Shipping, Delivery and Returns
Where's my package?
Once your order is placed you will receive an email with tracking information. If you did not receive this email within 2-3 days please check your "spam" folder. All orders are shipped within 1-2 business days. If you believe that your package was lost please contact us right away and we will being a missing package trace with UPS. This process will take about 5 business days. We cannot replace packages until they have been confirmed missing.
Can I exchange a product?
At this time we do not offer exchanges on any items. However, you can return any unopened product to us for a full refund. Please visit our returns page for details.
How can I start a return?
We are sorry that you did not absolutely love your Nuebiome purchase. To start the return process please visit our detailed product return page.
My package is missing, what can I do?
Our chosen carrier is UPS, will you will need to contact UPS directly. They will be able to provide some more information about where it was delivered and can hopefully help you locate it. If UPS is unable to locate your package, please email us directly at firstname.lastname@example.org. This process will take about 5 business days. We cannot replace packages until they have been confirmed missing.
What if I received an order with broken items, missing items, or my package is missing?
Immediately contact Customer Support as soon as possible after receiving your delivery or when you notice a package is missing. It is important that you contact us promptly, as we are unable to assist with items that arrived broken and/or missing outside of the 30-day return/exchange policy timeframe. We will also require a photo of the broken items and/or package. We are unable to assist after 15 days from when a package marked as delivered. Any broken or damaged package will need to be returned to our warehouse for further evaluation. Our team will reach out and arrange to send a replacement to your original address.
Can I cancel an order once placed?
If you need to make a change or cancel an existing order, please contact us at email@example.com for help with your order.
Are there discount codes that can be applied to my order?
Most of our discount codes are emailed. We encourage signing up to our emails to be notified about latest launches, news and special offers!
Do you send samples?
Yes, with every purchase we will include at least one sample. Due to the limited nature of our samples, we only ship samples with a purchase. If samples arrived damaged we are unable to ship a replacement sample.
Still need help?
For more answers to your frequently asked question please check out our FAQs page.