Shipping & Returns
Domestic Orders: Domestic orders that receive our free shipping promotion will be shipped using USPS Priority Mail (free shipping offer excludes US territories). USPS Priority Mail is not guaranteed to be a 2-day delivery service. While advertised as a 2-day delivery service on the USPS site, some areas can take longer for delivery, along with other delays from weather, mechanical failure, etc. Other shipping methods with USPS and UPS are also available upon checkout. Keep in mind that the USPS Express shipping method will require a signature upon delivery unless otherwise requested, so please be available to receive the package at the scheduled delivery time. If you choose an expedited shipping method, please note that transit times will not include Saturdays or Sundays. Example: If you choose an expedited next day/overnight shipping method and your order is placed on a Friday, your order will deliver on the next available business day being Monday (unless Monday is an observed holiday).
International Orders: Shipping methods such as USPS, and UPS carriers will be available upon checkout. However, additional information may be requested by the carrier for customs clearance. Please keep this in mind and be sure to provide all the necessary documents and any other required information needed to properly clear your package through customs. We are not responsible for customs delays or clearance issues. Additionally, estimated delivery time frames for standard and express international shipping options are not guaranteed.
P.O. Boxes: DHL and FedEx Expedited/Express shipping methods do not support deliveries to P.O. boxes. Please use USPS or Standard Worldwide Mail for delivery to P.O. boxes.
Most orders placed before 2 pm CST will ship out the same day. Delays in payment or changes to orders may delay shipment. Orders are shipped out in the order they are received. Mail is not picked up on Sundays. Therefore, most orders placed after hours Saturday, and all day Sunday, will ship out Monday; unless Monday is an observed holiday. Many of our orders placed during business hours during the week ship out fairly quickly; many within an hour or two of being placed. Please do not finalize your order until all the information is correct and complete. This includes product choices, shipping addresses (including an apartment, suite, or building number), and shipping methods. Once an order has been shipped and handed over to the carrier, we do not have the ability to make any changes to the order, and we will not be able to stop the shipment once the package is in transit. Should we have the ability to intercept or make changes to a shipment after it has left our warehouse, it may incur an additional fee to be paid at the customer's expense.
We also do not have a system set in place to hold orders until a later date. As such, please do not place orders with comments requesting for them to be held until a later date. Our processes are in place to get shipments out as fast as we possibly can. Holds, changes, and cancellations are not guaranteed to be addressed before your original shipment goes out. Again, please make sure everything is correct, before completion. This allows our team to do what we do best and get shipments out to our customers in a timely manner. Due to order volumes on the days our warehouse is closed, your order may experience an extra delay. Please note, delivery is at the discretion of the carrier.
Unfortunately, we are not able to accommodate local pick-up requests. Our apologies for any inconvenience this may cause.
Orders placed with USPS shipping services will not be shipped or delivered on USPS postal holidays. However, you may receive a shipping status e-mail update that includes a tracking number. Your tracking number will not update until the following business day. Orders shipped via UPS, FedEx, or DHL will be processed as normal (except where noted below in the UPS, FedEx, and DHL holiday shipping schedule). USPS postal holidays are defined as follows:
New Year's Day
Martin Luther King Jr. Day
Orders placed with a UPS, FedEx, or DHL shipping services will not be shipped or delivered on UPS,
FedEx and DHL observed holidays. However, you may receive a shipping status e-mail update that includes a tracking number. Your tracking number will not update until the following business day. UPS and DHL observed holidays are defined as follows:
New Year's Day
Customs Duties & Fees
The buyer assumes all responsibility for any customs duties or fees. Duties, taxes, and carrier brokerage fees will not be included in your order total during checkout. These fees will be assessed by the parcel carrier, not our company. Additionally, we will not refund or replace orders which are seized by your country’s customs. The buyer should be aware of whether a product can be shipped to their country before placing an order. If the package is held by customs or has been seized or destroyed, it is unfortunately out of our control. Bright Brain does as much as we can to mitigate duties and/or taxes imposed on customers by their local postal service or customs agency. However, some customers and/or countries may still incur additional fees despite our efforts.
