RP.1.01: Refunds and replacements are offered so long the order's Live Arrival Guarantee isn't voided in accordance with our shipping policy. If a refund is requested, please expect to receive that refund within 3 business days. Replacement orders cannot be guaranteed by a date or time, and are sent out as soon as possible.
RP.1.02: If a replacement package is sent out, regardless of whether the package was received, and the customer then requests a refund, a partial refund can be issued, totaling approximately 50% of the refunded product. Shipping is also not refunded.
RP.1.03: If a refund is issued, then no further steps (for compensation) on the order can be taken. Once a refund has been issued, the support ticket is closed. In a replacement case, the support ticket is considered closed after 1 week since the replacement package has been sent out.
RP.2.01: If an order was sent out with ice/heat packs and insulation guaranteed, and considerable death or damage occurred to the order, a refund will be issued. If temperatures exceed the Live Arrival Guarantee range, then a refund can still be issued, but shipping charges will not be.
RP.2.02: PLEASE NOTE:
WE ARE UNABLE TO PROVIDE TRACKING NUMBERS OR ETAs FOR REPLACEMENTS. WE WILL DO OUR BEST TO NOTIFY YOU WHEN YOUR REPLACEMENT HAS BEEN SENT OUT