Frequently Asked Questions.
01. Orders
When will I receive my order?
After placing your order, it typically takes 1-2 business days for us to process it. Once processed, you can expect delivery within 3-5 business days depending on your location. You will receive an email confirmation with tracking information so you can monitor the status of your shipment in real time. Please note, shipping times may vary during peak seasons or holidays.
Can I track my order?
Absolutely! Once your order has been dispatched, we will send you a tracking number via email. You can use this number on our shipping partner’s website to get live updates on your delivery. If you don’t receive the tracking email, please check your spam folder or contact our support team.
Can I change or cancel my order?
We understand that mistakes happen, so you have a limited window of time to modify or cancel your order before it ships. Once the order is dispatched, changes or cancellations are no longer possible. To make modifications, contact us immediately after placing the order, and we will do our best to assist you.
What should I do if my order is delayed?
If your order hasn’t arrived within the estimated delivery time, please check the tracking information for updates. In some cases, delays can occur due to customs processing or high demand. If you’re concerned about a significant delay, feel free to contact our customer support team for assistance, and we’ll investigate the issue.
02. Shipping
Do you ship internationally?
Yes, we offer international shipping to a range of countries. During checkout, you’ll be able to see the available shipping options and rates for your location. Please note, international shipments may be subject to customs fees or import taxes, which are the responsibility of the customer.
What are the shipping costs?
Shipping costs are determined based on the size and weight of your order, as well as your shipping destination. The exact shipping fee will be calculated during checkout before you complete your purchase. For domestic orders, we offer flat-rate shipping, and free shipping may be available for orders over a certain amount.
Can I expedite shipping?
Yes, we offer expedited shipping options to ensure faster delivery. These options can be selected at checkout, and the estimated delivery time will be displayed based on your location. Please note that expedited shipping costs more than standard shipping, and availability depends on your location.
What happens if my package is lost?
If you suspect that your package is lost, first check the tracking information provided to confirm its status. If the carrier has marked it as delivered but you haven’t received it, contact our customer service team immediately. We will work with the shipping carrier to resolve the issue or replace your order, if necessary.
03. Payments
What payment methods do you accept?
We accept a variety of secure payment methods, including major credit cards (Visa, MasterCard, American Express), PayPal, and digital wallets. All transactions are encrypted and processed securely to ensure your financial information remains protected.
When will I be charged for my order?
Your payment is processed immediately upon checkout. Once your order has been successfully placed, you will receive a confirmation email with your order details. Please ensure your payment information is correct before submitting the order, as payment authorization may take a few minutes.
Are my payment details secure?
Yes, we take the security of your personal and payment information very seriously. All payments are processed through encrypted and secure systems, ensuring your data is protected from unauthorized access. We do not store any of your credit card information on our servers.
Can I use multiple payment methods?
At this time, we do not support splitting payments between multiple methods. You must complete your order using one payment method. However, we accept a wide range of payment options, including debit, credit, and PayPal, to make it convenient for you.
04. Returns & Refunds
What is your return policy?
We offer a 30-day return policy for unopened and unused products. If you are not satisfied with your purchase, simply contact our customer service team to initiate a return. Returned items must be in their original condition and packaging. Once we receive the returned product, we will process a refund or exchange as per your request.
How do I request a refund?
To request a refund, please contact our customer support team with your order number and reason for the return. If your product is eligible for a return, we will provide you with instructions on how to send it back to us. Once we receive and inspect the product, your refund will be processed within 5-7 business days.
Will I be refunded for shipping fees?
Shipping fees are generally non-refundable unless the return is due to an error on our part (e.g., defective product or incorrect shipment). If a product is returned for reasons such as dissatisfaction or change of mind, the customer is responsible for return shipping costs.
How long does it take to receive a refund?
Refunds are typically processed within 5-7 business days of receiving your returned item. However, depending on your bank or credit card provider, it may take additional time for the refunded amount to reflect in your account. We will notify you via email once your refund has been processed.
05. Products
Are your products tested?
Yes, all of our products undergo rigorous testing to ensure they meet industry standards for quality and safety. We work with third-party laboratories to verify the purity and effectiveness of each product. You can view product-specific lab results directly on our website for complete transparency.
Do you offer any warranties?
We stand behind the quality of our products and offer a limited warranty on select items. If a product arrives defective or becomes faulty under normal use, please contact our support team to learn more about warranty coverage and how to request a replacement.
How can I find more details about a product?
Each product page contains comprehensive information, including ingredients, usage instructions, and specifications. If you have any additional questions, feel free to reach out to our customer service team, and we’ll be happy to provide further details.
Can I request custom products?
Currently, we do not offer custom or personalized products. However, we are always looking for ways to expand our offerings, so stay tuned for any future updates or product launches.
06. Account & Security
Do I need an account to place an order?
No, you can complete your purchase as a guest. However, creating an account allows you to save your shipping details, view past orders, and track shipments more easily. It also speeds up the checkout process for future purchases.
How do I reset my password?
If you forget your password, simply click the “Forgot Password” link on the login page. Enter your email address, and we will send you a link to reset your password. Be sure to choose a strong, secure password to protect your account.
Is my personal information secure?
Yes, we prioritize the protection of your personal data. Our website uses SSL encryption to ensure all information entered is transmitted securely. Additionally, we never share or sell your personal information to third parties.
How do I update my account details?
To update your account details, log in to your account and navigate to the “Account Settings” section. From there, you can modify your email address, shipping information, and password. If you encounter any issues, our customer support team is happy to assist.