International UPS, FedEx, and DHL Shipping
When selecting UPS, FedEx, or DHL as your private carrier for international shipments, there may be additional fees for customs clearance, and UPS, FedEx, or DHL may need to contact you to get permission to clear your items through customs. Please be aware of that, and provide UPS, FedEx, or DHL the information needed to properly clear and deliver your package.
Bright Brain is committed to protecting itself and our customers against the growing threat of online credit card/payment fraud. Financial losses or penalties incurred due to online credit card/payment fraud can have far-reaching, negative effects - including driving up the cost of items that you purchase to the payment processing options that we are able to make available to you.
At our discretion, Bright Brain reserves the right to manually verify payment details on any purchase prior to the shipment of an order. The details requested may include, but not necessarily be limited to, proof of picture ID, billing address, and/or credit card.
If you have questions regarding this policy, please do not hesitate to contact us.
Product Returns / Cancellation Policy
We appreciate every single order and do everything we can to ensure customers are happy with their purchase. COVID-19 has unfortunately required the industry, including Bright Brain, to make some temporary changes to our return policies. If you are not happy with your purchase for any reason, please first contact us as soon as possible to see how we can resolve the issue without having to return the eligible unused jar(s) from your order or answer your questions and concerns. Bright Brain gives customers 30 days from the purchase date to return unopened eligible items for a partial refund of the product price or store credit to make another purchase/exchange.
Bright Brain's manufacturing, partners and relevant facilities are state of the art and have earned multiple Manufacturing & Health Certifications for compliance. Due to these certifications, along with new pandemic concerns, products considered eligible for return or exchange must not be opened and/or used. Unopened and unused products may be returned for a refund (With 25% reprocessing fee) within 30 days of its purchase date. In most cases, customers will be responsible for any shipping costs related to a return. If determined by Bright Brain, we can provide a return label to the customer at their request and that cost will automatically be deducted from the refund amount or charged to the customer's card if requested.
Approved returns, sent with a “Free Shipping” method, will be subject up to a $10 return fee or value equivalent to the original shipping cost. Products sent back that do not comply with return policies, such as opened products, will be disposed of and ineligible or any type of refund. Products sent back without RMA's will typically be returned to sender, but if able to be processed by the Warranty Department are subject to a 50% processing fee. Only in specific situations, provided at the discretion of Bright Brain, can return exemptions for opened product be provided and must have no more than 50% of the product used. Returns that are approved with an exemption will have a 50% processing fee for the price of the product. Returns of damaged or incomplete product, including the product's jar and cap, are subject to return fee deductions.
All approved returns must be postmarked within 10 days of approval. Upon receipt of a return at our warehouse, a refund to the original form of payment or store credit for only the cost of the products returned will be issued within 7 business days. Please note that once refunded, it may take 1-5 days to appear on your credit card statement, depending on your credit card company. We will notify you by email when your return has been processed.
Additional shipping fees, such as expedited shipping services, are non-refundable. All other return requests submitted after 30 days of the purchase date will be at the discretion of Bright Brain. Full details of the return process, along with detailed instructions, are provided upon RMA approval.
To request a return, you must contact us here.
Product Replacements / Lost Packages
Replacement of items lost in delivery or undelivered will be at the discretion of Bright Brain.
If you believe that your package has been lost in the mail, please contact us via the Help Desk immediately. Reports of a lost package must be submitted within 5 days of the estimated delivery date for domestic orders and 7 days for international orders. Typically, first class USPS orders do not carry any insurance. USPS Priority and UPS Ground mail services and above automatically include a minimum of $50 insurance and will be reshipped at no cost right away, dependent upon the result of an official location request and/or claim with the shipping provider.
If your order has been damaged in transit to you, it must be reported to Bright Brain within 3 days of the delivery date. All shipments that incur damage in transit must be accompanied by a photo of the product and shipping box to be eligible for a refund or replacement. After Bright Brain is notified of the damaged shipment, an official claim will be filed with the shipping provider using the customer's provided photos and documentation. At the discretion of Bright Brain, a replacement order or refund will be issued based on the claim review and approval.