Welcome to the official SANESolution Frequently Asked Questions page! We compiled together some of our most commonly asked questions and their answers for you! If you don’t see your question answered below or would like more information – feel free to contact us directly! As always, please check our privacy policy pages for more information.
Common Questions & Their Answers:
Shipping And Returns
Does the free shipping offer apply to international orders?
Sadly no. We can only offer free shipping for orders of $149 or more that are shipped to U.S. addresses.
What are your shipping methods and transit times?
We ship US Postal Service Priority Mail. Transit times are around 3 days . We encourage you to order with enough time to avoid any possible delays. If you are shipping to a P.O. Box or a military address your order will have to be sent using the United States Postal Service.
How long before my order is shipped?
We typically process orders within 48 hours excluding weekends. If you requested a special order item, we will ship it as soon as we have it in stock. Note: If you ordered a personally signed copy of The Calorie Myth book, or shirts, mugs, or other non-edible goods, those items may ship separately.
Where are orders shipped from?
All orders ship from West Palm Beach, Florida USA. Note: If you ordered a personally signed copy of The Calorie Myth book, or shirts, mugs, or other non-edible goods, those items may ship separately.
Do you ship internationally?
We ship to most International Destinations.
Bulk/wholesale orders of $1,000 USD or more can be shipped to just about any location. If you’d like to place a bulk/wholesale order totaling $1,000 or more, we’re happy to help at SANECustomerDelight@Gmail.com.
Canadian orders arrive within 2 weeks, but the length of time for receipt of your order depends on the country and the customs office. Note: Personally signed copies of The Calorie Myth book cannot be shipped outside of the USA.
What about Military Orders: APO, FPO addresses?
Yes, we happily ship to our military customers. All Military orders are shipped by USPS Priority Mail. US mail to the various military addresses can take anywhere from one to six weeks for delivery. The United States Postal Service does not have tracking available for military orders.
Can I track my order online?
Yes, once your order has been shipped, you will receive an email from either the United States Postal Service or FedEx (depending on the shipping method you choose) with your tracking number. Please note that the “tracking number” you receive on Priority Mail packages is actually a Delivery Confirmation number, which typically only gives details as to whether or not the package was delivered. Also, please note that the First Class International shipping method does NOT provide tracking. If you would like your international order tracked, we recommend using one of the other shipping methods available. Note: Personally signed copies of The Calorie Myth book are shipped via media mail and tracking is not available.
Will a signature be required to receive my package?
We do not typically request a signature for deliveries with the exception of large orders, but it is ultimately up to your driver’s discretion whether or not to require a signature. If the driver feels it is safe to leave the package, he will usually leave the package at your door or other secure area. It is also up to the driver whether to comply with any special shipping instructions that you have asked us to include on your shipping label. If you would like to require a signature for your order, simply leave a note for us in the comments section of your order and we will take care of it.
Do packages ship out on Saturday or Sunday?
No, our office is only open Monday through Friday. Orders placed Saturday and Sunday are shipped on Monday. Orders placed after the cutoff times noted above on Friday will be shipped on Monday.
Do you accept returns/how to I get a refund? (see below for Nutraceutical refund info)
Unless otherwise noted, all products come with a 1 year money-back guarantee. Note: Personally signed copies of The Calorie Myth book contain a custom message just for you so we cannot accept returns. Shirts, mugs, or other non-edible goods cannot be returned.
TIP: This applies only to SANE superfoods you purchase. We cannot offer refunds on SANE superfoods provided free of charge as part of the Smoothie Saver Club or on superfood purchased with gift cards
Please do not send your purchase back without first contacting customer support here. We cannot accept returns or issue refunds without a customer support team member authorizing the return/refund before it is shipped back to us.
To enjoy the 1 year money-back guarantee please return the product in its original condition. Note: Individual bars CAN be returned as long as each individual bar being returned is in its original condition. If 1 year has gone by since your purchase, we unfortunately can’t offer you a refund given the perishable nature of food.
If the product is not in its original condition (aka damaged, opened) but is within the 1 year window, a prorated refund will be issued for the unused portion.
If more than one of a given product is to be returned, we cannot offer a refund or store credit if more than one of the packages is not in their original condition. For instance, if you ordered 3 bags of coconut flour, and all three are opened, we can only offer store credit the unused portion of one of them. You may be requested to provide a photograph of the item to be returned in order to return it. To request a refund please contact customer support here.
If your return is received more than 90 days after the date of actual purchase, any refund granted will be in the form of a SANE Store gift card valid for 90 days.
Please note that digital items are non-refundable.
To complete your return, we require a receipt or proof of purchase.
Refunds (if applicable):
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact customer support here.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at https://sanesolution.com/customersupport/.
Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Nutraceutical Refund Guidelines:
We want to ensure that you are completely satisfied with your SANE Nutraceuticals and are proud to offer a one-year money-back guarantee.
If you would like to return any Nutraceuticals, please follow these instructions.
- Contact our customer support center 24 hours a day at service@sanesolution.com to receive instructions on how to receive your Return Product Authorization Number (RPA#). Refunds cannot be provided without a RPA#.
- Return postage is the responsibility of the customer and we recommend using delivery confirmation to avoid any delays. All packages returned refused or undeliverable will be refunded the cost of the product minus the shipping fees incurred by refusal of the package.
- Returns must be received in our fulfillment center within one year from billing date.
- Used/Empty product containers may only be returned if adequate time has elapsed to consume the product as directed on the label, and upon receipt of written verification that the product was used in conjunction with a SANE diet and exercise program. For example, we cannot accept a 3 month supply of empty product containers after only 1 month. We also cannot accept empty product containers if SANE diet and exercise changes were not made. If either of the aforementioned conditions are not met, your refund will be prorated according to the amount of unused product returned.
