Returns and FAQ
Will I be charged sales tax?
Only orders being delivered in California will be charged sales tax.
How will I know that my order went through?
First, be sure that you follow the ordering system instructions all the way to the end, at which point you will be shown a receipt or order form which you may print. You will shortly thereafter be sent an email to the email address shown on your order confirming that your order has been placed and will be processed as soon as possible. Once your order is fully processed, you will receive an emailed receipt of your final order, indicating the expected shipping date. Once shipped, you will also receive an email showing your delivery confirmation or tracking number and the exact shipping date. We want to keep you informed! If you have any questions, contact us via telephone during our business hours, or send an email or leave a voice message. We promise you will receive a prompt response to your request for assistance.
What if you don't have all of the items in stock?
If an item that you ordered is out of stock, it will be automatically backordered. Our products are rarely on a backorder status, as we receive a fresh stock of products regularly. However, when that does occur it is usually only for a few days. We may hold your entire order until the backordered item arrives, or we may ship all the other products on your order, and ship the backordered item when it arrives back into our inventory.You will be informed of the projected shipping date of the backordered item. You can also check the status of your order by logging into our shopping cart and viewing your Order History.
How can I cancel my order?
If you wish to cancel your order after it is placed on our website, you will receive a full refund IF your order has not been shipped. Please contact us immediately if you want to cancel your order, as we are very quick at shipping orders! Contact us via telephone during our business hours, or send an email, or leave a voice message. If your order has already been shipped, you may refuse it when it reaches you. When the refused order is received back by us, we will inspect the package for damage, and heat sensitive items will not be refunded, once inspection is complete we will apply a store credit to your account for the amount charged for the product, less a 20% (25% if order was sent with free shipping) restocking fee. You will not be credited for the shipping charges.
What happens if the merchandise is lost or stolen during shipping and delivery?
If your domestic or international order has NOT been sent insured, we cannot replace lost or stolen merchandise that has been shown to be delivered by the United States Postal Service, by Fedex, by any other delivery service, or by the delivery service in a foreign country. If you feel that your package cannot be safely delivered to your home, please request that we add insurance to your order. If it has been insured, a replacement order will be sent along with documents for your signature, which we will need to make a claim with the delivery service so that we may recover the cost of the merchandise.
What is your return policy?
Unfortunately, we cannot accept returns once merchandise has been opened. We cannot guarantee that a nutritional supplements or beauty products will "work" because every person is different, and what may work well for some people may not work as well for others. We strongly encourage you to read the ingredients and precautions of each product thoroughly before ordering. If the ingredients are not listed on the website or outside the package (do not order or open the package), then you must call us or email us for more information. Please inspect your product before opening, and contact us immediately if you suspect a problem with the quality of the product. See the next topic to return unopened merchandise.
What if I need to return unopened merchandise?
ORDERS SENT WITHIN THE U.S. You may return any UNOPENED PRODUCT in its original condition** WITHIN THIRTY (30) DAYS of receiving the order for a refund or credit, less a 20% restocking fee (or 25% restocking fee if you received free shipping on your order). You will not be refunded for shipping. Shipping charges will only be refunded if the return is due to our error.
Contact us via email, telephone, or live chat to obtain authorization to return your order. You must write the Return Authorization number on the outside of your package. All returns should be accompanied by a copy of your sales receipt packing slip or the order number, and must be returned within the 30 day time period. After your return has been received it will take a few days to process. If you originally ordered using a credit card, refunds will be applied to your credit card. If you paid by check or money order, a refund check will be mailed to you. As an option, you may also apply the credit to your account with us to be used toward future purchases. NOTE: Credits and refunds for returns are subject to our acceptance of the condition** of the goods returned. A Return Authorization number is not a guarantee that a credit will be issued. Mail returns to Biostar Organix at the address shown on our Contact page.
Merchandise that is returned to us for reasons of "Refused" or "Unclaimed" are subject to our 20% restocking fee (25% for orders shipped with free shipping). Shipping charges will not be refunded. We would be happy to ship the package to you again, but you will need to pay for shipping again. If a package is returned due to our error in shipping address, we will reship to you. Be sure of address accuracy when placing your order on our website.
ORDERS SENT OUTSIDE THE U.S. We are sorry, but we do not offer credits or refunds on products shipped OUTSIDE OF THE U.S. for any reason. Nutritional products need to be stored at proper temperatures. The condition in which a package has traveled when returned to us cannot be known, and therefore the product can not be restocked.
**ORIGINAL CONDITION: Nutritional and Beauty products are susceptible to damage from heat and cold. We can only accept returns when the product has been kept at the proper temperature and in dry conditions. Do not leave your products unattended in your automobile or other hot or extremely cold environments. It is very apparent when a bottle has been exposed to too much heat or cold. If we receive returned products with evident damage, we will be unable to issue a refund or credit, even if you have received a Return Authorization number. We appreciate your understanding about this policy, as we know you would not to receive a restocked product in which the quality is questionable.
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