SHIPPING & RETURN POLICY
All packages are shipped via U.S. Postal Service (USPS). If you’re trying to estimate when a package will be delivered, please note that credit card authorization and verification must be received prior to processing. Although we try our best to fulfill orders within 24 hours, please allow 1-3 business days for processing before your order is shipped. Orders placed after 12:00 PM MST during regular business days (Monday-Friday) are typically processed the next business day.
U.S. Domestic Shipping & Handling Costs
You will have several shipping options depending on your order size. All the shipping price quotes are pulled directly from USPS's website, so you only pay what we are being charged. Scheduled delivery date depends on origin, destination, and drop-off time.
We offer a flat-rate shipping cost of 3.99 for orders under $59 and free shipping within the U.S. over $59.
Most Common USPS Shipping Methods
Over 1lb=USPS Priority/Padded Flat Rate Envelope
Typically used for El Jefe/Sicario/Bomba and stacks
Under 1lb=USPS First Class
Typically used for Caliente/Demonio/Fuego Shred Stack
COVID19 Impacts On Shipping
We continue to work hard to best serve you. There has been an uptick in shipping issues due to COVID-19, most common issues we have seen:
- Delays in shipment (1-3 days)
- Package tracking number not updating
- Package remaining “stuck” at a post office
Please allow some extra time for packages to arrive. We do keep an active record of customers experiencing issues however, the expectation is we take action when you contact us.
International Shipping & Handling Costs
We ship worldwide however, we cannot accept payments from some non-U.S. financial institutions. We are currently exploring options to accept these type of payments.
We also ship to any APO/DPO/FDO shipping addresses (make sure you put your country to "U.S." when shipping APO/DPO/FDO).
You are responsible to know the import regulations for your country. Please research all supplements to ensure that they are legal for importation PRIOR to ordering. Once the order has left our premises we cannot be held responsible for customs delays. Most countries will have no trouble but we post this disclaimer in the off chance that there is an issue.
Please note that if you select USPS First Class International as your shipping method, USPS has no obligation to update its tracking location once it departs an international distribution center here in the U.S. We can call on your behalf but please understand they don’t even have to make a case. Once it ships, there is nothing we can do. Now with Priority International, we have more flexibility and the tracking number will update throughout its entire journey to you.
If, by chance, the order is returned to us and you wish to have a refund then we will do so only after we have received the goods back. The refund will be calculated as Total cost less shipping and a 15% restocking fee for a total of an 85% refund not including shipping.
We provide tracking information for all orders so please be diligent and keep track of your orders' progress through the mail system.
We do not have a reship policy. We DO assume that all clients are aware of their own countries' laws and therefore you are responsible for dealing with your countries' customs.
Please know your own import regulations before ordering. It is your responsibility. If customs does not return the products to us we cannot issue the 85% refund to you.
If your order is denied entry into your country, we strongly advise attempting to have the items sent back to us and we will refund your order less shipping and a 15% restocking fee.
We do not accept returns or apply refunds for damaged/missing/stolen products that arrive (international orders). We DO NOT apply refunds for lost packages in transit. If any of this applies, you must contact the carrier.
As you probably know, supplements can sometimes be seized at customs. We do our best to prevent this, but we make no guarantees. Once the products leave our warehouse, there is nothing more we can do. Many shipments arrive within 2 weeks, however in some rare cases, shipment can take 45 days or more. Unfortunately, we have absolutely no way to control transit times or customs decisions. Make sure you know your country's laws on restricted products!
Sometimes we experience issues with international orders and sometimes our processor flags them. If your order is flagged, we will take actions to reach out and execute the following:
- Ask you to send us a voice note via Whatsapp to confirm your name and order, and where you found out about our store.
- Ask to verify your shipping address in the following format:
Street Address 1:
Street Address 2:
- Remind you that shipping times are slower than usual due to transportation issues (because of COVID19). Also, note USPS First Class postage does not provide tracking once it leaves the U.S.
If we cannot get the above, we reserve the right to cancel your order.
You may send us a refund inquiry here or directly to email@example.com. We will only accept returns if it is due to damage that is our fault or manufacturer defects within 30 days of original purchase. If the item that you receive is damaged, then please contact us and we will send out a replacement free of any shipping costs to you. You must notify us within 3 days of receipt of shipment (when stated DELIVERED on the tracking number provided with your shipment).
We only deal with claims pertaining to purchases made directly with us. If you purchased one of our products through a retailer/reseller, you must go through them.
The following will be needed:
- Proof of Purchase
- Tracking Number
- Customers Name
- Order Number
- Lot Number(s)
If a product is missing from your order or if your order did not arrive, then please contact us and once we verify the legitimacy of the claim then we will send the missing item to you. All orders are documented and are photographed prior to shipping to avoid any fraudulent claims.
COVID19 Impacts on processing returns
As of late, USPS has been requesting that the receiver bring the damaged product to their local post office for inspection to award us the claim proceeds.
While the changes of your product coming to you damaged is less than 1%, if this were to apply to you we ask that you be prepared to either go to the post office with the damaged product or ship the damaged product to us (return postage for this situation will be covered by us).
NO REFUNDS ON LIMITED EDITION ITEMS.
NO REFUNDS ON INTERNATIONAL ORDERS
NO REFUNDS ON PRE-ORDERS.
Contact us with your issue to begin the process and return address.
