Shipping, Credit & Return Policy
SECTION 1
Rocktomic Labs Fulfillment Services Rocktomic Labs offers their Private Label Drop Shipping (PLDS) business model to allow you to start your supplement business with no inventory purchases, and automated order fulfillment.
That said, it is key to describe exactly what our integration and PLDS fulfillment services include:
- One-time Integration for 1 online store per membership.
- Troubleshooting of your integration in case of order import errors.
- Order import from your online store in real time. - Printing of the shipping label for every order.
- Printing of your labels on demand with our in-house printers and stock paper for every order.
- Application of your labels to your products for every order.
- Picking and packing your orders and leaving the package ready for pick up by the carrier.
There are 2 lead times to consider for every order:
a. Fulfillment and transit times
At Rocktomic Labs, the fulfillment process includes the following: importing orders from an integrated online store, packaging, and leaving a package ready for carrier pickup. Rocktomic Labs has a maximum lead time of 2 business days to achieve the above. This means that if an order is received by Rocktomic Labs on Monday, it will be ready for pickup by Wednesday at the latest. If an order is received by Rocktomic Labs on a Friday, it will be ready for pickup by Tuesday of the following week at the latest, and so forth. Under exceptional circumstances, such as but not limited to: unexpected order fulfillment volume surge, shortage of fulfillment staff members, software or technical issues, and/or connection issues for your online store, this lead time could be extended with or without previous and formal notice.
In addition to the 2 business days for fulfillment, you need to consider the *estimated transit times for the order to be delivered by the carrier to your customer. Rocktomic Labs is not a shipping carrier, and thus we rely on the carriers below for our shipping operations on behalf of your online store:
- USPS Domestic (US): estimated of 3-7 business days.
- UPS Domestic (US): estimated of 3-5 business days.
- GlobalPost (International): estimated of 10-14 business days.
- UPS Worldwide (International): estimated of 10-14 business days.
*This is an estimation provided by the carriers, and thus it is not a guarantee. Therefore, the transit times may be shorter or longer based on several logistical factors such as weather, work force shortage or strikes, order volume surge due to holidays, etc.
Below, you will find estimated lead times (Fulfillment + Transit) that you should have on your online store (checkout pages and shipping policy). This is to help ensure your customers know what to expect at the time of purchase:
- USPS Domestic (US): 5-9 business days approx.
- UPS Domestic (US): 5-7 business days approx.
- GlobalPost (International): 12-16 business days approx.
- UPS Worldwide (International): estimated of 12-16 business days.
*If you have failed to disclose these lead times to your customers, you need to take immediate corrective actions on your online store to avoid unnecessary fulfillment/shipping concerns from your customers. This information also helps you understand what to expect from Rocktomic Labs. As long as your customers know what to expect, they will not reach out to you with concerns or complaints. b. For every order that we fulfill for you, there are 4 charges that you need to cover:
- Wholesale cost of product(s) based on our Catalogs and your membership with Rocktomic Labs.
- Fulfilment fee: $2.00 USD flat fee per item: *Fulfillment fee includes: label paper (white gloss BOPP), Printing of label, Application of label, Picking of product, Packaging supplies, Packaging labor, Printing and application of shipping label. This fulfillment fee may change at any time with or without previous formal notice.
- Shipping cost: based on volumetrics and rates established by the carriers, not established by Rocktomic Labs.
- When we bill you for the orders that we dropship on your behalf, we apply a credit card processing fee of 3.45% + $0.25, OR an invoice processing fee of 2.95% + $0.25, OR an ACH processing fee of 1% with a max of $10 per billing.
SECTION 2
Fulfillment Center Operation Hours
Our US based Fulfillment Center is located at:
1615 Lakes Pkwy, Suite C, Lawrenceville, GA 30043 USA
Rocktomic Labs fulfills orders Monday-Friday, between 8am to 2pm, with the exception of the following US Federal holidays:
a. New Year’s Day.
b. Independence Day.
c. Labor Day.
d. Thanksgiving Day.
e. Christmas Day.
