Received a damaged boxASU
All products are well packed and shipped on our side. Unfortunately, we cannot control shipping companies, and can't compensate for the reason why the box is damaged. When you received a damaged package but the product inside the box is not damaged it does not count as a damaged item. Thus, there is no refund/store credit/replacement. When the product inside the box is damaged, then we can accept claims within 2 days from delivery.
Package status says “Delivered” however package is not yet receivedASU
We basically send the tracking number by email. If you did not receive it, there is a possibility that this email was put in a spam folder. Once you find it, you can track it on the logistics website.
In case if the status of the package is “delivered” but you have not received it and fail to find any update for 7 days from the shipping date, we recommend you contact your local logistics carrier.
We recommend you follow the below steps before reaching out to us.
- Check order status on logistic providers website.
- Note delivery date and time.
- Contact the local logistics provider office.
- Try to get direct contact information of the designated courier at that time.
If no solution after following these steps, contact us at firstname.lastname@example.org
We will request an investigation with the logistics side. It can take up to 30 days from the claim date. Unfortunately, we can take no action for 30 days if there is no update from logistics. If we receive an update before the time frame, we will do our best to reply to you as soon as possible.
What if the ice pack gets warm and melted when I receive my parcel?ASU
Toxins are packed with ice packs. In case the ice packs are melted during the shipment, the temperature remains below 8°C, as the package is well insulated and no air can get inside it. This temperature is acceptable for up to 7-8 days.
However, during summer season despite proper packaging, products may arrive in relatively warm condition. As we have stated on our Terms and Conditions, product may lose its efficiency up to 10% based on our experience and tests results. But you will still see good results, because when the product is stored in a temperature higher than 8°C, it will only lose some % of active ingredients. Toxins will still be effective and not be dangerous.
For products like Innotox, manufacturers have informed that it is already diluted, has heat resistance and can be stored up to 40°C. It is still highly recommended that the products to be stored in the fridge upon receiving.
Product description is provided with every package, which contains all information. Contact us for any issues regarding the storage process.
How do I track my order?ASU
A confirmation email with the tracking number will be sent after the order is processed and prepared for shipment.
Please check both inbox and spam folders for an email with tracking information.
If you don’t receive the email with tracking number within 5 business days of placing the order, you can contact us at email@example.com
What is the estimated shipping time?ASU
It takes from 2 to 7 business days for packages to reach customers' locations worldwide once it is shipped out. However, due to the flight schedule or customs issues, it may be delayed sometimes.
The shipping time depends on the local logistics courier schedule for the remote area.