Shipping policy

1. INTRODUCTION

At Valencia, we are dedicated to providing you with high-quality nutritional supplements to support your wellness journey. We value your business and aim to ensure you are fully informed about our shipping procedures and our commitment to your satisfaction.

Please review the following Shipping & Refund Policy carefully. By placing an order with Valencia, you agree to the terms outlined below.

2. SHIPPING POLICY

2.1. Order Processing Time

All orders are processed within 1 to 3 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.

  • High Volume Periods: During periods of high demand, new product launches, or promotional sales, processing times may be slightly extended.

  • Order Cut-Off: Orders placed after 2:00 PM EST may be processed the following business day.

2.2. Shipping Rates & Estimates

  • Standard Shipping: Our standard delivery window is 5 to 10 business days following the processing period.

  • Shipping Costs: Shipping charges for your order will be calculated and displayed at checkout.

  • Delays: While we strive to meet these delivery estimates, shipping times are not guaranteed and can be affected by factors outside our control, including carrier delays and severe weather.

2.3. Shipment Confirmation & Order Tracking

You will receive a Shipment Confirmation email once your order has officially shipped containing your tracking number(s). The tracking number will typically be active within 24 hours.

If you have not received a tracking number within 4 business days of placing your order, please contact our support team at info@tryvalencia.co.

2.4. Damages During Transit

Valencia is not liable for products damaged or lost during shipping. However, we understand the frustration of receiving damaged goods.

  • If you received your order damaged: Please contact the shipment carrier to file a claim.

  • Our Assistance: While the carrier is liable, we want to help. Please save all packaging materials and damaged goods. Take clear photos of the damaged box and product and email them to info@tryvalencia.co within 48 hours of delivery.

2.5. Lost or Stolen Packages

We are not responsible for packages that are marked as "Delivered" by the carrier but are subsequently lost or stolen.

2.6. Incorrect Shipping Addresses

It is the customer's responsibility to ensure the shipping address is correct at the time of purchase. Valencia is not responsible for orders sent to incorrect addresses.

  • Correction Window: If you notice an error, please email info@tryvalencia.co immediately. We cannot change the address once the order has been processed.

3. THE 90-DAY MONEY-BACK GUARANTEE

We believe in the quality and efficacy of our formulas. That is why we offer a comprehensive 90-Day Money-Back Guarantee.

3.1. How It Works

If you are not completely satisfied, you may request a refund of the purchase price (minus shipping and handling) within 90 days from the delivery date. To initiate a claim, contact our Customer Support team at info@tryvalencia.co.

3.2. No-Return Policy (Safety & Compliance)

For your safety and the safety of our team, we strictly DO NOT accept physical returns of our products. Dietary supplements are consumable goods; once a bottle leaves our warehouse, we cannot verify the chain of custody. Any returned supplement would be classified as unsalvageable waste and destroyed.

Do not send your bottles back to us. If approved for a refund, you are free to keep, donate, or dispose of the product.

3.3. Refund Eligibility Criteria

  • First-Time Purchases: Applies to your first order of a specific product formulation.

  • Claim Window: Requests must be submitted via email within 90 days of the delivery date.

  • Quantity Limit: Limited to one (1) opened unit and up to two (2) unopened units per household/customer per year.

3.4. Refund Processing

Once approved, a credit will automatically be applied to your original method of payment. Please allow 5-10 business days for the refund to appear on your statement.

4. INTERNATIONAL SHIPPING

Valencia is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, duties, etc.). Valencia is not responsible if your package is seized or destroyed by customs due to local import regulations.

5. CANCELLATION POLICY

If you wish to cancel an order, you must contact us immediately at info@tryvalencia.co.

  • Before Processing: We will cancel and issue a full refund.

  • After Processing: If the order has already been processed or shipped, we cannot cancel the order.

6. CONTACT US

If you have any questions regarding this policy, please contact our Customer Support team:

  • Email: info@tryvalencia.co

  • Business Hours: Monday - Friday, 9:00 AM - 5:00 PM EST

By completing a purchase with Valencia, you acknowledge that you have read, understood, and agreed to this policy.