Shipping Policy

Last updated: November 2026

We know how important every order is to your family, so here is how shipping works, in plain words. Most of our formulas ship from our fulfillment centers in the European Union, Sprout Organic® ships from Australia, and Healthy Heights® ships from our fulfillment partner in the United States. We deliver to families in North America, South America, Asia and Australia; Healthy Heights® ships to the US and Canada only.

Shipping at a Glance

We ship toThe United States, Canada, South America, Asia and Australia. Healthy Heights®: the United States and Canada only
We ship fromThe European Union (European formulas), Australia (Sprout Organic®) and the United States (Healthy Heights®)
We do not sell toAny country in the European Union
Shipping costStandard: always free. Express: $19.95. Sprout Organic®: calculated at checkout. Healthy Heights®: free on US orders of $90 and up, otherwise $9.99; Canada from $20
Processing time1 business day
Questions?hello@themilkybox.com or live chat on our website

On this page: Where we ship to · Where we ship from · Sprout Organic® shipping · Healthy Heights® shipping · No sales in the EU · Processing time · Carriers and delivery times · Customs, duties and taxes · Delays and reshipments · Lost or stolen parcels · Changing your address · Returns · Cancellations · FAQ

Where We Ship To

We deliver to home addresses in:

• North America: the United States and Canada

• South America

• Asia

• Australia

Healthy Heights® is the exception: we ship it to home addresses in the United States and Canada only. It can't be added to an order going anywhere else.

We can't deliver to business addresses or P.O. Boxes. Please double-check your address at checkout, because we can only ship to the address on your original order.

Where We Ship From

All formulas except Sprout Organic® are processed, quality-checked and shipped from our fulfillment centers in the European Union. Healthy Heights® ships from our fulfillment partner in the United States and never passes through the EU.

Our European formulas are sourced from certified distributors in the European Union, then stored in clean, climate-controlled facilities until they leave for your home.

Because your parcel travels internationally, the delivery time frame starts once tracking shows it has left the EU.

Sprout Organic®: Shipped from Australia 🇦🇺

Every Sprout order ships directly from our fulfillment partner in Australia.

The Milky Box is an official US distributor of Sprout Organic®, and we work closely with the brand's owners. Shipping straight from Australia keeps supply lines short and means your Sprout always arrives as fresh stock.

What this means for your order:

• Sprout ships from Australia; all other formulas ship from the EU.

• If your order includes Sprout and another formula, it arrives in separate parcels with separate tracking numbers.

• Shipping costs and delivery times for Sprout are calculated at checkout, based on your address. Your tracking link shows each parcel's progress.

• Everything else in this policy, including processing times, reshipments and claims, applies to Sprout orders too.

Healthy Heights®: Shipped from the USA 🇺🇸

Every Healthy Heights® order ships directly from our fulfillment partner in the United States.

The Milky Box is an official US distributor of Healthy Heights®, and we work closely with the brand's owners. Shipping straight from the US keeps supply lines short and means your Healthy Heights® always arrives as fresh stock.

What this means for your order:

• Healthy Heights® ships from the US to the United States and Canada only; all other formulas ship from the EU or Australia. Healthy Heights® can't be shipped to addresses outside the US and Canada.

• If your order includes Healthy Heights® and a formula, it arrives in separate parcels with separate tracking numbers.

• US addresses: shipping is free on Healthy Heights® orders of $90 and up. Below $90, shipping is $9.99.

• Canadian addresses: shipping starts at $20 and is calculated at checkout, based on your address. Your tracking link shows each parcel's progress.

• Canada: duties, taxes or brokerage fees, where applicable, are charged by the carrier and paid by you.

• Everything else in this policy, including processing times, reshipments and claims, applies to Healthy Heights® orders too.

We Don't Sell Any Products in the European Union

The Milky Box does not sell or deliver any product to customers in the European Union. This applies to every product in our store, in every EU country, including the countries our parcels ship from.

Our warehouses are in the EU, but our customers are not. We exist to bring trusted European formula to families outside Europe who can't easily find it in local stores. Families in the EU can buy these brands locally, at pharmacies and supermarkets.

EU delivery addresses are disabled at checkout, so an order to an EU country can't be placed.

Processing Time

Please allow 1 business day for your order to be processed, packed, quality-checked and handed to the carrier. We suggest reordering while you still have a few cans or boxes left.

We don't ship on weekends. Orders placed on a weekend are processed the next business day. Business days are Monday through Friday and exclude public holidays in the US and the EU.

Carriers and Delivery Times

We work with UPS, DHL and FedEx, as well as Belgian Post, PostNL, Landmark Global, Canada Post and Canpar. We choose the carrier based on your location and order size, and every order gets tracking. Choosing a specific carrier may add a fee.

ServiceCostEstimated delivery after it leaves the warehouse
Express (UPS, DHL, FedEx)$19.95, always3–5 business days
Standard (Belgian Post, PostNL, Landmark Global)Free, always5–9 business days
Sprout Organic® (from Australia)Calculated at checkoutCalculated at checkout
Healthy Heights® (from the US, to the US and Canada only)US: free on orders of $90 and up, otherwise $9.99. Canada: from $20Shown at checkout

These estimates don't include processing time. Customs, weather and holidays can add delays, and the busy holiday season usually starts in October. If your parcel is running late, see Delays and Reshipments below for what we can offer.

