Refunds & reshipments
For a qualifying customs seizure or failed product test, you may choose a free reshipment or a full refund for the affected products.
Out-of-stock items
If an item becomes unavailable after you place your order, we will contact you. You may choose an available alternative or receive a refund for the amount paid for the unavailable item(s).
We will only substitute an item with your agreement. Any price difference will be confirmed with you before the change is made.
Customs seizure
A parcel is treated as seized once customs detention has been confirmed. We will verify this with the freight forwarder.
A parcel with no tracking updates for more than 15 business days will also be treated as a customs seizure under this policy.
Missing or delayed tracking
A tracking delay does not always mean customs seizure; a parcel may be lost in transit. We will check with the freight forwarder to see whether the parcel can be located or its tracking updates recovered.
The no-update rule above still applies when the gap exceeds 15 business days.
Product testing guarantee
Our testing guarantee covers:
- Purity
- Fill volume
- Heavy metals
- Endotoxins
If testing by one of our accepted laboratories shows that a product fails any of these covered checks, you may choose a free reshipment or a full refund for the affected products.
These policies do not limit any rights you may have under applicable consumer law.
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