Contact Ascent Customer Service:
Q: How do I contact Ascent's customer service?
A: The easiest and fastest way to get in touch with Ascent's customer service team is by filling out our contact form online. All inquiries will be responded to within 2 business days. You will receive an email back from email@example.com. All order & product related inquiries will be redirected back to this form, so please make sure to fill it out first before emailing our customer service team.
Subscriptions & Rewards:
Q: How do I cancel my subscription?
A: You can pause your subscription at any time but logging into your account, navigating to Manage Subscriptions, selecting "Manage Upcoming Orders" and selecting "Pause Future Orders." You can resume your subscription at any time by selecting, "Resume Future Orders" at the top of your subscription. While your subscription is paused, you will NOT be charged for any upcoming orders. If you are still experiencing issues, please contact us through our customer service contact form.
Q: I cannot log into my account even though I have a subscription; can you help?
A: Although you signed up for a subscription with us, you may not have set up an account yet. You will need to set up an account with us to make modifications to your current subscription. Once logged in, click "Manage Subscription" to review your options like address changes, product changes, skips, cancelations, and more. You can create an account by going to our website, clicking the profile icon in the top right of the browser, https://www.ascentprotein.com/account/register.
Q: I manually update my subscription date. Why did I receive a notification that another order is shipping to me?
A: When an order is entered as “Order Now” ahead of the next planned subscription ship date, the upcoming order must be skipped, or it will ship out on the day it is planned for. Any date changes to a subscription order will cause a duplicate order, separate from the subscription order. Please check all your upcoming subscription dates by clicking on the "manage upcoming subscription" drop-down and refreshing your page after any changes are made.
Q: Can I combine my subscriptions/add products to my subscription?
A: Unfortunately, new products cannot be added to existing subscriptions, (only swapped out). To have more than one item on the same subscription, you will need to place a new subscription order with all your preferred items and cancel your previous separate subscription(s).
Q: Can I use rewards points or discount codes on subscription orders?
A: Our system only allows for one discount code to be used at checkout per order, (discount codes cannot be stacked). Since subscription items are already discounted 10% plus free shipping, they are not eligible to be combined with rewards or additional discount codes. You will need to place a non-subscription order to redeem rewards discounts.
Q: How do I “swap” one product for another?
A: To change products, log into your account and go to the “Manage Subscription” page. Select the drop-down, “Product in your subscription” and click “swap products” on the right-hand side of the screen. Refresh your screen to ensure the changes you made, and the next order date is accurately displayed.
Q: What is your cancellation policy?
A: Please make changes at least 24 hours prior to the next scheduled date to avoid any unwanted orders from being processed. Your order confirmation emails have links to your order, and you can manage your subscription from there.
Q: Shipping Charges & Estimated Lead Time:
A: You will receive free ground shipping on all online orders with a dollar value greater than $80.00. All other orders less than $80.00 in value will be charged a $5.00 flat rate to your order for ground shipping. Ground shipping delivers within 2-5 business days after the order is placed. Ascent does not currently ship to Alaska, Hawaii, or Puerto Rico on ascentprotein.com.
Q: International Shipping?
A: Ascent does not ship internationally; we do however recommend ordering through Amazon. Additionally, we currently do not ship to Alaska, Hawaii, or Puerto Rico. If changes are made there will be an announcement!
Q: Why does the shipping confirmation email only show one of the items from my order has shipped?
A: The shipping confirmation you receive is for the entire order. Although the email only shows one item, your entire order will be arriving together in one shipment.
Q: Do you ship to APO/FPO/DPO?
A: Yes, we ship to APO/FPO/DPO locations. Orders can take up to 30-45 business days to be delivered to these locations.
Q: What should I do if my order was marked delivered, but I have not received it?
A: Please allow 3-5 business days for the package to be delivered. Carriers sometimes mark a package as delivered but will not deliver it until a later time. If your package has not arrived after 5 days of being marked as delivered, please reach out to us through our customer service contact form and we can further assist you.
Q: What should I do if my order is being shipped to the wrong address?
A: Please reach out through our customer service contact form immediately with the correct shipping address so we can work with our warehouse to correct this information prior to shipping out.
Refunds & Returns:
Q: Return Policy
A: At Ascent, our goal is to make sure you are completely satisfied with your purchase and your experience with Ascentprotein.com. Depending on the reason for the return and the condition of the product, there may be several options available to you. To be eligible for a refund, replacement, store credit, or customized promotion code, please reach out to us within 30 days of order delivery. Products must be purchased directly from AscentProtein.com and limitations may apply.
Q: Who is responsible for return shipping?
A: Customers are responsible for return shipping costs. Ascent will provide a shipping label on a case-to-case basis.
Please ship your product(s) to our corporate office below and reference your ascentprotein.com order number, (example below)
Q: Do you offer returns or refunds on purchases from retail locations?
A: We only accept returns or issue refunds on orders placed directly on AscentProtein.com. We recommend reaching out to the retailer directly to inquire about returns, exchanges, or refunds.
Q: How can I partner with Ascent Protein?
A: For collaboration opportunities, please visit bit.ly/ascent-collaborate where you can apply to become a creator with Ascent!
Rewards, Discounts & Gift Cards:
Q: How do I purchase a gift card?
A: Gift cards are available for purchase through ascentprotein.com. Go to the “Shop” dropdown and select “Apparel & Accessories” and “All Apparel” to view our gift card options.
Q: How can I redeem my rewards:
A: Rewards can only be redeemed on non-subscription orders. Previously redeemed, unused rewards are still available to you. Log in to your Rewards Account and click the yellow “Rewards” button in the lower left of your browser to review your rewards. These rewards can be applied to any future non-subscription or already discounted order.
Q: Do you offer military discounts?
A: Yes, we do! At checkout, you can verify your information through the ID.me application for the 10% discount. Please note that our system only allows for one discount per order so the id.me discount cannot be applied to subscription purchases or combined with any additional promotions. Thank you for your service!
Q: What is Native Whey:
A: Native Whey is the least-processed whey protein available today, resulting in higher levels of naturally occurring Leucine vs. traditional whey (+17%). Elite source/ high-quality source of protein due to its’ amino acid profile, absorption characteristics, and digestibility. Click on the link to check out the video on our website http://bit.ly/2hjXYbo
Q: Do you offer samples of products?
A: For samples of our products, please use the links below:
Whey & Pre-Workout Samples: https://www.ascentprotein.com/pages/trial
Plant Samples: https://www.ascentprotein.com/pages/plant-trial
Q: What is the amount of lactose in your protein products?
A: Ascent whey and casein products contain <1 gram of lactose per serving
Q: Are your products gluten-free?
A: Yes, all our products are certified gluten-free
Q: What are “Natural Flavors”?
A: Our Natural Flavors include extracts from fruits, vegetables, roots and other natural sources that create the flavors Ascent’s consumers love. For example, the Natural Flavors in our Vanilla Bean Whey would include vanilla bean extract to achieve its flavor.
Q: What is Stevia?
A: Stevia is a plant-derived sweetener which we use in the Ascent product portfolio. Ascent remains committed to using zero-artificial sweeteners or flavors in all our products.
Q: Is Ascent RBST free?
A: All production of Ascent is made with milk from farmers who pledge not to treat their cows with RBST.
Q: Breastfeeding/Pregnancy Safety
A: Please consult your health care professional with any concerns.
Q: Does Ascent test for banned substances?
A: Yes, Ascent Protein products are Informed-Sport Certified. For information on their testing, please review their website: https://www.informed-sport.com/certified-product-brands