Q. General Policy Our goal is to process and ship all orders within 24 hours of receipt. Orders are processed and shipped during regular business hours (Monday through Friday 8:00AM – 5:00PM PST, excluding holidays). We ship all of our orders exclusively through Amazon Shipment Services using standard mail service, promised delivery in 5-7 business days. All of our orders are can be tracked through the 17track.net website and the customer will receive the tracking information via email once the order has shipped. * Currently we can ship only within United States
Customer Returns and Refund Policies
Q. Customer Returns and Refund Policies Our Return Policy is simple; we offer a 100% Satisfaction Guarantee for all of our products. If for any reason you are not completely satisfied with our products within 30 days of purchase, you may initiate a return by following the instructions below.
How to Initiate a Return
Q. How to Initiate a Return To initiate a return, please send an email to our Customer Service at email@example.com and tell us the reason for your dissatisfaction and include your return address and phone number.
Changing or Cancelling Your Order
Q. Changing or Cancelling Your Order Our system is set up to get your products to you as quickly as possible, so you cannot cancel an order. Any order that is cancelled after it is logged into our system will be treated as an unopened return which is eligible for 100% refund, less a 15% restocking fee and shipping costs.
Product Return/Refund Details
Q. Product Return/Refund Details Opened products except for Matcha (70% refund) may be returned in their original packaging for 100% refund, less shipping costs. We suggest that Customers get tracking and shipping confirmation when returning a product to ensure urenzo.com receives the package. urenzo.com is not responsible for lost packages during the return shipping process. It is also suggested that customers obtain insurance on product before returning. All refunds will be issued only after returned product has been received in our warehouse or designated return location in acceptable condition.