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Customer Service
If you have a problem placing your order with our online store, please use the support ticket center located in your account management.
Shipping
Orders are shipped from our fulfillment center in North Carolina. We offer a variety of shipping options provided by USPS.
Orders are processed during our normal business hours, which are 9:00 am to 5:00 pm, EST, Monday through Friday. Our goal is to ship your order within 1 to 3 business days of receiving it. However, we typically require 3-5 business days for processing and handling in busy periods.
Please insure that all shipping information is current and correct. Any packages that are returned due to incorrect information will incur a second shipping charge to be sent back out. Refunds for packages that are sent back because of incorrect information will be less the cost of shipping.
Shipping Rates
The shipping rates that are offered during the checkout process are based on the weight of your order and your shipping address. The cart automatically calculates the total weight of your order and sends a rate request to our shipping partners, who reply with the various options and corresponding costs. These costs include the bulk discounts we receive and a small handling fee to help defray the cost of materials used to pack your order. We do not make a profit on this fee.
Much of the cost of shipping is in the first pound of the order, so small orders will be more expensive to ship in terms of cost per item.
Customers ordering from outside of the U.S. will be responsible for any taxes and duties associated with their order, and orders may be delayed due to customs clearance.
Returns & Refunds
We guarantee replacement of items damaged in shipping. We must be notified of the damage within 10 business days of your receipt of the order. Please save the damaged packaging and the contents until your refund or exchange is arranged.
We will also accept returns on items that are in resalable condition—bottles must have shrink bands intact and kit boxes must be undamaged. There will be a 10% restocking fee for all returned items that meet this criteria.