How we take care of you

Shopping online should feel easy and safe. That is the standard we hold ourselves to. This page explains how our customer service works, what you can expect from us when something goes wrong, and how to get help quickly. We wrote it in plain language on purpose. You should not need a law degree to understand how a store treats its customers.

Our goal is simple. When you have a question or a problem, you should be able to reach a real person, get a clear answer, and walk away feeling like the situation was handled fairly. We do not always get everything right on the first try, but we do commit to making things right when they go wrong.

How to reach us

The best way to get in touch is through our Contact Us page. That is the one channel we always monitor, and it is where your message will be routed to the right person. We ask that you use that page rather than trying to find us elsewhere, because it keeps everything in one place and helps us respond faster.

When you write in, please include as much detail as you can. Your order number, the item you are asking about, a description of the issue, and any photos that might help. The more context you give us, the quicker we can sort things out. If your question is about a flavor or an ingredient, tell us which product you are looking at. If it is about delivery, let us know when you ordered and where you are located.

Response times

We aim to respond to every message within one to two business days. During busy periods, like holidays or big sales, it can take a little longer. We appreciate your patience, and we promise we are not ignoring you. Messages are handled in the order they arrive.

If you have sent a message and have not heard back after a few business days, feel free to send a gentle follow-up through the same Contact Us page. Sometimes messages get buried, and a nudge helps. We would rather hear from you twice than have you sitting there wondering.

Orders and changes

We start processing orders quickly, which is good for delivery times but means there is a short window to make changes. If you need to update your shipping address or cancel an order, contact us as soon as possible. If your order has not yet been packed, we can usually adjust it. If it has already shipped, we may not be able to change it, but we will still help you figure out the best path forward.

Please double-check your address at checkout. A surprising number of delivery problems come from a missing apartment number or a small typo. If a package is returned to us because of an address issue, we will reach out and work with you on next steps.

Delivery questions

Orders are dispatched within one to three business days. Delivery usually takes an estimated six to twelve business days. Shipping is free worldwide, with no minimum order, and all duties and customs are included, so there should be no surprise fees when your package arrives.

If your tracking has not updated in a while, try not to worry. International shipments sometimes pause at sorting centers or customs checkpoints without any change in status. If it has been an unusually long time, contact us and we will look into it with the carrier.

If your package arrives damaged, please let us know right away. Keep the packaging and take a few photos if you can. That helps us file a claim and get a replacement or refund moving.

Returns and refunds

You have 60 days from delivery to return an item. To start a return, contact us through the Contact Us page and tell us what you would like to return and why. We will walk you through the process. Once your return arrives, refunds are processed within five to ten business days. The money goes back to your original payment method.

For full details, please see our Refund Policy. The short version is that we want you to feel safe trying something new. If a product is not right for you, we will work with you to make it right.

Product questions

If you are unsure which product to choose, or you want to know more about ingredients, flavors, or how to use something, just ask. We are happy to help you pick. Tell us what you are looking for, how you plan to use it, and any preferences you have, and we will point you in the right direction.

We also welcome feedback. If a flavor missed the mark for you, or if you loved something and want more of it, tell us. Feedback shapes what we stock and how we improve.

Our commitment

We commit to treating every customer with respect, answering questions honestly, and following through on what we promise. We do not use pressure tactics, we do not hide fees, and we do not make claims we cannot support. If something about your experience does not feel right, we want to know.

Thank you for shopping with us. If there is anything we can do to help, our Contact Us page is always open.