Very frustrating - Placed an order March 9th, I thought I was ordering from a company in the USA, received tracking the next day, the shipment came from Hong Kong - then got stuck at customs on March 13th because they didn’t include the correct paperwork. I’ve had to follow up 5 times now, April 1st today, still no resolution: they just give lip service, make no effort to resolve the issue. They even told me to call FedEx - which I did, and they told me the shipper needed to provide the missing info. Going to need to charge it back…
Update - April 2 - After posting the above - to their credit they took immediate action - I received an apology email this morning - they classified my order as lost and refunded - and are apparently sending a replacement free of charge as a customer satisfaction gesture. I wish I didn’t need to resort to a 3rd party site to get a resolution, but end of the day they are now taking action. Will update if I get the replacement.
Update - April 7th - Replacement order shipped from USA arrived. I appreciate that they took action and resolved my issue and got me the product.
Response from renuebyscience.comApr 2, 2026
We’re very sorry for this experience! It's not your responsibility to handle customs documentation and resolution.
In your case, the shipment was held due to incomplete invoice details from our fulfillment partner, and despite multiple escalations, it was not resolved in a timely manner.
We’ve issued you a full refund and are reshipping your order from our U.S. facility so you receive it without further delay.
To clarify, Renue by Science is indeed a U.S.-based company, but we sometimes ship from global fulfillment centers, including Hong Kong, to optimize delivery to international destinations. We understand this was not communicated clearly and are updating our tracking emails to make this explicit.
Again, we sincerely apologize for the inconvenience!
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.
KK
kamran K.
The product works for me.
The product works for me.
JF
Jack F.
reliable
Received my order fast and correct
CC
CC
Product is a good value for the price
Product is a good value for the price. It lasts about 3 1/2 months. This jar seemed a bit more moist as powder is sticking together more than the last jar.
WB
William B.
Plenty of good easily understable…
Plenty of good easily understable information to guide one on choice and use.
SS
Scott S.
I really enjoy the product
I really enjoy the product, but I wish it was less expensive, but it seems to help me in my daily doings in my life
KL
Khali L.
It is too early to write a review since…
It is too early to write a review since i have only started to take it like two weeks ago.