The fulfillment cut-off time is 2 pm EST for all orders with less than 20 units. Orders will be processed within 2 business days. Under exceptional circumstances, this lead time could be extended with or without previous and formal notice. Delivery done by the carriers to your customer’s addresses occurs Monday-Saturday via USPS, UPS, Global Post, and UPS Worldwide.
SECTION 3
Where does Rocktomic Labs ship to?
We ship domestically (USA) as well as internationally. For international shipping, it is your responsibility as the business owner to check, confirm and get updates on the current guidelines, policies, taxes and/or duties that your country or the countries that you would like to dropship to apply to you or final consumers. Rocktomic Labs is not financially responsible or liable for any past, current or new policies, taxes and/or duties that countries may apply for international orders.
Special conditions: As of June 2022, Rocktomic Labs has been made aware of the following requirements for shipping to the following countries:
a. Brazil - Requires a Tax ID number from the Supplement Brand for all international shipments including PLDS orders, sample orders, bulk orders and custom formula orders.
b. DHL Express: All orders need to have the customer’s email and phone number in order to properly notify of shipments.
SECTION 4
What shipping carriers does Rocktomic Labs use?
Domestic orders (USA) are shipped via UPS Ground, USPS First Class, or USPS Priority. International orders ship via Global Post or UPS Worldwide. The choice of your preferred shipping carrier(s) will be determined by you at the time of your online store setup and integration.
SECTION 5
What are the current carrier shipping rates?
a. Rocktomic Labs does not charge a flat shipping rate for shipping. Instead, Rocktomic Labs charges you what your choice of carrier currently charges.
b. The shipping rates are based on weight, dimension, and location. In the transportation industry, a standard concept known as dimensional weight (see Tab 1 below for further information) is practiced.
c. You may find estimated shipping rates on pages 8-19 of our Supplement & Apparel Catalog which you may find HERE. Rocktomic Labs is not responsible, nor controls shipping rates as again, they are set and updated by the carriers. These rates are subject to change at any time with or without prior formal notice.
d. Responsibility for payment of international duties & taxes: Typically, duties and taxes are determined by the type of goods that are shipped and the value of the goods. Duties and taxes are levied by Customs in the destination country. Each country has its own customs laws and the duties for different types of goods and values are set locally. Rocktomic Labs does not take responsibility for paying these fees. These are the responsibility of the receiver and/or business owner and terms and conditions thereof should be disclosed on your online store.
Tab 1
Dimensional weight, also known as volumetric weight, is a pricing strategy which uses an estimated weight that is calculated from the length, width, and height of a package. It establishes a minimum charge for the cubic space a package occupies on a truck. The shipping fee is based upon the dimensional weight or the actual weight, whichever is greater.
To help you understand how this works below you find an example: Using dimensional weight calculations, a freight carrier will charge for lightweight (low density) packages as if they had a greater weight (the weight of the package at the minimum accepted density). For example, a box of supplement shipped internationally which weighs 10 pounds and measures 12x12x12 inches would be charged as if it weighed 13 pounds: (12 x 12 x 12)/139 = 12.43 pounds which is then rounded up to 13 pounds for shipping cost purposes.
Please be mindful that shipping cost, terms and conditions, and transit time is set by the carrier(s) and thus are subject to change at any time with or without notice and are not the responsibility of Rocktomic Labs. Rocktomic Labs reviews rates regularly with each carrier and collaborates closely with them to ensure you, the online store owner, can maximize the benefits of lower shipping rates.
Rocktomic Labs will charge your credit card either before or after the product has been fulfilled and shipped, based on the internal billing processes that apply to each account.
Rocktomic Labs has an automated order fulfillment and billing process for every order that comes into our system. For the most part, the billing of every order occurs the day after an order is fulfilled, however, there are a few exceptions where our Billing Department will require orders to be fully billed prior to fulfillment.
Some of these exceptions are:
- Your credit card on file has failed payment for a minimum of 5 orders.
