Refund policy

We have a 30-day return policy, which means you have 30 days after your order date to request a return. Some items can not be returned or refunded. See below for details.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Some products can not be returned and/or refunded due to hygiene or safety reasons, including but not limited to Nutritional products, infant formula, nutritional drinks, thickeners, consumable products, sterile products, etc, we apologize for any inconvenience this may cause. We reserve the right to deny refunds or returns on a product by product basis.

Cancellations

Once an order has been placed, we do not accept cancellations as we utilize a distributed warehouse network. This policy is to ensure that orders are delivered as fast as possible. 

If you refuse a delivery from the carrier or the order is returned to sender due to the customer entering the incorrect shipping address, once the order has arrived back at our warehouse and has been inspected, we will issue a refund minus a restocking fee of 15% and all shipping costs associated with the order. We offer discount shipping rates to our customers but our actual shipping costs are typically higher

If you cancel part of your order that brings your order amount below our free shipping threshold and you received free shipping because the order amount was over the free shipping threshold, our flat rate shipping fee of $9.50 (per case, per order or per item, depending on the item.) will not be refunded. (Example: If you order 3 cases of incontinence supplies, baby formula or nutritional products, special order products (pre-order), clearance, items on sale, etc... then $9.50 x 3 will not be refunded) We also charge a 15% restocking fee for returns on products that are shipped out correctly, regardless of a customer wanting to cancel the order.

To start a return, you can contact us at support@carthealth.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted or refunded.

You can always contact us for any return questions at support@carthealth.com.

Damages and issues

Please inspect your order upon receipt and contact us immediately (within 24 hours) if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

Exceptions / Special Order items/ non-returnable items

Certain types of items cannot be returned, like perishable goods (such as nutrition products, infant formula, including but not limited to all products listed in the Nutritionals and Feeding Supplies, Nutritionals, Nutrition and/or Feeding Supplies Categories, infant formula, hygiene items, baby formula, consumable products, etc.), custom products (such as special orders or personalized items), and personal care goods (such as beauty products, or personal products like feminine hygiene products or bladder control pads). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot issue refunds or accept returns on special order items, nutritional products, feeding products, consumable products, sale items, clearance items, discontinued items, or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

If your your was shipped to the correct address on the order, but you entered it incorrectly or entered the wrong shipping address, we charge a 15% restocking fee for returned orders. If a signature is required for the security of your order (first time customers, apartment shipping addresses, etc. ) and you do not sign for your package, the carrier may attempt to deliver your order up to 3 times. If you're not able to sign for the order, it will be returned to us. In this instance, the 15% restocking fee still applies to your refund.

If you cancel any part of your order that brings your order amount below our free shipping threshold and you received free shipping because the order amount was over the free shipping threshold, our flat rate shipping fee of $9.50 (per case, per order or per item, depending on the item.) will not be refunded. (Example: If you order 3 cases of incontinence supplies, baby formula or nutritional products, special order products (pre-order), clearance, items on sale, etc... then $9.50 x 3 will not be refunded) We also charge a 15% restocking fee for returns on products that are shipped out correctly, regardless of a customer wanting to cancel the order or change an address.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. Some banks may take up to 2 weeks to refund your purchase to your card or account. This is outside of our control and we can not accommodate any requests for refunds that are already in process.