Shipping and Returns
SHIPPING POLICY
Are you having shipping problems?
Make sure your address is entered correctly, or your package may be returned as undeliverable. You would then have to place a new order. Save time and avoid frustration by entering the address in the appropriate boxes and double check for errors.
You will receive tracking information once your order is shipped. Once orders leave our warehouse, we are not responsible for damaged or lost packages. We use multiple shipment carriers, so it is difficult for us to keep track of each package. If there is a problem with the delivery or tracking, please contact the shipping carrier and provide them with your tracking information. If this does not help, then you may reach out to us and we will try to track down your package. We then will have to place a claim so it may take up to 7-10 days to resolve the problem. We will try everything to ensure your package is properly delivered.
Are you Shipping International?
We do not currently ship products internationally.
International Shipping:
We are trying our best to accommodate international shipping, so please be understanding that we may not be able to ship every international order. You may contact us directly if you wish to get an accurate shipping quote. office@mg12.com
What if my order arrives damaged?
When a package is damaged, we will try and rectify the situation promptly. Please call us at 336-298-7306 from 9am–5pm EST Monday through Friday or email us at office@mg12.com. You may need to submit documentation of the damage.
What if I receive an incorrect item?
Incorrect Item: If you have received an incorrect item, please reach out to us at office@mg12.com and include the following information:
- Your order number
- Name on the order
- Email used for the order (if different than email used to contact us)
- Photo of the incorrect item and packing list
Upon confirming that you received the wrong item, we will create a return label for you, and you will be shipped the correct item immediately. We sincerely apologize if we made a mistake.
RETURN & EXCHANGE POLICY
Are you trying to make a return/exchange?
We are here to help you find the products that are the perfect fit for your skin, well-being & lifestyle. We hope you’ll be completely satisfied with your products but understand that may not always be the case.
If you have unopened + sealed product(s) that you would like to return or exchange, please confirm that your order was placed within the last 30 days. Please read the "What are the Steps to Return Products" section below for more information.
If you tried your products, and feel unsatisfied, we will gladly work with you on a case-to-case basis but we can only offer store credit. Please email (office@mg12.com).
*If you purchased our product(s) in a store, you are subject to the stores' return policy. Please contact them for instructions. In most cases, the store will give you in-store credit for the return if not a refund.
What are the steps to return a product?
1. Initiating a return
If you would like to return or exchange an item purchased online, please contact us to initiate your return/exchange at 336-298-7306 or email at office@mg12.com. We will be happy to assist you and get back to you within 24 hours. We can also recommend products for exchanges. It is important that you contact us before you send in a return or exchange. We are not responsible for returns lost in transit that have not followed our return policy.
2. Status of your return
If you have already initiated a return or store credit request and received a response, we will process your refund as soon as we receive the item(s) back to our facility. Please allow 3-5 business days for your refund to be processed. Our team will email you to confirm the status once the return is processed.
Thank you for choosing Mg12! If you have any further questions or concerns, please don't hesitate to reach out to our team at office@mg12.com