If you received a damaged item, we apologize! Please rest assured that the product is safe and can still be used. At times, the boxes or cans can get damaged while in transit.
If the pouch is sealed or the can still has its freshness seal intact, then it is just simply cosmetic damage, there is no need to contact us as the product is still safe to use.
If your package is severely damaged, where the pouches are damaged or the can has the seal opened, please contact us with pictures to firstname.lastname@example.org. We will work with you to make sure you get a usable product.
We are deeply sorry if a mistake was made in processing your order. Please email us at email@example.com immediately with your order number.
Please contact us within 3 days of receiving the shipment. Please attach in your email photos of the false item(s) you received so that we may help identify the mistake. We’ll send you the correct product right away, in instances that it was our mistake.
We will work with you in procuring away to return the incorrect product(s). If the correct item is no longer available, we’ll credit your original form of payment.
Please allow 48 hours for the credit to appear on your statement. A copy of your packaging slip must be sent with returns.
If you accidentally make a purchase, let us know to cancel your order within 1 hour of placing the order ex: Order placed at 10:00am PST/12:00pm CST/1:00pm EST, the requested cancellation must be made no later than 11:00am PST/1:00pm CST/2:00pm EST. We cannot guarantee your refund as the order might have been processed and shipped; this timeframe provides the best chance as at a cancellation.
Your refund takes between 3-5 business days to process back to your method of payment.
Additionally, all cancellations have a cutoff time of 9:59pm PST/11:59PM CST/12:59 EST, Sunday through Thursday, after which we cannot process cancellations. Unshipped Friday orders can be canceled up until Sunday 9:59pm PST/11:59PM CST/12:59 EST.
**ALL CANCELLATION REQUEST MUST BE MADE WITHIN ONE HOUR OF THE ORDER HAVING BEEN PLACED. PLEASE USE OUR CHAT BOX ON OUR WEBSITE FOR ALL CANCELLATION REQUEST OR THEY WILL NOT BE HONORED. **
In the event of an order cancellation, for any reason, we shall deduct a 4% cancellation fee, to cover the non-refundable credit card transaction fees, Shopify Platform fees, Labor fees, etc. incurred by The Milky Box for every transaction. The 4% fee shall be deducted from the refund, for a maximum refund of 96% of the original amount.
Subscription Cancellation Policy
If you are a subscriber and would like to cancel your account, please login to your account and cancel. If you are unsure of how-to login and cancel, please check out our subscription FAQs and follow the directions.
Having problems logging into your account to cancel? Please reach out to us at firstname.lastname@example.org and we will resend you the email to set up your account. Some customers forget to set up their accounts with a password when creating a subscription, but no worries, we are here to help! Once your account is set up with a password, you can modify/cancel your subscription.
Please note, due to the large quantity of emails received daily, we don't cancel subscriptions initially for customers. We encourage customers to adjust their accounts individually so they can ensure cancellations are completed prior to the next shipment.
Our staff is not responsible for cancelling customers' recurring subscriptions. If you have requested a subscription cancellation through a customer service representative and have not received confirmation from customer service that your subscription has been cancelled, please be advised your next subscription could potentially ship.
Your subscription is NOT cancelled unless you have received confirmation.
All shipping time frames are estimates and do not begin until the tracking shows the package has left the country of origin.
Business days are defined as Monday through Friday only! Holidays or weather delays in the US and EU are not counted in the shipping time frame.
Please allow 1-5 business days for your order to be process, packaged, quality controlled and placed for shipping.
We do not have control or jurisdiction over shipping carriers. We do not have any control or jurisdiction over the length of time that customs take with each and every package they receive. US Customs and the FDA are in control of what is and what isn’t let through customs.
**If customs or a carrier decides to charge a duty fee, please let us know. This is not something that we personally charge you. **
There may be slight delays if a product is about to be restocked. We will email you if it is longer than 2 days.
Baby Brezza Machine:
Please note that Baby Brezza may change their suggested settings at any time.
The milky box is not affiliated with Baby Brezza and these settings are for your convenience based on publicly available information. We bear no responsibility for the accuracy of these settings should Baby Brezza change them.
Always ask your pediatrician for feeding guidance specific to your baby.
All visitor's to The Milky Box website are responsible for verifing the information that is contained on our site. We cannot be held responsible for any misinformation.
The information contained on the website of The Milky Box is provided for your general information only. The Milky Box does not give medical advice or engage in the practice of medicine.
Please note that before deciding to bottle-feed we advise consulting your pediatrician. Individual results may vary.