Shipping policy
OVERVIEW
This shipping policy outlines how, where, and when Foliv ships orders. By placing an order, you agree to the terms below. If you have a question this page does not answer, email us at hello@foliv.me — a real person reads every message.
WHERE WE SHIP
Foliv currently ships to addresses within the United States only, including all 50 states, Washington D.C., APO/FPO/DPO military addresses, and U.S. territories (Puerto Rico, Guam, U.S. Virgin Islands).
International shipping is currently disabled while we sort out customs, duties, and regional pricing. If you are based outside the U.S. and want to be notified when international shipping becomes available, email hello@foliv.me.
PROCESSING TIME
Orders are processed and shipped from our U.S. fulfillment partner within 1–2 business days of order confirmation. Orders placed on weekends or U.S. federal holidays are processed the next business day.
You will receive a shipping confirmation email with tracking information once your order has shipped. If you do not receive tracking within 3 business days of ordering, check your spam folder, then email us.
DELIVERY TIME
Standard shipping reaches most U.S. addresses within 5–7 business days from the date of shipment. Delivery times are estimates only and are not guaranteed. Carriers occasionally experience delays due to weather, holidays, or operational disruptions outside our control.
APO/FPO/DPO and U.S. territory addresses may take significantly longer than the standard 5–7 business day estimate and are outside our standard delivery estimates. All delivery times are estimates only and are not guaranteed.
Once a package has been handed to the carrier, we are no longer in control of transit. We are not liable for shipping delays caused by the carrier or events outside our control. Title and risk of loss pass to you once the carrier accepts the package. Any replacement or assistance we provide for lost or damaged packages is offered at our discretion as a courtesy and does not transfer risk of loss back to Foliv.
SHIPPING COSTS
Shipping costs, where applicable, are calculated and displayed at checkout before payment. Shipping is non-refundable except where we have made an error.
TRACKING
Every order ships with a tracking number, included in the shipping confirmation email. Track your package directly through the carrier's website using the tracking number provided.
If tracking has not updated for more than 5 business days, email us and we will investigate with the carrier. Investigation timelines depend on the carrier.
DAMAGED OR LOST PACKAGES
Damaged on arrival: email us within 7 days of the carrier's recorded delivery date with a clear photo of the damage and your order number. Wrong product: same window and requirements. Replacements are issued after we verify the claim. We reserve the right to request the item's return or additional photos before issuing a replacement, and to decline claims that cannot be reasonably verified.
Lost in transit. If tracking shows your package as delivered but you have not received it, check with neighbors, mailroom, or front desk staff, then email us within 7 days of the delivery date shown by the carrier. We will open a carrier investigation on your behalf. Resolution, including any replacement, depends on the carrier's findings and is provided at our discretion. We are not liable for packages marked delivered by the carrier.
Foliv reserves the right to require signature confirmation on orders above a certain value. For packages marked delivered without a required signature, the carrier's delivery confirmation is final.
ADDRESS ACCURACY
You are responsible for providing a complete and accurate shipping address at checkout. If a package is returned as undeliverable due to an incorrect or incomplete address, we will contact you to arrange reshipment at your cost. If we do not hear back within 14 days, we will refund the product price less original shipping and a restocking fee, and close the order.
If you notice an address error after placing an order, email us immediately at hello@foliv.me. If your order has not yet shipped, we will update the address at no cost. Once an order has shipped, we cannot reroute it.
SUBSCRIPTION ORDERS
Subscription orders ship on the cadence you choose at signup: the Bundle, Serum, and Capsules ship every 30 days; the Hair Oil ships every 60 days, since a 1 fl oz bottle lasts about two months. You will receive a shipping confirmation email each time a subscription order ships.
Subscription orders are not covered by the 30-day money-back guarantee. You may pause, skip, or cancel anytime from your dashboard; any order already shipped before a cancellation takes effect is final, and the next scheduled order will not bill or ship.
RETURNS
We offer a 30-day money-back guarantee on your first order only. If your first order is not right for you, email us within 30 days of delivery to request a refund. This guarantee applies once per customer and does not apply to repeat orders, subscription shipments, or any order after your first. Refunds cover the product price only; original and return shipping are non-refundable except where Foliv made an error.
QUESTIONS
For any shipping question this page does not answer, email hello@foliv.me. We typically respond within 24 hours.