Frequently Asked Questions.
01. The order
When placing the order, a day of shipment is indicated. After the order has been placed, the same delivery time will also be stated on the order confirmation. It is therefore never possible that during the order, the shipping day on the website, is different than on the order confirmation.
If an item is missing?
If your order is missing an item, it may have shipped separately from a different fulfillment center and arrive in a different box later. You can track each package and see which products were shipped in each box.
If all boxes for your order have been delivered and an item listed in the enclosed packing slip is missing from your order, you can request a refund or replacement with just a few clicks at Contact Us Center.
If I receive an incorrect item?
If you received an incorrect item in your order, please Contact Us. If the product you received is like the product pictured online, you may have received an updated version of the product with a new label and/or similar name. We may request pictures of the product you received to help in the processing of your refund or replacement request.
If the item I received is expired?
We follow specific protocol, including conducting frequent inventory checks, to ensure we are delivering you the freshest items possible. In the unlikely event that you receive an item that is expired, please Contact Us directly so we can solve the issue.
03. Items Received
If you receive a damaged or defective item?
If you receive a damaged or defective item in your order, please request a refund or replacement (you can do it online with just a few clicks!) and wait until your request is approved before discarding any damaged boxes, packaging, or products, as we may request pictures of any damages to help in the processing of your request.
Pictures of the damaged product or order in the condition it was received help our packing teams improve. If any additional information is required to process your request, we will contact you by email
If an item is cancelled from my order?
Sometimes, item(s) or orders may be canceled by us for various reasons, including (but not limited to):
- Item(s) out of stock and unavailable for shipment.
- Issues in processing your payment information.
If your order or item(s) in your order are canceled, we will send an email notification listing the reason for cancellation. You will not be charged for any canceled items that are not shipped.
04. Returns, exchanges and complaints
If you refuse any shipment?
- Returned products must be unopened and sealed, unless defective and Refused Shipments.
- They must be returned within 30 days.
- We will not charge any restocking fee.
- We will not refund the shipping charges.
- Once a product is returned, refund amount will be credited back to your account within 7 business days.
- After 30 days, no returned products will be credited.
If I entered the incorrect shipping address?
Please contact us via chat or phone (1-510-324-2903) immediately and we will do everything we can to re-route your package to the correct address. However, depending on the shipping carrier and the package’s status, we may not be able to re-route your package.