What happens if I cancel my full order?
The authorization that was placed on your credit card when you submitted your order will be automatically released from your card. Orders must be cancelled before shipment.
My package is damaged, how can I get a replacement?
If you receive a package that has been damaged, save the original box and all its contents and call us immediately with the sales order number. We will make every effort to remedy the situation as soon as possible.
The price has changed on one of my orders, what does this mean?
All prices are subject to change on any item. This could be because of the vendor increasing the price, changes to ingredients, or a variety of other reasons.
Can I place an international order?
At this time only patients in the United States and territories can place Wellevate® orders, and shipments are limited to the United States and territories.
One of the items in my order is out of stock, what should I do?
If any items in your order are out of stock, you’ll be notified and will still receive the available items in your order. Any out of stock items will go on backorder and we will ship them to you as soon as they are available, usually within 10–14 business days. You will only be charged for your backorders once they ship.
What happens if I cancel an item on backorder?
You are only charged for a backorder once it ships out, so if you cancel a backorder prior to it being shipped you will not see any charge on your credit card statement.
What is your return policy?
While we work hard to ensure that the products you order through Wellevate® are of the highest quality, occasionally an item may not meet your expectations. Most products are eligible for a return credit within 30 days; however, heat sensitive or perishable items are not eligible for return credit. Additionally, Wellevate® places a maximum $1,000 return limit on any order. To be credited for a return, please call 855-935-5382.
Wellevate® takes our commitment to quality very seriously and we go to great lengths to ensure that we only carry the highest quality products. We do not resell returned items—so you can be confident that every product purchased through your practitioner’s Wellevate® dispensary has been kept by us under proper conditions at all times.
What will I see on my credit card statement if I return a product?
Customer Support will initiate a return for the amount of product you are returning. You will receive a credit to your original form of payment within 3-5 business days. Depending on how your practitioner has set up their Wellevate® virtual dispensary, you will either see your practitioner’s name / business name or you will see ‘Wellevate Seller’.
How much is shipping?
Free Standard shipping (4-7 business days) is available on all orders of $49 or more. Please note that, depending on your address, delivery could be via UPS or USPS. There are no shipments or deliveries on Saturday and Sunday.
Shipping options for residential or business addresses include:
Standard 4-7 Business Days is $8.75, or free shipping on orders of $49 or more.
Expedited 1-3 Business Days is $11.95 or $4.95 on orders of $49 or more.
Next Day Air is $34.99
Shipping options for military address, PO boxes, rural routes, and country routes include:
USPS Priority Mail (rate based on weight and location). Free shipping on orders of $49 or more.
USPS Express Mail is $34.99
Please Note: PO Boxes/Military will ship via USPS and may add an additional day for delivery.
When will I receive my order?
When your order is shipped, you’ll receive an email with your tracking number and shipping information. Your order’s arrival date will be dependent on your selected shipping option and location. If your estimated arrival date has passed and you still have not received your package, please call 855-935-5382.
One of my items is heat sensitive, will it be affected during shipping?
In order to protect products requiring shipment in a cool environment (perishable and frozen items), Wellevate® recommends heat sensitive products ship with next day air delivery. We’ll be sure to take special steps to help protect any heat sensitive items.
Ice packs will melt during transit and are meant to keep the product cool as long as possible so that the product maintains potency.
Heat sensitive items are not eligible for return.
Shipping Time Frames:
Next Day Air: 1 Business Day
Expedited: 1-3 Business Days
Standard Shipping (Surepost, free shipping): 4-7 Business Days