Frequently Asked Questions
Questions on Orders
When will I receive my order?
We know how excited you are to receive your order and we’re working hard to get them out ASAP. Our goal is to process every order within 24hrs of placing. However, due to a significant increase in order volume, please allow 3-5 business days to process your order. We’ll send your tracking details the moment the order ships.
In the contiguous U.S., most orders are expected to ship out in 7-10 business days and expected to arrive at your doorstep within 10-14 business days. If you're outside of the contiguous US, your order may arrive within 2-4 weeks. Your order may also arrive in multiple shipments in order to clear customs. Thank you for your understanding and support!
My Dr. Kellyann product is sold out. When will it be back in stock?
Due to the incredible product results and high order volume, we do experience product sell-outs. We strongly recommend signing up for product alerts to be the first to know when an item is back in stock.
|Products Out of Stock/ Delayed||Expected In Stock|
|French Onion Bone Broth||July 2023|
|Rosemary Thyme Bone Broth||Mid June 2023|
|Lemon Sips - Original||End of June 2023|
|Chocolate Almond Collagen Shake||End of June 2023|
|Vanilla Almond Collagen Shake||End of June 2023|
|10-Day Belly Slimdown Product Bundle||End of June 2023|
|Cleanse & Reset Variety Pack
||End of June 2023|
|Collagen Creamer||End of June 2023|
|Super Chocolate & Vanilla Smoothie
||End of June 2023|
|Bellabiotics Jars & Pouches||Shipping June 17th|
|Be Well Bundle||Shipping June 17th|
How do I track my order?
You can track your order from the link in your shipping confirmation email or by logging into your account. You can login into your account by clicking the Account icon in the upper right hand corner of drkellyann.com. If your order number begins with an "I" or a "B" please use this link to track your order: https://ssl.drkellyann.io/track
How do I create an account?
Clicking the Account icon in the upper right left corner of drkellyann.com and choose Create Account below the Sign In button.
Can I cancel or edit my order?
If your original order began with an "I" or "B" you can cancel the order anytime by clicking HERE. After you enter your Order Number, you will be redirected to the cancellation page. Here you can cancel your whole order or certain items. If you want to cancel the subscription, check the box beside the item, then check the “Cancel subscription” box under the item.
To edit your order, please reach out to Customer Support at 888-871-2155 or email firstname.lastname@example.org within 2 hours of your order being placed.
Where do I enter a coupon code?
Enter your coupon code on the check out page. When on a mobile device click “Show order summary” to open the coupon code field.
Why is a coupon code not working?
Coupon codes will not work if they are expired, and you can only use one coupon code at a time. Double check your email or our social post for expiration dates, and keep in mind coupon sites are not authorized by Dr. Kellyann to offer our coupon codes so even when they publish one it does not mean that it is a valid coupon code. Gift cards can only be applied to new checkout orders, they cannot be applied to recurring orders.
Why did I only receive part of my order?
To better serve our customers, certain products are housed at different warehouses. If your order contains multiple products, some parts of your order may ship out before others and arrive at different times.
What do I do if my package was damaged or my liquid bone broth came thawed?
Please contact us at email@example.com and we will work with you on getting your product replaced.
What are the benefits of a subscription? And how does it work?
Subscription customers receive a discount on every order, one-of-a-kind recipes, early access to sales, and early access to new products.
You can manage your subscription account by changing the frequency, skipping a month, pausing your account, and more. Our goal is to make this as easy as possible and hassle-free for you.
How can I pause my monthly subscription?
If your original order started with DKA#, you can log into your account or click "Manage Subscriptions" to update your frequency, add/remove items or cancel your subscription. To update your subscription on all other orders beginning with "I" or "B", please email us at firstname.lastname@example.org or start a chat with us!
Questions on Shipping
What locations do you ship to?
We can deliver our products anywhere in the United States (including Alaska, Hawaii, and Puerto Rico) and to Canada, and New Zealand at this time.
For Canadian and New Zealand customers, your order can take up to 2 to 4 weeks to arrive. Your order may arrive in multiple shipments in order for it to make it through customs and safely delivered to you. We do not ship to P.O Boxes.
What do you charge for shipping?
