Frequently Asked Questions

Below FAQ are some common concerns. If you have other questions, please use our Contact Us page.

Filter by Topic
  • All
  • Subscription Questions
  • Account / Privacy Questions
  • Orders / Returns
  • Products / Service
  • Payments / Shipping

Need Help Now?

If you have an issue or question that requires immediate assistance, you can click the button below to chat live with a Customer Service representative.

If we aren’t available, drop us an email and we will get back to you within 1 Business Day!

Subscription Questions

Yes, you have total control over your subscriptions. You can cancel, change, or pause at any time after the initial term ends.

Yes, you can either visit My Account, or click on the link on the subscription email confirmation.

Absolutely, by visiting My Account, you can skip a certain order or make sure the order gets placed right away. You have total control.

Yes, for each plan, you get a different discount. The shorter the cycle, higher the discount.

Same rules as regular orders apply. For example, if the total of your auto-replenishments are over $40, your order will not be charged for shipping. If you place multiple subscription orders, they each must follow this rule. You can always manage your subscriptions under My Account and add more products to be eligible for free shipping.

In order to be eligible for the discounts, you are agreeing to certain number of cycles stated on the product page, subscription window.

Account / Privacy Questions

In order to create a new account click on the account icon on the top right of the home page and click on the button [Create an account]. Fill in the few information required and click Create an account. You can however shop without an account and create your account right before the checkout or just proceed as a guest.

Once you are logged in, you can change your account information clicking on the account icon on the top right and select [My account]. In this section can modify your address

You can click on Forgot password in the Login page. Then enter the e-mail address associated with your account, and click Submit. We'll email you a link to a page where you can easily create a new password.

The personal information we ask you to provide to create an account is necessary for the completion and processing of orders. Without such information we will not be able to process your orders. Such information is strictly confidential and will not be disclosed or provided to third parties for marketing purposes or for other services. Please refer to our Privacy Policy for more details.

In order to complete and process orders and invoices you are necessarily requested to provide some personal data. Such information is personal and strictly confidential and we are committed not to disclose it or provide it to third parties for marketing or other purposes. You can always check and modify your personal information at any time, in the Account section of the webshop. If such information is not provided you will not be able to complete orders. You will always be requested to provide explicit authorization to receive communications or newsletters from us and you will always be able to deny or remove such authorization sending an e-mail to or clicking on the Unsubscribe link you will find in the newsletters.

Yes, our webshop utilizes cookies, with the only purpose of customizing the service provided to clients.

Orders / Returns

To place an order you have to select one or more items in the store and add them to the shopping cart through the button [Add to cart]. After that you can click on [Proceed to checkout] button in the cart popup and "View cart" to view all the selected products. Alternatively you can click on the [Cart] icon on the top right of the page and "View cart" button to view all the selected products. You can remove items clicking on [X] or modify quantities typing the new quantity in the specific field. You can then proceed to checkout, clicking the [Proceed to Checkout] button. During the checkout you will have to: a) provide you address details or log in if you already have got an account b) choose your delivery method; c) choose the payment method and provide related details d) click [Pay now] to complete your order. You can pay by credit card (American Express, Visa, MasterCard, Discover, JCB, Diners) or by PayPal. If the payment is successful the order is to be considered completed and you will receive a confirmation email
Unless we already shipped your order, please Contact Us at once. Once an order is completed, it is not possible to cancel or modify it. In case you are no longer interested in the products you can still return them.
You will receive a confirmation e-mail with your order details once you have completed payment.
Yes, you have to log in first and then go to the My Account page. Here will be able to view the orders you have recently made. Clicking on the Order number you can view all your orders details and track shipment.
Once your order is shipped, you receive a shipment confirmation email from us. Here you can find a link [View your order] leading you to an order summary page. On such page you find the tracking number and a link to the courier page in which you can check the status of your shipment. In addition to that, you can always check your orders history logging in to our store, clicking on the account icon on the top right of the page and then on My Account. In this section you can find the details of your orders. Clicking on the order number you can view a link [Track shipment] for each item ordered.
You can always return an item, but only if not opened or utilized beyond sampling, and in its original packaging.
Our return policy is valid for 30 days. After 30 days, we are unable to offer a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, please notify the seller by e-mail at, providing the following information:
  • Order number
  • Date of receipt of the order
  • Item code and description of products you intend to return
  • Reason for return
  • Name and address of Customer
    We will communicate as soon as possible by e-mail a authorizing the product(s) to be returned and the address to which products have to be sent back. The product(s) must be returned to us unused and undamaged, with their seals and original packaging and carefully stored. You will be responsible for paying for your own shipping costs to return your order, unless we made an error in shipment.

    If all the above conditions are met, we will refund the price of the products returned within 5 days from the receipt of goods excluding shipping charges and customs fees, such as cost of free shipping of the initial order. Refunds will be made solely through the payment instrument used for the order process or a store credit, if preferred.

    Late or missing refunds If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at

    We only replace items if they are defective or damaged and on condition that valid proof is given. In these cases, please send us an email at and, after verification, we will replace the products.
  • You are kindly requested to check carefully the parcel and its content when it is being dispatched to you and, in case, inform the courier about any problem. Once you accept the parcel from the courier, we will no longer be in a position to consider claims regarding missing, wrong or damaged items.
    If you have a promotional code you can type it in the Cart and click on the [Proceed to checkout] button. The discount code will be automatically applied to your order. Alternatively, you can enter this information at the final checkout page.

    Products / Service

    The product availability is always stated on the product page. All of our products listed on the site are almost always available. If not, please use the Product Notification form to be notified, when the product is back in stock.
    Product ingredients are available on the product pages. For all other information, please feel free to Contact Us.

    Payments / Shipping

    Each courier has its own policy, but normally they will inform you about the expected delivery date and about alternative options to collect your parcel (i.e. pick-up points). You can get this information and change your shipping options also on the courier web site, following the link provided on the order summary page.
    You can pay by the most common credit card (American Express, Visa, MasterCard, Discover, JCB, Diners) or by Shop Pay, Apple Pay, Google Pay, PayPal.
    Payments are processed safely using the most advanced and utilized security systems in a trusted environment.
    This site handles USA, Canada, & Mexico. Our European site handles European countries. We expect to ship to the rest of the world shortly.
    Orders are shipped out of our warehouse via UPS, USPS, or Canada Post within 1-2 business days. Delivery times vary based on distance from warehouse and the shipping method you selected. For orders of 40 US$ or more you will enjoy free shipping in the U.S. For orders below 40 US$, shipping costs will be calculated based on weight and distance. You can always choose a faster shipping method at your expense, if required. For international orders, customers will be responsible for customs fees and/or duties, when applicable. For Canada, we ship domestically from our Canadian warehouse.
    For orders of 40 US$ or more you will enjoy free shipping in the U.S.
    You are kindly requested to check carefully the parcel and its content when it is being dispatched. If the parcel is damaged you should immediately notify the courier and possibly not accept the parcel. You should then Contact Us.
    Unable to find your answer? Contact Support