Frequently Asked Questions (FAQ’s)
Q: Where is Thorne Research located?
Thorne Research’s corporate headquarters is located at:
152 West 57th Street, 21st Floor
New York, New York 10019
Thorne Research’s manufacturing facility is located at:
25820 Highway 2 West
Sandpoint, Idaho 83864
Thorne Research’s Idaho mailing address:
P.O. Box 25
Dover, Idaho 83825
Q: How do I find information about your products?
If you are a health-care practitioner-customer and have a Thorne Research password, then click here to access Thorne Research’s Practitioner Resources library that contains articles, monographs, webinars, and product information.
Q: How do I learn about career opportunities or apply for a job at Thorne Research?
Visit the “Career Opportunities” webpage in the “About” tab on this website. It provides up-to-date information about how to apply for available positions at Thorne Research.
Q: How do I submit comments or feedback to Thorne Research?
We want to hear from you! Click here to submit comments or feedback to Thorne Research.
Q: How and when can I speak to a member of your Medical Affairs staff?
Our Medical Affairs staff is available Monday through Friday, from 9:30 am to 2:30 pm, Pacific Time, to answer health-care practitioner questions about products, dosages, or treatment protocols. Our Medical Affairs staff cannot make recommendations or offer advice to patients or consumers. If you are a patient, please contact your health-care practitioner to ask questions about our products.
Q: What is my Thorne Research account number?
Your Thorne Research account number is the number provided to you by Customer Service when you set up your customer account. Your account number will always appear on the packing slip that is included in each one of your product orders.
Q: How do I log onto the Thorne Research website?
You log onto the Thorne Research website using your email address and your password. Please note that passwords are case sensitive.
Q: Why can’t I log in with just my email address?
For your security, our website is designed to require both the email address and password associated with your online account. If your email/password combination is not working, please call Customer Service for further assistance.
Q: What if I can’t I log on with my password?
Please try to login more than one time and remember passwords are case sensitive. If you are unable to login, please click the “Forgot Your Password” and we will email you a temporary password. You may also call Customer Service for further assistance.
Q: How do I change my password?
After you have logged on, click “My Account” and then click “Edit Password and Security.”
Q: I set up my account on the website but it’s showing “pending” status and I can’t place orders.
Practitioners: Your customer account is in “pending” status until we have received and can review your credentials. Please allow 24–48 hours for your account to be updated. We will send you an email confirmation as soon as your customer account is active.
Q: I am a consumer. Can I buy Thorne Research products on this website?
Thorne Research only sells its products to licensed health-care practitioners and to those patients the practitioner has authorized us to sell to. If you would like to know the location of a health-care practitioner near you that sells Thorne Research products, then please contact Customer Service Department at 800–228–1966.
Q: How do I apply for a Thorne Research account?
Please register for an account by clicking here or clicking on the icon in the top right hand corner of the website. You will need to upload your credentials if you are registering as a health-care practitioner.
Q: Does Thorne Research have Field Representatives who can assist me with my account on a regular basis?
Yes, we have dedicated Field Representatives who cover the United States and Canada. To find out which Field Representative covers your area, please contact our Customer Service Department as 800–228–1966.
Q: Why does Thorne Research only sell its products to health-care practitioners?
We believe that using nutritional supplements should be directed by a knowledgeable health-care practitioner who knows his or her patients’ health status and medical history. A health-care practitioner is the best person to recommend the appropriate dosage based on health history, health goals, and medications that a patient might be taking.
Q: Why is the product I want to purchase on backorder?
