Information for FAQ regarding your TB12 order and delivery status, shipping address, or cancel requests.

<h3 id="can-i-change-or-cancel-my-order-once-it-was-placed">Can I change or cancel my order once it was placed?</h3>The ability to change or cancel an order after it&apos;s been submitted, unfortunately, isn&apos;t available on the customer side.&#xA0;However, you can immediately email our team at <a data-fr-linked="true" href="mailto:products@tb12sports.com,">products@tb12sports.com,</a> with the request in the subject line and all pertinent information in the email. Our hours are Monday - Friday 9 AM - 5 PM EST, closed on federal holidays.&#xA0;We will try our best to catch the order before it is processed and make the change, but due to our fulfillment center working hard to prepare orders quickly for shipment, we cannot guarantee that we will be able complete this request.Since we cannot guarantee that we will be able to complete the change or cancellation requests, we recommend double-checking all order, billing, payment provider, and shipping information is correct before completing checkout. <h3 id="my-orders-status-hasnt-been-updated-to-fulfilled-whats-the-delay--can-i-still-make-changes-to-my-order">My order&apos;s status hasn&apos;t been updated to &quot;fulfilled&quot;, what&apos;s the delay &amp; can I still make changes to my order? </h3>The alert regarding your order&apos;s fulfillment status is triggered and released once the carrier receives the package. This means that your order is already fulfilled (packaged &amp; prepared for transit) before you receive the &quot;fulfilled&quot; update.We understand this can be confusing -- In most cases, the order has been fulfilled by our warehouse and waiting for carrier pick-up hours or days before the carrier is able to receive the item, delaying the notification.Once an order is packaged by our fulfillment center, we are unable to make any changes.&#xA0; <h3 id="can-tb12-forward-or-transfer-shipping-addresses-once-an-order-is-in-transit">Can TB12 forward or transfer shipping addresses once an order is in transit?</h3>Unfortunately, no. Once an order is prepared for, or in transit, we are unable to edit, change, or forward the shipping address. <h3 id="my-old-shipping-address-was-automatically-applied-to-my-order-even-though-i-updated-my-address-on-my-customer-account">My old shipping address was automatically applied to my order even though I updated my address on my customer account.</h3>Through the website: <div data-block="true" data-editor="adobf" data-offset-key="vvfl-0-0">A third-party platform (Facebook, Shop App, Instagram, etc.) and payment provider (such as PayPal, Apple Pay, Google Pay, or Shop Pay, etc), or an autofill feature on a device used to complete checkout will override any previous updates made to your customer profile.To change the shipping or billing information on these third-party platforms, updates will have to be made within the platform or device itself to prevent future orders from being impacted.Our team will not be able to make the changes saved within the payment platform or the device used. We can try to fix the order impacted, but we will not be able to update the information stored within another company. If this occurs, immediately email our team at <a data-fr-linked="true" href="mailto:products@tb12sports.com," id="isPasted">products@tb12sports.com,</a> with the request in the subject line and all pertinent information in the email. Our hours are Monday - Friday 9 AM - 5 PM EST, closed on federal holidays. We cannot guarantee that we can catch the order before it is processed to make the change, but we will try our best!&#xA0; </div> Through a nutrition subscription:Shipping and billing information needs to be updated within the subscription portal, which operates separately from your customer profile on our website.<div data-block="true" data-editor="7vaed" data-offset-key="ip1u-0-0" id="isPasted"><div data-offset-key="ip1u-0-0">To update your shipping information, select the &quot;<a href="https://tb12sports.com/tools/recurring/get-subscription-access?passwordless=true" rel="noopener noreferrer" style="font-size: 16px; box-sizing: border-box; -webkit-font-smoothing: antialiased; background-color: transparent; color: rgb(74, 141, 249); text-decoration: none !important;" target="_blank">Manage Subscriptions</a>&quot; link (or you can enroll in our&#xA0;<a href="https://tb12sports.com/pages/subscription-management-via-text" rel="noopener noreferrer" style="font-size: 16px; box-sizing: border-box; -webkit-font-smoothing: antialiased; background-color: transparent; color: rgb(74, 141, 249); text-decoration: none !important;" target="_blank">SMS service</a>). Once inside your subscriptions portal, select the &quot;Shipping Addresses&quot; tab. If you have multiple addresses or orders, you must update each address. </div>All address changes must be made before your next scheduled billing cycle, you must complete any changes before a new order processes.&#xA0;</div><span style="color: rgb(27, 28, 29); font-family: Inter, &quot;Helvetica Neue&quot;, Arial, Helvetica, sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: pre-wrap; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">&#xA0;

Orders

Tips on shipping & tracking your TB12 order, shipping timelines, domestic & international shipping, and Route Package Protection.

