What's your return policy?
Our goal is to help you find the products that are in sync with your skin's microbiome. Although we hope that you’ll be completely satisfied with your products, we understand that sometime skincare products aren't a perfect match and will accept any full-sized product for a return as long as it is at least half full and received within 30 days of initial purchase. Currently, we do not accept exchanges for any product.
Once initiated, 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. We're sorry, but shipping fees are non-refundable. You will be responsible for paying for your own shipping costs when returning your item.
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.
Do you accept exchanges?We currently do not offer exchanges on any items.
What are the steps to return products?
1. CONTACT NUEBIOME CUSTOMER SUPPORTIf you would like to return or exchange an item purchased online, please contact Customer Support to begin your return at firstname.lastname@example.org during normal business hours. Our Customer Support Team will be happy to assist with beginning the item return process which meets our policy standards. Please note that we are not liable for returns lost in transit that have NOT been communicated to Customer Support team.
2. PACK & SHIP YOUR RETURNSafely 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 listed on the return label. In order to receive a full refund, all returns must be received within 2 weeks of the return label being generated and emailed. Please note, we are not liable for returns that have been damaged during transit, so please be mindful when packing your items for return.
I purchased your products at an authorized retailer, can I return them to you?No. Currently we can only process returns that were purchased directly through Nuebiome.com we will not be able to process a return if not purchased directly from us.
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.
Where do you ship from?All orders shipped from our facilities in New Jersey and California.
Do you offer free shipping?Yes! Nuebiome.com offers FREE Standard Shipping on all U.S. merchandise over $50. 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. If you would like to purchase an expedited shipping method, this can be accomplished during the checkout process. Expedited shipping options do not qualify for free shipping. If you are returning an order shipping fees are non-refundable. You will be responsible for paying for your own shipping costs when returning your item.
Order TrackingOnce 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 1-3 business days after the order has been placed. 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. We highly recommend signing up for an account to track the status of your order and receive timely updates.
Where is my order?You will receive an email as soon as your order has shipped with your tracking number and relevant information. If you did not receive an email please check your spam folder. We highly recommend signing up for an account to track the status of your order and receive timely updates.
Can you ship to my APO/FPO address or P.O. box?Yes, we ship to active P.O. boxes. We also ship to APO/FPO address.
Do you ship to my country?Currently we ship within the United States. If we do not currently ship to your country at this time we apologize and hope to serve you soon in the future.
My package was delivered but I do not have it, what do I do?Our chosen carrier is UPS and USPS. You will need to contact UPS and USPS directly. They will be able to provide some more information about where it was delivered and can hopefully help you locate it. If UPS/USPS is unable to locate your package, please email us directly at email@example.com so that we may initiate a missing package trace with the carrier. This process will take about 5-7 business days. We cannot replace packages until they have been confirmed missing.