On occasion, an item you want to purchase goes out of stock. This can be due to a number of factors, many of which are out of our control, such as ingredient supply issues. Sometimes a product goes out of stock because, when we receive one of its ingredients, we determine the ingredient doesn’t meet a particular quality specification. That ingredient is sent back to the supplier because we won’t use an ingredient that doesn’t meet the purity and quality we demand. This can sometimes delay the production of one or more products that use that ingredient, particularly if we then have to purchase it from another source, test that ingredient, and put it into our production schedule. We know you agree that we will not compromise product quality by using a sub-standard ingredient. We trust you understand that although an out of stock situation does create inconvenience, practitioners and patients are better served in the long run by our unyielding commitment to quality. Products not available to ship when an order is placed will be shipped at a later date. Your credit card will not be charged until we do ship the backordered product to you. Backorder situations are usually resolved quite quickly, however.
Q: I can’t find the product that I am looking for. How can I search for it?
Entering the product name, or an ingredient in the product, or the product’s item number in the “SEARCH” box at the top right-hand corner of any webpage and then click on the “SEARCH” box.
If you still can’t find the product you’re looking for, then please call our Customer Service Department to assist you at 800–228–1966.
Q: What methods of payment do you accept?
We accept Visa, MasterCard, and American Express. For licensed health-care practitioners only: we will also ship COD (Cash On Delivery), although please note that there is a COD charge of $12.95 per order.
Q: Does Thorne Research offer volume discounts?
We offer discounts to licensed health-care practitioners when you purchase various combinations of products. We have Standard Discounts starting at 24 bottles and Website Order Discounts starting at 12 bottles. Please see the Professional Order Form for details or call our Customer Service Department at 800–228–1966.
Q: I am a health-care practitioner who doesn’t want to dispense nutritional supplements out of my office. What other options do I have?
We offer the Patient ExpressÂ® program for this situation. The Patient Express program allows your patients to order directly from us by signing up for a Patient Express account that uses your unique practitioner referral code. In essence, the Patient Express program allows you to offer a “virtual dispensary” without actually carrying our products in your office. To sign up for the Patient Express program and your unique practitioner referral code, please call our Customer Service Department at 800–228–1966.
Q: Can I have product auto-shipped to my office or to my patients?
At the time of your order, you now have the option of selecting the frequency of how often you would like products sent out.
Q: Are there any fees associated with your auto-ship program?
No, auto-ship is a free feature we offer to customers.
Q: Will I receive a notice before an auto-ship order is shipped?
No, a notification is made only on new orders or when there is a change to a current order. You can review or change your auto-ship schedule at any time by going to the “My Account” section of the website.
Q: Can I cancel an auto-ship?
Yes, auto-ship cancellation can be completed in the ‘My Account’ section of the website.
Q: Why should someone take nutritional supplements?
Our daily diets don’t always provide the optimal amounts of nutrients our body needs, especially in individuals who have a deficiency or an increased need because of genetic, health condition, or lifestyle reasons.
Q: Where are your products manufactured?
The large majority of our product line is manufactured in our manufacturing facility in Sandpoint, Idaho. This manufacturing facility is a highly-controlled GMP facility that is inspected regularly by the FDA. We also partner with several third-party manufacturers - whom we hold to the same high standards of quality manufacturing - to manufacture select products, such as softgels, that we are unable to make in-house.
Q: I have a bottle of product that is past its expiration date. Can I still use it?
We do not recommend using a product after its expiration date. Thorne Research is one of few companies in the industry that conducts a stability program, in which we conduct stability testing on all of our products to ensure the potency of every ingredient at the expiration date. With this program, Thorne Research can guarantee that its products meet 100 percent of the product’s label claims up to time of expiration.
Q: What is magnesium stearate and stearic acid, and why doesn’t Thorne Research use these substances in their products?
These substances are fatty acids that are usually combined with other manufacturing aids to make powders flow more quickly and easily during manufacturing.
We choose to not use magnesium stearate, stearic acid, or vegetable stearates as manufacturing aids when we make our products. These substances can also make nutrient absorption unpredictable.
Q: What is palmitic acid, and why don’t you use it?
