NOTE: ALL shipping discounts and subscribe & save offers apply to domestic orders only.
When are orders shipped?
Orders placed after 9am Eastern may not be shipped until the following business day.
If you placed a domestic pre-order, the pre-ordered items will ship once they are in stock. The available items will ship right away.
If you placed an international pre-order, your entire order will ship once the pre-ordered items are back in stock.
Depending on where you are located, some items may be packed cold. When you receive your package, please double-check each pouch and package as they may be contained in a smaller inner container. Any COLD packed items placed after 9am Eastern on Thursday, may not be shipped until the following Monday.
Orders are NOT processed over the weekend or on national holidays and will be shipped on the following business day.
How are orders shipped?
Domestic Orders (United States)
All domestic orders (United States orders) are prepared, packaged, inspected, insured, and shipped out from our USA warehouse. We use domestic transportation services provided by USPS (2-day shipping via FedEx) to make deliveries across the entire US including Hawaii, Alaska and outside territories.
All domestic orders over $100 will be shipped FREE via USPS.
View USPS's policies here: https://www.usps.com/ship/priority-mail.htm
View FedEx's rate sheet and transit times here: Calculate Shipping Rates | FedEx
International Orders (outside of the United States)
All international orders are currently prepared, packaged, inspected, and shipped out from our USA warehouse. We use international transportation services provided by DHL to deliver across the world.
If this is your first time buying from the United States: please ensure to look into your country's import process to fully understand the import process and to determine if there will be any customs taxes levied on the package. As a general observation: if you pay a local sales tax for goods and services, you will most likely encounter the same kind of taxation during the import process. Every country is different so please ensure to understand your country's import process.
NOTE: International orders may be subject to Customs Duty charges upon receipt of the package.
Duties and taxes are not included in the price of the goods you purchase, and are not included in the overall shipping costs you pay to for freight/shipping costs.
When goods are not shipped domestically (within your country) or within a single customs union, such as the European Union, they may be subject to a customs duty, which is a tariff or tax imposed on goods when transported across international borders.
You may be liable to pay any inbound duties and taxes which your local customs authority deems appropriate.
What should I do while I wait?
Domestic (United States) Orders
It may simply be misplaced by the delivery driver or mis-scanned by the driver and arriving later than originally stated.
While you are waiting, please:
• Check around your mailbox, porch, any hidden areas and see if the delivery driver placed it there.
• Check with your neighbors and see if they have received your package.
• Drop a note in your mailbox with your tracking number so that your daily USPS driver can look into it too.
Your original package may actually come in one day due to carrier errors and if that is the case please do let us know and we can provide you a free return label to ship it back to us.
International (outside of the United States) Orders
Your package is most likely at your local DHL office. Please make sure to call your local DHL office and provide the tracking number to begin an investigation first.
Then contact us and we'll immediately start a formal inquiry with DHL to locate your package.
Refunds & Returns
Please read below because we have a different approach for opened and unopened products. Please complete this form with our Customer Care team. We'll review your request and do our best to resolve all requests within a few business days.
We ask that you send the unopened bottles back to us in the same condition that you received it, within 45 days of the date of purchase for a refund. To be eligible for a refund, your returned items must be unused and in the same condition that you received it. All returns are subject to a 15% restocking fee (excluding those that are due to an error on our part). Additionally, The Ruscio Institute places a maximum $750 return limit on any order. Refrigerated products are not eligible for return or refund.
If you bought more than one bottle of a supplement on your first purchase or if your product is unopened, and you wish to return them, upon completion of the form above, we will send instructions on how to return the products to us.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within 10 business days.
Shipping costs are non-refundable. For international orders, applicable customs, duties, and taxes are not refundable.
When you select to use your own shipping method, we highly recommend using a trackable shipping service AND purchasing shipping insurance. We cannot guarantee that we will receive your returned item without a tracking number.
First time customer? If you have just ordered from us for the first time, tried your new supplement, and found that it's not for you, we can offer you a full refund-- no return necessary. Please note that the First-Time-Purchase Guarantee is only valid for your first time purchase from our store, and for one (1) single opened item. It is redeemable up to 45 days after the purchase date.
If you purchased any additional unopened containers you wish to return, you may do so within 45 days of purchase. These returns will be subject to a 15% restocking fee. To be eligible for a refund, your returned items must be unused and in the same condition that you received them.
Late or missing refunds (if applicable)
• If you haven’t received a refund yet, first check your bank account again.
• Then contact your credit card company, it may take some time before your refund is officially posted.
• Next contact your bank. There is often some processing time before a refund is posted.
• If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
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