- When will my liquid bone broth order arrive?
- How do I manage my subscription?
- Why did I only receive part of my order?
- What do I do if my package was damaged or my liquid bone broth came thawed?
- Can I cancel or edit my order?
- My favorite Dr. Kellyann product is sold out. When will it be back in stock?
- How do I check my Gift Card Balance?
- What type of orders can I use my Dr. Kellyann Gift Card on?
- Why is a coupon code not working?
- Where do I enter a coupon code?
- What if I make a return on a purchase made through installments with Shop Pay?
- What if I miss an installment payment?
- Are there late fees?
- Can I buy gift cards with Shop Pay Installments?
- Is there a limit to how much I can spend on a single Shop Pay Installments order?
- Can I use Shop Pay Installments if I'm an international customer?
- Which payment methods are accepted if I use the option to pay in installments on Shop Pay?
- What is the option to pay in installments on Shop Pay?
- What types of payments do you accept?
What happens next after I start the return/refund process?
- Please include your order #, email address and packing slip inside your package when returning. Customers are responsible for return shipping via carrier of choice. Be sure to hold on to your tracking information for future correspondence.
- Once your order has been received at our facility, please allow 5-10 days for refund processing.
- Once processed, we will then issue a refund (minus the $9.95) processing fee. You will also receive an email confirmation. Refunds will show up in your account within 5-7 business depending on your financial institution.
***If you are not seeing a refund confirmation and your tracking number shows it has been delivered to us, please email your tracking number to firstname.lastname@example.org and we will handle your refund request.
PLEASE NOTE: If you purchased one of our products from a website other than drkellyann.com, you may need to contact that company regarding their return policy. If you have returned an item "Return To Sender" these orders can take about 4 weeks to arrive back to us.