Shipping, Returns & Refund Policy

HEXABIOME ("HEXABIOME," "we," "us," or "our") provides this Shipping, Returns & Refund Policy to explain our shipping, return, refund, and satisfaction guarantee practices for purchases made directly through our website.

By placing an order with HEXABIOME, you agree to the terms of this Policy.

1. Where We Ship

United States. We currently ship within the contiguous United States. We do not currently ship to Alaska, Hawaii, U.S. territories, or APO/FPO/DPO addresses.

International shipping. We do not currently offer international shipping.

2. PO Box Addresses

PO Box delivery may be available for eligible destinations and shipping services. Availability is determined at checkout.

Please ensure that your shipping address, postal or ZIP code, and any other required address information are complete and accurate. We are not responsible for delays or non-delivery resulting from incomplete or inaccurate address information.

3. Order Processing

Orders are generally processed within 1 business day. Business days do not include weekends or applicable holidays.

Orders may require additional processing time when address, payment, or other order information requires verification.

4. Shipping Times

Standard shipping typically takes 3–6 business days after your order has been processed and shipped.

Delivery times are estimates and may vary due to carrier delays, weather, or other circumstances beyond our control. Processing time is separate from transit time.

5. Shipping Charges

We offer free standard shipping on all orders within the contiguous United States.

We do not currently offer expedited shipping options.

6. Tracking

Once your order has been shipped, tracking information will be provided through the contact information associated with your order. Tracking information may also be available through your order status page.

Tracking information may not become active immediately after shipment. Tracking updates may be delayed during periods of high shipping volume or transfers between carriers.

7. Address Changes and Order Cancellation

Please carefully review your shipping and order information before completing your purchase.

Once an order has entered processing or fulfillment, we may be unable to change the shipping address or cancel the order.

If an order can no longer be changed or cancelled because processing has begun, it remains subject to the applicable shipping, return, refund, and guarantee terms in this Policy.

Customers are responsible for providing complete and accurate shipping information.

8. Returns

We accept eligible returns within 30 days of delivery, subject to the terms of this Policy.

Products returned under our general return policy must be new, unopened, and in their original packaging.

Returns require prior authorization from our support team. Please contact us through our Contact Us page before sending a product back.

Please do not send a product to a return address unless you have received return instructions from us. If your return is approved, we will provide the applicable return instructions and return address.

Returns sent without prior authorization may be delayed or may not be eligible for a refund.

9. Return Shipping Costs

Unless the return is required because of an error attributable to HEXABIOME or our fulfillment process, return shipping costs are the responsibility of the customer.

If you receive an incorrect, damaged, or improperly fulfilled order, please contact us. If we determine that a return is required, we may provide return instructions or other assistance at no additional cost to you.

10. 30-Day Satisfaction Guarantee

Our 30-Day Satisfaction Guarantee applies to eligible One-Time purchases and to the first order of a Subscribe & Save subscription.

The 30-day period begins on the date the order is delivered. Refund requests must be received within the 30-day guarantee period.

The Guarantee is a separate refund program from our general return policy. A product return is generally not required under the Guarantee, although we may request additional information or, in certain cases, a return of the product.

The 30-Day Guarantee is limited to one qualifying refund per customer.

The Guarantee does not apply to:

• second or subsequent subscription renewal orders;
• recurring refill orders after the first subscription order; or
• a subscription that was cancelled and later reactivated.

11. Guarantee Refund Amount

Refunds under the 30-Day Satisfaction Guarantee are limited to the amount paid for the qualifying product.

The Guarantee does not cover:

• original shipping charges;
• applicable taxes; or
• return shipping costs.

Any discount or promotional offer is reflected in the amount actually paid for the qualifying product.

12. Product Returns for Guarantee Requests

A product return is generally not required under the 30-Day Satisfaction Guarantee.

In some cases, we may ask you to provide the remaining product, photographs, or other information reasonably needed to review your request. If a return is required, our support team will provide the return instructions.

13. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us promptly with your order details and, where applicable, photographs of the product and shipping packaging.

If we confirm that the issue resulted from an error attributable to HEXABIOME or our fulfillment process, we may provide a replacement or refund at no additional cost to you.

Please keep the product and packaging until you have contacted us if they may be relevant to the issue.

14. Refunds

Once a refund has been approved, we will generally process the refund within 10 business days.

Refunds are issued to the original payment method used for the purchase, where reasonably possible.

After we process a refund, your bank, card issuer, or payment provider may require additional time to make the funds available in your account.

The amount refunded may differ from the original order total when certain shipping charges, taxes, or other costs are non-refundable under this Policy.

15. Undeliverable, Refused, or Returned Orders

Customers are responsible for providing complete and accurate shipping information.

If an order is returned because of an incorrect or incomplete address, refusal by the recipient, or other circumstances attributable to the recipient, any applicable refund may be reduced by shipping, return shipping, handling, or other costs incurred in connection with the returned order.

Any applicable refund will be processed after the returned shipment has been received or otherwise confirmed.

16. Delivered but Missing Packages

If tracking information indicates that your order was delivered but you cannot locate the package, please contact us promptly through our Contact Us page.

We may review the available delivery and tracking information and, where appropriate, assist with the applicable carrier investigation.

Customers are responsible for providing a secure and accessible delivery location.

17. Subscription Orders

Subscription orders are also subject to our Subscription Policy, including provisions regarding recurring billing, automatic renewal, cancellation, and subscription management.

The 30-Day Satisfaction Guarantee applies to the first subscription order only. Second and subsequent subscription renewal orders are not eligible for the Guarantee.

Cancelling a subscription does not automatically cancel an order that has already been processed or shipped. Such orders remain subject to this Policy.

18. Relationship to Other Policies

This Policy should be read together with our Terms of Service and Subscription Policy.

The Subscription Policy governs recurring billing, automatic renewal, cancellation, and subscription management. This Policy governs shipping, returns, refunds, and the 30-Day Satisfaction Guarantee described above.

19. Contact Us

If you have questions about shipping, returns, refunds, damaged or incorrect orders, or the 30-Day Guarantee, please visit our Contact Us page.

We will review your request and provide instructions appropriate to your order and circumstances.