Returns/FAQ's

How do I return product(s)?

If for any reason our product(s) does not meet your expectations, please call our Customer Relations Department within 30 days from date of purchase for a refund (excluding shipping and handling fees). ALL OPENED PRODUCTS WILL BE SUBJECTED TO A 20% PROCESSING FEE. ONLY ONE OPENED BOTTLE OF EACH PRODUCT WILL BE ACCEPTED FOR RETURN. (Note: Exchange only on any damaged books.) Please do not send back product without contacting our Customer Relations Department for an RMA# (Return Merchandise Authorization). The package will be refused and returned to the sender without an authorized RMA#. If a product has previously been returned you may not return the same product for a second time (excluding quality control issues as determined by the Customer Service Manager).

 

I haven't received my package yet. When should I expect to receive it?

Please be aware that FedEx Standard does not deliver on weekends. Any order placed after 2:00 P.M. Pacific Standard Time will be counted as placed on the next day. Example: An order placed at 2:30 P.M. on Monday will be shipped on Tuesday. In this case, you will receive your package on Friday on 3-Day packages, on Thursday for 2nd-Day, and Wednesday for Next Day. Packages can be delivered up to 7:00 P.M. your time. Other reasons for the delay of your package may be due to a Back Order or a Credit Card problem. If your package has not been delivered as scheduled, please call our Customer Relations Department at 1-800-793-3848, and we will be happy to track your package for you.

 

I received a damaged product in my shipment, what should I do?

Please contact our Customer Relations Department immediately for replacement.

 

I'm missing products from my shipment.

Please inspect your package to make sure it was not damaged and opened by the freight carrier. All packages should have the Roex, Inc. packing tape intact. Check through the packing material to make sure that little bottles did not remain behind. Do a bottle count to make sure you did not receive the wrong product. If in fact you are missing products, contact our Customer Relations Department and we will be happy to complete your order.

 

I received the wrong product in my order.

Contact our Customer Relations Department and we will send you the correct product and send a freight carrier to your destination to pickup the incorrect product.

 

I changed my mind, I don't want my order anymore.

Please call our Customer Relations Department to check if your package has been shipped. If the package has been shipped, you must refuse the package before a refund may be issued.

 

All other questions or problems:

Any other problems that were not listed above, please call our Customer Relations Department at 1-800-793-3848 and we will be happy to assist you. (Open Monday-Friday 7am-5pm PST -- 10am-8pm EST).

*Please note: You may leave a message 24 hours a day, 7 days a week or e-mail your questions at customerservice@roex.com. Please provide your name, customer number, phone number or e-mail address so we may get back to you promptly.