Return Policy
Return & Refund Policy
Return & Refund Policy
As part of our Customer Service commitment, Optimal Nutrition & Wellness stands behind our products and we want you to be as happy with them, as the rest of our customers have been. If for any reason you’re unsatisfied, please contact us at 404-941-8625 between the hours of 9am and 5:00pm EST Monday - Thursday or via email at carrie@drmatalone.com.
Returns and refunds should be simple and hassle free. We are sorry you want to return your item, but we are here to make this as easy as possible.
We offer free refunds on all unopened products. Please check that all items received are what you have ordered. If you received an INCORRECT item DO NOT OPEN IT. We do not accept any returns or provide refunds of items that have been opened, tampered with, or not in their original condition.
Returns
We have a strict 30-day return policy. We accept any returns within 30 days of the original purchase. Any return after 30 days of purchase will not be approved.
To be eligible for a return, your item must be unused and in the same condition that you received it.
The following items are NOT eligible for a return, refund, or exchange:
- Special orders or custom orders
- SALE and Clearance items
- Heat Sensitive items
- Perishable food and drink products. All food items in storefront and from our online store are sold on a non-returnable basis.
If an item is received damaged or is incorrectly shipped by us, please contact Customer Support within 72 hours to qualify for a return or replacement.
Returning Shipped Items
If you opt to return your purchase via freight services, contact our store to request a shipping label. It is the responsibility of the customer to pay for the return shipping label unless it is our error. You may also opt to return items in person within 30 days instead of shipping the product(s). In this case, a shipping fee and/or restocking fee will not apply.
Refunds
A kind reminder that your item must be unopened and in the original packaging in sellable condition with barcodes intact to receive a full refund. If you have written on your items, a refund will not be approved. This includes items that a staff member has written on at your request.
Once your returned is received, we will inspect your item. If your return is approved, a refund will be applied back to the original method of payment. If a return is denied, you will be contacted promptly.
Your credit will be received according to your card issuer’s policy.
Damaged or defective items
If for any reason you receive a damaged or defective item, reach out to our customer service team within 72 hours of delivery to initiate a replacement.
We do our best to minimize product breakage in transit; however, some items may experience breakage during shipping. If your product arrived damaged or contaminated in any way, please contact us immediately and we will do our best to resolve the issue. Please email photos of the label, packaging, and item to carrie@drmatalone.com. You must ship the item back in order to receive a full refund.
Our Commitment is to HAPPILY Serve Our Customers
Thank you for shopping with Optimal Nutrition & Wellness! We sincerely appreciate your devotion to shopping with our small business. We strive to keep our customers happy and treat you as part of the family.
This return policy has been implemented in order to keep costs down for our customers where we are able.
First time RETURN
If you have never placed a return request, begin here .