This was my first order. It came without any issues. Im using my product now but only a couple of days. I will use this service again if my product work for me.
RT
Ruben T.
I still have not received the product…
I still have not received the product from the first order that never arrived.
Response from renuebyscience.comDec 1, 2025
Thank you for being a customer and we are very sorry for this experience. We have checked your tracking number and it shows the package was delivered, but we also could not find any record of you contacting our support team about the missing shipment. That is our responsibility to resolve, not yours, and we apologize for any inconvenience.
To make this right, we have immediately refunded your entire order in full. Thank you for bringing this to our attention and for giving us the opportunity to fix the situation.
Any time you cannot locate the package, or if you ever have any other issues with an order, we encourage customers to please contact us at [email protected] so our team can investigate and help you directly.
SL
Shengti L.
Great Products, Poor Website Experience: A Long-Time Customer's Perspective
Over the years, my attitude toward NMN has shifted from skepticism to confidence largely because of the excellent products from RENUE By Science and the genuine care the company showed its customers in the early days. I have continued to use this brand despite the many competing products that have appeared on the market.
The only reason I am now considering trying other brands is the change that began last year in how the official website handles ordering and customer service. For international customers, the experience has become quite unfriendly: checkout is forced through services like Shop and PayPal that rely on unfavorable exchange rates, and the system adds speculative taxes based on assumptions tied to the shipping address that could have been avoided. In addition, my sessions are automatically and forcibly redirected to the Australian regional site, which is not what I want.
Taken together, these changes make the shopping experience feel as if the company has no interest in retaining loyal customers. The reason for writing this review is that I truly like the products but am deeply dissatisfied with the purchasing process, and I hope these issues can be addressed and improved in the future.
Response from renuebyscience.comNov 27, 2025
Thank you sincerely for taking the time to share such a thoughtful review. We’re grateful that our products have earned your trust over the years, and we’re very sorry that the recent purchasing experience has felt frustrating. Your feedback highlights areas where we clearly need to communicate better.
On the issue of taxes and duties at checkout, we understand why this appears confusing. For all international orders we ship DDP, meaning we pre-pay the required import taxes and duties so packages clear customs smoothly and customers don’t receive surprise bills later. The line item is not an added fee from us but the same customs costs that would normally be collected upon arrival. We agree that the way this appears on the checkout page is not clear enough, and we’re actively working on improving how this information is presented.
Regarding payment options, our site runs on Shopify, and the “Shop” payment option you’re seeing is Shopify’s native credit card processor. For US-based companies, using this processor is standard, and it ensures that cards can be accepted securely worldwide. Customers still have flexibility to pay through other methods like PayPal if they prefer, but we unfortunately cannot offer non-standard options such as direct international bank transfers. These simply aren’t supported in the US e-commerce environment and would introduce both risk and compliance issues. Still, we know that exchange rates from some processors can be unfavorable, and we continue exploring ways to reduce that friction for international buyers.
The automatic redirection to the Australia-based international store is another source of frustration we take seriously. The reason this happens is that most countries can only be served reliably from our AU/international warehouse due to both cost and regulatory requirements. Shipping from the US would often result in much higher shipping fees and customs complications. Even so, we understand that forced redirects feel intrusive, and we’re working on ways to make this clearer and less disruptive.
Most importantly, we never want long-time customers to feel overlooked. The intent behind these systems was to make international delivery smoother and more predictable. Your review makes clear that we need to do better in the way we present this, and we are committed to doing so.
If you’d be willing, we would appreciate the chance to look into your specific experience directly. You can reach us anytime at [email protected]
, and we’d be happy to help. We truly value your loyalty over the years, and we hope to make the international purchasing process feel clear, fair, and customer-friendly again moving forward.
SH
Shan
Received Very OLD NMN
Ordered a large quantity of NMN - only to find out it was produced 2 YEARS (based on product date stamp) prior to receiving. They should be more transparent about such things. I submitted a review post regarding it on their site - but apparently they don’t take reviews that aren’t great because it NEVER showed up on the review scroll. The entire experience let me know I had to stop ordering my supplements from them.
REPLY TO RESPONSE 11.27.25
Thanks for the response. I agree, Renue by Science needsto provide better communication about the shelf life of their products. Unless I'm purchasing wine or cheese- I don't typically want to purchase anythong I am consuming - especially supplements, that have been sitting that long. Efficacy is immediately questioned - which no one wants when the products aren't cheap.
Response from renuebyscience.comNov 26, 2025
Thank you for sharing this feedback. Renue By Science takes concerns like this very seriously and wants to clarify a few points for anyone reading.
This customer reported receiving NMN that was manufactured two years before delivery. Renue By Science understands how frustrating that can feel and sincerely apologizes. All NMN is stability tested for a full three year shelf life with very little measurable degradation even at the three year mark. This is why inventory within that validated window is still considered fully potent and safe. Even so, the customer’s experience shows that we need to improve how inventory age is communicated and how warehouse preparation is handled. The team is already reviewing internal processes to prevent surprises like this in the future.
The customer also stated that a negative review submitted on the company website did not appear. We have searched our review system and cannot find any review that matches this description. If the review were in the system, the team would be able to identify the order and issue a refund immediately. Since no such review is visible, we cannot determine who the commenter is.
We have reached out through Trustpilot to try to connect with this customer. They are also welcome to contact support directly at [email protected]
We will gladly refund the entire order as soon as we know which customer this is.
We are genuinely sorry that this customer felt unheard and hope for the opportunity to resolve this directly.
SA
Sadrul A.
Good product and customer service is…
Good product and customer service is very quick and good response always. Hope this this company focus on reduce the price that middle class can buy their quality products.
AO
Anita O.
I am 82 yrs old
I am 82 yrs old. Started feeling sprier the first week thanks to my son!
