Shipping & returns

Processing time

We pick and dispatch your order within 2 business days. Weekends and public holidays are not business days. You get a tracking number by email when the parcel leaves.

Delivery estimates and rates

Standard shipping is $6.95. Orders of $100 or more ship free. Domestic delivery takes 2–5 business days after dispatch.

That window is an estimate, not a guarantee. Once a parcel is with the carrier, transit time is outside our control.

International orders

We ship to the destinations listed at checkout. Import duties, taxes and customs charges are set by the destination country and are the recipient’s responsibility. They are not included in the price or the shipping charge.

Some compounds are restricted or prohibited in some countries. Checking what you are allowed to import is your responsibility, and we cannot refund a parcel destroyed or seized by customs.

When risk passes to you

Risk of loss and damage passes to you when the carrier delivers to the address you gave us. Title passes at the same moment. If you give us an address you do not control, that is where our responsibility ends.

Returns window

Unopened bottles with the factory seal intact can be returned within 30 days of delivery. You pay return shipping. We refund the item price.

We cannot resell an opened supplement, so opened bottles are not returnable — unless the product is faulty or we sent the wrong thing.

Damaged, faulty or incorrect items

If your order arrives damaged, faulty, or is not what you ordered, contact us within 30 days of delivery with your order number and a photo. We replace it or refund it and we cover the return postage. We will not ask you to send back a broken seal.

Refunds

We issue approved refunds to the original payment method within 5 business days of receiving the return. Your bank may take longer to post it.

Original shipping charges are refunded only where the return is our fault — a faulty, damaged or incorrect item.

How to start a return

Email support@cofactorsupply.com with your order number and what you would like to do. Please do not send anything back before we have replied, or we may not be able to trace it to your order.

Lost and undelivered parcels

If tracking shows delivered and you do not have the parcel, tell us within 7 days and we will open a claim with the carrier. If tracking has not moved for 10 business days, contact us and we will treat it as lost and reship or refund.

A parcel returned to us because the address was wrong or nobody collected it is refunded less the outbound shipping cost.