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Damaged or Missing OrdersUpdated 2 days ago
If your FODZYME® order arrives damaged, goes missing, or has a delivery issue, contact us as soon as possible so we can help review next steps. Providing details early allows us to resolve issues more quickly.
If Your Order is Damaged or Incorrect
If your package or product arrives damaged or with the wrong product, please reach out to us right away.
What to do:
- Take clear photos showing:
- The damage to the product or packaging; or the incorrect item
- The shipping label (if visible)
- Multiple angles, if helpful for showing the extent of damage
- Email [email protected] with your photos and order number
Once received, our customer care team will review your request and work to make it right.
Timing matters:
- Damage or incorrect reports submitted within 14 days of delivery are automatically reviewed for a complimentary replacement.
- Requests submitted after 14 days may still be reviewed, but a replacement may not be available. In those cases, we may offer alternative solutions
If Your Order Is Missing
If your order hasn’t arrived or appears lost:
- Check your tracking information for delivery status and updates.
- If tracking shows "delivered" but you haven't received your package after 48 hours, look around your delivery area and check with neighbors or building staff.
- If you still can't locate it, contact [email protected] with your order number.
We'll help assess the situation based on carrier data and delivery status.
If Your Order Was Shipped to the Wrong Address
Shipping accuracy is important. Customers are responsible for ensuring the shipping address is complete and correct at checkout.
Before your order ships: If you notice an error, contact us immediately at [email protected] and we'll do our best to update it.
After your order ships: Address changes are no longer possible. If a package is delivered to an incorrect address due to customer-provided errors, replacements or refunds cannot be issued.
Exception: If the incorrect delivery was due to an error on our end (such as a fulfillment or transcription mistake), we will replace the order at no cost.
To avoid issues, we strongly recommend double-checking your shipping details before placing your order.
Making Changes to an Order
If you need to make a change (items, address, or cancellation):
- Contact us as soon as possible
- We can only make changes before the order ships
- Once shipped, changes cannot be made
Still Have Questions?
If you’re unsure how to proceed or need help with a damaged, missing, or misdelivered order, contact us at [email protected] or +1 (857) 425-3616. We’re happy to help you.