FAQ
frequently asked Questions
frequently asked Questions
I have a question and can't find the answer on your website.
If the search function and the " Frequently Asked Questions " (FAQ) do not provide an answer, you can contact our customer service via the chat function on our website via various channels. Write to us!
Specific questions about products can also be shared with the BTC community. On every product page you will find a Q&A (Question & Answer) in the Reviews & Questions section.
Generally
How do I get the latest information about BE THE CHANGE and your products?
With our newsletter you will stay up to date and be the first to find out about exclusive offers and new products. Sign up here – we promise not to overfill your inbox. You can also find news about BE THE CHANGE as well as scientific know-how at Academy/Journal.
I get too many emails. How can I unsubscribe?
Sorry, we're sorry. You will find a link in the footer of each email to unsubscribe. You can log in again at any time via the website or at the checkout.
I have questions. Can you help me?
In our academy we transfer know-how and useful information on topics related to food, nutrition, sustainability and BE THE CHANGE.
You can also find news, scientific information explained simply, a look behind the BTC backdrop and nutritional tips in our journal .
If you haven't found what you are looking for, you can contact our customer service via the chat function on our website or the contact form . Write us!
How can I contact you?
You can reach us via the contact form or the chat (speech bubble symbol at the bottom right) on the website, as well
via social media channels such as Facebook or Instagram .
Customer service opening hours:
Mon-Thurs: 9:00 a.m. - 12:00 p.m.; 1:30 p.m. - 4:30 p.m
Fri: 9:00 a.m. - 12:00 p.m.; 1:30 p.m. - 4:00 p.m
Where is BE THE CHANGE located?
BE THE CHANGE is a protected trademark of SWISS HEALTH & NUTRITION AG. Headquarters and production are in Switzerland, BE THE CHANGE is Swiss made. (More under Imprint )
Head office:
Spühlstrasse 4
9016 St. Gallen
Switzerland
EU fiscal representation:
Mariahilfstrasse 29, TOP24
6900 Bregenz
Austria
I cannot find the General Terms and Conditions (GTC).
Click here for the General Terms and Conditions (GTC) of SWISS HEALTH & NUTRITION AG.
Can I also buy BE THE CHANGE products in retail/specialist stores?
Yes. You can use our store locator to check whether a retailer near you already carries BE THE CHANGE products.
How do I find out which BE THE CHANGE products are in stock at retail stores?
The retailers will be happy to provide you with information about availability. You can find the contact details of the specialist retailers in your area in the store locator on our website.
How can I change the website languages?
The default language of our website is German. If you have selected a different language in your browser settings, it will be displayed if available. You can change the language manually as follows:
Desktop/PC: The current language is displayed in the menu bar at the top of the website. Click on it to open the drop-down menu and select a different language.
Smartphone/tablet: Press the menu symbol (= three horizontal lines) at the top of the website. The menu below shows the current language, press it to select another language.
How do I log in to my customer account?
Desktop/PC: Click on the silhouette icon in the menu bar at the top of the website to go to the login .
Smartphone/tablet: Press the menu symbol (three horizontal lines) at the top of the website and then click “ Log in ” in the menu.
No customer account yet? You can register here .
I have forgotten the password for my customer account. What now?
No problem. Simply visit the login page here and click on « Forgot your password? ». We will then immediately send you an email to reset your password.
Order
I'd like to order. Do I have to create a customer account for this?
No, you can of course also order without registering. Purchase is also possible as a guest.
Would you like a customer account? Register here .
What are the advantages of a customer account?
With the customer account you benefit from:
- Acceleration of the payment process
- Overview of previous orders including the “reorder” function (re-order)
- Payment/delivery status and tracking numbers
- Manage your subscriptions
- Manage billing and shipping addresses
- special promotions
No customer account yet? You can register here .
I have already ordered as a guest. Can I open a customer account later?
Yes. If you open a customer account with the same email address, your data, orders & subscriptions will be imported into your account. You can register here .
How do I know that you have received my order?
Once your payment has been successfully authorized, you will receive an order confirmation and your invoice by email. If you have registered on our website, the order will also be listed in your customer account .
What is the status of my order?
Once your order has shipped (within one business day), you will receive a shipping confirmation via email with tracking information. You can check the status of your order at any time in your customer account or via the order tracker .
When will my order and payment appear in my customer account?
Once your order has been placed and your payment has been successfully authorized, you will find the information in your customer account.
How can I reorder or repeat an order? (re-order)
In order to re-order one of your previous orders, i.e. to execute it again (re-order), you need a customer account . This will show you all your past orders and you can repeat them with just a few clicks. (See also « What are the advantages of a customer account? »)
The same order regularly? Alternatively, you can also take out subscriptions, which you can also manage in your customer account . (See more in the « Subscriptions » section)
My address has changed. Where can I customize them?
