Question 1

Is shipping really free?

Accepted Answer

Yes. Every order ships free with tracking — one-time orders, bundles and every subscription delivery, with no minimum spend.

Question 2

Which countries do you ship to?

Accepted Answer

We currently ship to the United States, Canada, the United Kingdom, Australia, New Zealand and Ireland.

Question 3

How long does delivery take?

Accepted Answer

Most orders are packed within 1–3 business days and arrive within 7–12 business days. Peak seasons and customs checks can add a few days.

Question 4

How do I track my order?

Accepted Answer

We email a tracking number as soon as your parcel ships. Use it on the Track order page, or enter your order number with the email you used at checkout.

Question 5

Can I change my address or cancel after ordering?

Accepted Answer

Contact us as soon as possible. If your order has not been packed yet, we can usually update the address or cancel it. Once it has shipped we cannot redirect it, but the Refund Policy still applies.

Question 6

Will I pay customs duties?

Accepted Answer

Small personal parcels usually clear customs without extra fees, but rules differ by country. Any import duties or local taxes charged by customs are paid by the recipient.

Question 7

My parcel says delivered but I cannot find it.

Accepted Answer

Check with neighbours, your mailbox and any reception desk, and allow one extra business day. If it still has not turned up, contact us within 30 days and we will reship or refund.

Question 8

How does Subscribe & save work?

Accepted Answer

Choose a delivery rhythm of every 30, 60 or 90 days and save 15% on every delivery. Bundle and subscription savings do not combine — we always apply the larger one.

Question 9

Can I skip, pause or cancel?

Accepted Answer

Anytime, from Account → Subscriptions. No calls, no forms and no cancellation fees. Make changes before your renewal date for them to apply to the next delivery.

Question 10

When will I be charged?

Accepted Answer

Your first delivery is charged at checkout. After that, we charge your saved payment method on each renewal date and ship the same day or soon after.

Question 11

Can I change products or delivery frequency?

Accepted Answer

Yes. You can change the rhythm, quantity and shipping address in your account at any time.

Question 12

What happens if a renewal payment fails?

Accepted Answer

We email you and hold that delivery until payment goes through. Update your payment method in your account and we will ship as soon as it succeeds.

Question 13

Are your products a replacement for medication?

Accepted Answer

No. Our supplements are designed to support healthy habits, not to diagnose, treat, cure or prevent any disease. Please speak with your healthcare provider before starting any supplement.

Question 14

How do I choose the right product?

Accepted Answer

Take the two-minute Goal Planner for a personalised suggestion, or ask us in chat. We will point you to labels and ingredient details so you can decide with confidence.

Question 15

Can I take more than one product together?

Accepted Answer

Many customers combine products, but needs differ. Check each label and ask your healthcare provider if you take medication or have a health condition.

Question 16

How long before I notice a difference?

Accepted Answer

Supplements work best as part of a steady routine. Many people give a new habit several weeks of consistent use. Results may vary from person to person.

Question 17

Where can I find the full ingredient list?

Accepted Answer

Every product page has a Supplement Facts panel with ingredients, amounts and suggested use. Always check the label on the product you receive.

Question 18

Can I take Fatono while pregnant or breastfeeding?

Accepted Answer

Please talk to your healthcare provider first. Some ingredients, such as berberine, are not suitable during pregnancy or breastfeeding.

Question 19

What if it is not right for me?

Accepted Answer

Contact us within 60 days of delivery and we will refund you — opened products included. Full details are in our Refund Policy.

Question 20

Do I need to send the product back?

Accepted Answer

Usually not. If we do need the item back, we will email you a prepaid return label.

Question 21

How long does a refund take?

Accepted Answer

We confirm refunds within one business day. Your bank or PayPal then typically takes 5–10 business days to show the money in your account.

Question 22

My order arrived damaged or incomplete.

Accepted Answer

Send us your order number and a photo within 30 days of delivery and we will send a replacement or a refund for the affected item.

Question 23

Which payment methods do you accept?

Accepted Answer

We accept major cards and PayPal, processed securely by Stripe and PayPal. We never see or store your full card number.

Question 24

Do I need an account to order?

Accepted Answer

No — you can check out as a guest. An account makes it easier to track orders, manage subscriptions and reorder.

Question 25

Why did I receive a verification code?

Accepted Answer

We email a short code to confirm your address when you create an account. Codes expire quickly and we will never ask you to share one with anyone.

Question 26

How do you use my data?

Accepted Answer

Only to run your orders, account and support — and for analytics or marketing only if you agree. We never sell personal information. See our Privacy Policy for details.

Question 27

How do I delete my account?

Accepted Answer

Email us from the address linked to your account and we will delete it, keeping only the order records that tax law requires.

How can we help?

Orders & shipping

Subscriptions

Products & ingredients

Returns & refunds

Account, payments & privacy