At GLOW Elevate, we take the quality, handling, and safety of our products seriously. Due to the nature of our products, all sales are final and we do not accept returns or provide refunds, except where otherwise required by applicable law.
No Returns or Refunds
Because our products may require specific storage and handling conditions, including refrigeration for certain products and proper handling after reconstitution, we cannot accept returned products or issue refunds once an order has been shipped or delivered.
For this reason:
- All sales are final.
- We do not accept returns.
- We do not provide refunds for unwanted, unused, or unopened products.
- We cannot accept products that have been improperly stored, handled, or transported after delivery.
- We cannot resell or restock returned products.
Please carefully review your order before completing your purchase and make sure you are able to properly receive and store the product according to the applicable product instructions.
Damaged Items
In the rare case that your package arrives damaged, please contact GLOW Elevate as soon as possible after delivery by email.
Damaged items are eligible for replacement only and are not eligible for a refund.
To properly evaluate a damage claim, we may require:
- Your order number
- Clear photos of the damaged product
- Clear photos of the exterior of the shipping box
- Clear photos of the interior packaging and protective materials
- Tracking information
- A description of the damage
- Documentation or evidence provided by the shipping carrier, if applicable
If you notice that the shipping box is visibly damaged upon delivery, you should document the damage with the shipping carrier at the time of delivery whenever possible.
Failure to document visible shipping damage may affect our ability to approve a replacement.
Damaged Product and Packaging Must Be Retained
Do not dispose of the damaged product, shipping box, packaging materials, or other materials associated with the shipment unless GLOW Elevate specifically instructs you to do so.
GLOW Elevate may require the damaged product and original packaging to be returned so that we can inspect and document the condition of the shipment and provide supporting evidence when submitting a claim to the applicable shipping carrier.
When a return is required, GLOW Elevate may provide a prepaid return shipping label and instructions for returning the damaged product and packaging.
Customers are responsible for following the return instructions provided by GLOW Elevate and for returning the requested items within the timeframe provided.
Failure to retain or return the damaged product and packaging when requested may affect GLOW Elevate’s ability to submit or successfully process a shipping carrier claim and may affect eligibility for a replacement.
Shipping Damage Claims
In the event that an order appears to have been damaged during transit, GLOW Elevate may submit or assist with a claim through the applicable shipping carrier.
Customers must retain the original shipping box, packaging materials, damaged product, and any other materials associated with the shipment until GLOW Elevate has completed its review and provides further instructions.
The carrier may require the original product and packaging as evidence when evaluating a shipping claim.
After receiving the required information and documentation, GLOW Elevate will review the claim to determine whether the reported damage appears to have occurred during shipping, carrier handling, packaging, or another stage of fulfillment.
Providing photographs or documentation does not automatically guarantee approval of a replacement. Each claim will be reviewed based on the information and evidence provided.
If GLOW Elevate requires the damaged product or packaging to be returned, GLOW Elevate may provide a prepaid return shipping label. Customers should not ship the items back using their own shipping service unless specifically instructed to do so.
If GLOW Elevate determines that the product qualifies for a damaged-item replacement, we will provide a like-for-like replacement within 14 days of approval of the claim, subject to product availability.
Approved damaged-item claims will not result in a cash refund or a refund to the customer’s original payment method.
Customers should not return a damaged product unless GLOW Elevate specifically instructs them to do so or provides return instructions and, when applicable, a prepaid return shipping label.
Lost, Stolen, or Delivered-but-Missing Packages
GLOW Elevate is responsible for preparing and shipping orders to the shipping address provided by the customer.
Once the applicable shipping carrier records the package as delivered to the shipping address, GLOW Elevate’s shipping obligation is considered completed, subject to applicable law and the carrier’s terms and procedures.
GLOW Elevate is not responsible for packages that are lost, misplaced, stolen, or taken after the carrier has recorded the package as delivered, including packages alleged to have been taken from a porch, mailbox, apartment area, lobby, doorstep, or other delivery location.
