Hello. I am writing to express my sheer joy and gratitude for your amazing customer service. I recently ordered a big box of formula and during the delivery process, somehow the box got soaked in some kind of oil. It soaked through the boxes and was on the bags of formula. This was obviously the fault of the USPS and when I filed a claim with them, they denied it. I worked with Monica Green throughout this process and she was really amazing! She was prompt to respond to emails and she was just incredibly helpful and supportive. I can't thank you all enough for re-ordering my product and not charging me. Your company has got some top notch customer service and I feel confident ordering from you guys. Thank you to Monica and My Organic Formula again. You made a bad situation 150% better.
To help keep our products affordable and accessible, we offer expedited, free shipping to customers located within the Continental U.S. We understand that babies need to eat - therefore, we also offer an additional faster shipping option for our Customers - YOU
Please allow 12-24 hours for processing fulfillment. Pre-Orders 2-5 business days (Saturday and Sunday not included).
Customer Service is only available through EMAIL SUPPORT from Monday through Friday from 9am-5pm (CDT). We no longer have phone support. Please allow 24-72 hours to respond back to your emails. We will respond in the order it was received.
We offer FREE expedited 1 to 5 Days Shipping Service on all U.S. orders 50.00 USD & up, also offering faster options for those with urgencies.
Please note that an order has to be placed before 11:00 am (CDT) to allow us to secure that it will be shipped the same day!
Please note that the expected delivery date is provided by the Courier, and is subject to change. For any delays or questions on orders, please contact the Courier directly.
Please allow extra time if ordering during the busy holiday season to account for larger demands on carriers.
We offer Free Expedited Shipping anywhere in the U.S. on orders greater than 50.00 USD and additionally for those of you who need formula fast, additional shipping options for you to choose at checkout.
Please Note that we are using different shipping operators and aren't responsible for claims. Although all shipments are insured up to the order amount but to a maximum value of 99.00 USD per shipment.
Due to very high shipping rates we charge min. 45 USD for shipping to Canada (for a single pack). Please Note that we are not responsible for customs clearing.
All other Countries Shipping
WE DO NOT SHIP INTERNATIONALLY ONLY TO CANADA
We work with multiple carriers to assure that your order is delivered “on time.” Current carriers include USPS, Fedex and UPS. Your carrier will be selected based on your location and the size of your order. If you request a specific shipping courier of your choice, additional fees may occur. We send tracking information to all orders regardless of the carrier we are using. Please note that USPS does not guarantee their shipping time - therefore we insure every package up to 99.00 USD. My Organic Formula is not responsible for shipping delays since it is not in our hand. If your item is damaged or lost during shipping, you may file a claim with the carrier. We cannot guarantee delivery of your package, only that your package will be shipped.
All orders are always packed in an additional Box but still might arrive damaged. Please note that all our Products were sent out in perfect condition and are always sealed. When the Box get damaged by the carrier, the product itself is safe and still in perfect condition.
All orders will be shipped in a BOX.
Boxes offer the most protection when shipping any product.
Lost Or Missing Packages
If your tracking information shows that your package was delivered, but you can't find it:
Within 36 hours of expected delivery
Verify the shipping address
Look for a notice of attempted delivery
Look around the delivery location for your package
See if someone else accepted the delivery
Some packages travel through multiple carriers; check your mailbox or wherever else you receive mail.
Wait 36 hours - in rare cases, packages may say delivered up to 36 hours prior to arrival
If your package does not arrive and was lost or stolen, please note that we are sending all orders using either FedEx or USPS and can not be held liable for packages lost by the carrier. All packages are insured up to 99 USD.
In the random case of your package not arriving, please note that you will have to file a claim online by going to the carrier's website. In order to be considered lost, a package must be undelivered 24 hours after the expected delivery date and time. A report cannot be made until then. Please allow additional time when a package is delayed due to adverse weather.
After filing a claim it takes 5-10 business days for a response and approval for any insurance claim to be resolved by the carrier. Unfortunately, we cannot file a claim due to USPS and FedEx regulations.
Once you have the claim confirmation from the carrier, please contact us, providing the CLAIM number (not the case number) with carrier approval for refunds, and we will gladly issue you a refund. Again, please note that all packages are only insured to a 99 USD maximum. If you want additional insurance please choose at checkout.
You can visit FedEx or USPS to file a claim.
If you received a damaged item, we apologize! But don't worry the product is safe and can be used. At times the boxes can get damaged while in transit the product itself is safe and still in perfect condition. The pouch is sealed, it is just a simple cosmetic damage.
We are very sorry if a mistake was made in processing your order. Please email us immediately with your order number within 3 days of receiving the shipment. Please attach photos of the false item(s) you received so that we may help identify the mistake. We’ll send you (using cross-shipping) the correct product right away, including a return shipping label for the false product you have received. This option ensures the fastest turnaround for any of the replacement options listed above. If the correct item is no longer available, we’ll credit your original form of payment. Please allow 48 hours for the credit to appear on your statement. A copy of your packing slip must be sent with returns.
Unfortunately, we have made some changes to our return policies and starting March 2017 we will not be able to accept any returns. The reason for this change is because all of our products are perishable or personal hygienic items. It makes a huge impact on our inventory for all of our customers. And we object from re-selling items that are returned. All of our products are new, unused and unopened. All terms and policies are subject to change at any time without notice.
Customers have the responsibility of canceling their own subscriptions. If you are having trouble logging into your account please contact us: firstname.lastname@example.org and we will help you with your subscription. Please be aware that we DO NOT set up our customers on any subscriptions. Therefore if you have received a package and forgot to cancel we are not liable to have the goods returned back to us for any refunds. Please be responsible for canceling your subscription prior to your shipping date. Our system automatically charges your card if you have a set subscription and we will ship your order.