Returns, in writing
HorseFil Refund Policy
The HorseFil refund policy gives you 60 days from purchase to send the bottles back for a refund of the purchase price. Start with a phone call to +1 (302) 200-3480, include your name, email and order ID in the box, post it to 175 Water Street, Floor 10, New York, NY 10038, USA with tracking, and expect the credit 3-5 business days after the return is processed plus 5-10 days for the card.
The policy in plain words
- You have 60 days from the day you purchase, not the day the parcel arrives.
- The policy covers orders placed through the checkout link on this site.
- Opened and unopened bottles are both accepted.
- You pay the return postage and you should use a tracked service.
- You start the claim by telephone, not by posting a parcel unannounced.
- The refund covers the purchase price. It does not cover your original or return shipping costs.
- Refunds go back to the card or account used for the order.
Why the phone call comes first
A parcel arriving without a matching claim is a box of bottles with no order attached. The call on +1 (302) 200-3480 creates the record your return is matched against, and the website email desk cannot do it for you.
What to put in the box
| Item | Why |
|---|---|
| Your full name | As it appears on the order |
| The email used on the order | The primary key the desk searches on |
| The order ID | From your confirmation email |
| All bottles from the order | Opened and unopened |
| A note of the return tracking number | Useful if the parcel is slow |
Post to: 175 Water Street, Floor 10, New York, NY 10038, USA
A worked example
Abstract policies are hard to picture, so here is the whole thing as it would actually happen.
| Day | What happens |
|---|---|
| 0 | You buy. Your 60-day window starts today. |
| 5 | The parcel arrives. You check the seal and read the Supplement Facts panel. |
| 5-50 | You take it as the label directs, at the same time each day. |
| 55 | You decide it is not for you and call +1 (302) 200-3480 with your order ID. |
| 55 | You pack every bottle with a slip carrying your name, email and order ID. |
| 56 | You post it to 175 Water Street, Floor 10, New York, NY 10038, USA with a tracked service and keep the receipt. |
| 59-62 | The parcel arrives and is credited against your order. |
| 62-67 | The refund is issued, 3-5 business days after the credit. |
| 67-77 | Your card provider posts it. |
Notice day 0. On this product the clock starts when you pay, which is why the example does not begin with a delivery.
Timings
Days 1-55: decide
Use the time you actually have, which is 60 days minus however long shipping took.
Call the desk
+1 (302) 200-3480. This starts the claim.
Post with tracking
Inside the 60 days. The postmark and tracking are your proof.
3-5 business days
After the return is credited, the refund is issued.
5-10 days
Your card provider posts it. That part is out of everyone's hands here.
Edge cases
The parcel arrived damaged
Photograph it and call the desk before opening anything else.
The gummies arrived fused or melted
Same. Heat damage is a genuine risk for this format and it is a shipping problem first.
You had a reaction
Stop taking it, get medical help if it is serious, and call the desk. This is exactly what the window is for.
The serving size makes the pack wrong for you
If the label turns out to say two gummies a day and you bought six bottles expecting six months, that is a legitimate reason to return the unopened ones. Call and ask.
You are past day 60
The window has closed. If you bought elsewhere, that seller's own terms may still apply.
You lost the order email
Call the desk with your name, email and rough date. The order ID is the fastest route, not the only one.
If something is disputed
Most refund problems come down to three things: the return arrived without an order ID, the claim started after day 60, or the order was placed somewhere other than this site. None is a trick; all are avoidable.
- Note the purchase date the day you buy.
- Keep the confirmation email until the money is back.
- Keep the return tracking receipt until the money is back.
- Call rather than email for anything time-sensitive: +1 (302) 200-3480.
Anything about these pages rather than an order goes to contact@horsefila.com, Monday to Friday, 9:00am-5:00pm ET.
Refund questions
How long do I have to return HorseFil?
60 days from purchase, on orders placed through the checkout link on this site.
Do I need to call before returning?
Yes. The call creates the claim your parcel is matched to.
Can I return opened bottles?
Yes, opened and unopened.
Is shipping refunded?
No. The refund covers the purchase price.
How will I get the money?
Back to the card or account used for the order.
What if my return gets lost in the post?
This is why tracking matters. With a tracking number the desk can see where it is; without one there is nothing to trace.
Questions the desk hears about refunds
Can I get a refund without returning the bottles?
No. The policy is a money-back guarantee on returned product, which is why the returns address is published on every page.
What if I only want to return the unopened jars?
Call and ask. Partial returns are handled case by case by the desk rather than by a rule we can state on their behalf.
Do I need the original box?
No. The bottles and a slip with your name, email and order ID are what matter.
The serving size turned out to be two a day and my six-pack is half as long as I expected. Can I return it?
Call and ask, and say exactly that. It is a legitimate reason and it is the reason our pricing page tells people to buy small first.
Tracking says delivered but the desk has not credited it.
Call with the tracking number. That is exactly what tracking exists for, and it is usually a matching problem rather than a lost parcel.
Will you ask me why I am returning it?
Probably, and you do not have to answer. It is useful feedback, not a condition.
Why the clock starts at purchase
Some sellers start a refund window at delivery, some at purchase. This one starts at purchase, and it is the less generous of the two conventions, so it deserves a plain explanation rather than a footnote.
The practical effect: however long shipping takes is deducted from your usable window. A week in transit turns 60 days into 53. That is not a trick — it is written on every page of this site that mentions the guarantee — but it is the sort of detail that only becomes visible when someone is refused on day 58.
So do this on the day you pay
Two calendar entries: one at day 30 to check you are still taking it, and one at day 55 to decide. That is the whole administrative burden of using this policy properly, and it protects you from the convention above.
Keep two things
The confirmation email and the return tracking receipt. Between them they answer every question that can arise about a refund, and losing either turns a simple process into a slow one.
If you have lost the confirmation email, call the desk with your name, the email address you used and the rough date. The order ID is the fastest route, not the only one.
The one date that matters
The day you paid. Not the day it shipped, not the day it arrived, and not the day you started taking it. Write it down, set a reminder for day 55, and the rest of this policy takes care of itself.
In one line
Call first, put your name, email and order ID in the box, post it tracked to the Water Street address, and start all of that by day 55.
Further reading
The guarantee page has the short version and the claim steps, and the shipping page explains why transit time comes out of your window.
A policy you can read before you buy
Sixty days from purchase, a named address, and a phone number that answers.
60-day money-back guarantee · Questions first? Call +1 (302) 200-3480