Shipping policy

 

We want this to feel easy. Here is the customer friendly version of how Founder order shipping, returns, and support work on the Shopify site.

 

• We process Founder orders as quickly as possible so the experience feels smooth from checkout to delivery. Customers receive an order confirmation after purchase and tracking once the order has been fulfilled.

• We cover standard shipping on qualifying Founder orders within Canada and the continental United States when the order includes a three month supply. Alaska and Hawaii are not included in this shipping offer.

• Customers should double check their shipping details before checkout. If an address is entered incorrectly and a package is delayed, returned, or misdelivered because of that error, additional shipping and handling charges may apply before the order can be sent out again.

• If an order arrives with visible shipping damage, missing items, or a fulfillment issue, the customer should contact support within seven days of confirmed delivery and include the order number plus clear photos of the shipping box, the pouch, and the issue observed.

• For international orders, customers are responsible for customs requirements, duties, taxes, import fees, and local compliance obligations in the destination country. Delivery times may also vary based on customs processing and carrier conditions outside normal operating control.

• Omnigenyx is a consumable product, so purchases are final except in cases of confirmed shipping damage, product integrity issues, or fulfillment error.

• If a qualifying issue is reported within seven days of confirmed delivery, Omnigenyx may provide a replacement, store credit, or refund depending on the specific situation.

• In most approved claim cases, the customer does not need to ship the product back. We may ask for photos or a little extra information so we can validate the issue and take care of it quickly.

• All international orders are final sale. We do not offer returns, exchanges, or refunds on international orders once placed, except where there is confirmed shipping damage, a product integrity issue, a fulfillment error reported within the required claim window, or where required by law.

• We do not accept returns or exchanges for opened consumable products because of taste preference, routine changes, ordering mistakes, or dissatisfaction after the order arrives in good condition.

 

• Do I need to send the product back if there is a problem? Usually no. In most approved claim cases, customers can keep the product.

• What should I send if there is an issue? The order number plus clear photos of the box, pouch, and the issue observed.

• What if I typed the wrong shipping address? Customers are responsible for reviewing shipping details before checkout, and additional charges may apply if an order has to be resent because of an address error.

• Who pays duties and import fees on international orders? The customer does.