If Something's Wrong, We'll Make It Right: Our Guarantee and Returns

If something's wrong with your order, we'll make it right. If it arrived damaged, defective or wrong, email hello@raebasics.com within 7 days of delivery with photos and we'll replace it at no cost. Unopened, sealed products can come back within 30 days of delivery for a refund, and you cover the return shipping. Opened bags and bottles can't come back because they're food, and I'll explain why below, along with what to do if a flavor just isn't for you.

I'm Skotie, a registered nurse and the founder of Rae Basics. I'd rather you hear how this works from me now than be surprised by it later, so I've broken it down by what actually happened.

What our guarantee covers

Our promise is simple: if something's wrong with your order, we'll make it right. Here's how that works in each situation:

• Damaged, defective or wrong item: email us within 7 days of delivery with photos, and we'll send a replacement or the right item at no cost.
• Unopened and still sealed: return it within 30 days of delivery for a refund. You pay the return shipping.
• Opened, and just not your taste: email us within 30 days of delivery with a photo of the product and how much is left. We'll look at it and do our best to make it right.

Each one has its own steps below.

Why we can't take back opened bags

Bone Broth Protein Mix and NO. 04 Magnesium are things you eat and swallow. Once a seal is broken, we have no way to know what happened to that bag or bottle after it left us: how it was stored, whether it got damp, who scooped from it. So we can't resell it or donate it, and we would never put it back on a shelf.

It works in your favor too. When your bag shows up sealed, you know nobody's been into it before you. As a nurse, I care about that a lot.

That's why opened products can't be returned or refunded. If something's off, we'd still like to hear about it.

If you don't love the taste

First, a few small changes fix most taste complaints. If it's too sweet, too thin or too thick, try the tips in how to make it taste the way you like. More liquid, a different milk or half a scoop can change the whole mug.

If it's still not for you:

1. Email hello@raebasics.com within 30 days of delivery.
2. Include your order number, the flavor you tried and what you didn't like about it (too sweet, too chocolatey, the texture, anything).
3. Attach a photo of the product and let us know about how much is left.
4. We'll look at it and do our best to make it right.

Any accommodation is at our discretion and depends on the order. The details you send really do help, and if you ever want to try a different flavor, our flavor guide lays out how they differ.

If you're not sure NO. 04 Magnesium is working

Magnesium works over time, and results vary from person to person. We recommend taking NO. 04 nightly for at least 4 to 6 weeks before you decide whether it's right for you.

I know it's disappointing when you were hoping to feel something right away. Because results vary, and for the same food-safety reason as above, we can't take back or refund an opened bottle because it didn't seem to work. Our guarantee covers bottles that arrive damaged, defective or wrong, and an unopened, sealed bottle can still come back within 30 days of delivery. If you have questions about how you're taking it, email us, and talk with your healthcare provider about what's right for you.

If it didn't agree with you

Stop taking it, and talk with your doctor or other healthcare provider about what you noticed, especially if you're pregnant, nursing or take medication. If you ever have trouble breathing, swelling of your face or throat, or other signs of a serious reaction, call 911 or get emergency care right away.

Some things worth knowing before that conversation:

• Every flavor of Bone Broth Protein Mix is made with coconut milk and oat milk. Full ingredient lists for both products are on our facts page, so you can bring them to your appointment.
• If your stomach felt off, I wrote about bone broth protein and bloating.
• For NO. 04, see magnesium glycinate side effects for what's common and what isn't.

Then email hello@raebasics.com within 30 days of delivery with your order number, a short note about what happened and a photo of the product showing how much is left. You don't need to send us medical details. We'll look at it and do our best to help, and if you have a subscription, we can pause or cancel it for you at the same time.

If your order arrived damaged, defective or wrong

Bags sometimes get punctured or come unsealed on the way to you, and once in a while the wrong flavor goes in the box. Please don't use a bag that arrived open. Here's what to do:

1. Email hello@raebasics.com within 7 days of delivery.
2. Include your order number.
3. Attach a clear photo of the product, a photo of the outer shipping box, and a photo of the seal (or the lid, for a magnesium bottle).
4. We'll send a replacement, or the right item, at no cost to you. You don't need to send the damaged one back.

The photos let us sort it out quickly, and they help us spot packaging problems so they happen less.

How to return an unopened bag

Unopened, unused products in their original sealed packaging can be returned within 30 days of the delivery date. The steps, from our Refund Policy:

1. Email hello@raebasics.com with your order number and the reason for the return.
2. Wait for our reply with return authorization and instructions (our team replies within 1 to 2 business days). Please don't mail anything back before you hear from us.
3. Ship the sealed product back using a trackable service. You pay the return shipping.
4. Once we receive and inspect it, we refund your original payment method within 5 to 7 business days. Your bank may take another 2 to 10 business days to show it.

We don't do direct exchanges. If you'd rather have a different flavor than the sealed one you received, return the sealed bag and place a new order. If we sent you the wrong flavor, that's on us, and the damaged, defective or wrong steps above apply instead.

If this is about a subscription

If a subscription renewed when you didn't expect it, email us and we'll help sort out what's next. I do want to be upfront: our Refund Policy doesn't cover subscription orders that have already been charged and shipped. If the bags from that order stay sealed, though, the unopened return steps above still apply within 30 days of delivery.

To stop it happening again, you can skip, pause or cancel future orders yourself. Our guide to managing your subscription walks through each one, or we can make the change for you.

Quick answers