Simple.
No surprises.
Free shipping on every US order. Same-day shipping before 2pm EST. Clear answers on what we cover and what we don't.
Shipping
Free
All US orders. No minimum order value required.
3–5 business days
Standard shipping across the contiguous United States.
Before 2pm EST
Orders placed before 2pm EST on business days ship the same day.
Email when shipped
Tracking number sent to your order email when your package leaves the warehouse.
We currently ship within the United States only. International shipping is not available at this time. If you haven't received a tracking email within 2 business days of your order, check your spam folder or contact us with your order number.
Please check your delivery address carefully before placing your order. If a shipment is returned because the address was insufficient or undeliverable, reshipment to a corrected address will incur an additional shipping fee.
Returns & Refunds
We cover every order error that is our responsibility. If your order arrives damaged, defective or incorrect, or is lost in transit, we will replace or refund it at no cost to you.
All claims must be submitted within 30 days of receiving your order. For lost packages, within 30 days of the estimated delivery date.
What we cover
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Damaged or defective product
Contact us within 30 days of delivery with a photograph of the damaged item and packaging. Approved claims receive a replacement shipped within 3 business days, or a full refund to your original payment method.
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Wrong item received
If we sent the incorrect product, contact us within 30 days. We will ship the correct item at our expense.
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Lost in transit
If your tracking shows no delivery and your package has not arrived, contact us within 30 days of the estimated delivery date. We will investigate with the carrier and either reship or issue a full refund.
What we don't cover
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Change of mind
We don't accept returns or issue refunds for change of mind. If you have questions about whether a product is right for you, review the ingredient information and our Science page before purchasing, or ask us directly.
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Incorrect address provided
If a package is returned to our facility because the delivery address was incorrect or insufficient, reshipment to a corrected address is at the customer's expense.
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Unclaimed packages
If your package is returned to us because it was not collected from a pickup point within the carrier's stated window, reshipment costs are the customer's responsibility.
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FedEx non-delivery due to recipient
For FedEx shipments, if delivery fails because the recipient is unreachable, contact details are incorrect, or applicable duties or taxes are refused, the carrier may abandon the shipment. We are not able to offer a refund, replacement or reshipment in these circumstances.
How to submit a claim
Contact us at ae-ora.com/pages/contact with the following. We review all claims within 1–2 business days.
Your order number, found in your confirmation email or account order history.
A photograph, for damaged or wrong items, a clear photo of the product and outer packaging speeds up the review.
A brief description, what arrived, what you expected, and whether you would prefer a replacement or a refund.
Replacements ship within 3 business days of approval. Refunds are applied to your original payment method within a few business days, depending on your bank's processing time.
Cancellations
Orders can be cancelled before they enter production. Once an order has been accepted and production has begun, we are not able to cancel or refund it.
If you need to cancel, contact us as soon as possible after placing your order. Orders placed before 2pm EST on business days are ship the same day, so the cancellation window is short.
To avoid being charged for a renewal, cancel before your next billing date. Log into your account to manage your subscription, or contact us and we will cancel on your behalf. Cancellations take effect immediately and you will not be charged for the next cycle.
Refund not received?
If you have not seen an approved refund after 5 business days, work through these steps before contacting us.
Check your email for a refund confirmation from AE·ORA.
Check with your card provider, refunds can take 3–5 business days to post after we process them, depending on your bank.
If you have done both and still haven't received the funds, contact us with your order number and we will investigate.
Question about an order?
Our team responds to every message within one business day.