Frequently Asked Questions


General Store/Ordering Inquiries

How can I contact Customer Service?

You can contact our Customer Service Department by calling tel: 1 (844) 942-2400 or by sending an email to shop.ca@ww.com.

Our phone hours are:

Monday - Friday 7:00am to 9:00pm CST

Saturday 7:00am to 4:00pm CST


What forms of payment do you accept?

We accept Visa, MasterCard and American Express.


How do I place an order?

First, add any items you wish to purchase to your Shopping Cart. You can do this by clicking the "Add to Cart" button for the items you wish to add.

When you are ready to complete your order, click the shopping cart icon located in the upper right hand corner of any page in the Online Store. After reviewing the items in your cart, follow the checkout process by registering/signing in or continuing as a guest.

When you successfully complete the checkout process, you will be directed to an order confirmation page and you will receive an order confirmation email.

Please note that we currently accept orders only through the Online Store. We do not accept orders by phone, fax or email.



Will there be sales tax on my order?

The Online Store collects and remits sales tax as applicable. The amount of tax charged depends on the type of item purchased, and the destination of the shipment. You can see any applicable taxes prior to placing your order on the last page of the checkout process.


Is your order process secure?

When you are placing an order on the Internet, your security is our number one priority. Our web site uses Secure Socket Layer (SSL) technology, the industry top standard encryption protocol to keep your credit card information secure.


How can I edit or cancel my order after it has been submitted?

We endeavour to ship items to you as quickly as possible and as a result, after you place an order via the Online Store, we cannot edit the shipping address or otherwise alter the order, and cannot stop your order from being processed. If for any reason you are not happy with your order, you can return it in accordance with our Return Policy, which is located on the Shipping and Returns page.


How do I track my order/check the status of my order?

At the top of the Online Store page, click on "Login." In your account dropdown, select "Orders." From that page, you can view your order history as well as track any current orders.

If you received a tracking number for your order then it has shipped via Purolator and you can view its status through the Purolator website at any time. If your order has not arrived after 7 business days, please email customer service for more information. For more details on shipping times and rates click here.


How do I change my shipping address or credit card info?

During checkout, you will have the option to enter new shipping and billing info.


Returns


How can I make a return?

Please note that purchases from the Online Store cannot be returned to any WW Studio locations. Please view our return policy and procedure here.


Product Inquiries


What are PersonalPoints?

SmartPoints are now PersonalPoints based on the latest nutrition science for our Points algorithm. We now factor in even more nutritional info that guides you towards foods higher in healthy fats, fibre and protein, and lower in added sugars and saturated fats.


When will the new packaging with PersonalPoints be in market?

  • We will be transitioning our products in new packaging over the next 4-6 months starting in November 2021.
  • For a few months while we sell through stock, there might be products in the current (Smartpoints 3 icon) packaging in the market at the same time as the new packaging.
  • Most snack products are not changing in points values so current packaging with Smartpoints is still relevant.
  • When members scan the barcode via the WW App, the relevant PersonalPoints will appear.

  • Are any products changing in points?

    For most products, the PersonalPoints value will be the same as the current SmartPoints value. However, there are a few recipes that we are updating to ensure our Members' favourite products will have the same PersonalPoints. Until those recipes are updated in early 2022, the following products will have the corresponding PersonalPoints:

    Product

    SmartPoints/serving

    PersonalPoints/serving (temporarily)

    Lentil Spaghetti 

    0/5/5 SmartPoints

    0- 4 PersonalPoints

    What should I do if my snack bars arrive and they are melted?

    Please note that in warmer months there is some risk that chocolate snack bars will arrive melted. Unfortunately, we cannot control the temperature and conditions the bars are exposed to once they leave our fulfillment centre. We recommend refrigerating the melted bars to return them to their normal state. We do not consider these items defective or damaged and this return policy does not apply to them.


    Why are you limiting the quantity of an item I want to purchase?

    We may limit quantities on particular items that can be purchased through the Online Store due to inventory availability.


    What happens if an item is out of stock?

    When an item is out of stock, we do not offer timetables for availability as we cannot guarantee the delivery date of the product into our fulfillment centre. Please check back regularly and when this item becomes available, you will be able to add it to your shopping cart.

    If for any reason an item is found to be out of stock after your order is placed, we will notify you that the item will be canceled from your order and the remaining items shipped. You will not be charged for the out of stock item.