Shipping and returns

1. Where we ship

LIV MORE LLC dispatches to all fifty United States states, the District of Columbia, and United States territories served by our carriers. We do not currently ship outside the United States.

We cannot deliver to a freight forwarder, a mail-forwarding service, or any address whose purpose is onward export, because we cannot verify the conditions the material will be held in or the rules of its final destination. Orders to such an address are cancelled and refunded.

We can deliver to a business address, a residential address, or a laboratory receiving bay. A signature may be required on higher-value orders.

2. Processing and dispatch times

Orders are picked and packed on business days, Monday to Friday, excluding United States public holidays.

• Before 11:00 am PST on a business day. Dispatched the same day.
• After 11:00 am PST, or at a weekend or holiday. Dispatched the next business day.
• Temperature-sensitive lots. Dispatched Monday to Wednesday only, so that no cold-packed parcel sits in a depot over a weekend. An order placed later in the week ships the following Monday.
• Orders held for verification. Where fraud screening or a buyer confirmation needs checking, the order is held and dispatch times start again once it clears. We will email you if this happens.

Dispatch time and transit time are separate. A same-day dispatch does not mean a same-day delivery.

3. Services, costs and transit times

We ship to United States addresses only. Transit times are the carrier’s estimates in business days, counted from dispatch and not from the time you ordered.

• Standard, $5.99. Two to five business days.
• Free standard shipping on orders of $149 or more.
• Orders placed before 11:00 am PST on a business day are dispatched the same day.

Cold-chain packaging is included at no extra cost on the lots that need it. Remote destinations, including some territory and island addresses, may add a day or more and may be quoted separately.

4. Packaging and cold chain

Every parcel leaves us packed to protect both the material and your privacy:

• Outer box. Plain and unbranded. Nothing on the outside names the contents.
• Protection. Vials are individually wrapped and seated so they cannot move against one another in transit.
• Cold chain. Lots that require it ship in an insulated liner with gel packs sized to the route. Gel packs are expected to arrive partly or fully thawed. That is normal and is not itself evidence of a problem, because the packing is specified to hold the material within range for the transit time, not to arrive frozen.
• On arrival. Unpack promptly and move the material to the storage condition stated on the product page and the certificate. Storage after delivery is your responsibility.

5. Tracking and delivery

A tracking number is emailed as soon as the label is created. It can take a few hours to show its first scan, which is the carrier collecting the parcel rather than a delay at our end.

Risk of loss passes to you when the carrier takes possession of the parcel, as set out in our Terms of sale. We remain your first point of contact for a problem in transit and will open a carrier claim on your behalf where one applies.

Where a carrier records a parcel as delivered but you cannot find it, check any reception, mailroom, or safe place noted on the tracking record first, then contact us at info@livmorewellness.com so we can start a trace.

6. Damage, shortages and lost parcels

Check your order on arrival and tell us quickly if something is wrong. The windows below are what our carrier claims depend on.

• Damaged or broken on arrival. Report within 48 hours of delivery, with photographs of the outer box, the packing, and the affected vials. Keep the packaging until the claim is settled.
• Item missing or wrong item sent. Report within 48 hours of delivery, quoting your order number and the lot numbers you did receive.
• Parcel not delivered. If tracking has not moved for five business days, contact us at info@livmorewellness.com and we will open a trace. A domestic parcel is treated as lost once the carrier confirms it, and we will replace or refund it.
• Delivered but missing. Report within seven days of the delivery scan.

Where a claim is upheld we replace the affected items at our cost, or refund them if a replacement is not available. Reports made after these windows can be investigated but may not be recoverable from the carrier.

7. Delays outside our control

Carrier estimates are not guarantees. Weather, network congestion, a public holiday, a customs or regulatory hold, or an address that cannot be accessed will all add time, and none of them is within our control.

Where a delay affects a temperature-sensitive lot, contact us rather than accepting or refusing the parcel on a guess. We will tell you whether the packing specification still covers the elapsed transit time and, where it does not, we will replace the lot.

We do not refund a shipping upgrade because the carrier missed its own estimate, but we will pursue a service refund from the carrier on your behalf where one is available.

8. Address errors and refused deliveries

You are responsible for the delivery address you enter. Contact us immediately if you spot a mistake, and we will correct it if the parcel has not yet been handed over.

• Undeliverable address. Where a parcel is returned to us because the address was incomplete or incorrect, we refund the goods once they are back and inspected, less the original shipping cost.
• Refused delivery. Treated the same way. A refused parcel that has left the cold chain cannot be resold and is refunded at our discretion.
• Unclaimed at a depot. Carriers hold a parcel for a limited period before returning it. Please collect it promptly, since a temperature-sensitive lot will not survive a long hold.
• Reshipping. A corrected reshipment is charged at the standard rate for the service chosen.

9. Returns

These are research materials whose integrity depends on unbroken storage and handling. Once a seal is broken, or once a vial has left our chain of custody in unknown conditions, we cannot verify it and cannot return it to stock. Our returns policy follows from that.

What we accept. Items that are unopened, with the manufacturer’s seal intact, in their original packaging, returned within 14 days of delivery, with a return authorisation from us.

What we cannot accept:

• Opened items, or items with a broken or tampered seal
• Items stored outside the condition stated on the product page after delivery
• Items ordered to a custom specification or a reserved lot
• Items returned without a return authorisation, or received after the 14-day window
• Free items, samples, and promotional additions

How to return. Email us with your order number and the lot numbers concerned. We will issue a return authorisation and the return address. Pack the items as they arrived and use a tracked service, because a return that does not reach us cannot be refunded.

Return shipping. You pay return shipping on a change of mind. We pay it, and there is no restocking charge, where the item was damaged, short-shipped, mis-picked, or otherwise our error.

10. Refunds

Returns are inspected on arrival. Where a return is approved we issue the refund within five business days of that inspection, to the original payment method. How quickly it appears on your statement is then down to your bank, usually a further three to ten business days.

• Refunds cover the price of the goods and any tax charged on them
• Original shipping is refunded only where the return arises from our error
• Where an order qualified for free shipping and a partial return takes it below the threshold, the shipping we absorbed is deducted
• A replacement, rather than a refund, can be issued on request where stock allows

If a return is declined on inspection we will tell you why, and we will hold the items for 14 days so you can ask for them back at your cost.

11. Order changes and cancellations

Contact us as soon as you can. We can usually change or cancel an order that has not yet been picked, and we cannot recall one that has been handed to the carrier.

A cancellation accepted before dispatch is refunded in full, including shipping. After dispatch, the order is handled under the returns section above.

We may also cancel an order ourselves, for the reasons set out in our Terms of sale, in which case the affected amount is refunded in full.

12. Policy updates

We may update this policy as carriers, rates, and packing specifications change. Any change is posted to this page with a revised “Last updated” date. The policy that applies to your order is the one published when you placed it.

13. Contact us

For a delivery question, a damage or shortage report, or a return authorisation, please contact:

• Company: LIV MORE LLC
• Address: 2108 N. Street, Sacramento, CA 95816, United States
• Email: info@livmorewellness.com
• Hours: Monday to Friday, 9am to 6pm PST

Please include your order number, and photographs where you are reporting damage, so we can act on the first reply.

Effective date: October 2026. Last updated by the LIV MORE LLC fulfilment team.