Refund & Return Policy

We’re always  here for you. On the rare occasion something goes awry, our trusted customer service team is happy to offer a solution!.

At this time biobow ship only within the United States Territory.

For all domestic orders, if an item is missing, damaged or you are not satisfied with it, you may visit our Online Service Center to request a refund or replacement item within 30 days of your purchase.

We will update you as soon as your request has been processed or contact you by email if any additional information is required to process your request. In certain situations, descriptions and/or photos may be required.

  • Note that any request for a refund or replacement may be subject to review by our Customer Service team; completing the submission process is not a guarantee that it will be approved.
  • Replacements are subject to availability and will be shipped at no additional cost.
  • Refunds are issued to your original payment method for the purchase price of the item. If any promo codes were applied to the order or if the item was purchased on sale, you’ll be refunded the amount that you paid after any applied discounts. Please allow 2-3 business days for the refund to reflect in your account, depending on your financial institution.
  • To be eligible for a refund or replacement, the request must be made within 30 days of purchase.

Item Damaged

If your receives a damaged product, we will need to verify this information as soon as possible. 

An order is eligible for a full product price refund if the carrier tracking shows that the package was damaged in transit.

If tracking shows that the package was successfully delivered,  we will need proof of damage from the customer. Specifically, we will need to receive the images that clearly display the reported damage (including at least 1 image where we can clearly see the UPC on the product) as well as the images of the container that it arrived in with all its contents.

If our team receives clear proof that the delivered item(s) were damaged – we will be able to issue a full refund on the product.

Damage claims on orders for non-perishable products must be reported within thirty (30) days to be considered for a refund.

PLEASE NOTE: Damage claims on orders for frozen, refrigerated and perishable products must be reported within 24 hours of the delivery date.

 

No Longer Needed/Wanted

In case you simply wants to return the item (e.g. if they are not happy with it), we can offer our customers a refund on the product -25% restocking fee. 

To be eligible for a return, your item must be unused and in the original packaging and must not be out of date at the time the return is received.

Please keep in mind that the shipping fee is non-refundable and is not eligible for a pre-paid shipping label.

 

Item Not Received

If tracking shows the package was delivered but the recipient disputes it, we will open an investigation with the carrier.

Under these circumstances, refunds are not guaranteed and you are obligated as a member to cooperate in the handling of such a claim.  Failure to cooperate may result in a denial of the refund.

 

Return to Sender (RTS)

Generally, packages that are returned back to sender are subject to a refund less 25% restocking fee and shipping charges. This applies, but is not limited, to instances where the address was incorrectly inputted when the order was placed, where the recipient refused delivery, refused to pick up the package and where the address is deemed invalid by the carrier.

In cases where you believe the carrier mistakenly failed to deliver the package, we will file a claim with the carrier. Your cooperation is expected on this claim. Failure to cooperate may lead to denial of the claim and ineligibility for a refund.

What if an item is missing, or if I received the incorrect item?

Missing item:

If your order is missing an item, it may have shipped separately from a different fulfillment center and arrive in a different box at a later date. You can track each package and see which products were shipped in each box.

If all boxes for your order have been delivered and an item listed in the enclosed packing slip is missing from your order, you can request a refund or replacement with just a few clicks at Our Refund Service Department At:customersupport@biobow.com

Incorrect item:

If you received an incorrect item in your order, please contact us. If the product you received is similar to the product pictured online, you may have received an updated version of the product with a new label and/or similar name. We may request pictures of the product you received to help in the processing of your refund or replacement request.

How do I cancel or modify an order?

If your order is placed while logged into your account, there is a very limited window of time, approximately 15 minutes from the time the order was placed, in which you are able to cancel it or make specific changes, including removing items and/or changing your shipping address and the method by visiting the My Account page. Note that you cannot add items to your order once it has been placed.

Once the limited window of time has passed, an order cannot be modified, even by our team.

For orders placed using Guest Checkout, no changes or modifications can be made.

What if an item is canceled from my order?

Occasionally, item(s) or orders may be canceled by us for various reasons, including (but not limited to):

  • Item(s) out of stock and unavailable for shipment
  • Issues in processing your payment information

If your order or item(s) in your order are canceled, we’ll send an email notification listing the reason for cancellation. You will not be charged for any canceled items that are not shipped.

Cold packs and heat-sensitive items

Certain items, including select probiotic supplements, are refrigerated to ensure quality and are shipped with a FREE cold pack. Although the cold pack will thaw during shipping and may not be cold when it arrives, it helps maintain a cooler temperature during transit. When ordering these items, select the fastest shipping method to your daytime location. 

When ordering heat-sensitive items, such as chocolate candy or gummy vitamins during summer months, select the fastest shipping method to your daytime location. We cannot guarantee that these items will not melt during transit, and shipping to certain locations during hot weather is not recommended.

Items that are shipped with a cold pack or are otherwise heat sensitive include specific messaging and instructions on product pages, in the shopping cart and at checkout. These items are not eligible for replacement in the event that they warm or melt during shipping. Refund requests will be reviewed on a case-by-case basis.

What if the item I receive is expired?

We follow specific protocol, including conducting frequent inventory checks, to ensure we’re delivering you the freshest items possible. In the unlikely event that you receive an item that’s expired, please contact us directly so we can solve the issue and investigate the inventory of the item in question.

What if my package shows as “Delivered” but I did not receive it?

If your order status or tracking details show that your package was delivered, but you can’t locate it, we recommend waiting at least 24 hours before taking action, as order status or tracking details may sometimes be changed ahead of a package’s delivery. Once that time has passed, try the following:

  • Look for a notice of attempted delivery.
  • Check nearby spots where the package may have been left.
  • Ask a neighbor if they accepted a delivery on your behalf.
  • Verify the shipping address on your order to ensure it was correct.

If you’ve followed the above steps and your package still cannot be located, please contact us directly so we can help.

Tips for protecting your packages from theft:

  • Ship to a secure location.
  • Track your package so you know approximately when it will arrive.
  • Join up with your neighbors to look out for each other’s deliveries.
  • Install a doorbell or security camera.
  • Consider purchasing a secure package locker or box for your porch.

How long does it take to process an order?

Most orders ship on the same or the next business day. You should allow up to five (5) business days for order processing. Our carriers make multiple pickups from us throughout the day with the latest cutoff time at 6:30 p.m.  Certain types of orders, including orders with frozen and refrigerated products, only ship from Monday til Wednesday. If such orders are placed on Wednesdays, they will go out the following Monday. We reserve the right to delay shipment in the event of extreme weather conditions.     
COVID-19 update: Our processing times have increased since the COVID-19 crisis hit the nation and are still relatively long due to the limitations that we, alongside the whole distribution industry, face. Currently, some orders ship on the same or the next day while others might take 1-2 weeks.
 

What is your refund policy for orders shipped outside the United States?

At This Time Biobow Ship Only Within The United States Territory.

For all issues contact our refund service department email:

customersupport@biobow.com

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