Refund policy

Returns and Refunds

If something's off, we'll make it right. Fast.

Our strips are a food-grade product, which means anything that's left the warehouse can't go back on the shelf. That's why we don't accept change-of-mind returns or exchanges. But if your order arrives damaged, defective, incorrect, or never makes it to your door, we'll handle it within 30 days.

  • 30-day window starting from your delivery date
  • Full refund whenever the issue is on us
  • No restocking fees, ever

How to File a Claim

Three quick steps. No forms, no hold music. Email us within 30 days of delivery and a real human replies within one business day.

Step 01 — Reach out Send a quick note to support@thestripz.co with your order number and a short description of what went wrong.

Step 02 — Share a photo Snap a clear shot of the tin, the shipping label, and whatever's off. Photo proof lets us approve claims without you shipping anything back.

Step 03 — Replacement or refund Once approved, replacements ship within 3 business days. Refunds land on your original payment method in 3 to 7 business days, depending on your bank.

What's Covered

The guarantee runs for 30 days from your delivery date. Here's exactly what counts and what doesn't.

We've got you

  • Damaged in transit: Crushed tin, broken seal, leaking packaging. Free replacement, no return required.
  • Defective strips: Strips that won't dissolve, have an off color or smell, or otherwise fail to perform as described on the label.
  • Wrong item: We shipped the wrong SKU? Full replacement at no shipping cost to you.
  • Lost in transit: Tracking stuck or the package never arrived? File within 30 days of the estimated delivery date and we'll reship or refund.

Not covered

  • Change of mind: Opened or unopened, once a tin leaves our warehouse we can't resell a food-grade product, so change-of-mind returns aren't accepted.
  • Flavor or formula swaps: We don't trade one SKU for another. Want to try something else? Place a new order.
  • Wrong shipping address: If the address entered at checkout was incorrect, the reship is on you. Double-check before you hit pay.
  • Unclaimed or refused packages: Anything returned to sender because no one collected it isn't refundable.
  • Customs rejection: International orders refused at customs or with unpaid duties and taxes are non-refundable.
  • Past 30 days: Claims filed more than 30 days after delivery can't be processed.

The Timeline

Here's how long each step takes so there are zero surprises.

  • Under 24 hours — First reply. A real human gets back to your email within one business day, Monday through Friday.
  • 3 days — Replacement ships. Approved replacements go out within 3 business days of approval.
  • 3 to 7 days — Refund arrives. Refunds hit your original payment method within 3 to 7 business days of approval.

Questions We Hear a Lot

Why don't you accept change-of-mind returns? Our strips are a food-grade, ingestible product. Once a tin has left the warehouse, opened or not, we can't legally or safely resell it. Accepting change-of-mind returns would mean destroying perfectly good product and quietly baking that cost into everyone's order. We'd rather keep prices honest and expectations clear up front.

Do I have to ship the tin back? Nope. For damaged, defective, wrong-item, or lost orders, a clear photo is all we need. You keep or toss the original and we send a free replacement or refund.

Can I swap one flavor or formula for another? We don't process exchanges. If the tin you received is defective or the wrong SKU, we'll refund or reship the correct one. If you simply want to try something different, just place a new order.

How do subscriptions work? Subscriptions are covered by the same 30-day guarantee as one-time orders, on every shipment, not just the first. You can pause, skip, or cancel anytime from your account. No fees, no phone calls.

I bought from a retailer, not your website. Can I return to you? No. Products purchased through a third-party retailer fall under that retailer's policy. If the product is defective, email us anyway and we'll help you sort it out.

What if my refund is taking too long? Most refunds land within 3 to 7 business days. Some banks take up to 10. If you're past 10 business days with nothing in sight, email support@thestripz.co and we'll trace it.

The Fine Print

EU customers: Under EU consumer rights, you have a 14-day cooling-off period to withdraw from your purchase after receiving the goods, provided you accepted delivery and the tin is returned unopened and in its original sealed condition. Return shipping is at your cost. Contact support@thestripz.co to exercise this right.

Sale and promotional items are final unless damaged or defective.

Gift cards are non-refundable.

Stripz reserves the right to refuse claims that don't meet the conditions above, or to update this policy at any time. The version on this page is the active one.

Still Need Help?

Drop us an email with your order number and we'll respond within one business day. No bots, no scripts, just a real person from the Stripz team.

Email: support@thestripz.co