Shipping policy

 

Effective Date: May 2026
Last Updated: May 2026

This Shipping Policy explains how Cofactor Health LLC (“Cofactor Health,” “Cofactor,” “Company,” “we,” “us,” or “our”) processes, ships, tracks, and handles delivery issues for orders placed through our website.

By placing an order with Cofactor Health, you agree to this Shipping Policy, our Terms and Conditions, Refund and Return Policy, Privacy Policy, Subscription Terms, and any other policies posted on our website.

Please read this policy carefully before placing an order. Our goal is to ship orders accurately and efficiently while providing clear expectations around processing times, carrier delivery estimates, shipping charges, address responsibility, lost packages, damaged shipments, and subscription shipments.

 

 

1. Shipping Method

Cofactor Health currently ships most orders using USPS Ground Advantage unless another shipping method is displayed at checkout or selected by us for operational reasons.

USPS Ground Advantage is a standard domestic shipping service. Estimated delivery times are provided by USPS and are not guaranteed by Cofactor Health.

Carrier transit times begin only after the order has been processed, packed, labeled, and accepted by USPS. Order processing time is separate from carrier transit time.

 

 

2. Order Processing Time

Orders are typically processed within 1–3 business days, excluding weekends and holidays.

During launch periods, restocks, promotions, holidays, inventory delays, high-volume periods, fulfillment disruptions, or other unusual circumstances, processing may take longer.

Business days are Monday through Friday, excluding federal holidays and any days when USPS or our fulfillment operations are closed.

Placing an order does not mean the order ships the same day. A shipping label may be created before USPS physically accepts or scans the package.

 

 

3. Estimated Delivery Time

After USPS accepts the package, USPS Ground Advantage generally provides estimated delivery within approximately 2–5 business days for many domestic shipments.

Delivery estimates are not guarantees. Actual delivery timing may vary based on destination, carrier volume, weather, holidays, transportation disruptions, USPS delays, incorrect addresses, rural delivery routes, natural disasters, public emergencies, or other circumstances outside our control.

Cofactor Health is not responsible for carrier delays after a package has been transferred to USPS.

 

 

4. One-Time Orders: Customer-Paid Shipping

For one-time purchases, shipping rates are calculated and displayed at checkout unless a promotion states otherwise.

By completing checkout, you agree to pay the shipping amount displayed at checkout.

Shipping charges for one-time purchases are generally non-refundable, including in cases of approved returns, refused deliveries, customer address errors, missed delivery attempts, or dissatisfaction with a product, unless required by law or unless Cofactor Health made an error with your order.

 

 

5. Subscription Orders: Free Standard Shipping

Eligible subscription orders currently include free standard shipping within the United States, unless otherwise stated at checkout.

Free standard shipping applies only to eligible subscription orders and may not apply to one-time purchases, expedited shipping, replacement orders, international orders, bulk orders, wholesale orders, special promotions, or other excluded order types.

Cofactor Health reserves the right to modify, limit, or discontinue free subscription shipping for future orders, subject to applicable law and any required notice.

If a subscription order is refunded under an approved exception, Cofactor Health may deduct actual outbound shipping costs from any refund where permitted by law.

 

 

6. Shipping Charges Are Non-Refundable

Unless required by law or unless Cofactor Health made an error with your order, shipping charges are non-refundable.

This includes, but is not limited to:

  • Original shipping charges;

  • Return shipping charges;

  • Expedited shipping charges;

  • Package protection fees;

  • Shipping insurance fees;

  • Handling fees;

  • Carrier fees;

  • Delivery surcharges;

  • Address correction fees;

  • Returned package fees; and

  • Any other shipping-related costs.

If a customer-paid order is refunded under our Refund and Return Policy, the refund generally applies only to the eligible product purchase price, not shipping or other excluded fees.

 

 

7. Shipping Confirmation and Tracking

After your order is processed and a shipping label is created, you will typically receive a shipping confirmation email with tracking information.

Tracking information may take time to update after the label is created. A package may show “label created,” “pre-shipment,” or similar status before USPS scans the package into its system.

Once USPS accepts the package, tracking updates are controlled by USPS. Cofactor Health does not control USPS tracking scans, route updates, delivery timing, or delivery confirmation.

 

 

8. Customer Responsibility for Shipping Address

You are responsible for entering a complete, accurate, and deliverable shipping address at checkout.

