Returns, Refunds & Exchanges:

All returns, refunds, & exchanges must be approved by the customer service department. Please do not ship products to our warehouse without prior communication, you will need to pay the costs of return shipping.

Exchanges: If a product you received is defective, you must contact us within 14 days to receive a new device. We will not exchange the product if the damage is from personal use. All exchanges are subject to a $8.99 + tax restocking fee. Domestic (USA) Exchanges will be provided with a FREE prepaid shipping label to ship back to us. International exchanges must pay for shipping both ways (tracking is mandatory). We may (at will) require proof of purchase along with images/videos of the issue you are experiencing before approval.

Returns: Because of COVID-19 and overall health and safety, we will not be accepting any returns that have been opened or used. Products must be in their original condition in order to be accepted & processed.

***There is a 40% restocking fee for all products that are returned.***

ALL SALES ARE FINAL (Unless approved by the customer service department)

Damages: Secret Collagen is not liable for any products damaged or lost during shipping. If you received your order damaged or the package was lost, please contact us and we will file a claim with the shipping company at fault. Until we receive a final response from the shipping company regarding the claim at hand, there will be no products shipped again, returned, refunded or exchanged. These claims can take as little as a few days or up to 30 days plus in some cases as they investigate. When we have the final outcome on the claim we will forward any relevant information and get you a new shipment. Not all cases end in a new shipment or product. The final say from the shipping company is the final word on the delivery. If you claim the package was stolen from your property then we will require an official police report before moving forward with a claim.

Customer Service Contact Information:

E-Mail: CSR@ELSALESCORP.COM

Hours: Monday - Friday: 10:30 AM - 6:00 PM (EST)

Shipping Policy: Following are the terms and conditions that constitute our Shipping Policy.

Domestic Shipping Policy: Shipment processing time- All orders are processed within 2-3 business days. Orders are not shipped or delivered on weekends or holidays. Shipping charges for your order will be calculated and displayed at checkout.

If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email or telephone.

Shipment Method	Estimated delivery time	Shipment cost
Free Shipping	3-8 business days	Free

 

International Shipping Policy: Shipments outside of the USA are subject to a different delivery schedule and can take up to 30 days for delivery depending on the country, customs, tariffs, shipping service delays, hand offs, etc.

All shipments outside of continental United States will have taxes & duties added to shipping. This includes Alaska, Hawaii, and Puerto Rico. All shipping outside of the continental United States is a flat rate of $50.

Shipment Method	Estimated delivery time	Shipment cost
USPS or FedEx (Dependent on County)	Up to 30 business days	$50.00

 

ADDITIONAL KEY SHIPPING INFORMATION: Delivery delays can occasionally occur. Delays because of COVID-19, holidays, unforeseen weather, tools, machine or vehicle malfunctions, acts of god, etc. are the sole responsibility of the shipping service. All claims by the customer are to be brought to their attention. You may not cancel or ask for a refund because of their mistakes.

Shipment to P.O. boxes or APO/FPO addresses: Secret Collagen ships to addresses within the U.S., U.S. Territories, and APO/FPO/DPO addresses.

Shipment Confirmation & Order Tracking: You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active within 24 hours. If you do not receive a confirmation, please contact our customer service department.

Customs, Duties and Taxes: Secret Collagen is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.). Please reach out to us before shipment if you have questions or concerns.