- Shipping
We ship out orders on the same day, Monday through Friday, as long as the order has been placed prior 2:00PM Central Time.
- How long will it take to receive my order?
Our standard, free shipping option is FREE of charge for orders over $100 and takes between 1 and 5 days to any address in the US.
Our standard free shipping service utilizes UPS Ground and USPS Ground. Keep in mind that orders placed near weekends and holidays may take longer, and we can not be held responsible for unexpected delays.
If you need to order less than $100, we charge a small fee ($10.00) to help offset the cost of shipping.
If you need expedite shipping, we do offer UPS 2nd Day Air and UPS Next Day Air with an extra charge.
UPS NEXT DAY AIR: If your order is shipped out on Friday, please expect to receive the package on the following Monday (Next business day)
**Please note that delivery dates are provided by the courier, which can be subject to change. In case of any delays or questions on your order, please contact the courier directly as we only purchase the shipping from them. Also, please allow extra time if ordering during the busy holiday season to account for larger demands on carriers.
- How do I track my package?
You can track you package with the tracking number we email to you.
For delivery, we will text you right after we drop it off.
- Lost or missing package
We will assist you via our customer service email to provide you with updates and information on the transit-process and your order but cannot be held liable for the parcel after it leaves our warehouse and is hand over to our carrier.
In case tracking information states your order has been delivered without receiving your order, please see the following:
- Verify the shipping address
- Look for a notice of attempted delivery
- Look around the delivery location for your package
- See if someone else accepted the delivery
- Some packages travel through multiple carriers; check your mailbox or wherever else you receive mail.
Delivery issues are out of our hands, and we can not replace lost or stolen packages. We do not offer refunds for packages that are claimed as lost or stolen once the carrier marks it as delivered. Your unique tracking url has an option to reach out to the shipping provider and escalate a delivery as missing if such an issue arises. We will always assist with claims for lost or damaged products but cannot issue refunds of products until the carrier pays us.
- Address changes after an order has been placed
Our responsibility is to ship to the address which was provided on the order confirmation by the customers. Although we will attempt to accommodate changes of address after your order has been paid for, we make no guarantee of a new delivery address. Any mis-deliveries due to a parcel going to other address are not considered refundable. Once a package departs our warehouse, we are not able to take responsibility for mis-delivered packages in the event that the change of address was not processed by a delivery carrier in time for the delivery to be redirected.
- Shipping delays
Our shipping carriers will do their best to deliver within 1-5 business days, but at times there may be delays that are out of our control. During peak holiday seasons we recommend that customers allocate up to 3 weeks to receive their delivery, although such delays are very rare. Because not all shipping carriers operate on weekends, we do not include Saturdays or Sundays when calculating a 1-5 business day delivery window.
- Can I return my order?
In order to protect the integrity and safety of our formula inventory, we do not accept returns. Our products all come to us direct from the manufacturers in Europe, which means we are in control of their handling and storage every step of the way before they reach our customers.
If your baby doesn’t like the product initially, then please remember that your little one may need to get used to a new formula. We take safety extremely importantly and once the food has left our hands we cannot accept it back. As parents we know how critical it is that you receive safe product of excellent provenance.
If, however, the inner foil containing your formula powder arrives damaged or compromised, please contact us at [email protected] for resolution.
- If your order is incorrect
Although rare, fulfillment mistakes happen from time to time. But if your delivery doesn’t contain the products you ordered, we’ll send an immediate replacement free of charge.
Here’s how to claim a replacement for an incorrect order:
- Take a photo of the products you received, and their packaging
- Email the photo to us at [email protected]
When we get your email, we’ll send the correct order out straight away. We’ll also include a shipping label so you can send the incorrect products back to us.
Please contact us within 3 days of receiving the product.
- Can I cancel my pick up order after it's marked Ready?
If you want to cancel an order after it has already been dropped off at the store (Ready for pick up), there is a $5 handling fee that will be applied on your refund. This will be waived if you choose to be refunded through store credit.
- Cancellation policy
We can cancel order only before it's processed or shipped. However, 3% credit card transaction fee will be minus to the total refund.
Credit card processing fee from payment provider is non-refundable, it means we don't get the money back when the customers change their mind. It sadly make a huge impact on our overall cost of transaction. We also work around the clock to prepare your order and have it shipped out as soon as possible. Your order might be packed and ready to shipped out, before you receive the shipping confirmation.
- Should I be concerned if the box was damage during the shipping?
If it’s formula that was damaged, then you will need to check that the internal aluminum pouch is not damaged. The cardboard boxes are made of organic cardboard that’s fragile and unfortunately the shipping process does occasionally dent the boxes.