- You have detected fraudulent activity in your online store, and thus you need to send instructions to our Billing Department prior to billing.
- A large order is placed in your online store by you or one of your customers (10 units per SKU minimum), which would require billing prior to fulfilling. - Other exceptions established at the discretion of Rocktomic Labs, which will be promptly and properly communicated to you.
Make sure that you have a valid credit card in our system with enough funds to avoid unnecessary fulfillment delays which will directly affect the buying experience of your customers. This is your full responsibility as the Brand and business owner. Also, make sure that you promptly respond to our Billing Department enquiries when handling any billing matters pertaining to your account. The final shipping cost could vary due to the carrier's final charges.
SECTION 6
How to track an order that has been shipped?
a. Once Rocktomic Labs receives an order from your online store, as part of our fulfillment process, we create and print the shipping label as well as your brand labels to start the order preparation.
b. Once this shipping label is created and printed, the email that you provided for fulfillment notifications at the time of integration, along with the email associated with the end user (your customer), will receive an automated email listing the order and tracking information. This is an automated process.
c. For all shipping methods, once the order ships, the tracking number will update automatically through the carrier's website and not through Rocktomic Labs.
d. Rocktomic Labs is not a carrier and does not control nor oversees the tracking of packages.
e. We will do all that we can to send all purchased items in the same package, limiting the number of tracking numbers associated with any given order.
f. If the items of the orders do not fit into our largest single box, up to 20x12x12, Rocktomic Labs will split the order for shipment.
g. When shipping internationally, customs can delay packages by up to 6 weeks. This does not happen often, but it can happen. Rocktomic Labs has no control and absorbs no logistical or financial responsibility in such situations. Rocktomic Labs takes no responsibility for the taxes and/or fees due at import. This is your responsibility as the online store owner.
SECTION 7
PLDS Order Fulfillment (orders coming from your online store)
Order Refunds, Order Credits & Order Returns
a. Order Refunds & Order Credits Once an order ships from our fulfillment center, we do not issue refunds to your account. Instead, we may offer you an exceptional order credit for the total charge of the order in the following order issues:
- Incorrect SKUs/labels shipped.
- Expired inventory shipped.
- Container’s inner “seal” is broken, damaged or open. Dented containers with a seal properly secure and sealed do not qualify.
- Order not delivered to your customer or tracking number did not update (within 30 days from the order date for domestic orders in the USA, and within 45 days from the order date for international orders).
Note: If you offer your customers money back guarantees due to any other reasons other than the ones listed above, then you will be fully responsible financially for them.
In the event of your customers facing any of the issues listed in Section 7, A, and at your request, Rocktomic Labs will either:
- Reship the order completely free of charge,
OR
- Issue an order credit for the total charge of the order in question to your account (product wholesale cost, fulfillment fee and shipping cost).
Note: If a reship is selected, the reshipped order will not be billed. If an order credit is issued, the order will not be reshipped, and the credit amount will be added to your account to be applied to future orders only. We do not provide refunds, only credit.
To be eligible for a free reship OR order credit, you must submit a ticket to our Fulfillment Department within 30 consecutive days from the time that your customer received the faulty order at the most.
Within that ticket, you must include:
- Your store name.
- Order number.
- Indicate whether you would like a reship or an order credit.
- Photo evidence of the wrong SKUs/labels that were shipped and a photo of the expiration date and lot number of the item which can be found printed at the bottom of the bottle for our staff to proceed with a thorough investigation.
Upon receipt of the ticket with all the above information, Rocktomic Labs will notify you of the next course of action along with a time frame of completion.
Any other reasons that your customers submit to you in pursuit of a refund, will be your responsibility logistically and financially, with no exceptions. Claims submitted past the 30 consecutive day time frame, will not be accommodated.
b. Order Returns
If your customer requests a refund or to return an order exclusively due to the quality issues listed in Section 7, A, you may offer them to reship the order at no cost to them, or to simply issue them a refund.
