We understand that some products, like vitamins and supplements, can be sensitive to high temperatures. This article explains what to do if you believe your item was damaged by heat during shipping.
Understanding Heat Sensitivity
Some products are sensitive to environmental conditions because their active ingredients can be affected by extreme exposure to heat, light, or humidity.
- Affected Products: This most often applies to items like vitamins, probiotics, and other nutritional supplements.
- What Happens: When exposed to excessive heat, these products can begin to degrade. This means they can lose their effectiveness and potency, providing lower levels of the intended vitamins or nutrients.
- Temperature Threshold: This degradation process can begin when products are exposed to temperatures above 120℉ (48.88℃). While we take precautions, extreme weather during transit can sometimes impact an order.
What To Do If Your Item Arrives Damaged by Heat
If you believe an item in your order has been damaged or compromised by heat exposure, please follow these steps so we can help.
- Let Us Know: Report your order issue here. Be sure to have your order number ready.
- Take a Clear Photo: Please take a photograph of the damaged item(s). Photographic evidence is required for our team to assess the situation and process your request.
- Submit Your Information: In your message, please include your order number and attach the photograph of the damaged product.
Our Resolution Process
Once you've submitted your request, our team will work to find a solution for you. Here is what you can expect:
- Review: Our team will evaluate your case individually. Please allow up to 48 hours for your request to be reviewed.
- Resolution: Once the review is complete, we will determine an appropriate resolution, which may include a refund or store credit for the damaged item.
- Refund Timeline: If a refund is approved, please note that it may take up to 35 days for the funds to be fully processed and appear back in your financial account, depending on your bank's policies.
We appreciate your understanding and are here to ensure you are satisfied with your products.