<div data-block="true" data-editor="csl22" data-offset-key="65l93-0-0" id="isPasted"><h3 id="where-is-my-order">Where is my order?</h3>Like most retailers, we are currently experiencing widespread carrier delays due to the increased volume in shipping. This, unfortunately, causes severe backlog, and carriers haven&#x2019;t been able to process orders as quickly as usual.&#xA0;Reaching out directly to the carrier is the fastest way to find the order&apos;s status or resolve any issues.UPS may notify you of an upcoming delivery, however, if the carrier is unable to complete the delivery on the stated day, the status will update and a new email will release the next business day. <div data-block="true" data-editor="csl22" data-offset-key="65l93-0-0" id="isPasted"><div style="box-sizing: border-box; color: rgb(0, 0, 0); font-family: Graphik, Helvetica, sans-serif; font-size: 18px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; text-align: left;"> </div></div><h3 data-offset-key="65l93-0-0" id="what-is-your-shipping-timeframe">What is your shipping timeframe?</h3>*All shipping timelines begin once the carrier has received the package.Shipping timeframes within the domestic US:Standard: 5-8 business days*Expedited: 2-4 business days*Next Business Day: 1 business day*^^Our fulfillment center is located in PA, which affects the cut off for when orders are placed. Orders placed after 10 am EST are not guaranteed pick up until the next business day. Orders placed after 10 am EST on Friday may not be picked up until Monday, meaning a Tuesday delivery falls within the Next Business Day timeframe.Shipping timeframes for international orders:Shipping times for international orders are unpredictable due to the customs inspection process.&#xA0;Please note that import duties, taxes, and additional fees (when applicable) on international shipments are not included in the initial purchase and are the responsibility of the customer.If refusal to pay results in the package being returned, returning shipping fees may be deducted from the amount that&apos;s refunded.<div id="isPasted"><div id="isPasted"><div style="box-sizing: border-box;"> <h3 id="isPasted">Do you ship internationally?</h3><h3 data-block="true" data-editor="ebalh" data-offset-key="3bnvu-0-0" id="we-are-currently-limited-to-the-united-states-united-kingdom-germany-australia-mexico-and-canadayou-can-stay-informed-by-signing-up-for-emails-through-our-website-or-you-can-follow-us-on-instagram-facebook-twitter-tiktok-and-linkedin-where-we-will-announce-if-we-are-able-to-expand">We are currently limited to the United States, United Kingdom, Germany, Australia, Mexico, and Canada.You can stay informed by signing up for emails through our <a href="https://tb12sports.com/" rel="noopener noreferrer" target="_blank">website</a>, or you can follow us on <a href="https://www.instagram.com/tb12sports/" rel="noopener noreferrer" target="_blank">Instagram</a>, <a href="https://www.facebook.com/TB12sports/" rel="noopener noreferrer" target="_blank">Facebook</a>, <a href="https://twitter.com/TB12sports" rel="noopener noreferrer" target="_blank">Twitter</a>, <a href="https://www.tiktok.com/discover/tb12?lang=en" rel="noopener noreferrer" target="_blank">TikTok</a>, and <a href="https://www.linkedin.com/authwall?trk=bf&amp;trkInfo=AQFFNSzO2i9xXAAAAX-4FSWgQcKdh7lO0yLtss3nv3FqENAfXq1_IM7AtgJmrpZ-lxQg1-QL8TtRhL45cKqWN-TzqycTZodwHt7w2_uQvIAOAafqzu_RKFYXhQ_SriPk4G-FqGg=&amp;originalReferer=&amp;sessionRedirect=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Ftb12%2F" rel="noopener noreferrer" target="_blank">LinkedIn</a> where we will announce if we are able to expand! </h3> <h3 id="what-is-a-customs-hold">What is a Customs Hold?</h3>A Customs Hold is when the package is held at customs due to duties that are owed. If this occurs, the agency will reach out via email or upon delivery, to collect the additional fees.&#xA0;Any communication regarding payment will be handled directly with the carrier, not with TB12. However, we do recommend double checking that the carrier contacting you for additional payment is in fact the carrier handling your package. If you are unsure, you can contact us at&#xA0;<a href="mailto:products@tb12sports.com">products@tb12sports.com </a>for further assistance.If you do not want to pay the additional fees, you can reject the shipment. If you decide to reject the order. However, please note if TB12 is assessed duties in association with your return(s), these duties will be deducted from the amount of your refund.</div></div></div> <h3 data-offset-key="65l93-0-0" id="why-is-my-order-stuck-in-one-location-or">Why is my order stuck in one location? &#xA0;Or,</h3><h3 data-offset-key="65l93-0-0" id="why-does-my-order-have-multiple-tracking-numbers">Why does my order have multiple tracking numbers?</h3>We are seeing more carriers work together and hand off packages to help deliver orders faster.&#xA0;We understand that carrier transfers can be confusing. Sometimes during these carrier transfers, the tracking information takes time to update while the package is being handed off to another carrier. Don&apos;t worry, the order is still en route to you while the tracking is delayed in updating.