Shipping Related

If in transit:

1. Verify customer's shipping address

2. If under 12 days in transit:

   • Provide shipping time frame to set expectation

   • Assure that it was shipped and in transit. Provide tracking details / resend tracking details.

3. If more than 25 days in transit:

   • Provide shipping time frame to set expectation

   • Submit CIF for shipment verification. 

     • If Subscribe and Save: Proactively skip next month shipment to avoid billing

       • Always remind customer of their active subscription and when the next shipment is.

   • If refund request:

     • Offer reshipment

     • Refund if declined

If your package arrives visibly damaged:

1. Take photographs of the outer packaging and contents

2. Retain all packaging materials (box, padding, etc.)

3. Contact us within 48 hours at support@olenisrx.com

Please include:

• Your order number

• Photos of the damage

• Photo of the Packaging that shows the shipping label with Order # and Tracking details

• Description of the issue

We will work with the carrier to file a claim and provide you with a replacement or full refund.

A package is considered lost when:

• No tracking updates have appeared for 20 consecutive days, OR

• The carrier confirms the package is lost

If you believe your package is lost, please follow these steps first:

1. ✅ Check for any delivery notices left by the carrier

2. ✅ Look around your delivery location (porch, garage, side doors, mailroom)

3. ✅ Ask household members or neighbors if they accepted the package

4. ✅ Verify the shipping address on your order confirmation is correct

5. ✅ Wait at least 10 business days from the ship date before reporting lost

If package is confirmed lost: 

• Offer Reshipment

• Full Refund

If a package is returned to us as undeliverable (wrong address, unclaimed, refused, etc.), we will notify you by email. You may choose to:

1. Request reshipment — Additional shipping charges may apply

2. Request a refund — Refund will be issued for the merchandise subtotal (original shipping charges are non-refundable)

• Explain

  • Our supplier occasionally updates packaging between production runs, but the formula, ingredients, and quantity inside are identical to what was advertised. You're receiving the same product you ordered.

• If refund request:

  • Advise to send an email for documentation

  • Resolve:

    • Discount code + Free shipping on next order.  

      • STAYGLOW15  │ 15% off order

      • STAYGLOWSHIP │ free shipping

    • Reshipment

    • Refund if all are declined.

  • Action: CIF all cases like this.