Returns and refunds

What to do if there’s a problem with your order

Any order you make from our store should arrive:

In 3-10 business days
With the formula you chose for your baby
Sealed and safe to use

If your order is late or missing

If your order hasn’t arrived within 10 business days, check your shipping confirmation email (this might be in your spam folder) and click the tracking link. This might tell you where your order is (for example, it might have been delivered to a neighbor).

If this doesn’t help – let us figure out what’s happened.

If your order is incorrect

Mistakes are rare. But if your delivery doesn’t contain the products you ordered, we’ll send an immediate replacement free of charge.

Here’s how to claim a replacement for an incorrect order:

Take a photo of the products you received, and their packaging
Email the photo to us at support@zenorganicformula.com with a short email explaining the problem
Do this within 3 days of receiving your order (we may not be able to replace products after 3 days)

When we get your email, we’ll send the correct order out straight away. We’ll also include a shipping label so you can send the incorrect products back to us.

If your order is damaged

Outer packaging occasionally gets damaged in transit. This isn’t usually a problem, and you’ll still be able to use your formula safely.

If the can or box that contains your baby’s formula is damaged or dented, your formula will still be safe to use as long as it is still sealed.

If your formula comes in a can: check that the foil seal isn’t broken
If your formula comes in a box: check that the foil pouch inside isn’t broken

If you find the seal is broken – do not use the formula. Contact us and we’ll send an immediate replacement.

If your baby doesn't like the formula

You’re covered by the Happy Baby Guarantee.

Not all formulas are right for all babies. If your baby doesn’t like their formula, just let us know. We’ll give you a free store credit to try a different brand. Plus we’ll help you choose.