- Return the empty and unused portion of your product along with aforementioned documentation and the original invoice and your RPA# to ensure your refund can be processed successfully.
- All refunds will be processed within 3 business days of receiving the package. Please allow up to 5 days for your bank to process the refund.
- If your return is received more than 90 days after the date of actual purchase, any refund granted will be in the form of a SANE Store gift card valid for 90 days.
Payments & Privacy:
Can coupon codes, promos, and sales be combined?
No. The only exception is that quantity discounts can be combined with Subscribe and Save discounts.
What type of payment do you accept?
We accept Visa/MasterCard/Amex/Discover and PayPal. Just select your method of payment when placing an order.
We recommend that any funds sent to our office are sent in a way that you can track. We will ship your order upon receipt of the funds.
Is it safe to use my credit card?
Absolutely. SANEStore is hosted by Shopify, one of the world’s most secure and reputable eCommerce platforms.
Will I be charged Sales Tax?
Not on food purchases. Our shopping cart will automatically calculate any necessary tax.
Do you ship orders on account?
No. We require all orders to be paid prior to shipping.
What if you don’t have all of the items in stock?
If an item you ordered is out of stock, we will e-mail you to see if you want a substitution (if one is available) and/or if you want the remainder of the order sent without the out-of-stock item. If we do not receive a reply to our email by the above-noted cutoff time, we will hold your order until we receive the item in stock or a response to our email.
Can I combine discount codes and gift cards?
One gift card or discount code can be used per order.
How do you handle my private information?
We protect your privacy as if it were our own. We dislike junk mail, spam and telemarketers as much as you do, so when you order from the SANEStore all of your information is kept in complete confidence. We use the information you provide to us for the following purposes only: to process your order(s), to reply to your questions, provide our newsletter via email, and to incorporate your feedback into improvements to our Website. We will not give, sell, or rent your personal information, including email address, or specific account activity to anyone for any reason without your prior consent except as required by law and when we believe that disclosure is necessary to protect our rights and/or to comply with a judicial proceeding, court order, or legal process served on our Website. See our full Privacy Notice for more information.
SANEStore Products
Q. I got my product in the mail and the smell, taste, texture, or color is different from other batches I have received or the photo on the website. Is there something wrong with it?
Nope. Yea! Mother nature provides us with these wonderful herbs and Superfoods and because these are natural foods and not sprayed with synthetic chemicals and pesticides and they are not made in a lab (like synthetic vitamins and drugs) there will be natural differences from harvest to harvest and batch to batch. Variance from batch to batch can be caused by many factors, including the time of year it was harvested, farming techniques, the climate (especially rainfall), how quickly it was dried and milled into a powder after it was harvested, the drying temperature/technique, how fine the powder is milled, soil conditions and quality, time of year, how much moisture still remains in the dried powder (yes, dry powder still contains some moisture), how fresh it is, how it was stored after it was milled into a powder and various other factors. Beyond that powders will drastically vary if they are whole food powders, juice powders, or extract powders, each of which may be freeze dried, low temperature dried, or high temperature dried.
Over the years we have seen thousands of different batches of different powders from all over the world. We are very familiar with the variance of each powder so you can rest assured that even if the powder looks different from what you are expecting we will not sell any product unless it meets our high quality standards and has passed laboratory testing.
Q. How many servings do I get per lb of powder?
Each powder is a little bit different and some are more voluminous than others, but for most powders the measurements below are good approximations:
1 lb of powder = 50 tablespoons
1 lb of powder = 150 teaspoons
1 teaspoon = 3 grams (3000 mg)
1 tablespoon = 9 grams (9000 mg)
1 tablespoon = 3 teaspoons
1 lb – 454 grams (45,360 mg)
1 kg = 2.2 lbs
Q. Why do some products say organic and others don’t?
If a product says organic in its name, then it has been certified organic under the USDA National Organic Program (NOP). All of the products we carry are grown organically without chemicals or pesticides, but some do not carry the USDA certification. These products are either certified in other countries, wildcrafted, or cultivated without chemicals, pesticides, genetic modification or radiation treatment. While we prefer USDA certified organic products, obtaining the USDA certification can be a lengthy and costly process for many suppliers that already practice organic farming and offer excellent quality products. We conduct additionally testing on products that have not been certified organic to ensure that they are free from chemicals, heavy metals and other contaminants.
Q. Why are some products freeze dried and others are not?
Certain products must be freeze dried to preserve their nutrients and prevent them from spoiling. But the nutrients in most products can be preserved through low temperature drying. So when possible we use low temperature drying which means the product is still raw and retains all of the vital nutrients and enzymes (for example, Postbiotics or Citicoline products).
SANESolution Products & Packaging
All of our powders are packaged in airtight stand-up, resealable ziplock foil pouches for optimum freshness. Once opened, just push the air out of the pouch before resealing it in order to preserve maximum potency. Always store in a cool, dark, dry place.
The innovative design of our bags maximizes storage space while being environmentally friendly by using less material than traditional plastic containers and cans. Additionally traditional cans and plastic containers offer no easy way to remove the air which shortens shelf life and causes a loss of potency.
Some additional benefits of our BPA free, food grade plastic lined foil pouches include:
● Heat sealed with tamper proof tear strip at the top
● Environmentally friendly material
● Excellent light, air, & moisture barrier that extends shelf life
● Self-standing bags may also be stored lying down
● High puncture & tear resistance prevents breakage & leakage
● Easy to open & close with strong sealing ziplock
● Heavy Foil exterior with thick food grade BPA Free internal plastic lining – 100% safe for food storage
** Most products can be stored without refrigeration and will typically maintain potency from one to several years. Refrigeration can be used to further extend the shelf life.