Palmitic acid is another fatty acid that similar in structure and function to stearic acid and magnesium stearate. Like stearic acid and magnesium stearate, palmitic acid is used as a lubricating agent to manufacture nutritional supplements. These lubricating agents coat the powdered nutrients, which can make absorption of the nutrients unpredictable. Due to this unpredictability we choose to not use palmitic acid when we manufacture our products.
Q: What fillers do you use in your products, and where do they come from?
When it is necessary to fill capsules with something in addition to the nutrients in it, we use pure cellulose. To aid powder flow we may use magnesium citrate-laurate, calcium citrate-laurate, or silica. Magnesium citrate-laurate and calcium citrate-laurate are made using the pure mineral (magnesium or calcium) reacted with citric acid and lauric acid. Lauric acid is a small fat molecule that doesn’t inhibit absorption, cellulose is pure plant fiber sourced from pine trees, and silica is the element found in sand.
Q: What is carrageenan? Do your products contain carrageenan?
Carrageenan is an additive that helps thicken and stabilize a variety of foods and powders. Carrageenan is commonly found in the ‘Other Ingredient’ list on the label of dairy products and non-dairy products like almond milk, dressings, chocolates, and even some protein powders. It is usually added to powders that will be added to liquids to make the resulting mixture thicker. Although the use of carrageenan can make a protein powder have a better ‘mouth feel’ when the powder mixed with a liquid, Thorne Research has chosen to not use carrageenan in our products because of its potential to disrupt gut health and other complications.
Q: Are your products pharmaceutical grade?
The definition “pharmaceutical grade” does not exist in the nutritional supplement industry and companies that use that term are being deceptive. However, we do manufacture our products with the utmost concern for product purity, quality, and safety. Thorne Research is 100-percent compliant with the Good Manufacturing Practice regulation enforced by the U.S. Food and Drug Administration for the nutritional supplement industry. Our internal standards for ingredient purchasing, product specifications, and manufacturing standards for finished products is unsurpassed. Thorne Research products are approved for sale in Australia by the Therapeutic Goods Administration of the Government of Australia, which does not distinguish between pharmaceutical products and nutritional supplements.
Q: Are you regulated by the FDA, and are your products approved by the FDA?
Thorne Research is regulated by the U.S. Food and Drug Administration. We must comply with the FDA’s regulations for manufacturing our products. In addition, all of our product labels and all of our product literature must comply with FDA regulations. Allergen labeling and adverse event reporting are also required to be performed.
Thorne Research also complies with the manufacturing regulations mandated by the Government of Australia’s Therapeutic Goods Administration (TGA). The TGA imposes the same manufacturing standards for nutritional supplements that they do for pharmaceutical products.
Our products are not pre-approved by the FDA because the FDA does not ‘approve’ nutritional supplement products. Under the federal food and drug law, the FDA is only required to approve drug products. Because nutritional supplements are categorized by the federal food and drug law as food, and not as drugs, the FDA is not required to pre-approve them before sale, just as the FDA does not approve traditional foods before sale. However, both the FDA and the TGA inspect our manufacturing facility on a regular basis.
Q: Are your products certified by independent and reputable private organizations?
Yes, in early 2015 Thorne Research received two prestigious certifications from NSF International: the Good Manufacturing Practices (GMP) certification and the NSF Certified for SportÂ® certification.
Q: Do any of your products contain shellfish, gluten, corn, wheat, dairy, soy, yeast, or nuts?
None of our products contain gluten, or gluten-containing grains (wheat, barley, rye, triticale) or nuts. Several of our products have ingredients derived from a shellfish source, and a few products do contain dairy, soy, or yeast. The presence of these allergens is noted on the product label (which is required by federal law), as well as in the product descriptions on our website.
Q: Do you test for the presence of heavy metals in your fish oil products?
Yes. All of our fish oil ingredients are tested for the presence of heavy metals and other contaminants when the ingredient is received and before the ingredient is used in a product.
Q: What does ‘chelate’ mean?
