Shipping & Refund Policy
ASIA - WARM WEATHER SHIPPING
During very warm weather, products may soften or even melt in transit as they sit in warm delivery vehicles, post boxes, mailboxes or on front porches.
We use more protective packaging in the heat of summer, so most products do make their journey safely.
Since melting is a natural reaction to heat and we have no control over the conditions during transit or delivery, please understand that we cannot be responsible for melted products.
We have the same problem as companies who make and ship fine chocolates during summer months! Once your order leaves our premises, the weather is out of our control.
No returns or credits on protein bars or any product because package contents have been left on your porch or outside in the heat. We suggest having your order shipped to your place of business or to a neighbours’ home, or anywhere that it can be taken inside immediately.
HERE’S A TIP: If your order containing protein bars has been in the heat for any length of time, unpack your box, and without touching or smushing individual bars, place the boxes of protein bars (or individual protein bars, if not packaged in boxes) in your refrigerator for about an hour. They will re-harden and suffer no loss of nutrition, although they might not be quite as pretty.
WHAT TO DO ABOUT MELTING
Please select an express shipping option at checkout.
On sunny or warm days it is best to refrigerate BEFORE opening PRODUCTS. If you open items, especially those in wrappers, to check if melting has occurred, they may stick and make a mess!
WHAT WE ARE DOING TO HELP THE PROBLEM
During hot weather, we do our best to protect our products from melting in transit.
- We check every product before it is packed for shipping
- We have switched from shipping in envelopes to using boxes that allow more padding for insulation
- We wrap our delicate products in bubble wrap or another padding to add another layer of insulation
As a result, most products shipped in warm weather arrive without melting. But please understand, there is no way that we can ship products to completely control for the high heat temperatures of summer, vehicles, post boxes and mailboxes.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and send your item to: T2B 18-03,3 Towers Ampang, Jalan Ampang, Kuala Lumpur, Malaysia.
To return your product, you should mail your product to: T2B 18-03,3 Towers Ampang, Jalan Ampang, Kuala Lumpur, Malaysia.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over RM50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
This is only applicable for WEST MALAYSIA.