Updated November 2026
How returns are processed
Fulfillment clientsWhen a return arrives we open it, check the items, and either restock them or hold them, according to your standing instructions. The result shows under the Returns tab in the portal.
Steps
- The package is matched to the order (by RMA, order number, or tracking).
- Items are inspected: sealed and sellable, or damaged or opened.
- Sellable units are restocked under their SKU and lot and become available to orders.
- Unsellable units are quarantined; you decide whether to dispose of them or have them sent to you.
- The return is closed and visible under Returns with the items and their condition.
Your standing instructions
Tell us once how to handle returns: restock everything sealed, hold everything for your review, or dispose of opened product. Supplements that have left the cold chain are not restocked.
Refunds
Refunds to your customer are issued by you in your store. We report what came back and its condition; we do not issue customer refunds.
Timing and charges
Returns are processed within 2 business days of arrival, most within 24 hours. Receiving a return is included; disposal and re-labeling are special projects.
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