A carrier delivery confirmation may include a delivery date, time, delivery location, photograph, or other delivery information. A delivery confirmation does not necessarily include a customer’s signature.
Customers are responsible for making appropriate arrangements to safely receive their packages.
Theft or Porch-Piracy Claims
If a customer reports that a package was stolen after being marked as delivered, GLOW Elevate may request documentation to support the claim.
This may include:
- Order number
- Tracking number
- Carrier delivery confirmation
- Delivery photograph, if available
- Written statement describing the circumstances
- Police report or police report number
- Available security-camera footage
- Documentation provided by the shipping carrier
- Any other information reasonably necessary to evaluate the claim
For a reported theft or porch-piracy claim, GLOW Elevate may require the customer to provide a police report or police report number before considering a replacement or other assistance.
Submitting a police report does not automatically guarantee that a replacement will be approved.
GLOW Elevate may also require the customer to cooperate with an applicable carrier investigation or claim process. Carriers may have their own procedures for packages reported as delivered but not received.
Unless GLOW Elevate determines otherwise after reviewing the circumstances, GLOW Elevate does not provide refunds or replacement products for packages that the carrier’s records show as delivered but that are subsequently reported as lost, stolen, or missing.
Incorrect or Missing Items
If you receive an incorrect item or an item is missing from your order, please contact GLOW Elevate as soon as possible after delivery.
We may request photographs, your order number, tracking information, packaging photographs, and other information necessary to verify the issue.
If the issue is confirmed to be an error on our part, GLOW Elevate will provide an appropriate replacement.
Refunds are not provided for incorrect or missing items.
Customer Responsibility After Delivery
Once your order has been delivered, customers are responsible for the package and for following all applicable product storage and handling instructions.
GLOW Elevate is not responsible for damage, deterioration, loss, theft, or other issues resulting from:
- Improper storage
- Failure to refrigerate a product when refrigeration is required
- Improper handling
- Improper reconstitution
- Exposure to inappropriate temperatures
- Leaving a temperature-sensitive package unattended after delivery
- Porch theft or package theft after delivery
- Packages left unattended at the customer’s delivery location
- Failure to retrieve a package promptly after delivery
- Incorrect shipping or delivery information provided by the customer
Please make appropriate arrangements to receive your order and store the product according to the applicable product instructions upon delivery.
Order Information
Please carefully verify your shipping address and order information before completing your purchase.
GLOW Elevate is not responsible for orders shipped to an incorrect or incomplete address provided by the customer.
Customers should verify that the shipping address is secure and suitable for receiving deliveries.
Carrier Delivery and Signature
Unless a signature-required service has been specifically selected or purchased, delivery confirmation does not necessarily include the customer’s signature.
Carrier tracking information showing a package as delivered may serve as delivery confirmation, even when the package was left at a mailbox, porch, doorstep, or other designated delivery location.
For higher-security deliveries, customers may contact GLOW Elevate before placing an order to determine whether signature-required shipping or another delivery option is available.
Chargebacks and Payment Disputes
Before initiating a payment dispute or chargeback, customers are encouraged to contact GLOW Elevate so that we can review the order and determine whether the issue qualifies for assistance under this policy.
A chargeback or payment dispute does not change or override the terms of this Return & Refund Policy.
GLOW Elevate may provide the payment processor with applicable order records, tracking information, delivery confirmation, customer communications, photographs, and other documentation when responding to a payment dispute.
Need Help?
If you have questions about an order, believe your package was damaged during shipping, or believe an incorrect or missing item was delivered, please contact GLOW Elevate as soon as possible with your order number and supporting documentation.
For packages reported as lost or stolen after carrier-confirmed delivery, please be prepared to provide the applicable tracking information and, when requested, a police report or police report number.
We are committed to reviewing legitimate shipping and fulfillment issues based on the available documentation and applicable carrier procedures.