Refund policy
LOST PACKAGES: Albeit rare, if a package gets lost in transit yet sent to the proper address, we will not be responsible. It is the customer’s responsibility to file a claim with the courier directly to recover the package or costs. In addition, courier services have been known to mark a package as “delivered” up to 36 hours prior to it physically being delivered.
PACKAGE SENT TO WRONG ADDRESS: If a package is sent to the wrong address, and the incorrect address was provided online by the customer, the customer will be responsible for the cost to re-shipping the item. We are able to re-ship the order once the original package has been returned to us and payment to re-ship has been received. To avoid this, when ordering, please ensure your shipping address is accurate, as making any mistake could significantly delay the delivery. When placing an order directly with a sales representative, all addresses are verified with customers for accuracy.
DAMAGED OR DEFECTIVE PRODUCTS: If there is any type of defect or damage to a product received after transit, we must be notified within three days from the date of delivery. If we are not notified within three days post-delivery, it is assumed that the package and products were received in good condition upon delivery.
RETURNS: We take customer satisfaction very seriously – we stand behind all our products, and we hope you enjoy your order as much as we enjoyed preparing it for you! We aim to provide high-quality products to our customers and we inspect every order for accuracy and quality prior to shipment. All our products are tested for quality, and all shipments are carefully inspected before leaving our warehouse. Please check your order immediately upon receipt to ensure it has not been damaged during the shipping process. Below are our terms and conditions for returns and exchanges:
- All claims for returns must be made within 72 hours of delivery of the package
- All returns must have an RA number prior to being processed
- All returns must be received by us no more than 14 days after the initial delivery date of the order
- All sales are final on clearance or half off products.
- All returns must be only on damaged, defective, unused and unopened products.
We do not offer exchanges/refunds on any open products and due to taste or personal perception of strength. We typically process approved return/refund requests within 1-2 business days.
UNDAMAGED & UNOPENED PRODUCTS: To receive a refund for your undamaged or unopened order, you must contact us within 72 hours of delivery of your package with a valid explanation. You must include your RA number with your return for a full refund. Your return must be received by us no later than 14 days after your initial receipt of the package. Once the return is received and approved, we will issue a refund to you, less shipping, and a 15% restocking fee. You may also choose to retain this amount as a credit on your account in lieu of receiving a refund.