&#xA0;Usually, your tracking number will remain the same, but sometimes, you may need to look for an additional link provided. This information will be given on the tracking page of the original tracking link.Different carriers can affect where the location of your package is delivered. For example, if UPS handles the package initially, tracking information will begin on their website, but they may pass the item to USPS for the final stages of delivery, which means the package may be placed in your mailbox (a place where UPS cannot deliver), but UPS will still send the final &quot;delivered&quot; notification, even though USPS has completed this task. <h3 data-offset-key="angcs-0-0" id="isPasted">My orders marked as &quot;Delivered&quot; but I cannot locate it.</h3><div data-block="true" data-editor="65b5p" data-offset-key="8ct08-0-0">Sometimes shipping companies are sending delivery notifications a few days early and your order may arrive within the next couple of days.We&apos;ve also received reports of packages being left at other entrances, garages, mailroom/reception area, and (unfortunately) your neighbor&apos;s door. Please check any of these locations to see if the package has been delivered there.&#xA0;If your delivery location states a &quot;Parcel Locker&quot;, this is usually a unit within a community building, mailboxes, or another location that is locked and secured for residents.</div>If you opted-in to Route Package Protection:Please allow up to 5 business days after the delivery notification to file a claim. Due to some companies sending delivery notifications early. <h3 data-offset-key="65l93-0-0" id="what-is-route-package-protection">What is Route Package Protection?</h3>TB12 utilizes <a href="https://shoppers.help.route.com/hc/en-us/articles/6026989008791-Customer-FAQs" rel="noopener noreferrer" target="_blank">Route</a>, which is a shipping insurance company that covers packages that are lost, stolen, or damaged in transit. Route will be your best and fastest resource to make certain that you will receive your replacement products or a refund.When placing an order through our website, you can opt in or out of Route Package Protection on the shipping page during checkout. <h3 data-offset-key="65l93-0-0" id="can-i-opt-out-of-route-package-protection">Can I opt out of Route Package Protection?&#xA0;</h3><div id="isPasted"><style type="text/css" id="isPasted">
p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 13.0px 'Helvetica Neue'} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 13.0px 'Helvetica Neue'; min-height: 15.0px}
</style>If you do not want to have Route Package Protection applied to your order you can opt out of this feature on the &quot;Shipping&quot; stage of checkout.Sometimes, using third-party payment processors such as Shop Pay, Apple Pay, or Paypal, can skip this page. If this occurs, all you have to do is select the &quot;Cart&quot; tab once in checkout and remove Route Package Protection from your cart.*Remember, if this option is removed, we may not be able to replace or refund any lost, stolen, or damaged orders. <h3 id="i-purchased-route-and-need-to-file-a-claim">I purchased Route and need to file a claim. </h3>To ensure your issue is resolved as quickly as possible, we recommend filing a claim with Route directly, either through the Route mobile app (<a href="https://apps.apple.com/us/app/route-order-package-tracker/id1449803898" id="isPasted" rel="noopener noreferrer" target="_blank">iOS</a> or <a href="https://play.google.com/store/apps/details?id=com.route.app&amp;hl=en_US" rel="noopener noreferrer" target="_blank">Android</a>), or by going to <a href="http://claims.route.com/" rel="noopener noreferrer" target="_blank">claims.route.com</a>. Once filed, a Route representative will reach out in the next 24-48 hours to help resolve your issue.</div><div> <h3 data-offset-key="angcs-0-0" id="i-completed-my-order-and-intended-to-opt-out-of-route-package-protection-but-forgot">I completed my order and intended to opt-out of Route Package Protection but forgot.</h3>No worries, contact our Client Support Team at <a data-remove-tab-index="true" data-sk="tooltip_parent" data-stringify-link="mailto:products@tb12sports.com" href="mailto:products@tb12sports.com" id="isPasted" rel="noopener noreferrer" tabindex="-1" target="_blank">products@tb12sports.com</a> and we will remove and refund your Route Package Protection.*Remember, if this option is removed, we may not be able to replace or refund any lost, stolen, or damaged orders. Visit our <a href="https://tb12sports.com/pages/shipping-and-returns" rel="noopener noreferrer" target="_blank">Shipping &amp; Returns</a><a href="https://tb12sports.com/pages/shipping-and-returns" rel="noopener noreferrer" target="_blank">&#xA0;page</a> for more information.<div data-block="true" data-editor="65b5p" data-offset-key="8ct08-0-0" id="isPasted"> If you have any additional questions please reach out to <a data-remove-tab-index="true" data-sk="tooltip_parent" data-stringify-link="mailto:products@tb12sports.com" href="mailto:products@tb12sports.com" id="isPasted" tabindex="-1">products@tb12sports.com</a>.</div></div></div><div data-block="true" data-editor="csl22" data-offset-key="9d478-0-0"><div data-block="true" data-editor="csl22" data-offset-key="fjonc-0-0" style="box-sizing: border-box; -webkit-font-smoothing: antialiased; color: rgb(27, 28, 29); font-family: Inter, &quot;Helvetica Neue&quot;, Arial, Helvetica, sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: pre-wrap; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"> </div></div>

