13KGHT79 FAQ – MyOrganicCompany

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FAQs

 

 

 

 

 

 

 

 

 

 

FAQs

 

 

Check the list below for answers to our frequently asked questions. If you don't see your question, or think another question should be added to the list, please contact us at customercare@myorganiccompany.store

 

Why should I buy European formula?

European formulas have a stricter regulation on their baby formulas/foods. They contain no preservatives, no added cane sugar, no high fructose corn syrup, absolutely no soy (in some brands/stages), no gluten, no flavorings, and no coloring. Basically, they have a higher standard which can be beneficial for your baby!

Furthermore, the formulas here at My Organic Company are all organic - from grass fed cows. These cows have not received hormone or antibiotic treatments that could be potentially dangerous to your little ones. We even offer Demeter certified Organic formula (something that you can't find on the shelves in America). This means the environment is being taken care of as well as the cows - it is like organic ++

 

Why can't I buy your formula in the local grocery store?

Unfortunately, the formulas we sell are not FDA approved; this means they are unable to be sold at your local grocery store. However, they are European Union (EU) Certified, and as was mentioned before, this is a much higher standard than the FDA.

The companies like HiPP, Holle, and Lebenswert already have an established brand and product being sold all over the world! Due to our government regulations, unless these companies want to spend perhaps millions of dollars to fight for FDA approval, they will have to avoid selling in America.

However, we want to offer the same opportunity European babies have to the American babies.

In fact, our moms here at My Organic Company trust and love our products so much, they use them with their own babies. These formulas are perfectly safe, and offer a better option. If you are like the moms here and have felt disappointed reading the ingredients of the formula offered at your local grocery store, then you have came to the right place. And thankfully we are able to help the big companies still distribute their amazing products in the American market!

How do you safely ship and store your formula? 

We are direct distributors of the brands. Our products have been carefully chosen and sourced from certified distributors within Germany.

All our fulfillment centers are designed to keep formulas cool during the summer and stored in regulated temperatures.

Our products are free from any radiation exposure, shipped safely, and kept in clean & climate-controlled facilities.

Furthermore, our products follow the same regulations when it comes to organic farming.

Do you sell damaged boxes?

No. There are companies that sell damaged boxes for discounted prices, and you can also find those on eBay. Here at My Organic Company, we want to ensure the boxes you receive are completely SAFE. Even if the box is slightly dented and sealed when we receive it from our distributors, we will NOT sell it on our website.

Rest assured, the boxes you receive from us are in perfect condition and packaged safely. We ship our boxes inside of boxes to ensure protection and we also add environmentally friendly packaging to provide extra-cushioning.

If you do happen to receive a shipment that is damaged, just let us know at customercare@myorganiccompany.store

Please refer to our return policy as well for more questions regarding this topic.

What is your shipping policy?

Our shipping process is created with moms and dads in mind!

Making our products as affordable as possible is important to us, which is why we offer FREE shipping on all our 6, 8 and 12 pack orders to customers in the USA and Canada.

Please allow 1-5 business days for your order to be process, packaged, quality controlled and placed for shipping.

If you accidentally make a purchase, let us know to cancel your order within 1 hour of placing the order(the same day before 11:59pm CST), and we will issue a refund minus a 4% cancellation fee to cover the non-refundable credit card, platform, labor, and transactions fees for every transaction. Your refund takes between 3-5 business days to process back to your method of payment.

Please note, we do not operate on the weekends. Orders placed on the weekend will not be processed until the following business day.

Furthermore, please check your shipping option! Most carriers do not deliver on weekends.

 

Now Shipping From the EU!

 

All orders will now be processed and shipped from the EU.

What does this mean for you as a customer:

* More carrier options: We now work with major carriers including UPS, DHL, & Fedex.

* Delivery time frames do very depending on carrier: The Express options are an estimate 2 to 7 business days. Belgium Post, Netherland Post, and Landmark Global are an estimate of 7 to 15 business days.

**If it has been longer than 15 business days, we offer a 15% discount for customers to place a new order (the original order normally will still arrive).**

** Due to the change we are now charging shipping for single pack orders**

** Shipping and Delivery may take longer due to slow processing through customs, or other uncontrollable delays, ie. weather or holidays in both the US and EU **

We ship to the USA and Canada Only!

