WHEN WILL MY ORDER SHIP?
Most orders ship on the same or the next business day. You should allow up to five (5) business days for order processing. Our carriers make multiple pickups from us throughout the day with the latest cutoff time at 6:30 p.m.
Certain types of orders, including orders with frozen and refrigerated products, only ship from Monday til Wednesday. If such orders are placed on Wednesdays, they will go out the following Monday. We reserve the right to delay shipment in the event of extreme weather conditions.
CAN I GET EXPEDITED SHIPPING?
We currently do not offer expedited shipping, but this is something we are working on adding in the near future! If you would like to be notified when we add this feature, please contact us by filling out our Contact Us form.
CAN I SEND SHIPMENTS TO MULTIPLE ADDRESSES IN ONE ORDER?
You cannot send shipments to multiple addresses within one order. If you wish to send products to multiple addresses, you must place separate orders for each shipping address.
I ACCIDENTALLY ENTERED THE WRONG SHIPPING ADDRESS. CAN I CHANGE IT?
You must contact us within 30 minutes after the order is placed to try to change the shipping address. If your order was placed more than 30 minutes ago, your order has already processed and cannot be changed. We are available Monday – Friday from 9:00am – 5:00pm (EST). Please contact us immediately by clicking on the red chat box or fill out our Contact Us.
1. Changing the shipping address may cause a delay in shipping.
2. If we are unable to change the shipping address, Planet Alkaline will not issue a replacement order or a refund. Please contact the courier to request a delivery change. You can find your shipping couriers in the shipping confirmation email or log into your account and click on My Account then Order History. You will be able to find all your shipping couriers to request an address change.
WHAT LOCATIONS DOES PLANET ALKALINE SHIP TO?
Planet Alkaline ships to all addresses in the continental U.S. Unfortunately, we do not ship to Hawaii or Alaska, but we are working on extending our services in the near future! If you would like to be notified when we offer these services, please contact us by clicking on the red chat box or simply fill out our Contact Us form.
WHO ARE YOUR COURIERS?
We use UPS, USPS and FedEx to get your packages to you as quickly as possible! The courier is automatically selected based on your geographical location and cannot be chosen or changed.
Some products have a delivery cap are not possible to purchase and deliver multiple items. We will inform you as soon as possible if you have purchased over the limit. Please contact us for more info on your order: firstname.lastname@example.org
MY TRACKING LINK SHOWS MY PACKAGE HAS BEEN DELIVERED, BUT I HAVE NOT RECEIVED MY ORDER.
Please contact us immediately by clicking Contact Us form with "My Order" as the subject title. One of our customer service representatives will be happy to assist you.
MY TRACKING SHOWS THAT MY PACKAGE IS BEING RETURNED BACK TO PLANET ALKALINE .
Please contact us immediately by either clicking on the blue chat box or fill out our Contact Us form with "My Order" as the subject title. One of our customer service representatives will be happy to assist you.
If you received a damaged product, we will need to verify this information as soon as possible.
An order is eligible for a full product price refund if the carrier tracking shows that the package was damaged in transit.
If tracking shows that the package was successfully delivered, we will need proof of damage from the customer. Specifically, we will need to receive the images that clearly display the reported damage (including at least 1 image where we can clearly see the UPC on the product) as well as the images of the container that it arrived in with all its contents.
If our team receives clear proof that the delivered item(s) were damaged - we will be able to issue a full refund on the product.
Damage claims on orders for non-perishable products must be reported within thirty (30) days to be considered for a refund.
PLEASE NOTE: Damage claims on orders for frozen, refrigerated and perishable products must be reported within 24 hours of the delivery date.
No Longer Needed/Wanted
In case you simply wants to return the item (e.g. if you are not happy with it), we can offer you a refund on the product -25% restocking fee.
To be eligible for a return, your item must be unused and in the original packaging and must not be out of date at the time the return is received.
Please keep in mind that the shipping fee is non-refundable and is not eligible for a pre-paid shipping label.
Item Not Received
If tracking shows the package was delivered but the recipient disputes it, we will open an investigation with the carrier.
Under these circumstances, refunds are not guaranteed and you are obligated to cooperate in the handling of such a claim. Failure to cooperate may result in a denial of the refund.
Return to Sender (RTS)
Generally, packages that are returned back to sender are subject to a refund less 25% restocking fee and shipping charges. This applies, but is not limited, to instances where the address was incorrectly inputted when the order was placed, where the recipient refused delivery, refused to pick up the package and where the address is deemed invalid by the carrier.
In cases where you believe the carrier mistakenly failed to deliver the package, we will file a claim with the carrier. Your cooperation is expected on this claim. Failure to cooperate may lead to denial of the claim and ineligibility for a refund.
I WANT TO RETURN MY ORDER, BUT I USED A COUPON. WILL I GET MY COUPON BACK?
If the coupon has expired, we will not be able to create a new coupon code for you. If you are unsure about the expiration date of your coupon, please contact us by clicking on the red chat box. If you wish to be added to our email list for future promotions and coupon codes, please fill out our Contact Us form.
WHAT IS THE STATUS OF MY REFUND?
Once we issue a refund, you will receive an email confirmation. Please allow 3-5 business days for this refund to appear on your credit card statement. If you do not see the refund after 5 business days, please contact us by filling out our Contact Us form and one of our customer service representatives will be able to look into this further for you.
AN ITEM IS MISSING FROM MY ORDER.
If you are missing an item, please contact us immediately by clicking on the Contact Us form. One of our customer service representatives will be happy to assist you.
I RECEIVED AN ITEM IN MY ORDER THAT I DID NOT ORDER.
Please contact us if you have received an item you did not order by clicking on the red chat box or fill out our Contact Us form.
We will not ask you to return the item, but this information is helpful as we use it to help identify issues and prevent future mishaps.