Shipping

How to exchange or return your TB12 purchase.

<h3 id="isPasted">Returns</h3>Please keep the following things in mind when requesting to return a product purchased from the TB12 Online Store:We accept returns up to 60 calendar days from the date of purchase.&#xA0;For international orders, if you wish to initiate a return, you will be responsible for covering the full shipping costs associated with returning your item(s). Please contact us at&#xA0;<a href="mailto:products@tb12sports.com" target="_blank">products@tb12sports.com</a> for more detail.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.&#xA0;<h3 id="how-do-i-return-my-tb12-purchase">How Do I Return My TB12 Purchase?</h3>We want you to be completely satisfied with your purchase. To process a return, please email <a href="mailto:products@tb12sports.com">products@tb12sports.com</a> and include the following information:&#xA0;<ul><li>Your full name</li><li>Order # and email address used to make the purchase</li><li>Item and reason for return request</li></ul>&#xA0;<h3 id="timeframe">Timeframe</h3>Once we receive your return request, our team will review and provide a status update within 72 hours. If your refund is approved, we will initiate a refund to your original method of payment. Credit card processing times vary by issuer and may take up to 5-10 business days to process.&#xA0;<h3 id="policy-exceptions">&#xA0;Policy Exceptions</h3>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 products purchased through Amazon, please contact Amazon directly or visit Amazon&#x2019;s Customer Service page.

Exchanges & Returns

Articles aren't enough? Send us a message and we'll be happy to help!

For online purchases, we do not have a Customer Service phone line, but we're always happy to help answer questions via email! Please reach out to us at support@tb12sports.com

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Information regarding TB12's domestic & international shipping, returns, and package protection policies.

Orders, Shipping & Returns

Orders

Shipping

Exchanges & Returns