Order Issues
For any questions or concerns, help can be reached Mondays & Tuesdays 10am-5pm AST, Wednesdays through Saturdays 10am-6pm AST, & Sundays 11am-3pm AST, via email at [email protected] or by calling our storefront at 340-773-7777.
Customer Service will be contacting you as soon as possible, please consider adding any details that may help answer your questions. We kindly ask for your patience in receiving a response from our team.
Order Changes
We are unable to offer any changes to your order such as adding items to your order after it has begun being processed. Once your order has been fulfilled and begun shipping we will not be able to adjust or change any customer details pertaining to the order.
Important: Please double-check your name, address, and all other details before submitting your order. If you put the incorrect address and the package has shipped, there is nothing The Remedy can do for that order until the package has been processed for a return to sender.
Returns
No refunds, exchanges, or returns are allowed; all sales are final. Your acceptance of the terms of purchase means you agree to and understand the Terms and Conditions of Use.
Shipping Methods
The shipping time for packages depends on the carrier, the distance this package is being sent, and what the package contains. All shipping rates are a flat fee of $10, regardless of the size or dollar amount of the order.
All orders are shipped using USPS Ground Advantage or Priority Mail. Generally, shipping takes about 2-5 business days after being fulfilled to arrive depending on the distance.
After your order has been picked up by the carrier, The Remedy does not possess additional information regarding the exact location of your package beyond what is provided in the tracking updates. Should you have further queries about your package’s delivery, we recommend reaching out directly to your local post office or USPS customer support.
Shipping Times
Processing times may be extended during holidays.
The Remedy does it’s best to get orders out in a timely manner. Generally orders received Monday-Friday are processed and taken to USPS within 24 hours. Shipping times may increase the time in which you are waiting for the order to be dropped off to USPS due to holidays and weekends when the post offices are closed. Therefore, orders placed on Saturdays and Sundays will generally not be given to USPS until the following Monday and the following business day for orders that are placed on a holiday.
Please keep in mind that orders will be processed in the order that they are placed.
Tracking
You will receive your tracking number once your shipping label has been created and your order has been dropped off to USPS. You will receive this tracking information in an automatically generated email from USPS when the label is created for your order and from our online store Ecwid when USPS is in possession of the order. The email will come to the email entered when you placed your order.
Defective Product
We take customer satisfaction very seriously.
If a product is received not as expected or described, please reach out. We will only send replacement within 7 days of receipt of the package. This includes damaged, missing, or wrong items. We ask that the order number is provided in your communication with us and in some cases, photos will be requested. Please email all requests to [email protected] or call 340-773-7777 during our normal business hours.
Lost Orders
Occasionally, a lost or damaged parcel may delay shipping and delivery. In the event you have not received an order within 10 business days, we urge customers to speak with the carrier to file a claim. Insurance up to $100 via USPS is included on all orders.
As noted earlier, once we hand your package off to the shipping carrier, we have no control over its whereabouts. You can try to call your local Post Office, FedEx, or UPS to see if they can help you locate your package.
Returned to Warehouse
If there was nobody to sign for your package or an input error of the address and your order is returned to us, you may either have a refund issued OR request to reship the order. Once your order is returned via USPS refunds can take 2-7 business days from when we issue credit for it to return to your financial institution.
Cancellations
Unshipped orders can be cancelled for a full refund. For assistance cancelling an unshipped order, please reach out to us at 340-773-7777 as soon as possible with an order number.
If an order is in possession by USPS already, the order cannot be cancelled.
Discount Codes and Sales
Only one coupon code may be used per order. If a sale ended or a coupon code expired when an order was placed, unfortunately we cannot honor the discount any longer. Keep an eye on your emails or the site for upcoming promos and sales!
Discount codes do not apply to already discounted merchandise.
If you feel there is an issue with entering a code, please reach out to us at 340-773-7777 or [email protected] for further assistance. Please provide a detailed explanation of what issues you’re experiencing, and a screenshot of any error messages you are seeing at checkout!
Still have questions?
We’re here to help with questions you may have about shipping and returns. Reach out to us directly at: 340-773-7777 or [email protected]