Shipping Information

We offer Flat Rate Shipping within the contiguous United States. Shipping details are calculated at checkout. Based on your delivery address and inventory locations, you may see that the "2-Day Delivery" option is available. Year to date, >70% of our orders are shipped at a 3-day rate or faster.

Shipping Method	Shipping Times	Cost
3-Day, 2-Day, & Next Day	1 - 3 Business Days	$5
Standard	3 - 8 Business Days	$5
Hawaii, Alaska, USTs Standard Shipping	5 - 10 Business Days	$15

Monday - Friday: Orders placed before 2 pm EST are picked, packed, and shipped the same day. Orders placed after 2pm EST on Friday are shipped priority the following Monday.

Saturday & Sunday: Orders are processed and shipped priority the following Monday.

If the Next Day, 2-Day, or 3-Day Delivery shipment option is not available, only the "Standard Shipping" method will be visible with no dropdown menu options.

To optimize Domestic order delivery speeds, the sweet spot for placing an order -

• Before 2 pm EST to guarantee the order is picked, packed, shipped the same day.
• Sunday, Monday, or Tuesday to ensure delivery before the 1st non-business day.

Subscription Orders will ship the same day the order is processed. The processing occurs at 6 am EST on the reoccurring subscription date.

We do offer SHIPPING to Canada.

Shipping details are computed at checkout. The international shipping times listed below are typical and reflect fair expectations; however, they are not guaranteed.

Shipping Method	Shipping Times	Cost
Canada Standard	4 - 15 Business Days	Rates

AGN Roots assumes responsibility for delivery. The price observed at checkout is the cost to deliver your item. 

International shipping is considered "Delivery Duty Unpaid" (DDU).

As the customer, you assume all responsibility for any tariff, duty, taxes, VAT, handling fees, customs clearance charges, etc. required by your country for importing consumer goods. We do not collect this beforehand, and cannot give you an estimate of the cost - charges vary around the world.

For Canada orders, Duty and applicable Tax are charged as a function of the order's value. 

Our Shipping auction supports Canada shipments with Delivered Duty Unpaid (DDU). For DDU orders, the customer will have to settle any import duties and tariffs for customs to release the package and have it delivered to the customer based on the CUSMA (Canada-United States-Mexico Agreement) order value thresholds.

Duty is assessed on orders that are valued greater than $150. Where tax is applied on orders that are valued greater than 40$. Customs or the carrier will contact the customer once the package arrives in the destination country.

Most international shipments to Canada are awarded through the USPS due to agreements and subsidies with the Canadian Post. Although slower, the USPS is not subject to the same brokerage fees at Customs that private carriers undergo thus it's advantageous for the USPS to be awarded these deliveries. Unfortunately, we can not dictate who is awarded the delivery as our system is built on auction software that requires competition to drive rates down. 

Private Carriers

Although private carriers (UPS, DHL, FedEx) are much more timely in delivery execution, if they are awarded the shipment, they are known to charge a brokerage fee to cover their costs plus a small collection fee at the point of delivery (Import fees vary but for most carriers approx. 10 USD is expected).

The downside of the private carrier is that if UPS or FedEx is awarded a delivery, any duty or tax that applies will most certainly be collected; which brings us to developing an order strategy. 

How to ensure the USPS is awarded your order?

Limiting the order qty to a single unit per shipment, at most two, is recommended to give USPS the best chance of being awarded the delivery.

2 x (3-lb.) Pouch Strategy

We find this to be the optimal import order quantity. In general cheaper orders imported from the US into Canada will most likely be awarded to the USPS and will not entice the private carriers with imposed collection fees to compete for the delivery.

Limiting the quantity to two pouches will allow the order value to stay below the threshold that triggers "duty" to be applied ($150); however, the risk of a private carrier like UPS being awarded the delivery does increase.

3 x (3-lb.) Pouch Strategy

Ordering three pouches may exceed thresholds that incentivize the private carriers to outbid the USPS on shipments; this all depends on the dynamics of the shipping market. USPS is awarded some of these orders but the risk of a private carrier out bidding for this award does increase if choosing to order three pouches.

The current threshold is $150 for "duty + tax" to be applied at the point of delivery according to CUSMA (Canada-United States-Mexico Agreement ). Occasionally, orders will slip past the USPS, so its possible that previous orders are delivered without fees while the next (albeit also delivered by the USPS) is subject to a fee for release. 

Lost Packages & Misdeliveries

If a delivery is lost or fails to arrive (tracking is stuck "in-Transit"), you can expect a replacement shipment as soon as reasonably possible.

If a delivery is confirmed as "delivered" and the item is not received (stolen, delivered to a neighbor), we will file a claim and wait for a response from the carrier; we will not ship another item for replacement until the original wrongful delivery is addressed. Although reasons are often unknown, a short-staffed US Post Office / DHL may have misplaced, mislabelled, or overlooked your package. The items may still be located once you call attention to their absence via a claim with your local delivery service. As the recipient, please file a claim as soon as you spot a discrepancy and then forward the case/file number to our customer service email via Contact-Us. Orders where the carrier requires action from the recipient, and no such action is taken, resulting in a failed delivery, are not eligible for replacement. We recommend contacting the carrier promptly once customs clearance is completed.

