General Questions

Questions on Orders

When will I receive my order?

We know how excited you are you receive your order and we're working really hard to get them out ASAP.

Once your order has been successfully processed, you will receive an order confirmation via email. Once your order has shipped you will receive a shipment confirmation via email and will contain a link to access your tracking information.  

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!

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?

To edit your order, please reach out to Customer Support at 888-871-2155 or email info@drkellyann.com 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 info@drkellyann.com and we will work with you on getting your product replaced.

How can I pause my monthly subscription?

If your original order began with an "I" or "B" you can cancel the subscription option anytime by clicking HERE. After you enter your Order Number, you will be redirected to the Product Order page. Here you can cancel your order, cancel certain items, or simply cancel the subscription option by checking the box beside the item (on right side), then checking the “Cancel subscription” box.

For all other orders, you can log into your account on drkellyann.com and click on "Manage Subscription" to update your frequency, add/remove items or cancel your subscription.

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.

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).

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?

1. 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. 
2. Once your order has been received at our facility, please allow 5-7 days for refund processing.
3. Once processed, we will then issue a refund (minus the $9.95) processing fee. You will also receive an email confirmation.
   
   ***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 info@drkellyann.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.