Cart

Return & Shipping Policy

Our commitment to your satisfaction and order delivery

Last Updated: March 12, 2025

At Set-N-Me-Free Aloe Vera Company, we strive to ensure that every product reaches you in perfect condition. We understand that sometimes issues arise with shipping or products may not meet your expectations. This policy outlines our shipping procedures and return processes to ensure your satisfaction.

Shipping Information

Processing Times

For retail customers, orders are typically processed within 1-2 business days after payment confirmation. For professional/wholesale accounts, processing times may vary based on order volume and specific requirements.

Shipping Carriers

Set-N-Me-Free Aloe Vera Company uses reputable shipping carriers including UPS, USPS, and FedEx to deliver our products. The carrier used for your order will depend on your location, package size, and shipping method selected.

Delivery Timeframes

After your order ships, estimated delivery timeframes are:

  • Standard Shipping: 3-7 business days
  • Expedited Shipping: 2-3 business days
  • Next Day Shipping: 1 business day (if ordered before 11 AM PST)

Please note that these are estimates and not guarantees. Delivery times may be affected by factors beyond our control such as weather conditions, holidays, or carrier delays.

International Shipping

We ship internationally to select countries. International orders may be subject to import duties, taxes, and customs processing fees that are not included in our shipping charges. These fees are the responsibility of the recipient.

Shipping Costs

Shipping costs are calculated based on the weight of your order and your delivery location. You can view the exact shipping cost during checkout before completing your purchase.

Free Shipping

Orders over $75 for retail customers and $150 for professional accounts qualify for free standard shipping within the continental United States.

Tracking Information

Once your order ships, you will receive an email with tracking information. You can also log into your account on our website to check the status of your order.

Shipping Damage & Package Issues

Set-N-Me-Free Aloe Vera Company takes the utmost care in packing shipments to ensure that all orders arrive in excellent condition. Our packing procedures are regularly inspected by UPS. However, no matter how great the precautions taken, shipments can occasionally arrive in less than desirable conditions.

What to Do If Your Package Arrives Damaged

  1. Inspect the package immediately upon delivery and before the carrier leaves if possible
  2. Document any visible damage by taking photographs of the damaged packaging and products
  3. Keep all original packaging materials, boxes, and damaged items - this is critical for claim processing
  4. Report damaged items to Set-N-Me-Free within 5 business days of delivery by calling (503) 666-9661 or emailing orders@set-n-me-free.com

Important: Even if there is no visible damage to the package, please contact us before disposing of the box(es) if you discover damaged products inside. UPS and other carriers frequently require inspection of the damaged items and packaging before processing damage claims.

Missing Items

If there are items listed on your invoice that are not in your shipment:

  1. First, check with the person who opened the box to see if they removed anything before it was checked
  2. Thoroughly check the packing materials for small items
  3. Contact us with your order number and details about the missing items

Our warehouse has inspection processes throughout order fulfillment, but we recognize that mistakes can occasionally happen. Please have your packing slip/invoice with the account number ready when you contact us for fastest service.

Return Policy

We want you to be completely satisfied with your purchase. If you're not entirely satisfied, we're here to help.

Return Eligibility

  • Products must be returned within 45 days of leaving our warehouse
  • Items must be in original, unused condition with all original packaging and materials
  • Custom-blended or specially formulated products are not eligible for return unless defective
  • Products that have been opened or used are not eligible for return unless defective
  • Sale or clearance items marked as "final sale" are not eligible for return

Return Process

  1. Contact our customer service team at (503) 666-9661 or returns@set-n-me-free.com to request a Return Authorization (RA#)
  2. Provide your order number, the items you wish to return, and the reason for return
  3. Our team will email you a return service tag with your RA# and return instructions
  4. Package your return securely, including the RA# on the outside of the package
  5. Ship your return using a trackable shipping service

Note: Do not use newspaper to pack products as it leaves ink on containers. We recommend using the original packaging when possible or clean packing materials.

Refund Process

Once we receive and inspect your return, we will notify you of the status of your refund:

  • For approved returns due to our error: Full refund including original shipping costs
  • For customer preference returns: Refund of product price minus a 15% restocking fee
  • Refund method: Original payment method or store credit (your choice)
  • Refund timing: 2-3 business days for processing, plus 3-5 business days for the refund to appear on your statement (timing may vary by financial institution)

Return Shipping

The customer is responsible for return shipping costs, except in cases where the return is due to our error (damaged product, wrong item shipped, etc.).

Exchanges

If you would like to exchange an item rather than return it for a refund, please indicate this when requesting your RA#. We can process exchanges for the same product in different sizes or for different products of equal value.

Special Orders and COD Policy

Special Orders

Custom-blended products and special orders may require prepayment and are subject to different return policies. Please consult with your sales representative for specific terms related to special orders.

COD Shipments

For customers using COD (Cash On Delivery) payment method:

  • If a COD shipment is refused or returned because funds are not available within 3 delivery attempts, the original freight, COD fee, and return freight must be paid before any additional orders can be shipped
  • After a refused COD shipment, future shipments will be placed on prepay status
  • COD fees are determined by the carrier and will be added to your order total

Frequently Asked Questions

You will receive a shipping confirmation email with tracking information once your order ships. You can also log into your account on our website and view your order status under "Order History."

If you receive an incorrect item, please contact us within 5 business days. We will arrange for the return of the incorrect item and shipment of the correct item at no additional cost to you.

We process orders quickly to ensure fast shipping. If you need to change or cancel your order, please contact us immediately at (503) 666-9661. We will do our best to accommodate your request, but once an order has entered the fulfillment process, it cannot be modified or canceled.

Yes, we can ship to PO Boxes using USPS. However, expedited shipping options may not be available for PO Box addresses.

A 15% restocking fee applies to all returns not due to our error. This fee covers the costs associated with inspecting, repackaging, and restocking returned items.

Need Help with Your Order?

Our customer service team is ready to assist you with any questions about shipping, returns, or order status.

Contact Us View FAQ