Refund and Returns Policy

Refunds/Returns

Due to the hygienic and perishable nature of baby formula, we are unable to accept any returns on products that have departed from our warehouse. Therefore, we can’t do any refunds on them. It is important that we’re able to keep our inventory stocked so that we have products customers need when they need them. Furthermore, we’re not willing to compromise our standards to resell returned products. Everything we sell is new and unopened.

Baby formulas are considered non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food), custom products (such as special orders or personalized items), and personal care goods (such as beauty products).

Cancellations

Orders may be canceled within three hours of being placed. For orders made after 9 PM Eastern, cancellations must be completed by 11:59 PM Eastern Time. Unshipped orders made on Friday can be canceled until 11:59 PM Eastern on Sunday night.

Damaged Items

Items are considered ‘damaged’ if the internal bag has been punctured for boxed items, or if the can has been punctured for canned items. We make careful packaging and processing a priority, though sometimes cosmetic damage does occur (eg: dents in cans or creases in boxes). We will not issue refunds or replacements for items with cosmetic imperfections. Damage claims must be made within three days of receipt. Please keep your original packaging, as we’ll need it when we contact the relevant shipping carrier. In addition, claims must include photographic evidence of the damage to be considered.

Incorrect Items

We strive to process every order quickly and accurately. Despite this, incorrect items are received on rare occasions. In the event that you receive an incorrect item(s) in your order contact us immediately. We’ll do what is necessary to rectify the situation and make sure you get the product(s) you ordered. Please keep the original packaging as it helps us to prevent future fulfillment errors.

Delivery Problems

Once an order leaves our warehouse, it becomes the responsibility of the shipping provider. For that reason, if any issues come up you’ll need to contact the shipping company directly. It is the customer’s responsibility to fulfill any requirements a shipping company might have to facilitate delivery. This includes being available at the time of delivery. If a package is marked as delivered but you can not find it, contact the shipping company. We will provide any assistance or information neceessary to help resolve shipping issues, but we are unable to provide refunds on packages that are recorded as ‘delivered’ by the carrier.

Incorrect Address Information

It is the customer’s responsibility to verify that all address information has been provided correctly. Our support staff will attempt to accommodate address changes and re-routing after an order has been place but we can not guarantee it. Orders that are shipped to an incorrect/outdated address that has been provided by the customer are not eligible for refund or replacement. Our fast turnaround and delivery means tight logistics and turnaround times. For this reason, it’s essential to double check all information for accuracy.

Delivery Delays

Once an order leaves our warehouse, it is the responsibility of the shipping provider. They do their best to deliver Express deliveries within 2-5 business days. Occasionally, shipping providers may sometimes encounter delays that are outside our sphere of control. During peak holiday shipping season, we suggest that customers factor in possible delays of up to three weeks. Although this type of delay is rare, it can happen due to high shipping volume and/or other issues. Delays caused by the carrier, including import/customs delays, are beyond our control and not eligible for refund.

Product Packaging Changes

From time to time, manufacturers will change or update their packaging and/or branding. While we make sure that all inventory received in our warehouse is fresh, we cannot be responsible for this type of cosmetic discrepancy. We try to keep our product descriptions and photographs up to date, but customers may occasionally receive packaging/branding that is more current than reflected on our website. Any discrepancy of this type is not eligible for refund.