How we take care of you

We built our customer service around a simple idea: treat people the way we’d want to be treated when something goes wrong. That means real answers, reasonable timelines, and no runaround. Whether you have a question about an order, a concern about a product, or just want to understand how something works, this page lays out how we handle the moments that matter. We keep it plain and conversational because policies shouldn’t require a law degree to understand.

Getting in touch with us

The fastest and most reliable way to reach us is through our Contact Us page. Fill out the form with your question or concern, and we’ll get back to you as soon as we can. We ask for a little information so we can find your order and help you efficiently, but we keep it minimal. We don’t publish a phone number or email address because we want to make sure every message reaches the right person and gets tracked properly. The Contact Us page is your direct line to our team.

When you write to us, the more detail you include, the faster we can help. If your question is about an order, include your order number if you have it handy. If it’s about a product, tell us which one and what you’re experiencing. If it’s a general question, just ask. We’d rather read a thorough message than play a game of back-and-forth to figure out what you need.

Response times you can expect

We aim to respond to every message within one to two business days. During busy seasons, it may take a little longer, and we appreciate your patience when that happens. We don’t use automated replies that pretend to be people, and we don’t close tickets before they’re actually resolved. If we need more information from you, we’ll say so clearly. If we need time to look into something, we’ll tell you when to expect an update. You’ll never be left wondering whether your message disappeared into a void.

If you’ve written to us and haven’t heard back within a few business days, it’s worth checking your spam or promotions folder, since our replies occasionally land there. If you still don’t see anything, send us another message through the Contact Us page and we’ll sort it out. We’d rather you follow up than sit in silence.

Order changes and cancellations

We know plans change, and we want to help when they do. If you need to change or cancel an order, reach out through the Contact Us page as soon as possible. We dispatch orders within one to three business days, so there’s often a window to catch a change before it ships. Once an order has been dispatched, we may not be able to modify it, but we’ll always tell you what’s possible and what isn’t.

If your order has already shipped and you no longer want it, you can still return it under our Refund Policy once it arrives. We’ll walk you through the process and make it as painless as we can. The important thing is to contact us early and be honest about what you need. We’re reasonable people, and we’d rather find a solution than stand on ceremony.

Product questions and guidance

Not sure which product is right for you, or how to use something you’ve ordered? Ask us. We’re happy to talk through your goals, your routine, and what might fit best. We won’t push you toward the most expensive option or upsell you on things you don’t need. Our goal is to help you find something that works, because a customer who feels helped is a customer who comes back.

If you’re experiencing an issue with a product, tell us about it. Taste, mixability, packaging, anything. We keep track of feedback because it shapes what we make next, and we take it seriously. Sometimes the answer is a tip that solves the problem. Sometimes it’s a replacement or a refund. Either way, we’ll treat your concern as legitimate and work toward a resolution.

Returns and refunds, in plain terms

Our full Refund Policy lives on its own page, but here’s the short version. You have sixty days from delivery to return an item. Once your return arrives, we process refunds within five to ten business days. We don’t charge restocking fees, and we don’t make you jump through hoops. If something went wrong, we want to make it right. If you simply changed your mind, that’s fine too, as long as the product is in reasonable condition. Head to the Refund Policy page for the details, and reach out through Contact Us if you have questions about your specific situation.

Shipping questions

We ship worldwide for free, with no minimum order and all duties and customs included. Orders are dispatched within one to three business days and typically arrive within six to twelve business days. If you’re wondering where your order is, the first step is to check the tracking information if you received one. If that doesn’t answer your question, contact us and we’ll look into it. Our full Shipping Policy page has more detail on how delivery works and what to expect.

Our commitment to fair treatment

We don’t believe in policies designed to protect the company at the customer’s expense. If you have a legitimate concern, we’ll take it seriously. If we made a mistake, we’ll own it. If there’s a gray area, we’ll err on the side of being reasonable. That doesn’t mean we say yes to everything, but it does mean you’ll always get a fair hearing and a clear explanation. We’d rather lose a little money on a single order than lose your trust for good.

Feedback and improvement

We read every piece of feedback that comes through, and we use it. If something about our products, our packaging, our website, or our service isn’t working for you, tell us. We can’t fix what we don’t know about, and we’d rather hear it directly from you than guess. Over time, the small improvements add up to a better experience for everyone, and that’s the point.

Reach out anytime

Whatever you need, the door is open. Visit our Contact Us page to send us a message, and we’ll get back to you as soon as we can. Thanks for being here, and thanks for giving us the chance to help.