Once a courier confirms that a package has been delivered to the correct address, we are unable to reship or issue a refund. While we do our best to ensure a smooth delivery experience, we cannot be held responsible for packages that are stolen or go missing after delivery confirmation.

Before contacting us, please check all surrounding areas of your residence, as well as with neighbors or household members, to confirm they have not received the package on your behalf. For added security, we recommend choosing a safe delivery location whenever possible and contacting the courier directly if there are concerns.

If a shipment is returned to us as undeliverable, additional shipping fees may apply to resend the order. Our team is always here to help, so please don’t hesitate to contact us with any questions or concerns.

Delivery times are estimated and not guaranteed, and delays outside of our control may occur. Refunds or store credit cannot be issued for delayed packages. If your order is delayed by more than 5 business days beyond the estimated delivery date, please contact our Customer Service team so we can investigate further.

If you believe your package is lost in transit, please contact our Customer Service team or reach out to the courier directly. Once a package is confirmed as lost by the courier, we will gladly issue a replacement or provide a refund. A package can be deemed as lost in transit if it has not moved in 4 weeks or more.

If your order arrives damaged, defective, missing, or incorrect, please contact our Customer Service team at sales@doublewoodsupplements.store. To help us resolve the issue quickly, include:

• A photo of all products received
• An image of the shipping box and label
• Evidence of any damage (if applicable)
• The LOT number on the base of the bottle (if defective)

While our warehouse team takes great care to ensure accuracy, mistakes can occasionally happen. Similarly, although rare, damage or missing items may occur during transit. If you experience any issues, please let us know so we can promptly make it right—your satisfaction is our priority.

We do not offer refunds for orders refused by the customer at the time of delivery. If a refused package is returned to us, a refund for the product cost will be issued once the package is received, minus any return shipping fees.

This policy also applies to packages refused at customs due to unpaid duties, VAT, or tax fees. These charges are determined by the destination country and are outside of our control. It is the customer’s responsibility to review and understand their country’s import fees before placing an order.

We are unable to issue refunds for orders that are seized, damaged, or destroyed by customs, unless the package is successfully returned to us. If the order is returned, we will issue a refund for the product cost only. Please note that shipping fees are non-refundable.

There are circumstances when store credit will be issued over a refund. Store credit will be displayed as a payment method at checkout. You can apply store credit at checkout when logged in to your customer account.

If a refund has been issued, you will receive a confirmation email from Double Wood Supplements. Please allow up to 10 business days for the refund to appear in your account, depending on your bank or payment provider.

If you purchased a Double Wood product from a third-party seller or another online retailer, please contact them directly for assistance. For example, if your order was placed through Amazon, you will need to reach out to Amazon’s support team. While we understand that Amazon may sometimes refer you back to us, we are unable to issue refunds or replacements for products not purchased directly through our site.

In rare cases, stock issues may affect subscription orders. If an item in your subscription is unavailable at the time of processing, we will notify you by email. You will receive a refund for the out-of-stock product, and the rest of your order will be shipped as usual. Once the product is back in stock, it will be included in your next scheduled subscription order.

Subscription orders are automatically processed based on your selected delivery schedule and frequency. You will receive a confirmation email 2 days before your subscription is fulfilled.

We are happy to make modifications or cancellations any time before your order has shipped, even if it has already been fulfilled. However, once an order has shipped, we are unable to cancel it. If you no longer wish to keep the product, you may return it to our warehouse for a refund (minus shipping costs).