Before placing your order, carefully confirm:

  • Recipient name;

  • Street address;

  • Apartment, suite, unit, building, floor, or mailroom number;

  • City;

  • State;

  • ZIP code;

  • Country, if applicable;

  • Phone number, if requested; and

  • Any delivery instructions needed for your address.

Cofactor Health is not responsible for packages that are delayed, lost, returned, misdelivered, or undeliverable because of incorrect, incomplete, outdated, or invalid shipping information provided by the customer.

If you notice an address error after placing your order, contact us immediately at support@getcofactor.com. We cannot guarantee that an address can be changed after an order is placed, especially if the order has already been processed, labeled, packed, or shipped.

 

 

9. Address Errors, Returned Packages, and Undeliverable Orders

If a package is returned to Cofactor Health because of an incorrect address, incomplete address, refused delivery, failed delivery attempt, failure to pick up the package, unavailable recipient, inaccessible delivery location, or other customer-related delivery issue, we may, at our discretion:

  • Reship the order after the customer pays additional shipping costs;

  • Issue store credit for the product purchase price, less original shipping, return shipping, handling, and other non-refundable costs;

  • Refund the eligible product purchase price, less original shipping, return shipping, handling, and other non-refundable costs;

  • Cancel the order; or

  • Deny a refund if the issue resulted from customer error, refusal, abandonment, or failure to follow this policy.

Original shipping charges are not refundable for returned, refused, or undeliverable packages.

For subscription orders that included free shipping, Cofactor Health may deduct actual outbound shipping and return shipping costs from any refund or credit where permitted by law.

 

 

10. Refused Deliveries

Refusing a delivery does not automatically cancel the order or entitle you to a refund.

If you refuse delivery or fail to accept a package, any refund, replacement, or store credit will be handled according to this Shipping Policy and our Refund and Return Policy.

We may deduct original shipping, return shipping, handling costs, carrier fees, and other non-refundable charges from any refund or credit.

 

 

11. Lost Packages

If your package appears to be lost in transit, contact us at support@getcofactor.com with your order number and tracking information.

A package may be considered delayed or lost only after USPS has had a reasonable opportunity to deliver or update tracking. Carrier delays are not automatically considered lost packages.

Depending on the situation, Cofactor Health may assist with reviewing tracking information, contacting USPS, filing a claim if available, or determining whether a replacement, store credit, or refund may be appropriate.

Cofactor Health does not guarantee refunds or replacements for packages delayed, mishandled, or lost by USPS or another carrier, unless required by law or approved by us in writing.

 

 

12. Packages Marked Delivered but Not Received

If USPS tracking shows that your package was delivered, but you did not receive it, you must contact us within 7 days of the delivery scan.

Before contacting us, please:

  1. Check your mailbox, porch, front door, side door, garage, parcel locker, mailroom, leasing office, reception desk, building staff, or other delivery area;

  2. Ask household members, neighbors, roommates, building staff, or mailroom staff whether they received the package;

  3. Check for a USPS delivery notice or attempted delivery message;

  4. Contact your local USPS office or carrier for delivery details; and

  5. Confirm that the shipping address entered at checkout was accurate and complete.

Cofactor Health is not responsible for packages that USPS marks as delivered but are lost, stolen, misdelivered, misplaced, or not received by the customer.

We may assist with available carrier claim options, but replacement or refund is not guaranteed for packages marked delivered.

If package protection or shipping insurance was offered and purchased, you may need to file a claim through that provider’s process.

 

 

13. Stolen Packages

Cofactor Health is not responsible for stolen packages after delivery.

If theft is suspected, you should contact USPS, your local post office, building management if applicable, and local authorities if appropriate.

We recommend shipping orders to a secure location where packages can be received promptly.

 

 

14. Damaged Shipments

If your order arrives damaged, contact us within 7 days of delivery at support@getcofactor.com.

Your email must include:

  • Order number;

  • Email address used to place the order;

  • Description of the damage;

  • Photos of the shipping box;

  • Photos of the product packaging;

  • Photos of the damaged product;

  • Photos of the shipping label;

  • Photos of any leaking, broken, crushed, opened, or otherwise damaged materials; and

  • Any other information reasonably needed to evaluate the claim.

Do not discard the product, product packaging, shipping box, shipping label, packing materials, or damaged items until we complete our review. These materials may be needed to verify the issue or support a carrier claim.

If we approve the claim, we may provide a replacement, store credit, or refund at our discretion.

Claims submitted more than 7 days after delivery may be denied.

 

 

15. Incorrect Items or Missing Items

If you receive the wrong item or believe an item is missing from your order, contact us within 7 days of delivery at support@getcofactor.com.

