FAQ (Questions and Answers)

Has my order shipped ?

Typically orders are sent to shipping for dispatch at 11 a.m. each business day. If your order does not ship the same day you placed it due to USPS pickup cut-off times, your package will ship the next business day. For example, if you order at 1:30 p.m. on a Friday, and the following Monday is a holiday, then the next shipping day would be Tuesday.

All orders are shipped using www.usps.com services, priority mail and priority international mail. If your shipping address is within three states of the Texas warehouse, we use first class mail, which has the same delivery time as priority mail. All shipments have tracking numbers, delivery, signature confirmation and postal insurance included in the shipping cost.

Use www.usps.com to check your package status.

Change quantities or cancel my order?

Once your order has been processed successfully it is sent electronically to our fulfillment center. This third party fulfillment center is fully automated. Once the order is placed the fulfillment center receives the details of your order, and an electronic fulfillment system similar to a robot selects the correct product and amount as stipulated by the order. A shipping label is then printed and a tracking number is issued before, packages are then assembled and sent to the receiving department. There www.usps.com picks up the packages Monday through Friday.

Once the order has been processed, we cannot stop the process. Nor can we cancel orders, redirect them to a different address, or add or change order details or product amounts. The fulfillment center normally completes its process within five minutes after you place your order. Physically attempting to pick your order out and modify it or stop it is not practical or acceptable under our contract with the fulfillment center. Once placed, orders cannot be changed, modified or cancelled. This was agreed upon at the time of purchase when you clicked on “I agree to the terms and conditions” at the time the order was placed.

If you wish to add more products to your order, you will have to issue a new order. The existing order cannot be modified from its original state once it has been processed.

How do I track my order?

Once a tracking number has been assigned to your package it automatically sends an email with your tracking information. In the event you don’t receive an email with tracking information you can call us at 1-855-281-8098 (US, Canada or Mexico) or 214-446-0158 (International). You can also email us at support@phen375.com.

Lost Packages.

All of the packages, international or domestic, are assigned a tracking number from either www.usps.com (US, Canada or Mexico) www.royalmail.com (International Packages) systems.

Upon delivery, each package will have a confirmation of arrival from the client or foreign postal service used to deliver the package. .

Each package is insured. If lost, the package will be reshipped to the receiver or importer, upon confirmation.

We cannot issue refunds on lost shipments; the insurance coverage we use specifically stipulates we have to reship to collect on the missing, lost or stolen package.

The insurance company does not allow us to file a claim before 30 days have passed. This is to avoid people attempting to defraud the postal insurance system and claim a lost or stolen package to receive a refund while already in possession of the package. Our Support Staff reserves the right to authorize a reshipment and classify a package as “Lost” to the insurance company if there has not been now notice of delivery passed 30 days.

The postal system at times is not updated accurately due to high volume or lost data, but usually updates within 30 days.

Most missing packages are found within this time-frame and have their tracking information updated accordingly. It is a federal crime to commit mail or insurance fraud. To avoid any possible issues we are complying with the postal and insurance regulations as required by law. If a customer needs help regarding a missing package they should contact our support staff for further assistance. All claims for lost packages must be submitted within a 90-day period.

Missing Items.

Although our third-party fulfillment center and warehouse is a fully automated world class facility, we cannot exclude the possibility of errors with the correct amount of bottle being shipped.

If you received a package with a missing item, the support team reserves the right to authorize a reshipment on the missing quantity at their discretion.

All products purchased are backed by the manufacturer’s warranty first and foremost, therefore we must validate this claim directly to the manufacture. The claim must be documented by the customer/recipient via a support ticket.

Additional proof must be required, including:

  • Description of the package as it was received.
  • Photograph of the exterior of the package as well as the interior of the package.

All missing product claims must be made within the first 48 hours of reception.

Damaged Packages.

If a package arrived with either unsealed or with a broken seal, it should be returned upon arrival. We will proceed to reship the package. The pertinent postal service is responsible for: Returning the original package back to the sender/distribution sender if it has been damaged. (Refer to Return policy)

Assuring the perfect state of the package during transit as well as delivering it successfully (in its original state) to its destination. Furthermore, if the package doesn’t show any signs of its integrity having been compromised but the product itself is damaged and is inadequate for human ingestion, the customer must contact our support team in order to file claim. There will be a 7-day time-frame to report damaged products.(The time-frame could be extended depending on the quantity ordered. )

All products purchased are backed by the manufacturer’s warranty first and foremost, therefore we must validate this claim directly to the manufacture. The claim must be documented by the customer/recipient via a support ticket.

Additional proof must be required, including:

  • Description of the package as it was received.
  • Photograph of the exterior of the package.

All products purchased are backed by 45-day manufacturer’s warranty.

Note

All the data was referred for the official website of Phen375.com for more visit Phen375 Official website. We are not responsible for your orders.