General Questions

Shipping Update

Due to an increase in demand, we are experiencing shipping delays & high call volume. We are working hard to get all orders out as soon as possible. Once your order ships, you will receive an email with tracking information to follow your packages journey.

Here is our current shipping update:

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 will ship out in 3-5 business days and will arrive at your doorstep within 4-10 business days. If you're outside of the contiguous US, please be advised that we're expecting international shipping delays. 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 left corner of drkellyann.com.

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 my order?

Of course! If your order hasn’t been shipped yet, just click HERE to cancel it — and make sure you have your Order Number ready. If you’ve already received a Shipment Confirmation email, you can still cancel your order by speaking with Customer Support at 888-871-2155 or emailing Support@DrKellyann.com.

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.

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 cancel a subscription/recurring delivery?

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.

Questions on Shipping

How are you responding to the COVID-19 pandemic?

In response to COVID-19, we are taking the highest safety precautions in our warehouse.

We are limiting the number of employees allowed in the warehouse and ensuring we adhere to social distancing requirements. We also monitor every essential warehouse employee coming into the facility. Our employees regularly wash their hands and are required to wear their personal protective equipment in production areas. This equipment is specifically designed to prevent the transmission of bacteria or other contaminants to our product.

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.

What do you charge for shipping?

For orders under $149, we charge a flat shipping rate of $9 for deliveries within the continental United States and a $15 flat rate for deliveries to Alaska, Hawaii, Puerto Rico, and Canada,

Shipping within the Continental United States

Shipping to Canada, Alaska, Hawaii, and Puerto Rico

Orders under $149

$9

$15

Orders $149 or over

FREE

FREE

 

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.

When will my liquid bone broth order arrive?

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

Monday

After 4PM EST Friday but before 10AM EST Tuesday

Tuesday

Before 10AM EST within 1 to 2 day ground zones

Wednesday

Before 10AM in 1-day ground zone

Thursday

 

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 and Exchanges

How do I return my order and get a refund?

Dr. Kellyann stands by her products and offers a 90-day Satisfaction Guarantee return policy. There will be a $4.95 restocking fee deducted from the refund amount, and returns and refunds must be requested within 90 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 DOES NOT START with the letters “I” or “B” (ex: 257662), call 888-871-2155 or email Support@DrKellyann.com and a member of our Customer Support team will gladly assist you in handling your return/refund.

    What happens next after I start the return/refund process?

    1. We will send you a prepaid shipping label to your email address. Just print it, attach it to the shipping box your item is in, and ship it back to us.
    2. Once your order has been received at our facility, it usually takes 2-3 business days to process your refund.
    3. We will then issue you your refund (minus the $4.95 restocking fee). You will also receive an email confirmation. Please allow 3-7 days for your bank to process your refund.

    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.

    Can I exchange one product for a different product?

    Please contact us at info@drkellyann.com and we will work with you on getting you the product you want.

    Questions on Products

    If you have questions about a products ingredients or nutritional facts please check out that product's page.

    All Dr. Kellyann products here

    Powdered Bone Broth here

    Liquid Bone Broth here

    Powdered Collagen products here

    Cleanse and Reset Kits here

     

    Other Questions

    Questions about Dr. Kellyann start here

    Questions about Dr. Kellyann's books start here

    Questions about Dr. Kellyann's plans and programs start here