Refunds and returns
The terms that govern a sale live on the page where the sale happens. What this page can do is tell you what to keep, where returns are published to go, and how to write a request that is easy to act on.
This is not the seller’s refund policy document and it does not stand in for one. No policy text, no guarantee term in days and no refund window was supplied to this website, so none is stated here. The terms that govern your sale are the ones on the checkout page you buy from.
What is published, and is below: the returns address, the order desk and its hours, what a refund request should contain, and what to get in writing before you pay rather than after.
What this page is, and what it is not
Not the policy document
No refund policy text was supplied to this website. This page does not reproduce one, summarize one, or state a window in days, because inventing a refund term is exactly the kind of help that leaves a reader worse off than silence would have.
The document that governs your purchase is the one on the checkout page at the moment you pay. Read it there, and keep a copy.
Everything below is either published contact information, the seller’s own answers as they were supplied to us and marked as theirs, or ordinary practical advice about returns that would be true of any merchant.
The distinction matters enough to repeat: where this page says what a request should contain, that is our advice. Where it reports what the seller says, it is labeled as the seller’s. Nothing here is presented as policy in its own right.
What is published
Four pieces of contact information were supplied, and all four are below exactly as given. No other address exists for this seller, and this site will not print one that does not.
| For | Details |
|---|---|
| Returns | 200 Park Avenue South, Floor 8 New York, NY 10003 USA |
| Orders, tracking, changes and refunds | The order desk, listed in the footer orders, tracking, changes, refunds Monday to Friday, 9:00am to 5:00pm Eastern Time |
| Office | 498 Seventh Avenue, Floor 19 New York, NY 10018 USA |
| This website — pages, corrections, privacy, press | The website inbox, listed in the footer pages, typos, privacy, press |
Scroll this table sideways →
Returns go to the returns address, not the office address. They are two different buildings in two different parts of New York, and a parcel sent to the wrong one is a parcel that takes longer to be credited, if it is credited at all.
Confirm the return address with the order desk before you post anything, because a published address can change and the desk is the party that knows.
The seller’s own answers, as supplied
Three answers about refunds were supplied to this site in the seller’s frequently asked questions. They are reproduced here as the seller’s statements. They are not a policy document, they were not accompanied by one, and the checkout page governs if it says something different.
- How to claim
- Telephone the order desk with the order ID. Send your full name, email address and order ID with the return.
- Where returns go
- 200 Park Avenue South, Floor 8, New York, NY 10003, USA.
- Who pays return postage
- The buyer, per the answer supplied, and the seller recommends using a tracked service.
- How long a refund takes
- Three to five business days for the seller to credit it after they receive the return, then five to ten days for a card to show it.
What is still missing from that
A number of days for the guarantee window itself, what that window runs from, and whether opened bottles qualify. None of those three was supplied in any form.
That is the subject of the guarantee page, which sets out the five things a term has to state and the questions that get them out of a seller in one telephone call.
What a refund request should contain
A request that contains everything needed to find your order gets handled once. A request that does not gets handled three times, and each round trip spends days out of whatever window applies.
Telephone the desk first
Call the order desk Monday to Friday, 9:00am to 5:00pm Eastern Time. Ask what the window is, whether your order is inside it, and whether anything has to be authorized before you post. Write down who you spoke to and when.
Ask for the return address in that call
Confirm it against the published one above rather than assuming either is current. Ask whether a reference number has to go on the outside of the parcel.
Put the identifying details in the parcel
Full name, the email address used for the order, and the order ID, on a sheet of paper inside the box. A parcel with no name in it is a parcel nobody can match to a payment.
Say what you are asking for
One line: a refund of the pack, a refund of part of it, or a replacement. Ambiguity here is what turns one exchange into four.
Post it tracked, and keep the receipt
Whoever pays for the postage, use a service that proves delivery. Photograph the packed parcel and the label before it goes.
Follow up once, in writing
If nothing has been credited after the period you were quoted, reply to the thread with the tracking number and the delivery date. A single clear follow-up beats several short ones.
Packing the return
- Send the bottles in a box rather than a bag. Capsules travel badly in padded envelopes and a damaged return is a contested return.
- Include every bottle the request covers, unless the desk has told you otherwise. On a three or six-bottle pack, ask before you split it.
- Leave unopened bottles sealed. A safety seal that arrives back intact is the cleanest evidence that a bottle was not used.
- Do not remove or obscure the lot code or the expiry date on any bottle. Those are what a seller uses to confirm what they sent you.
- Keep a photograph of the label of every bottle you send back, including the side panel with the lot and expiry on it.
- Keep the outer shipping label and the tracking receipt until the money has appeared on your statement, not just until the parcel is delivered.
Photographing the side panel takes a few seconds and answers most of the questions a query can raise later. Batch and lot explains what those codes do, and why they are the reference point for any question about a specific bottle.
What to get in writing before you pay
Every item on this list is easy to obtain before a purchase and difficult to obtain during a dispute. This is the whole of the advice on this page, compressed.
- The number of days in the guarantee, and what the clock runs from.
- Whether opened bottles qualify, in the listing’s own words.
- Who pays return postage, and whether a prepaid label is issued.
- Whether the original shipping charge is refunded as well as the product.
- The return address, and whether an authorization number is needed first.
- How long the credit takes once the return has been received.
- A screenshot of the checkout page as it stood on the day you paid, with the price, the shipping charge and the terms visible.
That last item is the one people skip and the one that settles arguments. A listing can be edited after a sale. A screenshot cannot be edited after the fact by anyone but you, and it costs nothing to take.
Where the terms that govern the sale live
Three documents can say something about a refund, and they do not carry equal weight. The terms shown on the checkout page at the moment you pay are the ones that govern the sale.
- The checkout page. The price, the shipping charge and the guarantee term as printed there, at the moment of purchase.
- What the order desk tells you. Useful, and worth writing down, but a telephone answer does not override a written term.
- This website. Product information and label arithmetic. It is not a contract, it does not set terms, and it holds none of the three figures above.
Our own terms and conditions cover the use of this website, and the disclaimer sets out what this site does and does not claim. Neither is the seller’s refund policy, and neither pretends to be.
If something on this page turns out to be wrong or out of date, tell the website inbox with the sentence and the page, and it will be corrected on the page with the date.
References
The sources behind the numbers on this page.
- U.S. Federal Trade Commission — 1999Androgen Supplement Marketers Settle FTC Charges — FTC.gov · source
See the SodaPeak packs
One, three or six bottles. The price is on the seller’s checkout page, because it is the one figure this site was never given — and a figure we were not given is not a figure we will print.
Shipping and the guarantee term are shown at checkout. This site publishes no number it was not able to verify.