Shipping and Returns

SHIPPING

 We aim to get you your products as safely and efficiently as possible.  When your item leaves our facility, we will send a shipping confirmation e-mail with tracking information.  This is the best way to track the status of your order.  If your delivery exceeds the expected delivery timeframe, please contact us at [email protected] and we will work with you to resolve the issue.

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.

RETURNS

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 [email protected] 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 and 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

Timeframe

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.

SUBSCRIPTION

  • How 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 protected]).

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 [email protected]
  • 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 protected].