Shipping and Returns
At TB12 we care deeply about the health of our clients and our teams. In response to the escalating threat of COVID-19, we have taken some additional precautions which will result occasionally extending shipping timeline estimates past the estimated time noted on the shipping page of up to 5 business days. As events are evolving rapidly and affecting each piece of the delivery process, we will continue to update this space with more definitive information as it becomes available.
International shipments going to Canada may experience additional delays due to limited air network capacity.
UPS & FedEx duty fees for Canadian shipments must be paid on the carriers’ website prior to delivery.
International shipments going to Australia may also experience additional delays as the Australia Post has advised that they are declaring a situation of force majeure for all inbound and outbound letter-post, parcel-post, and Express Mail Service (EMS) items until further notice.
During these challenging times, we remain committed to supporting your health and longevity with the best products and the best possible shopping experience. We are here for you, so please don’t hesitate reaching out to us at email@example.com with any questions or concerns regarding your TB12 order.
Shipping timeframes for international orders are unpredictable due to the customs inspection process. Please note that import duties and/or taxes on international shipments (when applicable) are the responsibility of the customer.
All free shipping offers apply to shipments within the continental United States only.
Please keep the following things in mind when returning a product you purchased from the TB12 Online Store:
We only accept returns of unused (and/or unworn) items in the same condition in which they were received and within 60 calendar days of the date they were ordered. Please include all pieces, parts, and documentation with your return. To complete your return, we ask that you provide a receipt or proof of purchase.
TB12 stands behind the quality of all of our products. If your item arrives with a defect or does not continue to provide full functionality within 1 year of the delivery date, we will gladly replace the item once the original item is returned. If you believe any item you have received is defective, please e-mail firstname.lastname@example.org to initiate the replacement process.
Only items that have been purchased directly from TB12 (either through the TB12 Online Store or at a TB12 Sports Therapy Center) can be returned to TB12. Products purchased through the TB12 Online Store can only be returned through the TB12 Online Store, not at a TB12 Sports Therapy Center (or other retail location).
How Do I Return My TB12 Purchase?
Start your return by clicking the link below. Follow the directions on screen in the online returns portal to complete and print a TB12 return label. Affix the label to your package and drop the package off with our return shipping partner. We’ll take care of the rest!
CLICK HERE TO START YOUR RETURN
Instant Store Credit (Exchanges)
While we do not currently offer direct merchandise exchanges, you can use our returns portal to exchange a product for immediate store credit and quickly repurchase your desired product. This is the fastest way to exchange your item:
Step #1 – Initiate a return using our returns portal – https://tb12sports.returnly.com
Step #2 – You will receive an e-mail with an Instant Refund voucher code to immediately place a new order for the product you need. In the same e-mail, you will receive a pre-paid return label to complete the return.
Step #3 – Print your pre-paid return label and send the unwanted item back to us
Once we receive your returned item(s), our returns team will receive and inspect the item(s) within approximately 5-8 business days. Please note, it may take 5-10 business days for your returned item(s) to arrive at our facility. Once your return is processed, we will send you an email to notify you about the status of your refund. If your refund is approved, we will initiate a refund to your credit card (or original method of payment). The amount of time for the credit to be posted to your account will vary depending on your credit card issuer’s policies but may take up to 5-10 business days.
Return Shipping Method
Our online returns portal will begin processing your return and provide a pre-paid, addressed return shipping label.
SubscriptionHow do I make changes to my subscription?
Log in to your account to add/remove items from your auto-delivery, change the frequency of your shipment, or update your billing information.Can I return subscription items?
We only accept returns of unopened subscription products within 60 calendar days of the date they were ordered. To complete your return, we ask that you provide a receipt or proof of purchase. Please refer to the returns section of this page for additional information.Policy Exceptions
If there appears to be fraud or abuse of policy, we may choose to decline your return.
We are not able to issue refunds for products purchased through our partners:
For refunds on TB12 BrainHQ subscriptions purchased through Posit Science, please contact Posit Science directly (email@example.com).
For refunds on TB12-UA Athlete Recovery Sleepwear purchased through Under Armour, please contact Under Armour directly or visit Under Armour’s Customer Service page
We are not able to accommodate returns from international customers through our online returns portal:
If you wish to initiate a return, please contact us at firstname.lastname@example.org
You will be responsible for paying the full shipping costs for returning your item.
TB12 is not responsible for any duties that are levied on imported goods. If TB12 is assessed duties in association with your return(s), these duties will be deducted from the amount of your refund.
If you have any questions regarding how to return your item to us, please email email@example.com.