- Orders & Payments
- Returns & Refunds
Once an order has been fully submitted, the customer will see a pending transaction on their bank account to authorize that the funds are available. The card will not actually be charged until the order ships, and then the pending transaction will actually post to the account.
As long as the order has not already been processed, we are more than happy to make changes to your order once it's been submitted. Just reach out to our customer support team so they can assist you.
At this time, we are only able to ship within the United States, although we are looking to expand to other countries in the future.
We try to ship your order as quickly possible and generally ship all orders within 48 hours Monday through Friday as long as the items are in stock. If you're requesting the order to be shipped on an expedited method, please be aware that processing and deliveries do not include weekends, meaning an order submitted Friday for overnight shipping will not ship until Monday. If you're unsure of which method to select when placing your order, please reach out to us for help.
If your purchase is within 30 days and you would like to request a return of a product to us, simply send an email to firstname.lastname@example.org containing your account name, order number if you have it, the product you are wanting to return, and the reason for the return request. Someone from our customer support team will be in touch with you for the next steps, including a shipping label for you and if applicable, refund information regarding your purchase. Please note: Sample Kits cannot be returned or refunded once they have left our facility.
If the return was authorized along with a refund, the shipment must first be received back in the same condition as discussed customer support at the time of the request. After receipt, the promised refund will then be issued to the card originally charged. We submit the refund within 24 hours of receipt of the shipment, then depending upon how quickly your bank processes these transactions, it can take 7-10 business days for the funds to deposit back into your account.
We ask that you contact us prior to sending any shipments back to avoid the shipment going to the wrong location or being lost, which will create a delay in your refund. Please submit your return request to us at email@example.com so we may authorize the return and provide you with the prepaid shipping label.