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.
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.
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.
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.
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.
Please Note That By Deleting This Insurance Product Out Of Your Cart You Are Risking A Total Loss Of Your Shipment. We Are Liable Only For Shipping The Package Out And Can Not Guarantee Or Replace Any Lost, Stolen Or Damaged Packages. By Deleting This Product Out Of Your Cart, You Hereby Agree To Take Full Responsibility For Your Package Once It Has Been Picked Up From Our Warehouse.