What's your return policy?
Our goal is to help you find the products that are in sync with your skin's microbiome. We hope you’ll be completely satisfied with your products and will accept any full-sized product for a return (no exchanges), as long as it is at least half full and received within 30 days of initial purchase.
All returns must be received at our facility within 2 weeks of the return label being generated - otherwise, we will not be able to authorize the full refund or send out another return label.
If you choose to use a forwarding company, we will not be liable for any damage, defect, or loss that occurs to items delivered to a forwarding company. We will not offer replacements or refunds for orders that have been delivered to a forwarding company. If a package is lost or damaged after being received by the freight forwarder, it is the responsibility of the freight forwarder, please contact them directly.
What is your international return policy?We do not accept international returns except those purchased and shipped to EU Countries and Canada.
Can I exchange my item for something else?We currently do not offer exchanges on any items.
What are the steps to return products?
1. CONNECT WITH CUSTOMER SUPPORTIf you would like to return or exchange an item purchased online, please contact Customer Support to initiate your return at email@example.com or 877-461-4080 during normal business hours. Our Customer Support Team will be happy to assist with a complimentary return label for returns that meet our policy requirements. We are not responsible for returns lost in transit that have not been communicated to Customer Support or completed through our returns portal.
2. COMPLETE THE RETURN THROUGH THE RETURNS PORTAL & PRINT THE PRE-PAID LABEL
Complete your return through the returns portal here.
Returns can only be processed if it is completed through our returns portal.
3. PACK YOUR RETURNPlease safely pack the products and include the return form. Affix the prepaid return label to the box and ship it back to us by bringing the return to the carrier on the return label. In order to recieve a full refund, all returns must be received within 2 weeks of the return label being emailed.
If I purchased your products at an authorized retailer, can I return them to you?If the products were not purchased directly through Nuebiome.com we are not able to process a return. However, if you have specific questions, please email us at firstname.lastname@example.org and we can assist you.
What if I received an order with broken items, missing items, or my package is missing?Please contact Customer Support as soon as possible after receiving your delivery or when you notice a package is missing after receiving our delivery confirmation email. For missing packages marked delivered to the address on the order, we require a minimum of 2 business days to file a claim with the carrier before sending a replacement. We are unable to assist with items that arrived broken and/or missing outside of the 30-day return/exchange policy timeframe and without 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 facility for further investigation. From there, our team will send a replacement to your original address.
Where do you ship from?All orders shipped from our facilities in New Jersey and California.
Do you offer free shipping?Nuebiome.com offers FREE Standard Shipping on all U.S. merchandise whatever the order total—every single order—no promotion code needed. FREE Standard Shipping orders are processed within 1-3 business days, depending on product availability. We cannot guarantee a date of arrival with our free ship option and orders typically take 1-7 business days to arrive once they have been processed and shipped out.
Tracking OrdersWhen your order is ready to be shipped, you will recieve a shipping confirmation email. Most orders are shipped within 1-3 business days after the order has been placed. The shipping emial will contain the shipping details along with the tracking number and link to the slected carrier site. You can also follow the status of your order by signing into your account at Nuebiome.com to view the shipping details.
Where is my order?You will receive an email as soon as your order has shipped with your tracking number.
What about express shipping?For orders placed on Thursday with UPS 2Day shipping, your package will arrive on the following Monday, as this service does not include weekend delivery. Orders placed over the weekend will be shipped out on the following Monday and arrive on Wednesday. All express orders placed after 2pm ship the next business day and do not include weekend delivery.
Can you ship to my P.O. box?Yes, we ship to P.O. boxes using USPS Priority.
Can you ship to my country?Currently we ship within the US and Canada. If we do not currently ship to your country at this time we apologize and hope to serve you soon in the future.
It shows that my package was delivered but I do not have it, what do I do?Our chosen carrier is UPS, will you will need to contact UPS directly. When you call them, please make sure you have the tracking number handy so they can look it up for you. 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 email@example.com.