For order reship and credit issuing, follow the steps indicated in Section 7, A above.
If your customer chooses a reship or a refund exclusively due to the quality issues listed in Section 7, A, there is no need for them to return the original order to you or our fulfillment center.
However, if your customer requests a refund or a return due to any other reasons that you may have offered in your website’s terms and conditions, other than the quality issues listed in Section 7, A, they may return the order to our fulfillment center. Once our Fulfillment Department receives the returned order, and our staff has confirmed that the items shipped may be repurposed, this means that the items can be used for another order, then Rocktomic Labs may issue an order credit to your account for the product wholesale cost only. In this scenario, we will not issue an order credit for the fulfillment and shipping costs. If the items are opened, or arrive damaged to our fulfillment center, an order credit will not be possible.
To be eligible for an order credit on a returned order based on the conditions established in Section 7, B, you must submit a ticket to our Fulfillment Department.
Within that ticket, you must include:
- Your store name.
- Order number.
- Indicate that you would like an order credit.
Upon receipt of the ticket with all the above information, Rocktomic Labs will notify you of the next course of action along with a time frame of completion.
There are a few common questions that come up from time to time as it pertains to shipping procedures. Below you will find those, and the financial responsibility associated with each:
- How can I contact the Fulfillment Department regarding shipping matters?
All communication with the Rocktomic Labs Fulfillment Department should be done using our ticketing system which is our only channel of support. Failure to use the ticketing system for any reason, or if you message or text any other staff member through any other communication channel, this may result in a delayed response and resolution.
- What happens if my customer’s package is mishandled by the carriers and then returned from the carrier to Rocktomic Labs?
If a package is returned to Rocktomic Labs due exclusively to “logistical issues”, meaning the package was mishandled by the carriers, Rocktomic Labs will notify you, the online store owner, of this through a ticket and you will be responsible to let Rocktomic Labs know what should be done with the package. There are two options:
● Option 1 - Reship the product to the customer: The cost to reship the product will be covered by Rocktomic Labs. Reasons for return could be, but not limited to, incomplete or incorrect address, or it was determined by the carrier, for any reason, that the item could not be delivered. If the products are not suited to be reshipped, due to dented containers, or damaged labels, we will prepare a fresh order and ship it at Rocktomic Lab’s expense.
● Option 2 - Return the product(s) into our stock: If you, the online store owner, choose to not reship the order back to your customer, but choose to have Rocktomic Labs put the product back into stock, Rocktomic Labs will credit the online store for the cost of the product(s), fulfillment and shipping.
- What happens if the tracking information of my customer’s package says delivered, but my customer claims they have not received it?
Order transit is fully managed by the carriers and thus it is out of the control or oversight of Rocktomic Labs. The financial liability for any lost or stolen packages for which the tracking information shows as delivered is yours as the Brand and business owner.
Whenever a package is lost or stolen, but the tracking information shows as delivered, you may create a ticket for Fulfilment Department and request for the order to be reshipped at your full expense (product, fulfillment and shipping cost).
For these events, and for you to protect your business and cashflow, it is suggested that you hire and utilize a shipping insurance agency for your business as most online stores do. Shipping insurance agencies will normally assist you in the process of locating your package and file claims, if needed. Please note that your relationship with these agencies is not tied to or associated with Rocktomic Labs in any way, and thus we cannot provide support on this matter.
To implement an insurance protection program option for all your packages, you may include a post-purchase experience such as Route (click HERE for a Demo) to track and protect your parcels. With Route protection, your customers get the option to add it for a minimal fee at the time of check out. This provides the peace of mind in the event there is a need to file claims for lost or stolen packages with a company that is backed by SEG Insurance Ltd and provides legal shipping insurance protection.
For more information and to get started with Route Protection click HERE.
This is a 3rd party company, and it is not associated with Rocktomic Labs. We have only formed a strategic partnership to help provide a quality option to your business.
What happens if there are multiple items in an order placed by my customer and 1 or more items are on backorder (out of stock)?