Customs, Duties and Taxes

Customs may inspect international parcels or charge local import duties, taxes or fees. These depend on your country's rules at the time of import, and they are the customer's responsibility. We can't predict or influence these charges. If a carrier asks you to pay a duty, please let us know.

Healthy Heights® orders to Canada: duties and taxes, where applicable, are paid by the customer on delivery or invoiced by the carrier. US orders of Healthy Heights® have no customs charges, as the parcel never crosses a border.

Delays and Reshipments

We know a delayed parcel is stressful when your little one depends on it. Here's what we can offer.

🚚 Express orders (UPS, DHL, FedEx)

• From 15 business days after your order leaves the warehouse, if it's held up by customs, you can ask for a free reshipment. Weather and holiday delays don't count.

• If the original parcel then arrives within 30 business days, we invoice the reshipment at a 20% discount.

• If the original never arrives, the reshipment is on us.

📦 Standard orders

• From 15 business days, for a customs delay, we offer a 15% discount code on a reshipment, including shipping.

• Free reshipments or full refunds are available from 30 business days after shipping.

• All reshipments go by express.

Lost or Stolen Parcels

If tracking says delivered but you can't find your parcel, please wait 24 hours, because some parcels are marked delivered up to 36 hours early. In the meantime, check your address, any carrier notice, your porch and cameras, your household and your neighbors.

If it's still missing, file a claim on the carrier's website; carrier rules mean we can't file it for you. Send us the claim number (not the case number) with the carrier's approval, and we'll issue your refund. Parcels are insured up to $99, and you can add extra insurance and signature-required delivery at checkout.

Changing Your Address

We ship to the address on your original order. Our team will try to help with a change after payment, but we can't guarantee it. Parcels delivered to the original address aren't refundable, so please avoid mail-redirection requests.

Returns

For the safety of every family we serve, we can't accept returns of food products, including formula, and we never resell returned items. Please check your order within 3 business days of delivery, and send us photos of the box, label, formula and packing slip if anything is wrong.

Cancellations

To cancel, message us through the live chat on our website within 1 hour of placing your order. After that, we can't guarantee a cancellation, because your order may already be packed. Refunds take 3–5 business days to reach your payment method.

The daily cancellation cutoff is 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.

Frequently Asked Questions

Sprout Organic® Shipping

Where does my Sprout Organic® formula ship from?
Directly from our fulfillment partner in Australia.

Why is Sprout different from your other formulas?
Sprout Organic® is an Australian brand. As an official US distributor, we work closely with the brand's owners and ship straight from Australia. That keeps supply lines short and your stock fresh.

Is Sprout from The Milky Box genuine?
Yes. We're an official US distributor and source directly through the brand, not through third parties.

I ordered Sprout with another formula. Why did I get two tracking numbers?
Your Sprout ships from Australia and your other formula ships from the EU. They travel as separate parcels and may arrive on different days.

Do the same reshipment, claim and cancellation rules apply to Sprout?
Yes. Everything in this policy applies to Sprout orders, counted from the day your parcel leaves Australia.

Do You Sell in the EU?

Do you sell or ship to the European Union?
No. The Milky Box doesn't sell or deliver any product to any country in the European Union.

Your European formulas ship from the EU. Why can't I buy them there?
Our European formulas ship from our warehouses in the EU, but our store serves families outside Europe. We run The Milky Box to make trusted European formula available where local stores don't carry it. If you live in the EU, you can buy these brands locally.

Does this include every product in your store?
Yes: every formula, bundle and accessory.

I live in the EU. Where can I buy these formulas?
The brands we carry are sold locally in the EU, at pharmacies, drugstores and supermarkets.

Can I place an order with an EU delivery address?
No. EU delivery addresses are disabled at checkout, so the order can't be completed.

I'm moving from the EU to a country you serve. Can I order?
Yes, as soon as you have a home address in a country we deliver to. Orders must ship to that address, not to an EU address.

General Shipping

When does the delivery time frame start?
When tracking shows your parcel has left the warehouse: the EU for most formulas, Australia for Sprout Organic® and the United States for Healthy Heights®. Processing time comes before that.

How is the formula stored before shipping?
Our fulfillment centers are climate-controlled year-round and kept cool in summer. Once your parcel ships, it's in the carrier's care until it reaches your door.

Who do I contact about a delayed parcel?
Your carrier can give the most current update. We track every order too, so you can always reach us at hello@themilkybox.com or through live chat, Monday to Friday, 8 am–5 pm CST.

Can I choose my carrier?
Yes, but a carrier of your choice may add a fee. Otherwise, we choose the best carrier for your location and order size.

Legal Disclaimer

All delivery time frames are estimates. We don't control carriers or customs, and customs authorities decide which parcels are admitted. Once your order ships, the carrier is responsible for the parcel.

Manufacturers may change packaging or formulas without notifying us right away. We always aim to carry the latest version.

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

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