FAQ

How can we help?

If you have any questions, feedback, or want to know about recipes, usage or how to care for your product, please email us -- we’ll aim to respond within 24 hours.

Our Products

When is the next product coming out?

There's only one way to be the first to know about store events, new products, tips from our naturopaths and delicious seasonal recipes: join our newsletter.

I want to order a product that isn't available -- what should I do?

We always try to make sure our products are in stock and ready to deliver to you. However, some products may be more popular than others. If we do not have stock when you place your order, you will receive an email advising of estimated dispatch dates. To be the first to learn when out-of-stock products come back online, you can subscribe to our emails or sign up to stay informed about each product on their individual product pages.

Shipping/Delivery

How is my order shipped?

Goods are dispatched from the USA via UPS Ground. Shipping costs will be displayed during the checkout process along with any applicable local taxes for orders being delivered within the USA. For orders being delivered outside of the USA, taxes, duties and fees may be levied by your local authorities and are entirely the purchaser’s responsibility. 

How can I change the country I am shopping in?

To change the currency you’re shopping in (and country you’re shipping to), just click the region defined at the upper right corner of your screen and select the correct country.

How will I know when my order has shipped?

At time of dispatch, we will send you a Shipping Confirmation email including your tracking information. Our processing and dispatch process starts from the moment we get credit card or PayPal authorisation and verification. Once the order is accepted and the stock is available, we aim to process and dispatch your order within 1-2 business days, Monday through Friday, and we work closely with our shipping partner to minimize the potential impact of delays through customs for our international customers.

When can I expect to receive my order?

Once the order is accepted and the stock is available, we aim to process and dispatch your order within 1-2 business days, Monday through Friday, and we work closely with our shipping partner to minimize the potential impact of delays through customs for our international customers.

How much is standard shipping?

WelleCo.com offers free ground shipping on all US orders over $85 (excluding taxes). Orders $85 and over ship for free—no promotion code needed. For shipments totaling less than $85, there is a delivery charge of $7 for UPS Ground. This offer cannot be applied to previous purchases and cannot be redeemed for cash. Not applicable with recurring, wholesale or bulk purchases. Terms of offer are subject to change.

*For shipping and postage purposes “US” refers to all fifty states, including Hawaii and Alaska. No overseas territories or dependencies.

What do I need to know about tracking my order?

Once an order has shipped, tracking information can take up to 48 hours to update. If it’s been over 48 hours without an update, send us an email straight away.

How can I edit my shipping address?

If your order is shipping to an incorrect address, please send us a message and we'll do our best to change the destination before the package ships.


My tracking says that my order was “delivered” but I never received it.

Carriers and tracking information isn't foolproof -- it’s not uncommon for a shipment to experience some delays or for a carrier to mark an order delivered and not have it arrive until the next day. We apologise for any trouble this may cause and if your order still hasn’t arrived 48 hours after it was estimated and/or marked as delivered, just reach out to us here.

Returns/Exchanges

Can I change my order?

Please ensure your order is correct prior to placing as we are limited in our ability to make changes to orders once they have been submitted. Our customer service team will do their best to accommodate any changes; however please be aware this is not always possible. To start that process, send us an email straight away.

What is your return policy?

Making a return or exchange for a product purchased from welleco.com is easy. Just make sure you send your unopened product(s) back to us within 28 days of receiving your order together with a copy of your order confirmation. Please notify us of your intention to return by contacting us so we can start the returns process in a timely manner. Please note shipping a return is at your own cost and we are unable to refund your original order’s shipping cost. Customs duties and sales taxes are non-refundable through WelleCo. However, you may be able to recover these by contacting your local customs bureau directly.

What can I return or exchange?

We accept returns and exchanges for unused, sealed products that are in re-saleable condition. As our products are ingestible, we are unable to accept returns of opened products or used Hydrator Bottles.

Can I return products purchased somewhere other than welleco.com?

We are unable to accept returns or exchanges for products other than those purchased directly from us at welleco.com. If you purchased your WelleCo products from a department store, specialty retailer, other online store or elsewhere, please process your return with the original company of purchase.

When can I expect my refund?

Refunds will be processed once the return has been received and processed at the respective warehouse. Notifying us of your return prior will ensure we are watching out for your return so it can be processed as efficiently as possible. Refunds are processed back to the method of payment used when placing your original order (either PayPal or Credit Card). PayPal refunds are instantaneous, while credit card refunds can take up to 2 weeks from processing to be visible on your credit card statement, depending on your financial institution. Once processed, you will receive an email notification.

Can I cancel my order?

Please ensure your order is correct prior to placing as we are limited in our ability to make changes to orders once they have been submitted. Our customer service team will do their best to halt your order; however please be aware of certain limitations. Please reach out to us as soon as possible and we will aim to respond within 48 hours, Monday through Friday.

Billing

Pricing & Payments

Prices on welleco.com are quoted in USD and exclude tax. If USA taxes are applicable this will be displayed during the checkout process. For customers located outside the USA, local taxes and duties may be applicable prior to delivery.

What forms of payment do you accept?

