Refund policy
Per our wholesale terms and conditions, all wholesale orders are final sale.Â
If items are damaged or missing upon delivery, contact us within 14 days with photo or video documentation so we can assist. Outside of 14 days we are unable to assist.Â
If there are defective products please contact customer service with details so we can help.Â
If a customer of yours has a problem like a defective product or allergic reaction, please contact us so we can help. We always advise processing a return and refund on your end in the case of an allergic reaction. You do not want a customer to continue to use a product they are allergic to.Â
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For orders that are damaged in transit or have items missing, we can file a claim with the shipper or shipping warehouse as long as we have the following information and file promptly. All information must be provided within 14 days of delivery. Outside that time frame we are unable to process a claim on your order.
If items are damaged during shipping please provide this for the shipping carrier claim:
- Photos of all of the damaged items
- Photos of the inside and outside of all shipping boxes
- Photos of any damaged outer packaging and inner packaging
- A close up photo of the shipping label(s) with the tracking numbers on it
- Total count of damaged units
- If some units are sellable or there are different levels of damage, details of count of each category
- Photos of the inside and outside of all shipping boxes
- Photos of any damaged outer packaging and inner packaging
- A close up photo of the shipping label(s) with the tracking numbers on it
- Total count of damaged units
- If some units are sellable or there are different levels of damage, details of count of each category
Also, if any outer packaging is damaged, the shipping company will ask you to retain it so they can inspect it. Retain both the damaged items and the packaging so it can be inspected.Â
Once we have that information we can file a claim with the shipper and go from there.Â
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If items are missing from the package but there is no outer box damage, please provide this for the warehouse claim:
- Photos of the inside and outside of all boxes showing the items received (turn case labels up so they can be seen)
- Photos of the shipping labels on the outside of the box
- A photo of the signed packing slip that came with the box
Once we have that information we can file a claim with the shipper and go from there.Â
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If items are missing from the package but there is no outer box damage, please provide this for the warehouse claim:
- Photos of the inside and outside of all boxes showing the items received (turn case labels up so they can be seen)
- Photos of the shipping labels on the outside of the box
- A photo of the signed packing slip that came with the box
Once we have the above information we can file a claim with the warehouse and go from there.