Cancellation of International Orders

International orders are immediately processed and labeled by DHL and are not eligible for cancellation after confirmation; please double-check your order for correctness before checking out.

To cover most of the current domestic shipping rates and provide affordable rates, we utilize a service that actively awards your delivery to a carrier capable of meeting the fastest shipping promise based on your address. The outcome of this process determines the carrier selection for your shipment.

USPS, DHL, UPS, FedEx, & Axle-Hire accept most orders.

Once your order has been awarded to a delivery service and a tracking number issued, you can expect an email or SMS text with the details (Tracking, Carrier Service, ETA).

If you are a repeat customer (address is in our system) and a particular carrier needs to be removed from the delivery award auction, please contact us with the carrier's name and we can submit this request.

Although we would greatly appreciate the ability to honor each customer's carrier preference, this function is unavailable. The reason for this is that prioritizing and/or restricting certain carriers over others interferes with the algorithm that allows us to fulfill orders in a cost-effective manner.

If your package is "in transit" and expected to arrive on time commensurate with the processed order's shipping method, upon cancelation request, AGN Roots will issue a refund (within our return & exchange policy) when the items are returned.

Please consider, if your order processes via our Subscribe & Save feature, a return is not possible; please visit our Subscribe & Save page for more information

Return shipping is at the expense of the customer. The best thing to do here is reach out; we do our best to work with you. This scenario typically occurs when the item is late; please bear with us as we do not have large accounts with the shipping carriers and are 100% at their mercy.

If you are triggered, please remember -

1. We are on your side
2. We are committed to making things right
3. Our customer service personnel are volunteers donating their time
4. The average cost to ship a 3lb parcel as of January 2023 is ~$18 

Tracking your delivery and taking action soon after delivery confirmation is received in the event of a wrongful scan or misdelivery is the recipient's responsibility.

Before contacting AGN Roots Customer Service, please contact the shipping carrier and provide your tracking information for more details. Once the shipping carrier is contacted, please make us aware, allowing us to exert additional pressure from our end; often, this can speed things up.

If you cannot successfully navigate to a claim page by the carrier, no worries; please get in touch with us; we are here to assist. If tracking states "Delivered" and you contact us, we will open a claim with the carrier on your behalf if the window to file such a claim allows.

The window for cost recovery from a carrier with a mis-delivery is a mere 10 days. After these 10-days from delivery confirmation, there is no action to be taken; we invite you to open a case with the shipping service, but success is not likely.

Please understand - After the 10 day window from receiving a delivery confirmation ends, AGN Roots will only replace/refund a customer if the carrier allows reimbursement.

We can not stress this enough; please do everything you can to track your "delivered" item and take the appropriate, timely action if it has not arrived. There are no exceptions to this policy.

Disclaimer for Shipping to PO Boxes:

Please be aware that AGN Roots Grass-Fed Whey (2.7" L x 9.4" W x 10.8" H) will not fit into a standard PO Box. Additionally, most private carriers such as UPS, FedEx, and DHL do not ship directly to USPS PO Boxes unless specific conditions are met.

Private carriers will ship to a PO Box "Street Address", however USPS will typically refuse the delivery or hold it for return pickup.

The only way private carriers can deliver to a PO Box is through hybrid services like FedEx SmartPost or UPS SurePost (which we will use to support where applicable), where the final leg of delivery is handled by USPS. These services are limited to small, lightweight packages but ARE NOT suitable for larger parcels like AGN Roots Grass-Fed Whey (3-lb).

If you choose to ship to a PO Box, the liability for delivery ends once Proof of Delivery is confirmed, which could include the package being left in front of the PO Box or handed to a USPS employee which is more common than not.

AGN Roots will not be responsible for lost parcels after delivery confirmation unless the PO Box is considered Oversized (USPS L or XL) and can securely receive the package.

Please ensure your PO Box is capable of accommodating your order before electing to fill the address line of your shipping address with a USPS "PO box."

If you order has been "lost" after delivery, please let us know, and be prepared to provide the details of your PO box (size).

Once your payment has been completed and order confirmation generated, orders can only be canceled or changed by our customer service, with a very narrow window of time to do so. Orders eligible for post-order confirmation cancelation include 3-Day or Standard Shipping orders only.

Please Note - Cancellations or address updates on orders that ship via "Same Day," "Next Day," or "2nd Day" Monday through Thursday and Friday before 2 pm EST are not possible.

Cancellations of Subscription orders after Order Confirmation are not possible. 5 Days prior to a reoccurring order is processed, a notifcation is emailed. The expectation is to self manage your subscription.

Cancellations via the self-managed portal can take place anytime prior to the order processsing (6am EST).

Customer Service directed cancellations must be communicated by 6pm EST the night prior the execution of the processing (Order Confirmations).

Once you place your order you will receive an “Order Confirmation” email from us. This email will contain all order details, including order number, shipping address, billing address, and an itemized list of the order. Please check Spam or Junk folders.

