So we've noticed that we have been getting more and more inquiries about product authenticity for reasons ranging from the region in which the product was purchased in, to small colorant or packaging changes that may have been recently made. Because of this increasing volume, I wanted to share some valuable information to help ease concerns. Even though it is a very very rare occurrence for us to even suspect that a product is fake, the following information can help ease uncertainty and help you make an undeniably authentic purchase.
First, when you reach out and ask if you have purchased an authentic product, we can only reference the lot number that is printed on the bottom of your container and ask where the product was purchased from. If the lot matches the record in our systems, and the product was purchased from an authorized distributor, or retailer who has purchased from an authorized distributor, we can then make the ultimate determination. In fact HERE is a list that we have compiled of many distributors from around the world. Simply locate your region, contact a representative and if they can't sell directly to you, they let you know of local and online retailers that you can buy from.
Other concerns that make people question that they may have a counterfeit product is because they are comparing the current product's characteristics with those of their past experiences. For example, we've recently changed the color of the powder in many products to be a white powder, rather than a color that represents the flavor, such as blue for Blue Raspberry or red for Fruit Punch. However, do know that while the powder appears to be white, its still the vibrant color when mixed in water. We made this decision so we could reduce the amount of excipient ingredients, because that what customers wanted. Much of the time, the reason that these small changes are made is because the consumer wants it. This feedback is super valuable to us and product evolution to cater to consumers' needs is critical to long-term success.
Speaking of consumer feedback, this has also driven small label changes that have resulted in a new generation of products coming to life. So even if a label looks or feels a bit different, as long as you have made the decision to buy from a reputable, authorized retailer, you can be confident that you have received an authentic, genuine product.
Lastly, I want to highlight once more that it is a very rare occurrence to find an counterfeit product, and when we do, its is very very obvious. Manufacturing, distribution or in any way supporting the manufacturing, distribution or sale of counterfeit products is a very serious issue, and could result in very serious penalties and repercussions. It is something that you do NOT want to be associated with. We have built a brand that people have come to love, and by misrepresenting and tarnishing the product quality, purity and efficacy that we are known for is just sad and ultimately illegal.