Log in to your customer account . You can adjust your address(es) under “ View addresses ”. Don't you always order from the same place? No problem, you can also enter and save multiple delivery addresses.
Where can I find my shopping cart?
Click the shopping cart icon in the menu bar at the top of the website.
Shipment
How long does it take to ship my order?
Your order will usually be carefully and sustainably packaged and handed over to the express courier within one working day. You will be informed by email when your package is on its way.
Depending on your location, you will usually receive your package within 2-4 business days. (Switzerland/Liechtenstein: 1-2 working days; EU: 2-4 working days). For all other countries, delivery time depends on the local customs authorities.
How do I see if my order has been shipped?
Once your order has shipped (within one business day), you will receive a shipping confirmation via email with tracking information. You can then check the status of your order at any time in your customer account or via the order tracker .
How much is the shipping?
The shipping costs are calculated and displayed at check-out (checkout) after entering the address. Into some
Countries you benefit from our cost-effective shipping flat rates:
Switzerland & Liechtenstein : 4.90 CHF
Germany & Austria : 4.90 EUR
European Union (EU) : 9.90 EUR
United States (USA) : 29.90 EUR
How can I save shipping costs?
If your shopping cart amount exceeds a certain amount, we will give you free shipping costs (Switzerland and the European Union). The amount required for free shipping is always displayed in your shopping cart. Free shipping is activated at the following thresholds:
Switzerland & Liechtenstein : from 150 CHF
European Union (EU) : from 150 EUR
Cyprus, Malta, Spanish Islands : from 200 EUR
I don't live in Switzerland. Can I still order?
Yes, we deliver worldwide. Select the receiving country during checkout (checkout).
Can I also pick up my order? And where?
Yes. You can select the “Pickup” delivery method when checking out (checkout). Collection is of course free of charge. The pickup address is always
BE THE CHANGE ATELIER (Switzerland)
Spühlstrasse 4
9016 St. Gallen
(Pickups from 2 p.m. to 5 p.m.)
When is my order ready for pickup?
We usually process orders within one working day. We will inform you by email as soon as your order is ready for pickup. You can also find the status in your customer account as usual.
Collections are possible from 2 p.m. to 5 p.m. at BE THE CHANGE ATELIER (Switzerland), Spühlstrasse 4, 9016 St. Gallen .
Why am I not seeing a shipping option?
You may have selected an address that is not permitted: Us
do not deliver to packing stations, post office boxes or with the note “Postlagerd”.
Reasons not mentioned above? Write via the chat function on our website or the contact form .
Can I have it delivered to a Packstation or PO Box?
Unfortunately no. We do not deliver to packing stations, PO boxes or with the note “Postlagerd”.
Can I have my order delivered to an address other than my billing address?
Yes. When checking out (checkout), you can enter your desired delivery address or Specify billing address. If you have a customer account, you can enter multiple delivery addresses and select them when checking out.
Where can I find the tracking ID for shipment tracking?
As soon as your order has been shipped, you will receive the link to track the shipment by email. Here you will also find your tracking ID, which you can use to log into our order tracker can view the status at any time.
My order has not arrived (yet). Where is she?
As soon as we have handed your package over to the express courier, you can check the current shipment status and any delivery attempts online. Go to your mailbox and look for the email with the subject “BE THE CHANGE: Order shipped”.
For international orders outside the EU, delivery time depends on the local customs authorities.
Why is the sender of the package Swiss Health & Nutrition AG?
BE THE CHANGE® is our brand, our company is called Swiss Health & Nutrition AG. (See also imprint )
pay
Which payment methods are accepted?
The following payment methods are available in our shop:
Credit card , Twint (Switzerland), Google Pay (not all countries), Apple Pay (not all countries), ShopPay , Bancontact (Belgium), iDEAL (Netherlands) and Sofort (Austria, Belgium, Germany, Italy, Netherlands and Spain ).
You can only take out subscriptions with a credit card.
What currency can I shop in?
The product prices are always in the selected/specified currency.
The standard currency is Swiss francs (CHF). You can adjust the currency in the menu at the top (see also «How can I change the currency in the shop?»
Why can't I complete the payment?
If you are having difficulty completing a payment transaction, there are several possible steps you can take:
- Check your payment information : Make sure you have entered all required information correctly, including your credit card number, expiration date, security code and billing address.
- Check your balance : If you are trying to complete a payment with TWINT (Switzerland), make sure you have enough credit to make the purchase. If you try to pay with a credit card, make sure you stay within your credit limit.
- Use a different payment method : If you continue to have problems, you can try using a different payment method.
