Shipping & Returns

Shipping Information:

If ordering Monday - Friday we ship same day if order is placed by 2pm EST time. 

Depending on where you are in the US the average transit time is 2-4 days but please keep in mind the potential seen in the past 18 months due to covid19 related issues. with UPS, USPS and FEDEX that are out of our control. 

As mentioned above, please note that our delivery estimates are based on information provided by our carriers, including UPS and USPS. These carriers may currently experience delays in the transfer and delivery of your packages, which could have a slight effect on the delivery time. Please monitor your tracking regularly for any delivery updates pertaining to your order.

Order Marked as Delivered But Not Received:

It is very common for carriers to mark the order as delivered and have it not be at your address until slightly later. If your address is marked as delivered but you do not have it, we ask that you wait 72 hours from the time of delivery for it to arrive. We also recommend checking with your neighbors in case it was mis-delivered there. If you do not have your order after 72 hours, please reach out to us.

Products Returned to Sender:

For US orders only; If for any reason your order is returned to sender because of, but not limited to a misspelled or incorrect address, we may be able to reship the order to you. Please note that there will be a reshipment fee $7.99. If the package is lost due to the address error customer made and no fault of Ketogenics Inc, it is at the discretion of Ketogenics Inc as to how much of any at all of a refund or credit will be issued.

Returns & Refunds

We accept returns on new, unopened, and undamaged items in original packaging within 30 days from the order date. Refund will be given minus the shipping charge that cannot be refunded.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and unopened

To complete your return, we require a receipt or proof of purchase.

If a product is missing from your order, please contact us immediately upon receipt of the package. Once we verify the legitimacy of the claim, we will send the missing item to you. All orders are documented and weighed prior to shipping to avoid any fraudulent claims. You must notify us within 3 days of receipt of the package.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@ketoshop.com

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@ketoshop.com and send your item to: Ketogenics, 960 Route 6, Suite 103. Mahopac, New York US 10541.

Changing/Cancelling Orders:

Once an order is placed, it cannot be changed. Please double-check your shopping cart before checking out to be sure it is correct. We cannot guarantee the ability to cancel orders. Many are shipped the same business day, and once an order is shipped it cannot be cancelled.