Chelate refers to a chemical reaction between a mineral and a non-mineral. The term is generally used to refer to a chemical compound that is made up of a mineral and an organic acid or an amino acid that makes the mineral easier to absorb into the body. For example, magnesium and citric acid are reacted together to form magnesium citrate.
Q: What size capsules do you use?
Our capsule sizes vary from size #4 to size 00.
Q: Are your nutritional supplements hypoallergenic?
There is no generally recognized definition of hypoallergenic. However, we strive to purchase only the highest quality ingredients so that our products are as pure as possible.
Q: Do your nutritional supplements contain gluten?
We do not include any gluten-containing ingredients in any of our products, except NutraQOL, which is a fermented wheat germ extract that might contain a small amount of gluten.
Q: Are your products certified as kosher?
Although many of our ingredients are Kosher we have not yet gone through the Kosher certification process for our products.
Q: Are your products certified as organic?
Many of the ingredients we use are organic; however, our products have not been certified organic.
Q: Does Thorne Research test products on animals?
No, Thorne Research supports the objective of eliminating the laboratory testing of animals.
Q: What’s the best way to take your products?
Unless otherwise recommended on the label, for optimal absorption it’s best to take a dietary supplement with food. Doing this reminds you that when it’s time to eat it’s also time to take your nutritional supplements.
Q: Can a product be taken out of the capsule if I can’t swallow capsules?
Most of our products can be taken out of our two-piece, pull-apart capsules and put into a small amount of food. However, there are a few products we don’t recommend taking out of the capsule, which is indicated in the ‘Warnings’ section of each product listing on this website.
Q: What’s the best way to store your products? Do they require refrigeration?
We recommend that most of our products be stored tightly sealed in a cool, dry place. A few products do need to be refrigerated, which is indicated on the label.
Returns & Exchange Policy
Q: Can I return an order after it’s delivered to me?
If you are not completely satisfied with a purchase, we will create a solution for you. We want to make your experience with Thorne Research as convenient as possible.
Q: How do I return or exchange a product?
To return or exchange a product purchased through Thorne Research or from a Thorne Research health-care practitioner, please call our Customer Service Department at 800–228–1966 or email firstname.lastname@example.org to receive specific instructions on how to return your product and being pre-approved to do so.
We do require that we receive a product return within 14 days of return authorization. Please allow 7–10 business days for return processing.
Q: I am a health-care practitioner and one of my patients has returned one of your products. Will I be credited for the product?
Yes, we do accept product returns from patients. We do ask that you please contact us while the patient is still in your office so our Medical Affairs staff can obtain information regarding the reason the product was returned.
Q: How do you ship your orders?
We currently use Federal Express as our domestic and international shipping carrier.
Q: How soon can I expect my order to arrive after I place it?
We try to ship every order the same day it is placed if we receive the order by noon Pacific Time. Health-care practitioners should expect to receive their order within 1–2 business days of placing the order. Patients placing an order with your physician’s HCP code should expect to receive their order within 2–5 business days of placing the order.
Q: How much does it cost to ship my order?
We provide FREE shipping on orders over $125.00. Orders under $125.00 are charged a flat handling fee of $11.95.
Expedited shipping is available for the estimated cost of the requested service.
International orders please call customer service for shipping rates.
Q: Do you ship your products to Canada?
Yes, we have obtained over 150 product licenses from Health Canada. Our products are distributed in Canada by Pure Health Technologies in Toronto. Please visit Thorne Research’s Canadian website at www.thorneresearch.ca or call customer service at 844–884–6763.
Q: Can I track my order?
You will receive an auto-generated email from Federal Express after your order has shipped that will contain your order’s tracking information.
Q: Do you ship internationally?
Yes. We ship to many countries around the world. We also have distributors in countries throughout North America, Europe, Asia, New Zealand, and Australia. For international inquiries, please contact our Customer Service Department at 800–228–1966 or email email@example.com