Return & Refund Policy

Your baby’s safety is our highest priority. Because we specialize in authentic European organic baby formula including HiPP, Holle, and other EU-certified brands, we maintain strict handling, storage, and fulfillment standards.

If you have any questions about returns, cancellations, damaged orders, or delivery issues, our customer support team is ready to assist you.

Returns Policy — Baby Formula Safety First

Due to the perishable and hygienic nature of infant formula, we do not accept returns or exchanges — even if the product is unopened.

Why?

  • Baby formula is a temperature-sensitive nutritional product.

  • Once it leaves our climate-controlled warehouse, we cannot verify storage conditions.

  • To protect infants and ensure product authenticity, returned formula is never restocked.

This strict policy ensures every customer receives fresh, untouched, manufacturer-sourced organic formula directly from authorized European wholesalers.

We appreciate your understanding as we prioritize baby health and product integrity.

Order Cancellations

We process orders quickly to ensure fast delivery (typically shipped within 12–24 business hours).

If you need to cancel your order:

  • Contact us immediately after placing the order.

  • If the order has not yet been packed or shipped, cancellation may be possible.

  • Approved cancellations are refunded minus a 5% payment processing & handling fee.

  • Refund processing may take up to 10 business days, depending on your bank.

⚠️ Once the package has been picked up by the courier, cancellation is no longer possible.

Address Changes After Checkout

Please ensure your shipping address is accurate before completing your purchase.

  • We cannot guarantee address changes after payment.

  • Orders shipped to an incorrect or outdated address are not refundable.

  • We strongly discourage courier redirection requests, as these often cause delivery errors.

  • We do not ship to P.O. Boxes or certain commercial addresses.

Once the package leaves our warehouse, delivery coordination becomes the responsibility of the carrier.

Delivered but Not Received

If tracking shows “Delivered” but you cannot locate your package:

  1. Check your mailbox, porch, and building lobby.

  2. Ask neighbors or household members.

  3. Contact the shipping carrier immediately.

Some carriers may provide GPS delivery confirmation upon request.

Packages marked as “Delivered” by the carrier are not eligible for refunds.
For added protection, we recommend choosing signature-required delivery.

Incorrect Product Received

We sincerely apologize if we made a mistake.

Please email us with:

  • Your order number

  • A clear photo of the product received

  • A photo of the shipping label

If the correct product is available, we will ship a replacement promptly at no cost.
If unavailable, we will issue a full refund.

We resolve these cases quickly because accuracy matters — especially when feeding infants.

Damaged or Lost Packages

While we carefully pack every order, shipping issues can occasionally occur.

Damaged Items

“Damaged” qualifies as:

  • Punctured inner silver bags

  • Broken formula seals

  • Cracked cans or leaking contents

Cosmetic dents or minor box creases do not qualify for refund if the inner packaging remains intact.

To report damage:

  • Take clear photos immediately.

  • Notify the courier upon delivery.

  • Contact us within 3 days of delivery.

Do not use formula if the inner packaging is compromised.

Lost Packages

If a package is confirmed lost in transit:

  • We will open an investigation with the shipping carrier.

  • Once confirmed, we will issue a refund or replacement.

We stand behind our delivery guarantee for undelivered orders.

Updated Packaging Designs

European manufacturers occasionally update packaging artwork.

Receiving updated packaging does not qualify for a refund if:

  • The formula stage is correct.

  • The expiration date is valid.

  • The product matches the ordered item.

We prioritize the freshest batches with the longest expiration dates, even if packaging differs from website images.

Delivery Delays

Most orders arrive within 1–4 business days inside the United States.

However, delays caused by:

  • Weather

  • Holidays

  • Carrier operational issues

  • Peak seasonal demand

are outside our control.

Delivery delays are not refundable, but we guarantee fast warehouse processing times on all business days.

Refund Processing

If your refund is approved:

  • Refunds are issued to your original payment method.

  • Processing may take 5–10 business days.

  • You will receive confirmation once the refund has been submitted.

If you do not see the refund after 10 business days, please contact your bank first, then our support team.

Fraud Prevention & Product Authenticity

We take product complaints seriously to protect families and brand integrity.

  • All shipment batch numbers are recorded before dispatch.

  • Claims must include photographic or video evidence.

  • Suspected fraudulent claims may be reviewed with manufacturers.

In rare cases, returned products may be requested for inspection or laboratory testing.

Gift Cards & Sale Items

  • Gift cards are non-refundable.

  • Discounted or clearance items are final sale.

Our Commitment to Fresh, Authentic European Baby Formula

We specialize in:

  • EU Organic Certified Baby Formula

  • HiPP Dutch, HiPP German, HiPP HA

  • Holle Goat & Cow Milk Formulas

  • Climate-controlled storage

  • Fast U.S. shipping

Our strict return policy protects every customer by ensuring that no formula is ever resold or recirculated.

Your baby deserves nothing less.