Shipping policies: Patient shipping policy

General

In this article:

US patient shipping rates
Canadian patient shipping rates
Cancelations
Returns
Missing and damaged shipments or products
Heat-sensitive products
Autoship order shipping rates

US patient shipping rates

Your subtotal must be $50 or more after discounts and before additional shipping fees and taxes to qualify for free shipping. Shipping discounts are applied automatically.

Orders placed on business days before 3:00 pm ET with our priority shipping method are typically shipped same-day. Orders placed on weekends and holidays are processed the following business day.

Note: Orders placed before the order cutoff with our standard shipping option (delivery in 4-7 business days) aren't guaranteed to ship same-day but will ship in time to arrive within the delivery window. Orders placed with our standard shipping method shipping to Alaska, Hawaii, and Puerto Rico will arrive in 10-13 business days. 

Canadian patient shipping rates

Your subtotal must be $150 or more after discounts and before additional shipping fees and taxes to qualify for free shipping. Shipping discounts are applied automatically.

Orders placed on business days before 3:00 pm ET with our priority shipping method are typically shipped same-day. Orders placed on weekends and holidays will be processed the following business day.

Note: Orders placed before the order cutoff with our standard shipping option (delivery in 4-7 business days) aren't guaranteed to ship same-day but will ship in time to arrive within the delivery window. 

Cancelations

Shipments are processed as soon as possible. As a result, we're often unable to cancel orders once they've been submitted.

Returns

Products must be unopened, purchased within the last 30 days, and shelf-stable (not heat-sensitive) to be eligible for return. Please complete this form to request your return information. Return shipping labels aren't provided. See Refunds & Returns for more details. 

Missing and damaged shipments or products

Please see Missing and damaged shipments for more information, including how to request a replacement or refund. Our Customer Success team is happy to help.

Note: If you're reporting damage, please save the original box and all of its contents. 

Heat-sensitive products

Certain products in the catalog including some probiotics and fish oils are heat-sensitive. These items can be perishable and are not eligible for return under our return policy. Ice packs shipped with these products may arrive warm or melted but don't be alarmed. The pack usually stays cooler than outside conditions and continues to help keep your heat-sensitive product cooler, even after it melts. 

While these products may be labeled as heat-sensitive, they are not heat-intolerant. Products are manufactured to withstand time in transit, including the time it takes for products to reach our warehouses, and make a second trip to our customers. Long-term storage continues to be the primary factor in maintaining the quality and efficacy of these products. Please refer to the product label for supplier storage instructions.

For example, probiotics are often made to compensate for any bacteria losses during transit. This is to ensure the product you receive is every bit as effective despite any temperature changes. Please see Heat-Sensitive products for more information.

Tip! For even more stability during the summer or when shipping to a warmer climate, we offer priority shipping (1-3 business days) to get products to you as quickly as possible.

Autoship order shipping rates

Shipping fees apply to each autoship order created in your account. To be eligible for free shipping, orders must meet the free shipping threshold in your region. Please refer to the tables below for applicable shipping rates.

Items with a shared next order date are processed as a single order. Though these orders may be received in multiple shipments, a single shipping fee is applied (when applicable). 

Multiple autoship orders with unique next order dates can be created; each autoship order is subject to a shipping fee where applicable. 

Tip! Autoship orders are flexible to suit your wellness routine. Use the Reschedule order option to align order dates for autoship orders. 

Autoship orders with shelf-stable products

Orders shipping with shelf-stable products will ship via our standard shipping method. 

Autoship orders with heat-sensitive products

Orders shipping with heat-sensitive products will be shipped with our priority shipping method. 

Heat-sensitive products may ship with ice packs depending on packaging requirements communicated by our brand partners, but many products don't require this extra precaution. Products are manufactured to withstand time in transit, including the time it takes for products to reach our warehouses and make a second trip to our customers. Long-term storage continues to be the primary factor in maintaining the quality and efficacy of these products. 

A heat-sensitive product in an autoship order.

Note: See Shipping heat-sensitive products for more information.