Your email must include:

  • Order number;

  • Email address used to place the order;

  • Description of the issue;

  • Photos of all items received;

  • Photos of the packing slip, if included;

  • Photos of the shipping box and label; and

  • Any other information reasonably needed to evaluate the claim.

If we confirm that Cofactor Health made an error, we may provide a replacement, store credit, or refund at our discretion.

Claims submitted more than 7 days after delivery may be denied.

 

 

16. Subscription Shipping and Renewal Orders

Subscription orders ship after each renewal order is processed.

You are responsible for managing your subscription before your next scheduled renewal date. To avoid a renewal shipment, you must cancel, pause, skip, or modify your subscription before the renewal order is processed.

We recommend making subscription changes at least 48 hours before your next scheduled renewal date.

Canceling, pausing, skipping, or modifying a subscription after a renewal order has already processed does not automatically cancel, refund, recall, or stop that shipment.

Once a subscription renewal order has been processed, it may not be canceled, refunded, or returned for a satisfaction refund, unless required by law or approved by Cofactor Health in writing.

Subscription customers are responsible for keeping shipping addresses current. Cofactor Health is not responsible for subscription shipments sent to an outdated, incorrect, or incomplete address if the customer did not update the address before the renewal order processed.

 

 

17. Pre-Orders, Backorders, Launch Orders, and Restocks

If we offer pre-orders, backorders, launch orders, or restock orders, estimated shipping dates will be provided when available.

Estimated shipping dates are not guaranteed and may change due to production timing, supply-chain issues, inventory delays, quality checks, fulfillment delays, carrier issues, or other circumstances.

If a material delay occurs, we may notify affected customers and provide options as required by applicable law.

 

 

18. Heat, Weather, and Environmental Conditions

Dietary supplements may be exposed to varying temperatures during transit. Cofactor Health is not responsible for temporary heat, cold, humidity, or weather exposure during shipping unless the product arrives damaged or unusable and the claim is approved under this policy.

After delivery, you are responsible for promptly retrieving and properly storing your product according to label instructions.

We are not responsible for product issues caused by failure to retrieve a delivered package promptly, leaving a package outdoors, exposure after delivery, improper storage, or failure to follow product label instructions.

 

 

19. Domestic Shipping

At launch, Cofactor Health currently ships within the United States, unless otherwise stated on our website or at checkout.

We reserve the right to restrict shipping to certain states, territories, military addresses, PO boxes, commercial addresses, freight forwarders, hotels, temporary addresses, or other locations.

Some addresses may not be eligible for delivery depending on carrier limitations, product restrictions, or operational constraints.

 

 

20. International Shipping

Unless otherwise stated at checkout, Cofactor Health does not currently offer international shipping.

If international shipping is offered in the future, customers will be responsible for all applicable customs duties, taxes, import fees, brokerage fees, regulatory compliance, and any other charges imposed by the destination country.

International orders, if offered, may be final sale unless otherwise stated or required by law.

 

 

21. PO Boxes, APO/FPO/DPO, and Special Addresses

USPS may deliver to many PO Boxes and military addresses, but shipping availability may vary.

Delivery to PO Boxes, APO/FPO/DPO addresses, hotels, temporary addresses, business addresses, mailrooms, parcel lockers, freight forwarders, and multi-unit buildings may involve additional risk of delay, misdelivery, or delivery complications.

Customers are responsible for ensuring that the shipping address can safely and reliably receive packages.

 

 

22. Order Changes and Cancellations Before Shipping

If you need to change or cancel an order, contact us immediately at support@getcofactor.com.

We cannot guarantee that changes or cancellations can be made after an order is placed.

Once an order has been processed, labeled, packed, or shipped, it may not be possible to change the shipping address, cancel the order, update the order, or stop shipment.

 

 

23. Split Shipments and Partial Shipments

In some cases, orders may ship in multiple packages or separate shipments.

If your order ships in multiple packages, you may receive separate tracking numbers and separate delivery dates.

Partial shipments do not mean the order is incomplete if the remaining items are still in fulfillment or transit.

 

 

24. Carrier Delays and Service Interruptions

Cofactor Health is not responsible for delivery delays caused by USPS, other carriers, weather, holidays, labor disruptions, high shipping volume, natural disasters, public emergencies, transportation disruptions, incorrect addresses, customs issues, governmental actions, or other circumstances outside our control.

Delivery estimates are provided for convenience only and are not guaranteed.