Rocktomic Labs is part of a robust supply chain, and therefore you and us depend on raw ingredient sourcing from diverse countries, transfer of these raws, blending and manufacturing lead times, 3rd party testing processes and delivery to our Fulfilment Center.
Naturally, when one of the steps in the supply chain fails, this generates a backorder status of any given SKU at any time.
Rocktomic Labs and its business model, which is fulfilling products on demand, does a technical analysis of supply and demand month to month, to ensure that we have a full available stock of SKUs for your business, but when a step before the supply chain fails, we have no option but to mark products as out of stock.
Therefore, in order for your fulfillment to work as smoothly as possible, it is your full responsibility to check our Rocktomic Inventory Report (click here) periodically and to adjust your product availability in your online store accordingly. This is your full responsibility. We suggest checking at least 1-2 times per week.
If an item becomes unavailable throughout the day and is in a backorder status, our Fulfillment Department will contact you to define how you would like to manage the backorders.
- What happens if an item in a bundle SKU is on backorder?
Same as above.
- What happens if my shipment is taking too long to arrive to my client?
Tracking numbers may not always update their status immediately after an order has been picked up by the carrier, therefore, please be patient and wait out the estimated fulfillment and transit times indicated in Section 1, A, before contacting our Fulfillment Department for assistance.
*Please note, the fulfillment and shipping industry is no stranger to order issues, as millions of parcels are being managed every day. Therefore, do not expect that 100% of your orders will have 100% accuracy with transit times. As an ecommerce entrepreneur, you will face challenges and hiccups with transit matters. Make sure you have fully disclosed the estimated fulfilment and transit times to your customers, and that you have the proper terms and conditions, as well as customer service retention tools in place to manage your customers' inquiries and complaints as it is your responsibility to do so.
SECTION 8
Bulk Orders Terms & Conditions, Order Refunds, Order Credits & Order Returns
Terms & Conditions
a. In addition to our PLDS order fulfillment, we also fulfill Bulk Orders for our SKUs. We offer the lowest MOQs in the industry, as well as the fastest fulfillment lead times. Please read the instructions, terms, and conditions below before proceeding with a bulk order:
- The lead time from time of reception of this form, billing, and having your order ready for shipping is between 3-5 business days for small orders. For larger orders, the lead time could be up to 3-5 weeks, and there could be delays or extended lead times due to order volume.
- Make sure to fill out your Bulk Order Request Form (click here) completely and accurately.
- Check the spelling and data on your billing and shipping addresses.
- Bulk Order quotes and invoices will have a validity of 5 business days from the time our staff sends them to you.
- Bulk order turnaround times will be confirmed by our Custom Formulas / Bulk Orders Specialist, and they will vary based on product availability and quantity.
- Our Custom Formula / Bulk Orders Specialist will contact you before your order is billed and placed, and Rocktomic Labs will not bill you without your written or verbal authorization.
- Make sure that your branded labels have been updated, completed and reviewed by Branding and our Regulatory Compliance Department before placing your labeled bulk order request. This is your responsibility and part of your business due diligence. Rocktomic Labs will not be financially or logistically liable in the event of shipping products with incorrect or generic labels.
- Make sure that you have received samples of your labels to check on the standard quality Rocktomic Labs offers through their fulfillment service before placing large orders. This is your responsibility and part of your business due diligence. Rocktomic Labs will not be financially or logistically liable in the event of label quality disconformity for bulk orders.
- All bulk order payments are final. We do not allow refunds or payment disputes. No exceptions.
- Aside from total product cost, fulfillment and shipping, when we bill you for the orders, we apply a credit card processing fee of 3.45% + $0.25, OR an invoice processing fee of 2.95% + $0.25, OR an ACH processing fee of 1% with a max of $10 per billing
b. Order Refunds & Order Credit
Once a bulk order ships from our fulfillment center, we do not issue refunds to your account and thus all sales are final. Instead, we may offer the following solutions to the possible issues listed below:
i. Issue: Incorrect SKUs shipped.
