Here are the steps for returning your product and requesting a refund:
The shipping cost and transit time of your order will depend on the total weight of your order and is based on the method of shipping you select at the time of checkout. To see a full list of available shipping methods and options, please add the desired products to your shopping cart and check available options. Some options are limited to UPS only as USPS has had issues delivering international packages during the pandemic. We are constantly opening up new shipping channels!
Order processing typically occurs within 1 business day with shipment following immediately after. Business days are Monday through Friday from 8:00 AM to 5:00 PM EST. The processing time does not count towards the transit times. The transit time begins once the order has shipped from our facility and shipping times displayed at checkout are estimates only.
As Betterbrand is a United States based company, we bill all our customers in U.S. Dollars and allow the customer's card issuing company to process the conversion. We also accept several cryptocurrencies! The pricing that we offer in local currency is a close approximate (based on exchange rates at the time of purchase). The card issuing company will then process the transaction from your account utilizing the exchange rate that they are currently offering. That amount may slightly differ from the rate of exchange that we are showing on our site. Your card issuing company may also charge you a conversion fee. Betterbrand is not responsible for these fees.
Please know that we do try to adhere to each country's individual import policies. While we do our best to make sure that we don't ship prohibited products into international markets, it is up to the consumer to double check your country's import policies before ordering. Orders that are seized by your local customs can not be refunded. For reference, BetterMind cannot be shipped to Spain and BetterLungs cannot be shipped to Japan. Most European nations limit order to 90 days worth of dietary supplements. Japan limits orders to 60 days. Orders to Belgium generally require longer to process than orders to most other countries averaging 30 days in transit regardless of carrier.
If the shipping address on your order is incorrect, please note that we cannot change the delivery address after an order has been shipped. Please know that we work directly with our shippers to help resolve address issues when possible, but we cannot be held responsible for any delays, fees, or other delivery issues if you've made an error in the shipping information on your order. If such an error causes an order to be rejected, lost or destroyed, we cannot issue a refund or replacement of any kind. If the error causes the order to be sent back to us, you may be responsible for return shipping fees and we’ll only be able to refund you for the cost of the merchandise only. In addition, we highly recommend adding your phone number to all international orders as some carriers are unlikely to reach out via email.
Although it is rare for international orders to get lost or delayed, please be aware that it can happen. Due to the import clearance process in your country and depending on the shipping method you chose, international orders can take up to 40 business days to clear customs (in very rare circumstances). An international order will not be considered ‘lost’ until 35 business days from the date of shipment. We are unable to process claims until the 40 business days period has passed. In the event your order has been lost, you must contact our customer support department at hello@trybetterbrand.com and report it as lost to us within 60 calendar days of purchase. Depending on your location and carrier selection, we’ll work to help resolve this issue. Orders that are not reported within 60 calendar days will not be eligible for refund. Refunds are not available if you choose a non-trackable shipping method and your order is lost.
If your parcel is being returned to sender due to any reason such as : Unclaimed, Incomplete/Insufficient Address, Denied Entry by Customs, Prohibited/Banned items, or being Refused, only once the parcel arrives back to our facility will a refund for the purchase price of the products minus the shipping cost be issued. Before a refund is granted, the parcel must be checked in and restocked at our facility. You may be responsible for return shipping fees. Unfortunately, unless the order is returned back to our warehouse in an undamaged and resalable condition, we can not issue a refund. We cannot be held responsible for delays and transit times if your parcel is being returned. Refunds issued will be for the cost of the merchandise only; shipping costs will not be reimbursed.
Betterbrand cannot be held responsible for any laws or regulations that result in Customs applying additional cost to your order, whether tax or duties, nor any related delivery delays or seized products. In the event additional fees are assessed to your order, your local Customs authority will contact you directly. As Betterbrand is a United States based company, we bill all our customers who use a debit or credit card in U.S. Dollars and allow the customer's card issuing company to process the conversion. By ordering from Betterbrand, you agree to our policies above. Betterbrand reserves the right to change these policies at any time, and we also retain the right to refuse service to any customer at our sole discretion.
