United States only, and shipped from inside it
Every order goes out from stock held inside the United States, and that is currently the only place we ship to. No international options at checkout, no customs forms, no parcel sitting at a border for weeks. If you're outside the US, the honest answer is that we can't help you yet.
Orders are processed within 1 business day. Standard US delivery typically runs 3 to 7 business days after that, and the tracking number is emailed at dispatch. The date shown at checkout is calculated from your address and the method you pick, and it beats any estimate we could print here.
Prices are in US dollars, and any shipping threshold or active free shipping offer appears in the cart before you pay, so there's nothing to calculate in advance.
Where that estimate comes from
Delivery windows at checkout come from carrier data for your area, not from a flat promise we make to everybody. That matters if you're ordering for a trip or a deadline: the same standard window can be 3 days for one address and 7 for another, and the checkout figure is the one to trust. Tracking arrives by email at dispatch, which is the moment the clock really starts for you.
If a parcel runs past its window, get in touch with the order number rather than waiting it out. The tracking history usually shows where it stopped, and that is quicker than guessing.
When the box looks wrong
Take a photo before you open anything else. A shot of the outer packaging plus the damaged item is usually enough, and it saves a round of emails. Our zinc carnosine and mastic gum capsules ship as a 120 count bottle, which is heavy enough that a rough ride can crack a closure or break a seal, so this is worth checking rather than assuming.
Report it within 7 days of delivery. Send the photograph, include your order number, and we'll arrange a replacement or a full refund. Where the item arrived damaged, defective, or was not what you ordered, the return postage is on us. Don't send anything back before you hear from us, because an unauthorised parcel can't be matched to your purchase.
Unopened versus opened, and why the line sits there
Unopened items in original packaging can be sent back within 30 days of delivery. Opened bottles can't be returned, because these are ingestible products and we won't resell something that has left our control. It's a stricter line than a clothing retailer's, and that's deliberate.
Start by emailing us with your order number, the item, and the reason. We'll reply with an authorisation and the return address, normally within 1 to 2 business days. Once the parcel is received and checked, approved refunds go back to the original payment method, and the credit typically appears within 5 to 10 business days depending on your bank.
What slows a claim down
Sending the item back before you have heard from us is the big one. So is getting in touch a month later, when the packaging has been recycled and nobody can see what the carrier did. Report within 7 days, keep the box until the case is closed, and put the order number in the first email. That's usually the whole process.
Photographs do most of the work. One wide shot showing the packaging and one close shot of the damage answer nearly every question we would otherwise have to ask, which is why a broken parcel often resolves faster than a straightforward change of mind.
Worth knowing before you plan around it: we don't run direct exchanges. If you wanted a different formula, the original goes back under the returns process and you place a new order, which is usually quicker than waiting for a swap.
If the parcel came from a subscription
Damage claims and recurring orders are separate systems. Ending the plan stops future shipments, but it doesn't deal with the bottle sitting cracked on your counter, and cancelling first can make the claim harder to trace. Report the damage, then adjust the schedule separately if you want to.
None of this needs a long correspondence. A photo, an order number, and a sentence about what happened will do it.
Frequently asked questions
Where do you ship?Show answerHide answer
Within the United States only, from US based stock.
What if my order arrives damaged?Show answerHide answer
Send a photo of the item and packaging and we will replace or refund it. No return needed.
Can I return an unopened item?Show answerHide answer
Yes, within the returns window and in original condition. Contact us first.
These statements have not been evaluated by the Food and Drug Administration. This product is not intended to diagnose, treat, cure, or prevent any disease.