Please include a print-out of your receipt inside your package.
Customer Issue Scenarios and Our Responses:
- I got my addresses mixed up/forgot my apartment number, how can we get this re-directed/reshipped to me?
We ship your order to the address exactly how you type it in. If we find errors in spelling or the address is not recognized, we will reach out to you on the matter.
Once you discover the error please notify us as soon as possible. If we are notified before it ships we will make your requested changes no problem. However, if the package already shipped the most likely outcome will be USPS will sent it back to us (the sender). USPS will never re-direct a package to another address. Very rarely will they leave the package at your local USPS office (if you forgot unit number, apartment number, etc.). Their position on the topic is it is up to the receiver of goods (you) to fill out the shipping address correctly.
If you fill out your shipping address incorrectly, you did not notice your address was submitted not as intended or you forgot a detail such as your apartment number, unit number, etc. (second address line) we do not hold liability.
We can re-ship your package however, we will need to collect additional payment to us. We offer flat rate shipping for U.S. orders of $3.99 or free shipping over U.S. orders over $60. We eat shipping costs for your initial shipment and for reshipping under these circumstances we will need to charge you additional to reship your order. We will send you an invoice and once we receive payment, we will reship it.
If you place another order and these circumstances apply, we will include the item to be reshipped free of any reshipping fees.
If these are not options you are interested in, we can apply a refund once the returned product reaches our facility. We will refund your order minus the actual shipping costs. We will email you with proof of postage value before we apply the refund.
- My card was charged twice for one order.
Whenever a card number is entered correctly, almost all banking institutions will automatically assigns those funds in the amount of the order as “pending”. This is done to ensure the buyer has enough funds for the order and stays set to the side until the batch settles. On the backend, the customers banking institution will send codes to the merchants Gateway (the middle man). Our Gateway Security Suite may decline transactions because of certain mis-matches or behaviors. If everything looks good to the Gateway according to criteria set, the message will go through to the processor, and the processor will then pull those funds from your institutions. If it doesn’t look good to our Gateway, code will be sent back to the buyers banking institution to basically say we decline this transaction.
All this backend talk is not an instant process. There are settlements that occur in batches that finalize this process. Typically, this takes one-two business day and once the Gateway sends back the info to the buyers banking institution, its all up to that institutions to set those funds not as “pending”.
In these situations, there is no payment to refund as It should resolve itself in a few days.
- I accidentally clicked on a post purchase offer and would like to take it off my order.
Sometimes we run post offer purchases to enhance customer experience. If you click on this offer unintentionally, please notify us with 24 hours. Our system will always send you a confirmation email and from that confirmation email you can verify your order details.
If it ships, there is nothing we can do. We have to wait until it arrives to you.
Once it arrives, we will request that you send it back to us and we will provide a full refund if product conditions are the same as when it was sent to you. Check our Return Policy for full details.
- I saw a post purchase offer and tried to click on it but the page wasn’t working.
Send us an email at firstname.lastname@example.org and we will send you an invoice via PayPal (you can pay without a PayPal account).
Once the invoice is paid, we will manually modify your order to reflect the changes.
- The tracking number is not updating/taking forever to get delivered
We will call USPS to open a case and get an update. Its takes around 4-5 business days to hear something from USPS. Typically they will fix themselves and update the tracking number. We have a board to track customer issues but if you are still having issues after we have taken action please reach out. Also understand that we have to wait for them to investigate, take action and call us back. We will pass on information ASAP. This has been a more common issue since the COVID-19 pandemic.
As USPS states on their website, their delivery days are only estimates. Everything is delayed because of the COVID-19 pandemic.
If the package does not get delivered 30 days from the day it shipped per the tracking number, we will reship. This is because that is the criteria to file a claim with USPS.
- The tracking number says “label printed”
We will look into this and provide an update within 1 business day. This either means we did not ship it yet, we shipped it using another shipping label or USPS did not scan the package coming in.
- It says delivered but it really wasn’t
We will call USPS on your behalf to open a case. In our experience, USPS either sent it to the wrong address (a neighbor) or mismarked it in their tracking system.
USPS will open a claim and investigate. If they determine they are not liable we cannot claim the loss with them. Therefore, these situations are handled dynamically.
- Package looks fine, but when I opened the lid there was a small amount of powder around the inner ribs under the lid cover.
Sometimes when the mixed powders are dispensed into the bottle, a spillage could have occurred, meaning a very small amount of powder got on the outside of the bottle opening. It then goes through the production line and the seal gets applied, cap is twisted on and the bottleneck seal is applied.
Now when you open it, there is a very small amount of powder on the rim, inside of the cap and on the ribs where the cap was twisted on.
It was most likely from an insignificant spill that occurred in production. If the Inner seal is cracked, ripped, or otherwise damaged, then there is an issue.
- The lid is cracked and powder leaked inside the package
This qualifies for a reshipment. Please email us at email@example.com
Chargebacks will not be taken lightly and will subject the client to being put on the no-sell list. SHIPPING FEES ARE NON-REFUNDABLE. Customer is also responsible for paying return shipping charges. All approved refunds will be provided as a credit to the credit card used at the time of purchase within (7) business days upon receipt of the returned merchandise. Please always contact us first because most issues can be resolved very easily. Each order is processed, handled and shipped with extreme care. We will work with you and each case is handled individually.