- Contact Customer Support : If you have completed all of the steps above and are still having difficulty completing your payment, contact our customer support. You can reach us via the contact form or the chat (speech bubble symbol at the bottom right) on the website.
Can I pay on account?
No. The following payment methods are available in our shop:
Credit card, Twint (Switzerland), Google Pay (not all countries), Apple Pay (not all countries), ShopPay , Bancontact (Belgium), iDEAL (Netherlands) and Sofort (Austria, Belgium, Germany, Italy, Netherlands and Spain ).
You can only take out subscriptions with a credit card.
Is VAT included in the product price?
Yes, for orders to Switzerland, Liechtenstein or the European Union, the product prices in the online shop always include VAT. Tax rates vary and are calculated after address entry at checkout (checkout) based on the state the order is being shipped to.
For all other international orders, the prices in the shop exclude VAT, which is levied by the customs authorities in the receiving country.
How are taxes calculated?
For orders to Switzerland, Liechtenstein and the European Union : Tax rates vary and are calculated based on the country to which the order is shipped. After entering the address during checkout (checkout), the correct VAT for you will be displayed.
For all other international orders, the prices in the shop exclude VAT, which is levied by the local customs authority in the receiving country.
Do I still have to pay customs fees?
No. If your delivery address is in Switzerland, Liechtenstein or the European Union (EU) , there are no longer any customs fees or taxes.
Yes. For international orders to other countries, your shipment will be processed by local customs authorities and fees and taxes may apply.
Where can I enter my discount code?
You can enter your discount code in the field provided (“Gift card or discount code”) throughout the check-out process (checkout). The order total will then be recalculated.
Collapsible rowHow can I redeem my gift card?
You can enter your gift card in the designated field (“Gift card or discount code”) throughout the check-out process (checkout).
Why is my discount code/gift card not accepted?
There can be various reasons why a discount code or gift card is not accepted. Here are some possible solutions:
- Expiry date : Make sure the discount code or gift card is still valid and has not expired. Check the expiry date and make sure it has not yet passed.
- Entry Error : Make sure you entered the discount code or gift card correctly. Check the spelling and capitalization. A simple typo can cause the code to not work.
- Restrictions: Check if there are any restrictions or conditions for the discount code or gift card and. Some codes can only be used on certain products or services or require a minimum order value. Discount codes and gift cards cannot be combined; you can only enter one code at a time.
- Already Used : Make sure the discount code or gift card has not already been used. Some codes can only be used once, while others may be used multiple times.
- Contact our customer support : If none of the above solutions work, contact our customer support. You can reach us via the contact form or the chat (speech bubble symbol at the bottom right) on the website.
Subscriptions
How can I manage my subscriptions?
In your order confirmation email, click on the appropriate link to your
Order to manage the subscription.
If you already have a customer account : Log in (silhouette symbol at the top of the website) and click on “Manage subscriptions” in the “Account details” area.
If you don't have a customer account yet and can't find the order confirmation email, you can click on " Manage subscriptions " on the login page . You will then receive access to subscription management by email.
What payment methods are available for subscriptions?
Subscriptions can only be taken out with a credit card. Your payment details will be stored securely and you will be invoiced for each such delivery.
How long is the minimum duration of a subscription?
Subscriptions can be canceled at any time, but at the earliest after 3 order cycles, regardless of the delivery frequency (monthly or every 2 months). Subscriptions are automatically extended for another order cycle at the end of their term.
I would like to cancel my subscription.
Subscriptions are automatically extended for another order cycle at the end of their term. If you do not want to renew a subscription, you can cancel at any time in your customer account or under “ Manage subscriptions ” under “ Cancel subscription ”. The minimum term is generally 3 order cycles.
I didn't want a subscription at all! What can I do?
We have taken extra care to ensure that subscriptions are not taken out in error. Before adding it to the shopping cart, you must confirm the subscription manually using a checkbox (double opt-in).
You can cancel your subscription at any time in your customer account or under “ Manage subscriptions ”. However, there is generally a minimum term of 3 order cycles. (See also « I would like to cancel my subscription. » )
Can I pause my subscription?
Yes. In your customer account or under “ Manage subscriptions ” you can use “Skip this order” to skip the next delivery. The subscription term (at least 3 order cycles) and the extension at the end of the term (uncancelled status) remain in effect.
Can I change the cycle of my subscription?
Yes. In your customer account or under “ Manage subscriptions ” you can use “Order frequency” to set the order frequency. You can choose between monthly and every 2 months.
For example, if you If you only want to miss one delivery due to holiday absence, you can pause the subscription for one cycle (see under “Can I pause my subscription?” )
How can I update my subscription payment information?
In your customer account or under “ Manage subscriptions ” you can see your deposit under “Payment method”.
