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Fulfillment and transit times

At Remedyx, the fulfillment process includes the following:

Remedyx has a maximum lead time of 2 business days to process the order. This means that if an order is received on Monday, it will be ready for pickup by Wednesday at the latest. If an order is received on a Friday, it will be ready for pickup by Tuesday of the following week at the latest, and so forth. Under exceptional circumstances, such as but not limited to: unexpected order fulfillment volume surge, shortage of fulfillment staff members, software or technical issues, this lead time could be extended with or without previous and formal notice.

In addition to the 2 business days for fulfillment, you need to consider the *estimated transit times for the order to be delivered by the carrier. Remedyx is not a shipping carrier, and thus we rely on the carriers below for our shipping operations:

  • USPS Domestic (US): estimated to be 3-7 business days.
  • UPS Domestic (US): estimated to be 3-5 business days.
  • USPS Domestic (US): estimated to be 5-9 business days.
  • UPS Domestic (US): estimated to be 5-7 business days.
*This is an estimation provided by the carriers, and thus it is not a guarantee. Therefore, the transit times may be shorter or longer based on several logistical factors such as weather, workforce shortage or strikes, order volume surge due to holidays, etc.

How to track an order that has been shipped?

Once the shipping label is created and printed, the email that you provided for fulfillment notifications at the time of purchase, will receive an automated email with the order and tracking information. This is an automated process.

For all shipping methods, once the order ships, the tracking number will update automatically through the carrier’s website and not through Remedyx.

Remedyx is not a carrier and does not control nor oversees the tracking of packages.

We will do all that we can to send all purchased items in the same package, limiting the number of tracking numbers associated with any given order.

If the items of the orders do not fit into our largest single box, up to 20x12x12, Remedyx will split the order for shipment.

Order Refunds & Order Credits

Once an order ships from our fulfillment center, we do not issue refunds to your account.

Instead, we may offer you an exceptional order credit for the total charge of the order in the following order issues:

  • Incorrect SKUs/labels shipped.
  • Expired inventory shipped.
  • Container’s inner “seal” is broken, damaged or open. Dented containers with a seal properly secured and sealed do not qualify.
  • Order not delivered to the customer or tracking number not updated (within 30 days from the order date for domestic orders in the USA)
  • If an order credit is issued, the order will not be reshipped, and the credit amount will be added to your account to be applied to future orders only. We do not provide refunds, only credit.

To be eligible for a free reship OR order credit, you must submit a ticket to our Fulfillment Department within 20 consecutive days from the time you received the faulty order at the most.

With that ticket, you must include:

  • Your name
  • Order number
  • Indicate whether you would like a reship or an order credit.
  • Photo evidence of the wrong SKUs/labels that were shipped and a photo of the expiration date and lot number of the item which can be found printed at the bottom of the bottle for our staff to proceed with a thorough investigation.

Upon receipt of the ticket with all the above information, Remedyx will notify you of the next course of action along with a time frame of completion.

Claims submitted past the 30 consecutive day time frame, will not be accommodated.

How can I contact the Fulfillment Department regarding shipping matters?

All communication with the Remedyx Fulfillment Department should be done using our ticketing system which is our only channel of support. Failure to use the ticketing system for any reason, or if you reach out to any other staff member through any other communication channel, may result in a delayed response and resolution.

What happens if my package is mishandled by the carriers and then returned from the carrier to Remedyx?

If a package is returned to Remedyx due exclusively to “logistical issues”, meaning the package was mishandled by the carriers, Remedyx will notify you of this through an email and you will let us know what should be done with the package. 

There are two options:

  • Option 1

    Reship the product: The cost to reship the product will be covered by Remedyx. Reasons for return could be, but not limited to, incomplete or incorrect address, or because it was determined by the carrier, for any reason, that the item could not be delivered. If the products are not suited to be reshipped, due to dented containers, or damaged labels, we will prepare a fresh order and ship it at Remedyx’s expense.

  • Option 2

    Return the product(s) into our stock: If you choose not to reship the order back to you, and have Remedyx put the product back into stock instead, Remedyx Labs will credit your account for the cost of the product(s), fulfillment and shipping.

What happens if the tracking information of my package indicates it has been delivered, but I have not received it?

Order transit is fully managed by the carriers and thus it is out of the control or oversight of Remedyx.

If something like this happens, contact our customer support in order to analyze the situation and follow next steps.