What happens if I receive a damaged product?
We take great measures to ensure that packages arrive to you not only quickly, but in perfect condition! Unfortunately, in rare cases items may be damaged during shipment. We understand your frustration and we will do everything we can to replace the product as quickly as possible!
To get a replacement please email us immediately at customer service or firstname.lastname@example.org and let us know your name, order number, and the item that was damaged. We will then ship a replacement for the damaged item(s) immediately. We will also email a prepaid return label to our U.S. customers to retrieve the unusable item(s). Please be sure to have your order number handy when contacting us. We apologize for any trouble this has caused you!
What happens if I receive the wrong product?
Don’t worry, we will take care of this for you in record time! We take great measures to ensure that packages arrive to you not only quickly, but in perfect condition! Unfortunately, in some cases items may be the wrong product, flavor, size or color. We understand your frustration and we will do everything we can to replace the product as fast as possible!
To get a replacement please email our customer service immediately at email@example.com and let us know your name, order number, and the item that was not received. We will then ship a replacement for the incorrect item(s) immediately. We will also email a prepaid return label to our U.S. customers to retrieve the wrong item(s). We apologize for any trouble this has caused you!
If you ordered the item more than 45 days ago, you can still return the products for an in store credit, but we will charge a 25% re-stocking fee. We can take care of this for you right away!
If you placed the order for this item more than 60 days ago, we apologize, but are unable to accept the return.
When will I receive a return label?
Returns that are qualified for return labels are items that were shipped incorrectly, defective, damaged, expired, and/or made you very sick (vomiting, severe headaches). We cannot issue return labels due to preference (not liking the taste) or not getting the desired effects from the product(s).
If your return qualifies for a return label, please contact our customer care team firstname.lastname@example.org.
What happens if a product I want is on backorder?
We do our best to ensure that backorders are a rare occurrence. If you notice that a product is labeled “On Backorder” in our store, you are still able to order it! We’ll hold your order and ship the item(s) out the moment they arrive at our doors!
If a full order is backordered: If all of the products you ordered are out of stock, nothing will be shipped until the item(s) are back in stock. Luckily, most items are replenished within only a few days! We will notify you by email within 24 hours of your purchase informing you these items are temporarily unavailable. We’ll then send you a second email as soon as they ship! If you don’t wish to wait, no problem- you can cancel or swap the item(s) out at any time by contacting our customer service team.
If part of order is backordered (partial shipment): If you have a larger order with most items in stock, you can almost always count on those shipping right away. The backordered item(s) will be shipped as soon as they become available! This is called a “partial shipment.” We know how frustrating it is to wait for one last thing, so if you don’t wish to wait for the remaining product(s), you can always change it for something similar or remove it from the order altogether. If your order does have to be shipped in multiple packages, we’ll never charge you for the split shipment. We believe in getting you what you paid for as quickly as possible, regardless of how many boxes we have to send.