Frequently Asked Questions
WE ARE HERE TO HELP
ORDER & SHIPPING
I'm missing a product from my order, what do I do?
Sometimes orders get lost in the mail! Send us an email with your order ID and what's missing and we'll sort things out for you within 48 hours (on weekdays). Either fill out the form on this page or visit Contact Us.
What do I do if I receive a faulty item in my order?
If you receive a faulty item, please contact us using the form on this page; send along your order ID as well as a brief description of your issue. We'll get back in touch ASAP and have everything sorted out for you within 48 hours (on weekdays).
Will you refund the shipping charges on my parcel?
Great news if you're a Freshfam member: Your shipping is already free!
For orders that have a shipping fee: If your order is faulty or does not meet your expectations, we will often issue a 100% refund which includes the cost of shipping. It's only fair 😀.
Please get in touch with us if an order arrives waaaay past it's estimated arrival date so we can check in on it for you and see if anything happened while it was in transit.
I'm Having trouble with my coupon code. what do i do?
If you find that a coupon code isn't working for you at checkout, send us a message so we can sort this out for you! We'll get back to you ASAP and have everything sorted within 48 hours (on weekdays).
Freshfam members: Discount codes are currently not accepted on top of your membership discounts.
Why is the website product code different to my delivery note?
We use multiple warehouses and fulfillment centers to help keep our shipping costs and shipping times as low as possible. Sometimes these warehouses require unique codes for their tracking and this can show up on your delivery note. If things don't look right or you received a product that you didn't order, send us a message with your order ID and a description of your issue so that we can sort things out for you. We'll get back to you ASAP and have everything sorted within 48 hours (on weekdays).
FRESHFAM SHIPPING RATES TO ALASKA, HAWAII, PUERTO RICO & GUAM
It's much more expensive to ship outside the contiguous United States. Instead of not including these regions for Freshfam, our shipping rates to Alaska, Hawaii, Puerto Rico and Guam are kept as low as possible:
- Shipments under 1 lb: $3
- 1-2 lbs: $6
- 2-3 lbs: $9
- 3-4 lbs: $10
- 4-5 lbs: $12
PRODUCT & STOCK
How can I purchase a gift voucher?
We don't sell gift vouchers at the moment.
Why have I received an email saying the item I've ordered is out of stock?
Your health and well-being matter to us so we make sure that Freshfield has ample inventory to get products to you when you need it. However, in the unlikely case that we are out of stock for a certain product, it will show as OUT OF STOCK on our website along with an estimated time that we will be back in stock.
We reserve inventory for our Freshfam members but in the case that your product is out of stock, we will notify you with ample notice so that you can find a suitable alternative in our product line.
How can I search to find products on the website?
There is a search field in the top bar of our website navigation. Additionally, our products are organized so that you can find what you need according to benefits, ingredients, etc.
Can you tell me more about your FRESHFAM PRICING policy?
Sure! It's very simple. Freshfam is an annual membership. Members save 30% on all products, all the time. On top of this, Freshfam members get free shipping on all orders with no order minimum required.
WHY DID MY ORDER ARRIVE IN AN AMAZON BOX?
Surprised by the "Prime" box? In order to keep our shipping reliable, efficient and cost effective, we utilize Amazon's warehouse network.
RETURNS & EXCHANGES
What is your return policy?
Freshfield offers a 30-day refund policy on our products. If you have a product with a defect or are unsatisfied with your product, please get in touch with us so that we can accommodate your request. We do not offer refunds on Freshfield membership fees.
When can I expect my refund?
Refunds are processed within 48 hours of an approved request. Funds will arrive in your account within 5-7 business days.
STILL HAVE QUESTIONS?
Feel free to send us a message.