Shipping Time Frames: 

Our FREE 6/8/12 Pack Shipping: DHL Express, UPS Express, and FedEx Express (Mo-Fr) estimated 2-7 business days

Our Single Pack Shipping: Belgium Post and Landmark Global estimated 7 to 15 business days

 

** Please note that shipping times will be longer during the Holiday Season, This normally begins in October **

 

DHL, UPS, FedEx Express

  • Estimated 2-7 business days (if it has been more than 15 business days, please contact us immediately!)

 

Belgium Post, Netherland Post, and Landmark Global

Estimated 7 to 15 business day shipping (please note that with these carriers the packages are handed off to USPS or UPS once they get closer to the delivery destination, sometimes it is handed off to more than one carrier) If it has been longer than 20 business days please contact us immediately!

**If it has been longer than 15 business days, we offer a 15% discount for customers to place a new order (the original order normally will still arrive).**

Customs issues:

We understand your position and urgency as we understand your formula has been held by customs or carriers for longer than what is acceptable.

We can offer the reshipment or refund, * although we do not issue any refunds until after 10 business days since the order was shipped, or reshipments until 15 business days after order has shipped. Business days are Monday through Friday and do not include holidays in both the US and EU. The days it takes the order to process and be fulfilled are not included in the shipping time frame. We’d like to also mention that most times these orders will still go through.

*** Reshipment Policy for Express Orders Only***

If you choose a reshipment of your order and it goes through / you receive the package anyway, we would kindly ask you to pay the invoice for the 2nd shipment as well, as that would be equivalent to 2 orders shipped. However, if the original shipment never makes it through, we would not invoice you again. The reshipment would be on us.

At 15 business days after the order ships, if the order still has not arrived, you can request a reshipment of the package. However, if the original package does arrive within the 30 business days we will invoice you for the reshipment. We will offer you the reshipment invoice, at a 20% discounted rate.

*** Refund Policy for Express Orders Only***

We do not offer refunds until 10 business days after the order has shipped. At 10 business days after the order has shipped, if due to a customs delay, we can refund 50% of the order upfront. However, if the order arrives at your address within 30 business days since the order shipped, we will invoice you for the remaining 50% that we refunded you. After 30 business days since the original order shipped, if it has not arrived, we can refund you the remaining 50% of the order.

*** We do not offer refunds or reshipments on orders that are not express orders until 30 business days have passed since the order was shipped. ***

**For any delays or questions on orders, please contact the Courier directly as we are only can be held liable to send it with your pre chosen service provider. Also, please allow extra time if ordering during the busy holiday season to account for larger demands on carriers.

Please Note: that we are using different shipping operators and aren't responsible for problems caused by the carrier.

**We offer optional special Insurance at checkout for your orders to be safe!! Please choose the "signature required" option at checkout.**

Not in the USA or Canada? WE DO NOT SHIP INTERNATIONALLY

Shipping carriers:

  • FedEx
  • DHL
  • UPS
  • Belgium Post
  • Netherland Post
  • Landmark Global
  • Canada Post- Canada
  • Canpar- Canada

 

**Your carrier will be selected based on your location and the size of your order. If you request a specific shipping courier of your choice, additional fees may occur. We send tracking information to all orders regardless of the carrier we are using.

My Organic Company is not responsible for shipping delays since it is not in our hands. If your item is damaged or lost during shipping, you may file a claim with the carrier. We cannot guarantee delivery of your package, only that your package will be shipped.

 

Lost Or Missing Packages

For 6/8/12 pack orders - if it has been more than 15 business days and your order has not arrived, please contact us immediately!!

For single pack orders- Estimated 7 to 15 business day shipping (please note that with these carriers the packages are handed off to USPS or UPS once they get closer to the delivery destination, sometimes it is handed off more than once) If it has been longer than 20 business days please contact us immediately!

