Return & Refund Policy

Return & Refund Policy

If you have any questions about the details below, please contact our friendly and dedicated customer support team. We're here to help!

Returns

Due to the hygienic and perishable nature of baby formula, we do not accept returns or exchanges, even if unopened. To guarantee the authenticity of our products, all formulas come directly from the manufacturer’s authorized wholesalers and are never restocked once they leave our warehouse. Any returned formula is immediately discarded to ensure the integrity of our inventory. Thank you for understanding our commitment to your baby's safety and well-being.

Cancellations

We pride ourselves on fast processing! Orders are packed, processed, and shipped shortly after being placed. If you need to cancel, please contact us immediately.

If cancellation is possible, we will refund the order amount minus a 5% handling and transaction fee.
Refunds may take up to 10 business days to appear on your statement, depending on your bank.
Cancellation is not possible once the courier has packed or picked up your order.

Address Changes After Placing an Order

When you place an order, we deliver to the address provided at checkout. While we will do our best to accommodate address changes, we cannot guarantee updates after payment.

Misdelivery due to an outdated address is not refundable.
Once a package leaves our warehouse, Organic Formula Shop cannot assume responsibility for delivery issues caused by address changes.
We recommend avoiding delivery redirection requests with the courier, as these often lead to delivery delays or errors.

Note: We cannot deliver to business addresses or P.O. Boxes.

Misdeliveries

Once your package leaves our warehouse, it is your responsibility to coordinate with the shipping provider.

If a package is marked as "delivered" but cannot be found, please check common areas, neighbors, or contact the courier.
In some cases, we can provide GPS delivery coordinates, though this service is not always available.
Refunds are not offered for packages marked as "delivered" by the carrier.

For undelivered packages, our delivery guarantee applies, and we will work with you to resolve the issue. We strongly recommend selecting a signature-required delivery when arranging shipping with the courier.

Incorrect Product Delivered

We sincerely apologize if there was a mistake with your order! Please contact us with:

Your order number.
A photo of the shipping label and the product you received.

If the correct item is in stock, we’ll send it promptly. If it’s unavailable, we’ll issue a full refund. We’re sorry for the inconvenience and will resolve it as quickly as possible!

Damaged or Lost Items

We’re sorry if your package was damaged or lost! While we take every precaution to prevent shipping damage, occasional issues can arise.

"Damaged" refers to punctured inner bags (boxed items) or containers (canned items). Cosmetic damage, such as dents or creases, does not qualify for a refund.
Report damages to the courier upon delivery and take clear photos of the damaged items.
Notify us within three days of delivery, and include photographic evidence.

For lost packages, we will initiate an investigation with the carrier. If the claim is confirmed, we’ll gladly issue a refund.

Important: Do not use the formula if the inner silver packaging or can is punctured! Dispose of it after taking photos.

Updated Product Packaging

Manufacturers occasionally update their packaging designs. As we prioritize the freshest inventory with the longest expiration dates, customers may receive updated packaging that differs from website photos. A packaging change does not qualify for a refund.

Delivery Delays

While our carriers typically deliver within 2-4 business days, delays due to weather, holidays, or customs are beyond our control.

During peak seasons, delivery may take up to two weeks, though delays are rare.
Orders placed on weekends are processed the following business day.
Delivery delays caused by the carrier are not refundable, but we ensure a ship-out timeframe of 12-24 hours on business days.

Refunds

Once your issue is resolved, we’ll notify you of the outcome. Approved refunds will be issued using your original payment method. Please allow your bank or credit card company time to process the refund.

Customer Fraud Regarding Product Complaints

We take all product complaints seriously. Claims must be supported by evidence such as photos or videos, which we will share with manufacturers. Falsified claims will be addressed through legal channels.

All manufacturing batch numbers are recorded at the time of shipping and will be verified against any claims. If requested, customers must return products for lab testing following our instructions.

Gift Cards

Gift cards and sale items are non-refundable.

For any questions, don’t hesitate to contact our friendly customer support team. We’re happy to assist!