A delay in carrier delivery does not automatically qualify an order for refund, cancellation, replacement, or chargeback.

 

 

25. Chargebacks and Shipping Disputes

We are committed to resolving legitimate shipping issues directly and fairly. If you have an issue with shipping, delivery, tracking, address entry, a damaged package, a missing item, or a package marked delivered but not received, you must contact us first at support@getcofactor.com so we have an opportunity to review and resolve the issue.

By placing an order, you agree that:

  • You reviewed or had access to this Shipping Policy before purchase;

  • You are responsible for providing a complete and accurate shipping address;

  • Order processing time is separate from carrier transit time;

  • USPS delivery estimates are not guaranteed by Cofactor Health;

  • Cofactor Health is not responsible for carrier delays after a package is accepted by USPS;

  • Shipping charges are generally non-refundable;

  • Cofactor Health is not responsible for packages marked delivered by USPS but lost, stolen, misplaced, or not received;

  • Damaged, incorrect, or missing item claims must be reported within 7 days of delivery;

  • Subscription shipments are processed according to the subscription terms in effect at the time of renewal;

  • Canceling or changing a subscription after a renewal order has processed does not automatically cancel, refund, recall, or stop the shipment; and

  • Filing a payment dispute or chargeback does not override this Shipping Policy, our Refund and Return Policy, or our Subscription Terms.

If a chargeback or payment dispute is filed for an order that was validly placed, authorized, processed, shipped, delivered, or otherwise handled according to this policy, we reserve the right to provide the card issuer, payment processor, Shopify, USPS, and relevant financial institutions with evidence including, but not limited to:

  • Order confirmation;

  • Checkout records;

  • Payment authorization records;

  • Customer account information;

  • Customer IP address and device information;

  • Shipping address entered by the customer;

  • Shipping label information;

  • USPS tracking information;

  • USPS delivery confirmation;

  • Carrier scan history;

  • Delivery date and time;

  • Subscription consent records;

  • Renewal disclosure records;

  • Customer service communications;

  • Photos or documentation provided by the customer;

  • This Shipping Policy;

  • Our Refund and Return Policy;

  • Our Terms and Conditions;

  • Our Subscription Terms; and

  • Any other information reasonably relevant to the dispute.

If you file a chargeback before contacting us or while a shipping issue is under review, we may pause any replacement, refund, store credit, return request, or customer service resolution until the payment dispute is resolved.

We reserve the right to suspend or terminate accounts, cancel orders, cancel subscriptions, deny promotions, and refuse future service to customers who file improper, fraudulent, abusive, or bad-faith chargebacks or shipping-related payment disputes.

Nothing in this section limits any rights you may have under applicable law.

 

 

26. Fraud, Abuse, and Delivery Claim Review

We reserve the right to deny refunds, replacements, store credits, reshipments, or future orders if we reasonably believe a shipping or delivery claim is fraudulent, abusive, excessive, or inconsistent with this policy.

Examples of shipping-related fraud or abuse may include:

  • Repeated claims of lost, stolen, damaged, or missing packages;

  • Claims that conflict with USPS tracking or delivery confirmation;

  • Use of multiple accounts, addresses, names, or payment methods to submit repeated claims;

  • Refusing to provide requested photos or documentation;

  • Discarding damaged products or packaging before review;

  • Providing incorrect or incomplete shipping information;

  • Filing chargebacks instead of following the customer service process;

  • Claiming non-delivery after tracking shows delivery;

  • Abuse, threats, harassment, or misconduct toward customer support staff; or

  • Any other activity we reasonably determine to be fraudulent, abusive, or inconsistent with personal use.

 

 

27. Relationship to Refund and Return Policy

This Shipping Policy works together with our Refund and Return Policy.

If there is a shipping issue, delivery issue, damaged shipment, missing item, incorrect item, refused delivery, returned package, or marked-delivered package issue, both this Shipping Policy and our Refund and Return Policy may apply.

If a product is eligible for return or refund, the customer must follow the process in our Refund and Return Policy.

 

 

28. Changes to This Shipping Policy

We may update this Shipping Policy from time to time. The updated policy will be posted on our website with a new “Last Updated” date.

The policy in effect at the time of purchase generally applies to that purchase, unless a change is required by law or is more favorable to you.

 

 

29. Contact Us

For shipping, tracking, delivery, damaged shipment, missing item, incorrect order, or subscription shipment questions, contact us at:

Cofactor Health LLC
Email: support@getcofactor.com