octothorpe web store FAQ section

Orders have to match the address on your PayPal account. We may cancel your order if the address is different. This is to protect you as a customer and us as a seller. We will email you before to check if there was an error. By emailing you with the email or calling via phone number on your PayPal. If you have any questions you can email us at [email protected]

If you receive a package that has been damaged, save the original box and all of its contents, and contact us immediately with your order number. We will remedy the situation as soon as possible. Email us [email protected]

Shipments are processed as soon as possible. As a result, we're often unable to cancel orders once they've been submitted. Email us ASAP to see what we can do. [email protected]

Certain products in our catalog are heat-sensitive, such as probiotics and fish oils. These items can be perishable and are not eligible for return or refund. Some of our heat-sensitive products will be shipped with an ice pack that may arrive warm, but don't be alarmed. The pack usually stays cooler than outside conditions and continues to help keep your probiotic product cooler even after it melts. For even more stability during the summer or when shipping to a warmer climate, we offer Priority (1-3 business days) and overnight shipping to get products to you as quickly as possible. While these products may be labeled as heat-sensitive, they are not heat-intolerant. Probiotics are often made to compensate for any bacteria losses during transit. This is to ensure the product you receive is every bit as effective despite any temperature changes.

If you need to return any products you have purchased from Us, email us at [email protected], and we will get the process started. The products must be unopened and purchased within the last 30 days. Unfortunately, we cannot accept any heat-sensitive or perishable products for return. See Refunds & Returns for more information. Customer will be need to pay for the return shipping for the order. We can email you a discounted shipping label. Please email us at [email protected]

Orders that are places Monday, Tuesday, Wednesday, Thursday, Friday usually ship out the next day. We do try to ship your orders the same day when we can. Orders placed on Saturday's will go out Monday. We do try our best to ship the same day even on Saturdays when we can. Sunday orders will be shipped out Monday. Holidays the orders will be shipped out the next business day. Here are the Postal Service holidays for 2021: New Year's Day: Friday, Jan. 1 Martin Luther King Jr. Day: Monday, Jan. 18 Presidents' Day/Washington's Birthdays y: Monday, Feb. 15 Memorial Day: Monday, May 31 Independence Day: Monday, July 5 (observed, because July 4 falls on a Sunday) Labor Day: Monday, Sept. 6 Columbus Day: Monday, Oct. 11 Veterans Day: Thursday, Nov. 11 Thanksgiving: Thursday, Nov. 25 Christmas: Saturday, Dec. 25

Email us at [email protected]

When we update the trackding to eCrater. Sometimes the tracking doesn't update to paypal. When we see that the information sometimes a few days later. We update the tracking to paypal.