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, flavor or packaging changes that 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.
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 Xtend 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. The flavors in some of the Xtend Original product has also been modified to be less sweet. We made these decisions so we could reduce the amount of excipient (other; non-performance) ingredients and because that's what customers wanted. Product feedback (in this case regarding color and flavors) 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 label updates and 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. You can email us at Support@officialxtend.com with an image of your product to verify.
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. 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.