Refund & Cancellation Policy

Last updated: October 2026

We want every order to arrive just right. If something goes wrong, here's how we put it right, and how to cancel if you need to. Questions? Email hello@themilkybox.com or message us on live chat, Monday to Friday, 8 am–5 pm CST.

On this page: Returns · If something is wrong · Canceling an order · Refunds · Canceling a subscription · Sprout Organic® orders · Good to know

Returns

For the safety of every family we serve, we can't accept returns of food products, including formula. We never resell returned items, and every product we ship is new and sealed.

If Something Is Wrong with Your Order

Please check your order within 3 business days of delivery. If anything is wrong, email hello@themilkybox.com with your order number and photos of the box, shipping label, formula and packing slip.

📦 Damaged product

Boxes and cans can sometimes get dented in transit. If the pouch is sealed or the can's freshness seal is intact, the damage is only cosmetic and the formula is safe to use, so there's no need to contact us.

If a pouch is torn or a can's seal is broken, send us photos and we'll make sure you get a usable product.

🔄 Wrong product

If we made a mistake with your order, we're sorry. Email us right away with your order number and photos of what you received.

We'll send the correct product as soon as possible and let you know what to do with the item you received. If the correct product is no longer available, we'll refund your original payment method.

Canceling an Order

Message us on live chat within 1 hour of placing your order. We can't guarantee cancellation requests made any other way, and after that hour your order may already be packed and shipped.

Daily cancellation cutoff: 9:59 pm PST (11:59 pm CST, 12:59 am EST), Sunday through Thursday. Unshipped Friday orders can be canceled until Sunday at the same time.

Is there a cancellation fee? No. We don't charge a fee for canceling an order or a subscription.

Refunds

Refunds go back to your original payment method and take 3–5 business days to arrive.

For refunds and reshipments on delayed or lost parcels, see our Shipping Policy.

Canceling a Subscription

Log in to your account and cancel your subscription there, at least one week before your next shipment. Can't log in? Email hello@themilkybox.com and we'll resend your account set-up email so you can add a password.

Your subscription is only canceled once you've received a cancellation confirmation. Until then, your next order may still ship, so canceling in your account is the safest way. See our Subscription FAQ for more.

Sprout Organic® Orders 🇦🇺

Everything on this page applies to Sprout Organic® orders too. Sprout ships from Australia, so time frames are counted from the day your parcel leaves Australia.

Good to Know

🚚 Shipping

Please allow 1 business day for processing. All delivery time frames are estimates and start when tracking shows your parcel has left the warehouse: the EU for most formulas, Australia for Sprout Organic®. Business days are Monday to Friday, excluding public holidays in the US and the EU.

We don't control carriers or customs, and customs authorities decide which parcels are admitted. If a carrier asks you to pay a duty, please let us know. If a product is about to be restocked, your order may be slightly delayed; we'll email you if the delay is longer than 2 days. Full details are in our Shipping Policy.

🍼 Baby Brezza machines

The Milky Box isn't affiliated with Baby Brezza and doesn't advise on machine settings. Please use the Settings Finder on Baby Brezza's website, as their recommended settings can change.

💻 Our website

The information on our website is for general information only. The Milky Box doesn't give medical advice. Please talk to your pediatrician before starting or switching formula.

All terms and policies may change at any time without notice.

Breast milk is best for babies.

Still have a question? Email hello@themilkybox.com or start a live chat, Monday to Friday, 8 am–5 pm CST.