 

** Please note that shipping times will be longer during the Holiday Season, This normally begins in October **

 

If your tracking information shows that your package was delivered, but you can't find it:

Within 36 hours of expected delivery

  1. Verify the shipping address
  2. Look for a notice of attempted delivery
  3. Look around the delivery location for your package
  4. See if someone else accepted the delivery
  5. Check your mailbox or wherever else you receive mail.
  6. Wait 36 hours - in rare cases packages may say delivered up to 36 hours prior to arrival
  7. If your package does not arrive and was lost or stolen, please note that we are sending all orders using either FedEx or USPS and can not be held liable for packages lost by the carrier. All packages are insured up to 99 USD.

**In the random case of your package not arriving, please note that you will have to file a claim online by going to the carriers website. In order to be considered lost, a package must be undelivered 24 hours after the expected delivery date and time. A report cannot be made until then. After filing a claim it takes 5-10 business days for a response and approval for any insurance claim to be resolved by the carrier.**

Please allow additional time when a package is delayed due to adverse weather.

*Unfortunately we can not file a claim due to USPS and FedEx regulations. Once you have the claim confirmation from the carrier, please contact us, providing the CLAIM number (not the case number) with carrier approval for refunds, and we will gladly issue you a refund.

Again, please note that all packages are only insured to a 99 USD maximum. If you want additional insurance please choose at checkout. You can visit FedEx or USPS to file a claim.

Will you sell other formulas?

Absolutely! We will consider any formula that can meet the same strict standard that the EU has regulated on their baby formulas. For example, our most recent addition of Loulouka met the standards and we have sold many boxes to our parents (including our staff).

If you have suggestions or requests, please let us know at customercare@myorganiccompany.store!

When should I switch to formula?

This is a choice only you can make. Every mom has different reasons and needs to switch to formula, and it is best to consult your pediatrician for advice.

We suggest that when you transition, you do it slowly and gradually to help your baby adjust as smoothly as possible. Also note, you can use formula to supplement your breastmilk in case you have slowed in production.

In any case, we know that choosing formula is a decision that should be well thought-out. We encourage moms to breastfeed for as long as possible! But if it is time to switch to formula, we are glad that you are choosing the best formula your baby can get!

How do I choose the right formula?

There is no quick and easy answer to this question. Every baby has different needs and choosing the correct formula depends on multiple factors. Please refer to our quick cheat sheet below to help get you started:

Do you accept returns?

For the most part, No.

We allow returns under 1 of 2 conditions:

1. You were sent a product you did not order; for example, you were sent Holle cow milk when you ordered Holle goat milk. We must discuss if we can send it back to the EU, before authorization for return. DO NOT TRY TO RETURN WITHOUT AUTHORIZATION.

2. Your order arrived severely damaged - enough to cause formula to leak out. We will send out a replacement if it is severely damaged; however, if no seals are broken and formula isn't leaking out, the formula is still safe to use and no replacement is necessary.

Please understand, we do not allow returns for safety reasons. Unless one of the above reasons are met, we will not be accepting your return.

As parents, we would expect to purchase brand new formula, not boxes that have been sold, then returned, then sold again.

How do I prepare the formula?

This is an EXTREMELY important question! If you do not follow the instructions correctly, you could possibly cause harm to your baby! This is because the formula was created for the exact nutrition your baby needs and too much water could dilute the nutrients, while too little water could give your baby too many nutrients.

But don't worry, we know the importance of this and have made it super easy for our customers, regardless of which formula you have purchased. Please visit our European Baby Formula Mixing Instructions Blog for all of the instructions.

Also, every package we send comes with a pamphlet of the mixing instructions as well.

How do I check the expiration?

European dates are reflected differently than in the US, with the month and day reversed.

For example, July 30, 2019 would read 30/07/2019 or 30.07.2019

Just remember, the format is always DAY / MONTH / YEAR

Our formulas will arrive to you with a minimum of 6 months shelf life remaining. In fact, most of our formulas have at least one year prior to expiration. This means we are shipping formulas that are recently produced and fresh!

You should never receive a box with an expiration of less than 6 months; if you do by a rare chance, please contact our customer service.

What is your cancellation policy?

Subscription Cancellation Policy:

If you are a subscriber and would like to cancel your account, please login to your account and cancel. If you are unsure of how to login and cancel, please check out our subscription FAQs and follow the directions.

