oil on its own, daily, right on day 1. We all respond to different foods and food ingredients each in our own unique way. Hope this info helps you on your MCT oil journey.

What is the source of the probiotic on ISO Gold?

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We use DE111 on ISO Gold. This special type of probiotic act faster and survive longer in the gut facilitating the absorption of amino acids. It means that you can recover faster from the trainings and increase the ability to gain muscle.

What is the difference between ISO Sport and ISO Gold?

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ISO Gold contains the DE111 probiotic and is available in 9 flavours. Also, it uses a slight amount of sucralose. Both are great, the choice is yours.

Are ISOGOLD or ISO Sport Whey considered to be lactose-free?

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If your stomach can handle 1/20th to 1/10th of a glass of milk, then your stomach can likely tolerate a scoop of a typical whey isolate (that small amount of milk, and a scoop of whey isolate, both contain about the same small amount of lactose). No whey protein isolate is absolutely 100.0% lactose free, but many people who are lactose intolerant to a glass of milk for example, can handle whey isolate.

I see other whey protein isolates that claim to be lactose-free – are they?

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The term “Lactose Free” as per the US and Canadian federal regulations is not permissible on any whey protein even if it contains less than 1% lactose. “Free” means “no detectable lactose” as per the regulations, and every whey isolate has some tiny amount of lactose. In essence, no whey isolate, should be labelling their product as being Lactose Free.

Is your whey protein denatured?

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No. Whey filtration is a physical process – not a chemical one – and is regarded as a no-added-heat process.

The heat during filtration would be well below that required to denature the protein in whey.

Where do your ingredients come from?

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We have over 500 ingredients in our facility which come from over 20 countries. To ensure food safety, we do not just rely on trusting one country over another. We rely on Quality Control safety tests. The main test is to verify the product is safe for human consumption, which involves testing for mold, yeast, salmonella, e-coli and bacteria. Next our specification involves testing for heavy metals (eg: lead, mercury, cadmium). These two sets of tests validate food safety regardless of where an ingredient comes from. We also go an extra step further for dairy ingredients like whey protein. We are one of the few dietary supplement facilities in the world that performs additional tests on whey protein for the pathogenic bacteria, listeria, a particularly nasty bacteria. This is all part of our export food safety process. Our products can also undergo other tests as well (eg: Informed Choice drug test; Ingredient Identity; Ingredient Potency; True Bound Protein, and more).

How many calories and carbs are in Keto Boom?

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The Keto Boom- both flavours - has ZERO protein, sugar carbs or fats. It contains single amino acids, minerals and salts which are negligible in macros.

Is your creatine vegetarian?

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Yes. The creatine is formulated without the use of animal-sourced ingredients. Please note that our facility handles ingredients from milk, eggs, fish and others as advised on our labels.

Do you products contain gluten?

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The majority of our products do not contain gluten in the formulation. However, the following products are not gluten-free:

PVL Iso Sport Gainer and PVL Iso Gold Cinnamon Toast flavour. In addition, all our products are proudly produced in our facility that also handles ingredients from wheat.

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