Orders are generally processed within 2–4 business days, excluding weekends and holidays. Processing may take longer during launches, promotional periods, holidays, severe weather, or unusually high order volume.

An order confirmation means we received your order; it does not mean the order has shipped. You will receive a shipping confirmation with available tracking information after the carrier accepts the package.

United States

After shipment, standard U.S. delivery generally takes an additional 3–7 business days. Carrier estimates are not guaranteed.

Canada

Canadian delivery varies by destination, carrier service, and customs processing. Any estimate displayed at checkout or provided by the carrier is an estimate only.

If SANUS LVNG cannot ship within the timeframe stated at purchase, we will provide the notice, delay option, cancellation option, or refund required by applicable law.

• Free standard shipping is available on U.S. orders of $50 or more after discounts and before taxes.

• Shipping is calculated at checkout for U.S. orders under $50.

• Shipping is calculated at checkout for all Canadian orders.

• Unless expressly stated otherwise, discounts do not apply to shipping charges.

Canadian customers are responsible for all applicable duties, taxes, customs charges, brokerage fees, import fees, and local requirements. These charges are not controlled by SANUS LVNG and are generally not refundable by us.

We begin processing orders promptly. Send any request to change or cancel an order to [email protected] as soon as possible and include the order number.

We cannot guarantee a change or cancellation after an order has entered fulfillment. An address correction requested after shipment may be unavailable or may result in additional carrier charges.

SANUS LVNG is not responsible for carrier, weather, customs, labor, transportation, incorrect-address, or other delays outside our reasonable control. We will reasonably assist with available tracking information or a carrier inquiry.

A carrier’s “delivered” scan does not always mean the package was placed at the front door. Before contacting us, please check the delivery area, household members, building staff, neighbors, parcel lockers, and any carrier delivery notice.

Damage or Incorrect Items

Contact [email protected] within 7 calendar days after delivery. Include the order number, a description of the issue, and clear photographs of the shipping package, label, and affected product. Keep all packaging until the review is complete.

Missing Packages

If tracking shows delivery but the package cannot be located, contact the carrier first and then notify SANUS LVNG within 7 calendar days of the delivery scan. We may request a carrier claim, supporting documentation, or additional time to investigate.

Resolution

After review, an eligible claim may be resolved by replacement, store credit, refund, or another appropriate remedy. A submitted claim does not automatically guarantee a particular outcome. SANUS LVNG may deny claims involving insufficient documentation, repeated abuse, fraud, an incorrect address supplied by the customer, or circumstances outside the applicable policy and law.

For food-safety and quality reasons, coffee and other consumable products are final sale and are not eligible for return because of taste preference, roast preference, change of mind, or an opened package.

We will review a timely request involving an item that arrived damaged, defective, contaminated, materially different from the order, or otherwise subject to a remedy required by law. Do not consume a product that appears damaged, compromised, incorrectly sealed, or unsafe.

Unworn, unwashed, unused merchandise in original condition and original packaging may be eligible for return when the request is submitted within 30 calendar days after delivery.

• Apparel must be unworn, unwashed, free of odors, stains, hair, and damage, with tags attached when applicable.

• Drinkware must be unused, unwashed, undamaged, and returned with original packaging and included components.

• Personalized, customized, clearance, final-sale, gift-card, or promotional items may be ineligible unless defective or required by law.

• A return authorization is required before mailing any item. Packages sent without authorization may be refused or returned.

Unless the return results from a SANUS LVNG error or an eligible damaged or defective item, the customer is responsible for return shipping and any related carrier risk. Original shipping charges are not refundable unless required by law or the return results from our error.

For approved Canadian returns, the customer is responsible for return shipping, duties, taxes, brokerage, and customs charges. SANUS LVNG does not reimburse charges paid to customs or another government or carrier.

Direct exchanges may not always be available. When an exchange cannot be processed, the customer may be asked to return the eligible item and place a new order. Product availability is not guaranteed while a return is in transit.

Approved refunds are issued to the original payment method after the returned item is received and inspected, or after an eligible claim is approved. Please allow 5–10 business days after issuance for the financial institution to post the credit.

Refund timing may vary by payment provider. Discounts, gift value, shipping charges, duties, taxes, and other amounts are handled according to the terms of the transaction and applicable law.

Subscription changes, skips, pauses, or cancellations apply only to future orders that have not entered processing. Once a recurring order has been processed or shipped, it is treated under this Policy according to the product type and condition.

Promotional gifts, free items, and bundled items may need to be returned with the qualifying purchase. If a qualifying item is returned without the associated promotional item, the retail value of the unreturned item may be deducted from an otherwise approved refund where permitted.

To request assistance, include your full name, email address, order number, and a clear description of the issue:

SANUS LVNG LLC

1201 North Market Street, Suite 111

Wilmington, Delaware 19801

Email: [email protected]

Phone: 302-267-4300