We understand how frustrating it can be when your order doesn't arrive as expected. Mistakes can happen during packaging, and sometimes the wrong item, a damaged product, or a missing item might unfortunately make its way to you. Please know that we're here to help and want to make things right as quickly as possible.
Here's a guide to what happens when you experience an issue with your order:
If You Received the Wrong Product:
- Please contact our customer support team as soon as possible. Let us know which item you received that wasn't what you ordered.
- If possible, please send to us a clear photo of the incorrect item. This helps us understand the mistake and improve our processes to prevent it from happening again.
- Once we confirm the error, we'll get the correct item shipped to you. We'll let you know the expected delivery timeframe.
- In some cases, we may ask you to return the incorrect item. If this is the case, our support team will provide you with clear instructions on how to do so.
- We'll keep an eye on the delivery of your correct order to ensure it arrives safely.
If You Received an Incorrect Quantity of Items (Missing Bottles or Capsules):
It's frustrating when your order is incomplete. If you're missing items:
- Please contact our customer support team right away and let us know which items were missing from your order.
- We will double-check your original order and our shipping records to confirm the discrepancy.
- Once confirmed, we will arrange for the missing items to be shipped to you. You'll receive an estimated delivery timeframe from our support team.
What Happens After You Contact Us:
- Our dedicated customer support team will be there to guide you through the process.
- We may need to gather some information from you, such as your order number, photos of the issue, and a clear description of what went wrong.
- We will keep you informed about the steps we are taking to resolve the issue, including when a replacement order has been processed and shipped.
- Please note that replacement orders are typically processed and dispatched within 1 to 3 working days. We appreciate your patience.
Our goal is to ensure you receive exactly what you ordered and that you have a positive experience. If you encounter any issues with your order, please don't hesitate to reach out to our friendly Customer Support team. We're here to help you get the correct products and get back to enjoying your purchase!
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