For orders under $149, we charge a flat shipping rate of $9 for deliveries within the contiguous United States. All deliveries to Alaska, Hawaii, Puerto Rico, and Canada have a flat shipping rate of $9.
Shipping within the Contiguous United States
Shipping to Canada, Alaska, Hawaii, and Puerto Rico
Orders under $149
Orders $149 or over
I'm from Canada, are customs duty and taxes included in your flat rate shipping?
Customs duty and taxes are not covered in our flat rate shipping and will be the responsibility of the customer.
Please note duties and taxes may be due to the associated carrier upon delivery and duty fees will not be refunded.
When will my liquid bone broth order arrive?
* Liquid bone broths ship within the contiguous US ONLY. We can not ship to P.O boxes.
To ensure your liquid Bone Broth is fresh when it arrives, it's shipped frozen and packed in dry ice. For that reason, all orders for liquid bone broth are shipped Monday through Thursday (depending on the transit time and shipping method).
Liquid Broth Order Placed
Liquid Broth Orders Shipped
After 10AM EST Wednesday but before 4PM EST Friday
After 4PM EST Friday but before 10AM EST Tuesday
Before 10AM EST within 1 to 2 day ground zones
Before 10AM in 1-day ground zone
Please watch for your delivery confirmation to know precisely when your Broth will be arriving so you can plan to get it into your freezer right away.
Questions on Returns
Can I return my order?
Dr. Kellyann stands by her products and offers a 60-day Satisfaction Guarantee return policy. There will be a $9.95 processing fee deducted from the refund amount, and returns and refunds must be requested within 60 days of your purchase.
If your Order Number starts with the letters “I” or “B” (ex: B1625766240176), you can click HERE to begin the return process online.
If your Order Number starts with the letters DKA#, you can click HERE to begin the return process online.
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 email@example.com 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.
Questions on ShopPay Installments
What is the option to pay in installments on Shop Pay?
When checking out with Shop Pay, you now have the option to pay now or later. Paying in installments on Shop Pay allows you to split your purchase amount into four equal, biweekly installment payments with 0% APR, or monthly installments with no hidden or late fees*.
*Rates from 0-36% APR. Payment options through Shop Pay Installments are subject to an eligibility check and are provided by these lending partners: affirm.com/lenders. Options depend on your purchase amount, and a down payment may be required. State notices to consumers affirm.com/licenses.
Which payment methods are accepted if I use the option to pay in installments on Shop Pay?
For non-interest bearing orders, debit and credit cards are accepted through Shop Pay. For interest bearing orders, you can only pay using a debit card.
Can I use Shop Pay Installments if I'm an international customer?
Shop Pay Installments is only available to customers with a United States billing address and a United States mobile phone number. Customers with international billing addresses or phone numbers can't use Shop Pay Installments.
Is there a limit to how much I can spend on a single Shop Pay Installments order?
Yes, 17,500 USD is the order value limit that applies to purchases using Shop Pay Installments, including discounts, shipping, and taxes.
Can I buy gift cards with Shop Pay Installments?
You can't purchase gift cards using Shop Pay Installments. If you want to purchase gift cards along with Shop Pay Installments eligible products, then you need to place two separate orders.
Are there late fees?
No, there are no late fees if you miss a scheduled payment.
What if I miss an installment payment?
There are no late fees for customers who miss a scheduled payment. However, partial payments or late payments might impact your credit score, or your eligibility to use Shop Pay Installments in the future. If you have questions about a missed installment payment, then you can contact Affirm support for assistance
What if I make a return on a purchase made through installments with Shop Pay?
To request a refund, contact the store where you purchased your item. Using their return policy, the store will advise if a return is possible. If a return is possible, then the store will advise how much the refunded amount will be. After your refund is processed, the refund amount will be applied to your original payment method within 3-10 business days and your balance will be updated.
If your refund is less than your total purchase balance, then it might not lower your next payment. Instead, you can expect fewer payments, a smaller final payment, or both.
If your refund is more than your purchase balance, then the difference is returned to your original payment method within 3-10 business days.
If your order is made with interest payments, then the paid interest isn't refunded. When you make payments, the funds are first applied to the accrued unpaid interest and then to the principal. Interest is the cost of borrowing, and isn't refundable.