Shipping FAQ & Return Policy
March 19, 2016
How much will it cost to ship my package?
If you live within the continental United States you will pay a flat rate of 10% of your order total for shipping your item. Rates based on standard shipping and may change due to site events, coupons or promotions.
If you live in Alaska, Hawaii or Puerto Rico, you will pay a flat rate of 15% of your order total for shipping your item. Rates based on standard shipping and may change due to site events, coupons or promotions.
If you live in Canada, you will pay a flat rate of 55% of your order total for shipping your item. Rates based on standard shipping and may change due to site events, coupons or promotions.
How will you ship my package?
Your package is shipped on a combination of weight and value. Your package may also require a signature which we may use for any order at any time for any reason we deem necessary.
We will ship your package USPS First Class for items that are less than a pound and are valued at less than $45 USD.
In most cases, we will ship your packages USPS Priority if your item weighs 9 lbs or less and has a value above $45 USD.
The following map is an estimated time frame in which you will receive your package based on USPS Priority Mail. USPS First Class mail has a transit time of +2-5 transit days from Priority Mail. Please be aware that the following transit times are only an estimate and by no means a guarantee.
We will ship your package Fedex if it is 10 lbs or more and has a value of over $45 USD.
The following map is an estimated time frame in which you will receive your package based on Fedex Ground Services. Shipments to Puerto Rico may be up to UPS shipments have a transit time of +1 transit day more than Fedex. Please be aware that the following transit times are only an estimate and by no means a guarantee.
When will my package leave Acai Berry Company's distribution center?
We ship 90% of our packages same business day if your order is placed and paid for by 12pm EST. If you require your purchase to be handled expeditiously, please contact Acai Berry Company at 1-800-787-3319 and we will do everything we can to have your package shipped that same business day.
I need to have my package shipped faster, what should I do?
We provide additional services that we can discuss with you by phone. We can provide you with Fedex 2nd day and USPS Express shipping quotes. Call Acai Berry Company at 1-800-787-3319 for help.
My package's tracking information shows delivered but I never received the package, what should I do?
Contact the carrier directly with the tracking information that we emailed you. If they are unable to assist, please contact us directly and we will advise from there.
My package arrived damaged, what should I do?
Contact Acai Berry Company within 2 business days of delivery, 1-800-787-3319. You will also need to take photos of the damaged item. In most cases, you will be required to contact the carrier and begin a claim.
I didn't find an answer related to my question, what should I do?
Give us a call at 1-800-787-3319, we are always glad to help. Acai Berry Company's customer service hours are Monday - Friday, 10:00am to 5:00pm EST.
March 15, 2016
Returns are accepted within 14 days of your shipment's delivery date.
All items are fully inspected and sent out in pristine condition. However, should you receive a defective item please notify us within two business days of receipt to be eligible for a return.
All sale items are final sale. There are no refunds, exchanges or store credits on sale items.
Promo Codes / Coupons/ Discounts
Items purchased with a promo code, any sort of discount or coupon are eligible for exchange only.
Call 800-787-3319, Monday - Friday, 10:00am - 5:00pm EST
Please note that we are not responsible for items shipped back to us should they be lost or damaged during transit and as such we urge you to insure your item as this will provide you with recourse with the shipping company.
Items must be returned with all original vendor packaging in the condition you received it as they are considered part of the product. Items which do not meet these requirements will not be accepted. Actual shipping charges are non-refundable. Proof of cost of shipment will be provided with refund.
Exchanges and Store Credits
Once your item for exchange is received your new item will be sent to you. Please allow 3-5 business days processing time. Exchanges must be made for in-stock items and cannot be used with a discount coupon code or on pre-order items.
Acai Berry Company will ship domestic exchanges at 5% of order total.
Once an exchange is made the exchange cannot be returned again for either refund nor exchange.
Refunds will be credited to the same card used to make your purchase. Actual shipping and handling charges are not refundable. The original shipping fee will be deducted from the refund for any order which included free shipping. Please allow 5-7 business days for your refund to be processed from the date we inspect it for return. Depending on your credit card company's processing time it can take 1-3 billing cycles for the refund to appear on your statement, please note we have no control over how long your credit card company takes to post your refund. Items purchased with promo or coupon codes are eligible for store credit only.
Refused shipments will be assessed a 15% restock fee and all shipping charges. Please note we are not responsible or liable for the return, undeliverable addresses, tracking down of, receipt or condition of refused shipments.
Return Policy is subject to change.