Solution: If Rocktomic Labs sent you incorrect items in your order, please submit a ticket to our Custom Formulas / Bulk Order Department and request a reshipment with the correct items. We will ask for some information, provide instructions on the process to follow and the expenses if any. When submitting a ticket, always provide: • Brand name • Order, receipt or invoice number • Detailed description of your issue.
ii. Issue: Incorrect Labels shipped.
Solution: If Rocktomic Labs sent you incorrect labels on your items, please submit a ticket to our Custom Formulas / Bulk Order Department and request a reshipment with the correct labels. We will ask for some information, provide instructions on the process to follow and the expenses if any.
*Before placing a Bulk Order, always make sure that your labels have been made and fully approved by our Branding Department to avoid this specific issue from happening.
iii. Issue: Expired inventory shipped.
Solution: If Rocktomic Labs sent you expired items, please submit a ticket to our Custom Formulas / Bulk Order Department and request a reshipment with fresh inventory. We will ask for some information, provide instructions on the process to follow and the expenses if any.
*Our inventory for Bulk Orders may have a shelf life of between 6-24 months. Therefore, before placing a Bulk Order, it is your responsibility to ask on the exp date of our inventory to confirm it matches with your sales strategies. Special conditions may apply if you request inventory with specific shelf life, such as higher MOQs or extended lead times.
iv. Issue: Container’s inner “seal” is broken, damaged or open partially or in all your items.
Solution: If you receive items with the inner seal broken, damaged or open, please submit a ticket to our Custom Formulas / Bulk Order Department and request a reshipment with new inventory. We will ask for some information, provide instructions on the process to follow and the expenses if any.
*Dented containers with a seal properly secure and sealed do not qualify.
v. Issue: The tracking number of your Bulk Order has not update and it shows as “Label Created” only (After 30 days from the shipping date for domestic orders in the USA, and after 45 days from the shipping date for international orders).
Solution: If the tracking number of your Bulk Order has not update and it shows as “Label Created” only, please submit a ticket to our Custom Formulas / Bulk Order Department. We will contact the carrier to track/localize your package(s), we will ask for some information from, provide instructions on the process to follow and the expenses if any.
vi. Issue: You did not receive your Bulk Order, even though the tracking information shows as delivered.
Solution: If the tracking information of your Bulk Order shows as delivered, but you did not receive your package, please submit a ticket to our Custom Formulas / Bulk Order Department. We will do our best to enquire with the carrier to track/localize your package(s). If the carrier is not able to localize your package(s), you will be financially responsible in this unfortunate event. For Bulk Orders, it is always recommended to hire insurance for your packages, as this is one issue where Rocktomic Labs will not be able to reship your order free of charge.
When submitting a ticket for all the issues above, always provide:
- Brand name,
- Order, receipt or invoice number,
- Detailed description of your issue.
Upon receipt of the ticket with all the above information, Rocktomic Labs will review your case and will indicate the next course of action along with a time frame of completion and the expenses if any.
Any other reasons that you submit in pursuit of an order refund or order credit will not be accepted, with no exceptions. Claims submitted 50 days past the shipping date will not be accommodated, no exceptions.
There are a few common questions that come up from time to time as it pertains to Bulk Order shipping procedures. Below you will find those, and the financial responsibility associated with each:
- How can I contact the Custom Formulas / Bulk Order Department regarding shipping matters?
All communication with the Rocktomic Labs Custom Formula / Bulk Order Department should be done using our ticketing system which is our only channel of support. Failure to use the ticketing system for any reason, or if you message or text any other staff member, this may result in a delayed response and resolution.
- What happens if my Bulk Order is returned from the carrier to Rocktomic Labs?
