Our refund policy is designed to ensure customer satisfaction. If for any reason you are not satisfied with your purchase, you can request a refund within a certain timeframe.
Title
1. Processing Times
2. Shipping Locations
3. Shipping Methods & Delivery Time
4. Tracking Your Order
5. Address Accuracy
6. Lost Or Stolen Packages
7. Damaged Packages
8. Customs, Duties, And Taxes
10. Force Majeure
11. Shipping Limitations
12. Contact Us
1. processing times
Orders are processed within 1-2 business days (Monday-Friday, excluding holidays). Orders placed after 2:00 PM EST will be processed the next business day.
2. shipping locations
We ship to: All 50 U.S. states, including Alaska, Hawaii, Puerto Rico, and U.S. territories.
We do NOT ship to:
P.O. Boxes
APO/FPO/DPO military addresses
Freight forwarding or package forwarding services
International addresses outside the U.S.
Important: Orders shipped to freight forwarding addresses are not eligible for refunds, replacements, or our money-back guarantee. We reserve the right to cancel such orders.
3. shipping methods & delivery time
Shipping charges, delivery options, and any applicable free shipping offers are calculated and displayed at checkout based on your order, shipping address, and selected shipping method.
From time to time, we may offer promotional shipping rates or free shipping offers, which will be clearly shown at checkout when available.
Optional shipping protection or package insurance may be offered during checkout. Coverage applies only if selected at the time of purchase.
4. tracking your order
You will receive a shipping confirmation email with tracking information once your order ships. Please allow 24 hours for tracking to update in the carrier's system.
If you do not receive tracking within 3 business days of order placement, contact us at support@getmovemend.com.
5. address accuracy
You are responsible for providing an accurate shipping address. Please double-check your address before completing your order.
Once shipped, we cannot change the delivery address
Orders returned due to incorrect addresses provided by the customer may be subject to a restocking fee and reshipping charges
Unclaimed or refused packages:
If you refuse delivery or fail to retrieve a package from your carrier, you will be responsible for return shipping costs
A restocking fee may apply
Subscription orders that are repeatedly unclaimed will be cancelled
6. lost or stolen packages
Delivery Confirmation: Once the carrier confirms delivery, the order is considered received. We are not responsible for packages stolen after delivery.
If your package shows delivered but you haven't received it:
Check with household members, neighbors, or building management
Check all possible delivery locations (front door, back door, mailroom, leasing office)
Wait 24 hours (carriers sometimes mark packages delivered early)
Contact the carrier using your tracking number
Lost packages: If tracking shows your package is lost in transit (no updates for 10+ days), contact us and we will work with the carrier to locate it or issue a replacement at our discretion.
We are not responsible for packages stolen from your property after confirmed delivery. We recommend using a secure delivery location or requiring a signature if available.
We will replace damaged products at no charge. Claims made more than 48 hours after delivery may not be honored.
8. customs, duties, and taxes
For orders to Puerto Rico or U.S. territories, you are responsible for any customs fees, import duties, or local taxes. These charges are determined by your local customs authority and are not included in your order total.
Refused shipments due to customs fees are not eligible for refund.
9. order issues
Wrong item shipped: Contact us immediately at support@getmovemend.com with your order number and photos. We will send the correct item at no charge.
Missing items: If items are missing from your order, contact us within 7 days of delivery with your order number.
Order modifications or cancellations:
You may cancel or modify your order within 24 hour of placement by contacting support@getmovemend.com
Once an order is processed and shipped, it cannot be cancelled
10. force majeure
We are not liable for delays or failures in delivery caused by events beyond our reasonable control, including but not limited to:
