Defective/Damaged Products

If your order arrives damaged or defective and if the damaged product(s) was/is not a shipping or packaging issue, please take a photo and email our team at: CustomerSupport@DrTomCowan.com We will issue store credit or send a replacement once approved. Please allow 5-7 days for processing.

If you received your order and damage most likely occurred during transit or due to insufficient packaging, please take a photo of the box exterior, interior (paper, bubble wrap) plus photos of the damaged product(s) and email our team at: CustomerSupport@DrTomCowan.com. We will issue store credit or send a replacement once approved. Please allow 5-7 days for processing.

Product Satisfaction Guarantee

If you are not completely satisfied with your purchase, and it has been less than 30 days since you received your order, you may return the unused portion of your eligible product* for a store credit of the price paid for the returned item(s), minus shipping costs. Unfortunately, items are not eligible for store credit once 30 days have passed from the day you received your order.

If your product is unopened and all safety seals are intact, your returned product is eligible for either a store credit or refund issued via the payment method used at
checkout.

Product returns must be approved by our team prior to shipping them back to us. Please reach out to Customer Support at CustomerSupport@DrTomCowan.com. If you return is approved, received and passes inspection, we will issue a store credit for the returned item(s), minus shipping costs. When shipping returns to us, provide Customer Support with your tracking number, so that we can monitor the return status.

*Gift certificates, as well as all customized and otherwise made-to-order products, are not eligible for a refund from DrTomCowan.com. In the event of a manufacturer defect, please contact the manufacturer directly to inquire about the manufacturer’s warranty and replacement policy. These products currently include, but are not limited to:

- Shower Heads
- Peat Fiber Comforters and Mattress Toppers
- E-books and Other Downloadable Digital Products
- Liposomal Vitamin C
- EMF Rocks

You will be responsible for paying for your own shipping costs for returning your item(s). Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.

DrTomCowan.com is not responsible for any items that are lost or damaged by the carrier during the return process. We recommend you add insurance on your package, so you can file a claim with the carrier in the event it is lost or damaged.

Leaking/Spillage

Raw products (such as Hibiscus Concentrate): If you received your order and there was some leakage or spillage, please know that due to the fermentation process, the products are under pressure when shipped in warm temperatures. Some leakage is normal. It is best to refrigerate the item immediately upon receipt to reduce the pressure from natural fermentation gases. Leaking is completely normal. Unless the bottle is cracked or otherwise damaged, the product is safe to enjoy.

Please reach out to our team if there was excess leakage or if the spillage affected other products in your order at CustomerSupport@DrTomCowan.com. Photos are very helpful for our team to determine best practices and address any packaging or shipment protocols.