Having problems logging into your account to cancel? Please reach out to us at customercare@myorganiccompany.store and we will resend you the email to set up your account. Some customers forget to setup their accounts with a password when creating a subscription, but no worries, we are here to help! Once your account is setup with a password, you are able to modify/cancel your subscription.

Please note, due to a large quantity of emails received daily, we don't cancel subscriptions initially for customers. We encourage customers to adjust their accounts individually so they can ensure cancellations are completed prior to the next shipment.

Our staff is not responsible for cancelling customer's recurring subscriptions. If you have requested a subscription cancellation, and have not had confirmation from customer service that your subscription has been cancelled, please be advised your next subscription could potentially ship. Your subscription is NOT cancelled unless you have received confirmation.

All Orders Cancellation Policy:

Cancellations: We guarantee all cancellations done within 1 hour of ordering; after that, we cannot guarantee the cancellation. Additionally, cancellations have a cutoff time of 11:59PM CST, Sunday - Thursday- after which we cannot process cancellations. Unshipped Friday orders can be canceled up until Sunday 11:59PM CST.

**ALL CANCELLATION REQUEST MUST BE MADE WITHIN ONE HOUR OF THE ORDER HAVING BEEN PLACED. PLEASE USE OUR CHAT BOX ON OUR WEBSITE FOR ALL CANCELLATION REQUEST OR THEY WILL NOT BE HONORED**.

https://myorganiccompany.store/ (green circle with a leaf)

If you place an order at 1:00pm CST you have until 2:00pm CST to cancel.

Cancellation Fee for Refunds:

In the event of an order cancellation or refund, for any reason, we shall deduct a 4% cancellation fee, to cover the non-refundable credit card transaction fees, Shopify Platform fees, Labor fees, etc. incurred by My Organic Company for every transaction. The 4% fee shall be deducted from the refund, for a maximum refund of 96% of the original amount.

DO NOT DISPUTE THE CHARGES WITH YOUR BANK! When we receive your package, we issue the refund, not your bank! We will dispute false claims and this could subject you to being charged regardless.
 
WE WILL NOT ACCEPT RETURNS OF ORDERS THAT WERE INCORRECTLY ORDERED BY THE CUSTOMER!

Legal DIsclaimer

All shipping time frames are estimates, Monday through Friday only, and will be shipped within the next 2 business days (unless there is a holiday either here in the US or in the EU).

Business days are Monday through Friday and do not include holidays in both the US and EU. The days it takes the order to process and be fulfilled are not included in the shipping time frame.

Please allow 1-5 business days for your order to be process, packaged, quality controlled and placed for shipping.

We do not have control or jurisdiction over shipping carriers. We do not have any control or jurisdiction over the length of time that customs takes with each and every package they receive. US Customs and the FDA are in control of what is and what isn’t let through customs.

**If customs or a carrier decides to charge a duty fee, please let us know. This is not something that we personally charge you.**

There may be slight delays if a product is about to be restocked. We will email you if it is longer than 2 days.

Cancellations: We guarantee all cancellations done within 1 hour of ordering; after that, we cannot guarantee the cancellation. Additionally, cancellations have a cutoff time of 11:59PM CST, Sunday - Thursday- after which we cannot process cancellations. Unshipped Friday orders can be canceled up until Sunday 11:59PM CST. A 4% cancellation fee will be applied to any refunds, for a maximum refund of 96%, to cover the non-refundable credit card, platform, labor and transactions fees for every transaction.

**ALL CANCELLATION REQUEST MUST BE MADE WITHIN ONE HOUR OF THE ORDER HAVING BEEN PLACED. PLEASE USE OUR CHAT BOX ON OUR WEBSITE FOR ALL CANCELLATION REQUEST OR THEY WILL NOT BE HONORED**.

https://myorganiccompany.store/ (green circle with a leaf)

If you place an order at 1:00pm CST you have until 2:00pm CST to cancel.

Please contact within 3 business days of receiving the product, if there are any issue with the product, so that we may help you. If you reach out later than 3 business days we may not be able to help remedy the issue.

Happy Baby Guarantee is good for 1 free can/box of formula. Customers must pay shipping.