Returns and refunds

Trying something new should feel low risk. If a Promix product isn't right for you, whether it showed up damaged, didn't taste the way you hoped, or just wasn't your thing, we'll help you sort it out. Here's everything you need to know.

Not sure if you ordered once or subscribed?

Quick check first, because it changes your options.

• One-time order: you bought it once, you were charged once, and nothing ships again unless you reorder.

• Subscription (Subscribe and Save): a recurring order at a discount that reships on a schedule until you skip, pause, or cancel. You'll find it in your account under "Manage subscription."

Still unsure? Log in and check your Subscriptions tab, or peek at your order confirmation email. We're also one message away and happy to look it up for you, or help you skip, pause, or cancel before your next charge.

One-time orders

You've got 90 days.

• Didn't love the taste, or it didn't work for you? We'll make it right with an exchange or store credit for the full amount you paid. Prefer a refund to your original payment method? We can do that on one-time orders within 90 days (up to $250 per order; larger amounts are reviewed first).

• Showed up damaged, defective, or wrong? We'll reship it free. Keep what you have, just send a photo with the Best By date and Lot Code.

A few specifics: products can be opened and tried, because you can't know if something works without it. Refunds up to $250 per order go back to your original payment method within 5 to 10 business days. Requests above $250 are reviewed and documented before processing, and are typically resolved with store credit or a replacement. Return shipping is on you unless the order arrived damaged or wrong on our end.

Subscriptions

After your first order, subscription orders are not eligible for a cash refund. You're always in control: skip, delay, pause up to 3 months, or cancel anytime with no penalty. If something isn't right, we'll make it right with store credit or an exchange, and anything that arrives damaged is reshipped free.

First time with Promix Nutrition and it was a subscription? If the product wasn't right, we'll do a one-time exchange or store credit within 30 days, as long as you reach out within 14 days of receiving it. Just ask.

Used a discount code?

You're still covered. Discount-code orders are eligible for store credit for any reason within 90 days, equal to what you paid.

Damaged or defective items

Showed up damaged or defective? We'll reship it free, no return needed. Just send a photo with the Best By date and Lot Code.

Lost or missing packages

We strongly recommend adding package protection at checkout. It's the fastest way to be covered if something goes missing.

• With package protection: file a claim and we'll send a replacement or issue store credit, no hassle.

• Without package protection: if tracking shows delivered, please check with neighbors, household members, or your building manager first. We can't refund a carrier-confirmed delivery without package protection, though we'll work with you if you file a police report.

• Not sure if you have it? We verify package protection status on every order, so there's no need to guess. Reach out and we'll confirm.

File any claim here: https://promixnutrition.com/apps/redo/returns-portal/login

True Med orders

These are final sale, so no returns, refunds, exchanges, or store credit. If yours arrives damaged or wrong, reach out and we'll make it right.

Outside the US

We can't accept international returns unless the item arrives damaged. If it does, email orders@promixnutrition.com within 72 hours with photos plus the Best By date and Lot Code, and we'll send a replacement or refund as fast as we can.

A few things we can't take back

• Orders placed more than 90 days ago (first subscription orders get 30)

• Subscription orders after the first one, unless they're damaged

• True Med orders

• Amazon or other third-party purchases (reach out to that retailer directly)

• Gift cards, samples, apparel and gear, limited or sale items, and shipping fees

Keeping it fair

We build this policy on trust. If we notice a lot of repeat returns on an account, we may switch to store credit only or pause future returns. Each order can be replaced or refunded once.

How to start a return

Head to our returns portal, add your order number and reason, and we'll take it from there.

https://promixnutrition.com/apps/redo/returns-portal/login

A note on timing: refunds land in 5 to 10 business days (plus a few more for your bank to post it), store credit shows up as soon as we receive your return, and replacements ship out quickly once we see your photo.