WelleCo accepts Visa, Mastercard, American Express, Diners, JCB and Discover. You can also choose to pay with PayPal. When selecting this option at checkout, you will be directed to the PayPal site to 'Log In' and review the amount shown before clicking 'Pay Now'. Once this transaction is complete, you will then return to welleco.com. For all purchases outside Australia, while the prices on the website are quoted in US Dollars and British Pounds, the final payment will be converted to your local currency on your credit card statement. WelleCo provides no advice regarding customs charges, duties or other taxes and strongly encourages you to source this information prior to purchase. All prices are subject to change without notice.

When will my credit card be charged?

Your credit card will be charged as soon as your order is accepted and processed.

What can I do if my payment is declined?

If your payment didn’t go through: Check that your card’s billing details (such as the security code and billing address) match what you’ve entered into our system. If the issue continues, please contact us here.

Do you have Afterpay?

At this time, we offer Afterpay in Australia and New Zealand only.


Privacy

Privacy

You provide personal information to us when you register for an account, sign up for our email newsletter, sign up for Text Messages, contact us or place an order online. We do not store or keep your credit card information at Welle Pty Ltd. For more information on our communications policies, our Terms & Conditions.

Credit Card Information Storage

You provide address and financial information whenever you place an order including delivery and payment details. Welle Pty Ltd does not store any details of your credit card information. Welle Pty Ltd uses Stripe for its online credit card transactions. Stripe is a leading provider of payment solutions whose software, systems and procedures have been assessed and certified to PCI Data Security Standards. Through Stripe, Welle Pty Ltd does not have access to your card number as this credit card payment is secured by Stripe. Credit card information is encrypted and stored in a system completely isolated from Stripe. At no time is unencrypted card data stored on disk either inside Stripe's system or in the card storage system. Internally, card information is referenced only through the use of a token. The token is not derived from card information in any way. Visit the Stripe website for more information on online credit card payments.

Emails, Promotions & Referrals

What are you most recent offers?

To apply sale pricing on Black Friday, enter your promo code at checkout, only on welleco.com. Promotion ends November 29th, 2019 at 11:59pm EST. Offer is limited to 1 use per customer. Offer cannot be used with other offers, discounts or promo codes. If you’ve encountered two valid WelleCo promo codes, please choose the one you want to use more. Offer is not retroactive and applies to authorised purchases only; only authorised orders will be processed and shipped. Please remember orders take 1 business day to process and ship. We reserve the right to cancel any order due to unauthorised, altered or ineligible use of offer, and to modify or cancel the promotion at any time. Other restrictions may apply.

I have a promo code -- how can I use it?

Simply enter your code at checkout! We can only accomodate one promo code per order using our current system, and it cannot be used with auto-renew, gift cards and cannot be redeemed for cash. Offer is only valid for one delivery address. If you’ve encountered two valid WelleCo promo codes, please choose the one you want to use more. Offers advertised on the website without a code will be automatically applied and cannot be used along with a separate promo code. Automatic discounts run according to EST.

Can I use a promo code on top of another promotion like Free Ground Shipping?

You can use a promo code along with free shipping when your order total meets our Free Standard Shipping minimum, as stated, and applies to your shipping location. Other offers advertised on the website without a code will be automatically applied and cannot be used along with a separate promo code.

Can I choose what type of emails I want to receive?

By ordering product or registering on the website and agreeing to sign up for the email marketing newsletter, you consent to being sent information via email from Welle Pty Ltd. We strive to keep our emails inspiring and purposeful, but if they’re too much for you, you are able to unsubscribe from our emails at any time by via a link in our emails or by contacting our Customer Service Team and we will remove you from any marketing email communications. If you opt out of receiving communications via email, you will be removed from our email database. However, your account will still be valid for your use. You may contact us at any time and request your personal information or ask us to no longer use your personal information for marketing.

Do you have a Referral Program?

In order to take advantage of our referral rewards, you must join our WelleInsider loyalty reward program here. When you refer a friend you will receive 200 points to use online at welleco.com only when your friend has made a purchase over $50. Your friend must be a new customer for you to qualify for 200 points. In order to receive $10 off their first order, send a referral link via Facebook, Twitter or Email that will include a discount code. Your reward of 200 points will become available when they make a purchase. The referring friend must have different postal address and email address to the recipient friend.

What if my Promotion Code isn't working?

Unfortunatley, we can’t honor invalid or expired promotion codes. If you've already shopped with us at WelleCo online, any $10 Off your First Purchase code you've encountered will not work at checkout. If you're having a different issue, please send us a message here.

COVID-19

Shipping

The wellness of you and your family is WelleCo’s greatest priority, especially during this challenging time. To support you taking control of your wellness we continue to process orders with the utmost care. We are also working very closely with our delivery partners to ensure shipments arrive on time however given the current environment you may experience some slightly delays. Rest assured, your order will be packed with love and is on its way to your front door. If you need a little extra support though, our wonderful team is always here for you, so please check in. We’re in this together, sending lots of love and positive energy.
Stay Welle,
Your WelleCo Team 💚

Supporting those on the front lines

Now more than ever, our number one priority is to inspire, encourage and motivate our community to support their overall wellbeing. We want to give back to the incredible front-line responders who are helping those in need during this unprecedented pandemic. In honour of your commitment and bravery, if you are a doctor, nurse or medical staff member who needs physical, emotional or general wellbeing support, please tell us your story at [email protected] to redeem a 20% sitewide discount. This offer is available globally until Thursday 30th 2020 11:59PM AEST.