Last update: September 11, 2020
At Advanced Orthomolecular Research, the health and wellbeing of our partners, customers, employees and communities is our top priority. Due to the current COVID-19 pandemic, we are temporarily suspending product returns on any products order from March 1, 2020 onward.
Consumer Adverse Reaction Return Policy
Our Consumer Adverse Reaction Return Policy will remain in effect. If at any time, you experience an adverse reaction to one of our products, please contact us at 1-866-215-0450 to obtain a Return Authorization Form and an Adverse Reaction Report. Documents must be submitted to our Returns Department within five business days of your call. The product must be kept until your refund is received. To be eligible for return under this section, the product must not be expired.
Our Damaged Products Return Policy will also remain in effect. If you receive a damaged product, please email [email protected] or call 1-866-215-0450. Photographs of the damaged product may be requested. AOR will determine what further action to take if any, but we will do the best we can to come to a satisfactory resolution.
Q: Why are you not taking my return?
A: One of our core values is safety. Due to the rapidly evolving COVID-19 pandemic and our inability to monitor products that have left our stores, we are declining all returns (excluding Adverse Reactions and Damaged Products) for the safety of our customers and associates.
Q: Why was this not posted sooner?
A: We continue to closely monitor the rapidly evolving situation and make decisions that allow us to operate in a manor that best serves our customers and supports our associates while helping to reduce the spread of COVID-19. Out of an abundance of caution, we made the decision to temporarily suspend returns to protect the safety of our associates and customers.
Q: What if my product was damaged?
A: We stand by our quality standards. If your product was damaged and meets the criteria in the Damaged Products Return Policy, we will come to a satisfactory resolution with you.
Q: What is the time frame when you will start taking returns?
A: We will continue to closely monitor guidance from Federal, Provincial and local agencies and adjust our policies accordingly.
Q: What are the customer’s benefits for us not accepting returns?
A: Customers can feel a sense of safety when purchasing products from AOR.