Shipping + Returns
Last updated May 16, 2023
For individual products shipped within the contiguous U.S. (lower 48 states), we charge a fixed shipping rate based upon the quantity and total weight of products. Rates for shipping to Alaska, Hawaii, U.S. Military Bases, and other U.S. Territories are calculated at checkout using United States Postal Service (USPS) rates.
For case quantities (available only to approved professionals and retailers), shipping is added to the wholesale case price. Unless 2-day or overnight shipping is requested, the most economical standard shipping rate is generally selected. Professionals with carrier accounts and access to pre-approved rates may elect to use those lower rates. Email us at firstname.lastname@example.org for more information on case quantities and shipping rates.
At this point, we do not ship internationally to individual customers. If you are with an organization (e.g. large shelter, retailer, veterinary hospital, etc.) outside the United States and would like to place an order, you can reach out to us at email@example.com, and we can arrange for a shipment.
Carrier + Method
Individual orders of Lavengel® are generally shipped via USPS (United States Postal Service) and should arrive in a #0 Bubble Mailer envelope (4 x 8 in. or 6 x 10 in.). Orders are processed Monday through Friday. Generally, orders that arrive early in the day (before 12 p.m. CST) are shipped on the same day. The rest are shipped on the following business day. Orders that arrive on Saturdays, Sundays, or holidays are typically shipped the next business day. That said, we are a small team with lives, dogs, kids, and grandkids to keep up with, so please allow up to 48 hours to process your order.
After your order is processed and (gently) placed in the mail, you should receive an email with your tracking information. Barring a large influx of orders, technical difficulties, or general shipping delays during holidays (especially November-December), most orders should arrive to you within 2-5 business days after the order is processed. If any order-related problems arise on our end, we will attempt to contact you via the email you provided in the transaction or, if applicable, the email in your customer account.
First of all, thank you very much for your purchase. You're supporting a very small team, and we really appreciate that. If Lavengel® has not served you and your pup well, and you are not completely satisfied with your purchase for any reason, you may return it to us for a full refund of the purchase price.
We offer a 30-day money-back guarantee on Lavengel®. All returns should be postmarked within thirty (30) days of the purchase date.
First, fill out our Return Form. You will need your order number and a viable email address. It is best to use the email address associated with either your purchase or your customer account (if you have an account with us).
Once we receive your Return Form submission, we will provide you with a pre-paid shipping return label via email. Place your items securely in the original (or similar) packaging, print your return label, affix it to the packaging, make sure the packaging is sealed properly, and drop it off at the nearest post office. Your return will be mailed to the following address:
AOX Biopharma, LLC
Attn: Lavengel Returns
3955 Commerce Drive
St. Charles, IL 60174
After receiving your return, letting our dogs smell it, and inspecting the condition of your item, we will process your return. Please allow at least 10 business days from the receipt of your item to process your return. You will receive an email notifying you of the refund, and the money will be sent directly to the card that was originally used, or to PayPal. Refunds cannot be made to payment methods or accounts other than the one used for the original purchase. The refund should appear in your account in 5 to 10 business days.
Exceptions + Questions
For defective or damaged products, or any questions concerning our return policy, please contact us at firstname.lastname@example.org.