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Orders are accepted on our website 24 hours a day, 7 days a week. Orders ship Monday through Friday only.
Customer Support is available Monday through Friday, 9:00 AM - 5:00 PM PST. Customer Support can be reached by email at email@example.com.
Any item that is back ordered will not be shipped to a Customer automatically. If we are out of an item you ordered, we will indicate so on your shipping confirmation email. If an item’s price has risen since a Customer’s initial back order, the Customer must pay the new price of the item. Remember, if you have a back ordered item you must place a brand new order for this item once it is available for purchase again - we do not auto ship items. If you place an order that receives free shipping and one item back orders, you must place a new order when the item is available, and we do not cover the shipping costs for this new order simply because your last order received free shipping.
Customers may return unused and unopened products within 30 days of the original receipt date if the product(s) has been determined to be defective or shipped incorrectly. There will be no refunds given unless it has been determined that the product is legitimately defective or shipped incorrectly. Since everyone's tastes are different, we cannot guarantee product taste. We are in the business of providing functional foods that deliver maximum nutrition and health benefits but do strive toward palatable flavors. We cannot guarantee that a product's taste will be to your liking. No refunds will be issued due to flavor issues, or change of mind, once a customer has considered and purchased a product.
OJIO accepts all major credit cards (excluding Discover), and PayPal. We cannot accept personal checks or money orders.
Orders shipping within the contiguous United States (Hawaii, Alaska and US Territories are excluded) receive shipping via UPS Ground only. Orders must qualify for shipping promotions with the product total, after any other promotions are applied.
As of August 1st, 2019 OJIO will only ship Next Day or 2nd Day to Hawaii, Alaska. No orders to HI and AK receive free shipping.
Orders shipping to Canada do not receive free shipping and are processed as International orders, please refer to the International shipping section. OJIO is not responsible for orders that are confiscated by customs, nor is OJIO responsible for customs/duties fees and taxes upon the arrival of your order (even if you refuse the shipment).
International shipments are shipped via UPS Worlwide Expedited, please allow 48 hours for packing, and upon shipping, please allow your order time to pass through customs clearance procedures.
Orders shipping to destinations outside the United States might incur duties and taxes. If duties and taxes are imposed on your order, they are due at time of delivery. Please consult your local customs office for more details about your country's duties and taxes. We are not responsible for any import taxes or duties which may be incurred on your international shipment.
An international order will not be considered ‘lost’ until 60 days from the date of shipment. We are unable to process claims until the 60 day period has passed. Please note: Before you make a purchase, please be aware of the personal purchase limit set by your country.
Because the U.S. Food and Drug Administration (FDA) places numerous strict regulations upon the delivery of consumable items into the United States, OJIO may not be able to process returns on international orders. If you received the wrong item or the product appears defective, please contact Customer Service at firstname.lastname@example.org; we will review each circumstance on a case-by-case basis to determine if a return can be processed.
If you make an address error on your order, please note that we cannot change the delivery address after an order has been submitted. Please know that we work directly with our shippers to help resolve address issues where possible, but we cannot be held responsible for any delays, fees, or other delivery issues if you've made an error in the shipping information on your order. If such an error causes an order to be rejected, lost, or destroyed, we cannot issue a refund or replacement of any kind. If the error causes the order to be sent back to us, you may be responsible for return shipping fees, and we will only refund the cost of the merchandise.
If you refuse an order for any reason, you may be responsible for return shipping fees, and we will only refund the cost of the merchandise, and only if in undamaged and resellable condition.
Unfortunately, we cannot issue a refund of any kind for orders seized or destroyed by Customs. In cases where the order is returned back to our warehouse in an undamaged and resalable condition, we may only refund the cost of the merchandise; shipping costs will not be reimbursed.
*As regulations change constantly, we strongly recommend that you check with your local authorities for information on regulations that may affect your ability to receive your order.
UPS Ground, 2nd day, Next Day or USPS for APO/FPO boxes and international.
All special shipping instructions must be given to the carrier (USPS or UPS) directly. Example: Please leave at back door. Example: Please ring apartment number ###. Your package will have a tracking number 24 hours after it has been invoiced, you can then contact UPS at 1(800)742-5877 to give them your special instructions for delivery. OJIO is not responsible for resending packages because a customer has provided an incorrect shipping address.
OJIO is not responsible for shipments that are delivered to the wrong address due to Customer error. OJIO is not responsible for shipments that are lost in transit or delivered to a residence and then stolen or unaccounted for. It is the Customer’s responsibility to pay for shipping costs if a shipment is returned to our warehouse because it is undeliverable (you can also choose to be refunded in the amount of your order, less any shipping costs). UPS Ground always provides tracking information, and it is the Customer’s responsibility to keep an eye on their shipment and maintain awareness in case of a mishap of any kind. Remember- it is always best to inform our Customer Service team ASAP of any mishap so we can straighten out the issue and come to a resolution. The longer a Customer waits to deal with a shipping error (their own or ours), the longer it will take to right the situation. Please be sure to read our Returns Policy as well.