If a bulk order is returned to Rocktomic Labs, Rocktomic Labs will notify you, the online store owner, through a ticket and you will be fully responsible to let Rocktomic Labs know what should be done with the bulk order. There is one option:
▪ Option 1 - Reship the bulk order: The costs associated to reship the bulk order is not the responsibility of Rocktomic Labs. Reasons for a return could be, but not limited to, incomplete or incorrect address, or it was determined by the carrier, for any reason, that the item could not be delivered as well as customs issues. The shipping and fulfillment charges are to be covered by you. If the products are not suited to be reshipped, due to dented containers, or damaged labels, you will need to cover the cost of the product(s) as well.
- What happens if my bulk order is lost or stolen during shipping transit?
Order transit is fully managed by the carriers and thus it is out of the control or oversight of Rocktomic Labs. The financial liability for any lost or stolen bulk order is yours as the Brand and business owner.
For you to protect your business and investment, it is suggested that you hire and utilize a shipping insurance agency for your business. Shipping insurance agencies will normally assist you in the process of locating your package and file claims if needed. Please note that your relationship with these agencies is not tied to or associated with Rocktomic Labs in any way, and thus we cannot provide support on this matter.
- What happens if my bulk order is taking too long to arrive at the destination?
Tracking numbers may not always update their status immediately after a bulk order has been picked up by the carrier, therefore, please be patient and wait out the estimated fulfillment and transit times before contacting our Custom Formula / Bulk Orders Department for assistance.
*Please note, the fulfillment and shipping industry is no stranger to order issues, as millions of parcels are being managed every day. Therefore, do not expect that 100% of your orders will have 100% accuracy with transit times. As an ecommerce entrepreneur, you will face challenges and hiccups with transit matters. Make sure you have fully disclosed the estimated fulfilment and transit times to whomever you are working with, and that you have the tools in place to handle your inquiries and complaints.
SECTION 9
Sample Orders Terms & Conditions, Order Refunds, Order Credits & Order Returns Same terms and conditions as Section 8.
Section 10
Custom Formulas Terms & Conditions, Order Refunds, Order Credits & Order Returns
Terms & Conditions
a. In addition to our PLDS order fulfillment, and Bulk Order fulfillment for our SKUs, we offer turn-key Custom Formula manufacturing, for dropshipping or for you to distribute directly. We offer the lowest MOQs in the industry, as well as reasonable lead times. Please read the instructions, terms, and conditions below before proceeding with a custom formula:
- Please fill out and submit 1 form for 1 formula. If you need additional formula quotes, please fill out a new form.
- Custom Formula quotes and invoices will have a validity of 5 business days from the time our staff sends them to you.
- Proof of funds (bank statement) for at least $3,000 USD is required (for 1 formula) prior to processing your quotation request (please attach your proof of funds when submitting this form, otherwise, this request will be disregarded).
- Make sure to fill out this form completely and accurately.
- Check the spelling in all the data provided.
- Custom formula orders have a minimum order quantity of 288 units per SKU (This MOQ could be higher based on your ingredient deck).
- Samples of your formula are available at $297 each. This is a separate cost of the formulation process and if your formula is flavored, samples are required to be purchased.
- Custom formula orders will require a label to be designed (the lead time for this varies), and between 16 to 20 weeks or more to be manufactured from date of sample approval. This lead time may be extended due to supply chain or ingredient testing delays, and so it is not a guarantee. Make sure you check our current lead times with our Custom Formulas / Bulk Orders Department before proceeding with your order and always plan ahead for reorders.
- COAs (Certificates of Analysis) for custom formulas are not included in product pricing, and thus we will apply a fee of $200 to test the formula and generate the COA. The FDA requires we test finished batches for final consumer safety and blend validation.
- All custom formula order payments are final. We do not provide and allow refunds or payment disputes. No exceptions.
- Aside from total product cost, fulfillment and shipping, when we bill you for the orders, we apply a credit card processing fee of 3.45% + $0.25, OR an invoice processing fee of 2.95% + $0.25, OR an ACH processing fee of 1% with a max of $10 per billing
Order Refunds, Order Credits & Order Returns
a. Same as Section 8, B. Revised & approved by: Marco A. Garcia – Mar 8 2023.
