Empire Wellness supplies research-grade biochemical compounds.
Because these materials are handled under controlled research
and chain-of-custody requirements, our return and refund options
are intentionally limited.
Default Policy
All Sales Are Final
Once an order has left our facility, products generally cannot
be returned, resold, or restocked. Accordingly, refunds,
reships, and return labels are not normally provided.
01
Refunds, Reships & Returns
By placing an order with Empire Wellness, you acknowledge and
agree to the following:
-
All sales are final.
Refunds are not offered except where expressly stated in
this policy.
-
Orders that are lost, stolen, or returned because of a
customer-provided address error are not eligible for
automatic reshipment.
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Empire Wellness does not provide return shipping labels.
If a return is specifically approved as an exception,
return shipping is the customer’s responsibility.
02
Damaged Shipments
Physical damage during transit is the primary exception to our
standard final-sale policy. Examples include a broken vial,
leaking container, or shipping damage that visibly compromises
the product.
If your shipment arrives damaged, please document the condition
immediately and contact our support team before disposing of
the affected materials.
STEP 01
Document the Damage
Take clear photographs of the damaged packaging,
affected products, and shipping label immediately
upon receipt.
STEP 02
Contact Support
Email the photographs and relevant order information
to our support team within 48 hours of delivery.
STEP 03
Await Review
Do not discard or return damaged items until Empire
Wellness provides written instructions.
Important
Damage claims must be supported by photographs and submitted
within 48 hours of delivery. Do not return damaged products
unless our support team specifically requests a return.
03
Damage Claim Eligibility
A damage claim may be declined when the reported issue cannot
be verified or resulted from circumstances outside the shipping
process.
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Photographs are submitted more than 48 hours after delivery.
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The reported issue cannot be visually verified, such as a
claim based solely on perceived potency or performance.
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Damage occurred after delivery due to customer handling,
storage, or misuse.
-
The issue resulted from an incorrect shipping address or
another customer-provided delivery detail.
04
Approved Replacements
If a physical damage claim is approved, Empire Wellness may
provide a replacement shipment at no additional charge.
Replacement shipments are provided instead of monetary
refunds for approved damage claims.
Approved replacements may ship via UPS on the same business day
when approval is completed before 2:00 PM Central Time.
05
Incorrect Shipping Address
Customers are responsible for providing a complete and accurate
delivery address when placing an order.
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If a carrier returns an order because of an incorrect
address, Empire Wellness may hold the package for up to
14 days.
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Re-shipping may be arranged after payment of applicable
shipping costs.
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Orders remaining unclaimed after the 14-day holding period
may be forfeited without a refund.
06
Lost or Stolen Packages
Once the carrier records an order as delivered to the shipping
address provided during checkout, responsibility for the
package transfers to the recipient.
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Customers should contact UPS directly regarding carrier
delivery issues or claims.
-
Empire Wellness does not automatically reship packages
that are recorded as delivered by the carrier.
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We are not responsible for packages stolen from doorsteps,
mailrooms, or other unattended delivery locations.
07
Order Cancellation
Cancellation requests may be submitted before an order ships.
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If a cancellation request is received before the shipping
label is generated, Empire Wellness may void the order and
refund the original payment method.
-
Once the shipping label has been generated, cancellation
is no longer available and the order will proceed to
shipment.