Once your order has shipped out from our fulfillment center, you will then receive a “Shipping Confirmation” email from us which contains an active tracking link.

Although we have very little influence over shipping once a pickup occurs, we will do our best to assist you. We expect you to do your best to contact the carrier via your tracking information as our customer service reach is limited once the package is en route. For any other questions or immediate assistance, please feel free to contact us at CustomerService@agnroots.com.

Subscription orders will default ship via "Standard" shipping method.

We recommend planning accordingly when managing your subscription; please allow 5-7 business days from your reoccurring processing date to ensure you receive your order on time.

To manage your subscription, please visit: Subscribe & Save

We ask that you please allow for possible delays. As much as we wish things were different, we can not control the shipment once released.

At AGN Roots, we guarantee the pick, pack, payment, and release of your product to the carrier that committed to the time frame in your order confirmation. After this point, we have very little visibility or influence on the carriers.

As soon as the package leaves our shop, expect to receive the tracking number in the form of a link to the carrier's online tracking information.

Although we guarantee to process and ship your item at the fastest speed stated on your order confirmation, our control ends there and thus we DO NOT guarantee delivery times.

We understand the importance of timely deliveries for our customers. However, please be aware that if your delivery is delayed for any reason (delivered late), it will not qualify for a return or refund. We appreciate your understanding and patience.

If you follow these steps, the moment we are made aware of the carrier damage, a replacement will ship.

1. Rest Assured We Got You Covered
2. Please send us an email explaining the mess in a few sentences and include the order number and your name. Send email to - CustomerService@agnroots.com.
3. Attach a few photos of the shipping parcel AND the damaged pouch
4. Expect an email with updated tracking ASAP.

Thank you for your patience and understanding; we are currently improving our pouch design to do our part.

Although it reduces shipping-related carbon emissions, we understand our flexible pouch comes at a cost regarding susceptibility to damage.

Luckily, our product goes through a strict quality control process before being shipped, and with your email, we can exert the due pressure on the shipping carrier to become better.

You can edit/update/remove items before completing your order. Once you have received the order confirmation via email/SMS, changes may only be possible on a weekend or holiday as the shipping carriers may be off and thus the shipping labels not printed on demand. To see if it is possible to update your order please contact us at CustomerService@AGNRoots.com as soon as possible.

If the wrong shipping address is entered and the item has already shipped you are responsible for contacting the resident of the address to recover your order. If an order was returned back to our facility because it was refused, or returned to sender due to the shipping address being inputted incorrectly, the order will be restocked and the order refunded minus shipping costs.

AGN Roots is not liable for any losses incurred if the customer has provided any incorrect details for their order. AGN Roots reserves the right not to issue a refund for product costs on orders never received, as a result of the incorrect details provided, however please contact us and we'll do our best to help.

Suppose a customer leverages the efficiencies offered by PayPal, ShopPay (Shopify payment method), Apple Pay (mobile pay service), or any one-click payment application. In that case, it is important to note these payment methods take primacy and will likely overwrite any previously input shipping address at checkout.

The customer is 100% responsible for ensuring any payment method used to process orders contains an updated and desirable shipping address. Customer service cannot assist you in changing a shipping address after an order confirmation is issued.

Do you ship to _______ (insert country)?

I understand you're interested in receiving AGN Roots internationally.

Although we used to offer international deliveries, we quickly learned that customer management of delivery is much more valuable than depending on uncertain carriers.

How to Ship Internationally?

We have recently checked in with our international following to understand how our subscribers (routine customers) manage orders despite living outside the United States and Canada. The process is as follows - 

Step #1 - Create an account with a USA parcel forwarder.

• Stackry.com
• Shippn.com

Step #2 - Place an order on our website (leveraging $5 flat shipping) and follow the steps provided by the parcel forwarder to ensure delivery. 

The Parcel Forwarder manages the 2nd leg + final km delivery, so no matter where you are, you remain in complete control of your order. 

The domestic leg on 1-3 pouches remains $5 flat.

We deeply value your experience as our customer and understand that different shipping carriers have their own unique procedures for confirming deliveries. We want to assure you that our commitment to your satisfaction extends to our service agreements with all the shipping carriers we partner with.

Our goal is to provide you with a contactless and secure Proof of Delivery (POD) method that ensures the safe arrival of your packages. This contactless electronic POD can take various forms, including options like a GPS pin drop, a photo of your package at your doorstep, or a real-time record complete with a date and time stamp indicating the delivery location.

It's important to note that we do not offer a signature upon delivery service, so please do not anticipate this when using our services.

We are dedicated to delivering your items efficiently and securely. To stay informed about the status of your delivery, we recommend taking the following steps after receiving your tracking information via the shipping confirmation email:

• Register an account or log in to the platform assigned for your deliver
• Follow the delivery updates, which are often provided in real-time.

By doing so, you can stay well-informed and have peace of mind about the progress of your delivery.

If you have any questions or need further assistance, please do not hesitate to reach out to our customer service team. Your satisfaction is our top priority, and we're here to make your delivery experience as smooth as possible.