Adjust means of payment.
Returns & Refunds
Can I cancel an order?
Consumers have the statutory right of cancellation as described in the cancellation policy. Entrepreneurs are not granted a voluntary right of withdrawal. (See general terms and conditions )
Security & Privacy
Is it safe to pay with credit card in your online shop?
Yes. We use the most modern, secure technology for our online shop. To give you even more security, we also work with 3D Secure , which is an additional layer of security for online credit and debit card transactions.
Is my information safe when I shop online at BE THE CHANGE?
Yes. Our online shop is equipped with SSL (Secure Socket Layer) technology. SSL encrypts and protects all data we receive from you over the Internet. If you see a small lock at the top of your browser's address bar and/or the address (URL) begins with "https" instead of "http", SSL is activated. In this case, you can shop with a clear conscience and each of your transactions is completely safe.
How can I be sure that the personal data I share with you is protected?
We treat all data we receive from you as strictly confidential. Of course, we do not pass on such data to third parties. Our full privacy policy can be found here .
Products
Where can I find more frequently asked questions (FAQs) about the products?
On every product page you will find the " Reviews & Questions " section. Here you can publicly rate your products and ask questions about them. You will also find questions from other members of the BTC community here - and of course our answers.
Why is there only one pack size?
In 2023, we made our packaging even more sustainable for the fourth time - it is now 100% zero waste . We have reduced our powder and porridge products to the most commonly purchased size, which also makes our production more sustainable.
In fact, something changes for you only to your benefit. 🙂
- Prices remain the same or even become slightly cheaper . Even in comparison to the large packs.
- The product stays fresh longer . 👌
- The bag is more robust and is certified home compostable . ♻️
- The cardboard is Cradle to Cradle (100% recyclable - zero waste ) ♻️
So only advantages – for you and the environment. 🌿
Sports drink or endurance drink – which should I take?
The sports drink is for “shorter” exercise and higher intensity (e.g. faster) and provides quickly available energy for physical performance lasting 1 hour or more. This product is not suitable for very long endurance exercise.
The Endurance Drink, on the other hand, serves as an energy source for longer to very long endurance exercise with medium to lower intensity (e.g. slower). The Endurance Drink can also be used for shorter periods of effort.
Why are the energy values of Sports Drink and Endurance Drink almost the same?
The energy values of the two products are almost identical because they are based on the biochemistry of the human body, which defines the limits of absorption capacity.
What exactly are the differences between Sports Drink and Endurance Drink?
The sports drink is for “shorter” exercise and higher intensity (e.g. faster) and provides quickly available energy for physical performance lasting 1 hour or more. It contains a combination of three different carbohydrates including maltodextrin for rapid availability of energy - without dehydrating the body when absorbed (isotonic).
When taken over a longer period of time, maltodextrin affects the body's magnesium balance, which can result in muscle cramps during long endurance exercise. Our Endurance Drink without maltodextrin is therefore recommended for very long endurance activities.
The Endurance Drink serves as an energy source for longer to very long endurance exercise with medium to lower intensity (e.g. slower). It is made up of a finely tuned 5-part matrix of fast and slow carbohydrates , which together have an isotonic effect. Thanks in particular to the carbohydrate isomaltulose, the product is ideal for long endurance exercise and consumption over a longer period of time. Isomaltulose has a low glycemic index , making it a longer-lasting source of energy that is very digestible and easy to digest.
For ideal energy supply and endurance during long periods of exercise, the protein balance must also be supported. That's why, in addition to a combination of 4 amino acids (the smallest building block of proteins), the Endurance Drink also contains a whey protein hydrolyzate (lactose-free), which is particularly easy to digest and quickly absorbed and contains all nine essential amino acids.
Which drink should I drink for long to very long periods of exercise?
The Endurance Drink is the ideal source of energy for longer to very long endurance activities. It is made up of a finely tuned 5-part matrix of fast and slow carbohydrates , which together have an isotonic effect. Especially thanks to the carbohydrate isomaltulose, which has a low glycemic index and is therefore a longer-lasting source of energy that is very digestible and easy to digest.
For ideal energy supply and endurance during long periods of exercise, the protein balance must also be supported. That's why, in addition to a combination of 4 amino acids (the smallest building block of proteins), the Endurance Drink also contains a whey protein hydrolyzate (lactose-free), which is particularly easy to digest and quickly absorbed and contains all nine essential amino acids.
Why is the sports drink NOT suitable for very long periods of exercise?
The sports drink contains, among other things, maltodextrin for quick energy availability. When taken over a longer period of time, maltodextrin affects the body's magnesium balance, which can result in muscle cramps during long endurance exercise. Our Endurance Drink without maltodextrin is therefore recommended for very long endurance activities.