Customer Support

Shipping

Free Shipping

Receive free FedEx Ground shipping* when you purchase a 12-pack of 360g or 595g cans; a 6-pack of 595g cans of Baby's Only® Organic Premium Infant Formula. Free shipping will be applied at checkout.

6-packs of 360g cans or orders over $79.00 receive $7.95 flat rate shipping.

On orders below $79.00 market shipping rates apply.

*standard shipping within Contiguous USA - excludes Alaska, Hawaii, Puerto Rico and PO Box.

*All regular and subscription orders may take up to 48 hours to ship.*

Expedited Shipping

If you would like your order faster, you can upgrade your shipping option in the checkout process. Shipping times and rates are calculated based on address and shipping time selected. These orders also go out the same day if ordered by 11am (Eastern Time) Monday to Friday. Please note Saturday or Sunday do not count as a delivery day. Nature's One observes all US holidays and will not process orders on those days. Orders will resume on the next business day. M-F.

**Orders received after 11am EST on Friday and ALL Saturday and Sunday orders are shipped on the following Monday.**

Any expedited shipping orders placed after 11am EST, please contact customer support to have it shipped the same day.

Note 10/25/21: Expect shipping delays by ALL carriers - some as long as 7 to 10 days. Please plan ahead when ordering.

Note 10/25/21: Please be advised that FedEx is no longer supporting a money back guarantee. You may learn more here.

Please note, we do not ship expedited to Canada.

For UPS Next Day Air delivery:

Order by 11am Monday-Thursday for delivery the next day.

Order by 11am Friday for delivery on Monday.

Order after 11am Friday, any time on Saturday or any time on Sunday for delivery on Tuesday.

*All regular and subscription orders may take up to 48 hours to ship.*

Shipping Restrictions

We currently deliver only within the contiguous United States, Alaska, Hawaii,and Canada. USPS is the only carrier delivering to a PO Box Addresses.

Canada Shipments

We ship FedEx Canada (International Priority and International Economy) to all Canadian addresses. At this time, we do not offer expedited shipping services to Canada. Shipments going out as International Priority can be expected to take 1-3 business days to arrive. Shipments going out as International Economy can be expected to take 2-5 business days to arrive.

Canada Shipping Rates

We do our best to provide the lowest shipping quotes available from FedEx. Shipping rates include GST and duty for all non-food products. GST and duty are not charged for Baby's Only Organic® Toddler Formulas, PediaSmart ®or Pediavance® Products. Brokerage fees are included in the shipping rates.

Alaska/Hawaii/Puerto Rico Shipments

We ship UPS Ground to all Alaska/Hawaii/Puerto Rico addresses. At this time, we do not offer guaranteed expedited shipping services to Alaska, Hawaii or Puerto Rico.

Alaska/Hawaii/Puerto Rico Shipping Rates

Shipping rates do apply to all Alaska, Hawaii and Puerto Rico orders and will vary depending on the weight of your purchase. We do our best to provide the lowest shipping quotes available from UPS.

APO/DPO/FPO Shipments

We ship USPS Ground to all APO/DPO/FPO addresses. At this time, we do not offer expedited shipping services to APO/DPO/FPO addresses.

APO/DPO/FPO Shipping Rates

Shipping rates do apply to all APO/DPO/FPO orders and will vary depending on the weight of your purchase. We do our best to provide the lowest shipping quotes available from USPS.

Damaged or Incorrect Shipments

We are Sorry! If you receive a shipment that is damaged or incorrect, please contact our customer service team by calling 1-740-552-5186 within 7 days of receiving the order. Please keep all original packaging in case a claim is filed. Adjustments, corrections, and claims cannot be processed after the 30 days.

Delivery

Processing & Delivery Times

Orders are shipped via UPS Ground, FedEx Ground, FedEx Canada or USPS Priority Mail within 2 business days (Monday - Friday) of receiving the order. For most of the contiguous USA, you will receive your products within 2-5 business days after shipping the order.

East coast deliveries arrive in approximately 2-3 business days

Midwest deliveries arrive in approximately 3-5 business days

West coast deliveries arrive in approximately 4-6 business days

Note 10/25/21: Expect shipping delays by ALL carriers - some as long as 7 to 10 days. Please plan ahead when ordering.

Note 10/25/21: Please be advised that FedEx is no longer supporting a money back guarantee. You may learn more here.

Canada Processing & Delivery Time

Your order will be processed and shipped within 2 business days (Monday - Friday) of receiving the order. You will receive your products within 5-10 business days after placing an order.

Alaska/Hawaii/Puerto Rico Processing & Delivery Time:

Your order will be processed and shipped within 2 business days (Monday - Friday) of receiving the order. You will receive your products within 7-10 business days after placing an order.

APO/DPO/FPO Processing & Delivery Time

Your order will be processed and shipped within 2 business days (Monday - Friday) of receiving the order. Depending on where we are shipping your order, it could take 7-14 business days or longer to receive.

Deliveries when you’re not Home

NaturesOne.com does not require a signature for delivery of your order. It is up to the driver's discretion whether to require a signature when delivering your order or whether to simply drop it off at your doorstep or with a building manager or doorman. If the driver feels it is best to obtain a signature, s/he will make a few attempts to obtain one. A note will be left at your door. After that, the package will be returned as "undeliverable." Orders that are returned or refused will be credited to your account, less the amount of the delivery fee. These undeliverable orders will not be resent. A new order must be placed.

Products Arriving Together

We do our very best to ensure all products are shipped out together in one box and will arrive at the same time. However, if the order is large and is shipped in more than one box, they may arrive separately - although that is rare. To determine the number of boxes shipped to you, log in to your account to see the quantity of tracking numbers listed for your order. For example, if you have two tracking numbers associated with your order you should expect 2 separate boxes to arrive.

Delivery Conditions

We would like to assure you that all of the products by Nature’s One® can withstand exposure to warm or cold weather conditions during the delivery period.

Missing Delivery

If the tracking information shows the order has been delivered, be sure to check everywhere. Occasionally, carriers will leave deliveries with neighbors, building managers, or places like your porch, garage, or even behind bushes. If you still are unsuccessful at finding your delivery, please contact our customer service team by dialing 1-740-552-5186. We may have the wrong shipping address or the driver may have attempted to deliver it, but was unsuccessful.

Returns

Return Policy

Nature's One is not accepting ANY returns on consumable products. On occasion we may send you the wrong merchandise or there is a defect in the product. If it is a defective product, you may return the merchandise within 30 days of the sale date and we will issue you a credit.

Diaper Return Policy:

We want you to be completely satisfied with your purchase. Should you wish to return your product, we accept returns up to 30 days from date of shipment on items that are in new and unused condition. Opened packages will not be accepted. If the item was purchased by the case, the return of unopened bags is allowed.

The customer is responsible for return shipping charges.

A member of our Customer Service Team will notify you via email once we have received your returned item. Approved refunds will be processed and a credit will automatically be applied to your credit card or original method of payment within 5 business days.

If you wish to return a diaper product, please contact us at (888) 227-7122 or send us an email at info@naturesone.com for further assistance.

How to Return Product

Nature's One is not accepting returns of ANY consumable products. We apologize for any inconvenience and appreciate your understanding.

Please contact our customer service team by dialing 1-740-552-5186 or send an email through our page regarding your return. We will issue a Return Authorization Code that you must receive prior to shipping the product back. Returns must be post marked within 14 days of receiving a Return Authorization Code. You must include the Return Authorization Code, your name, address, phone number and order number in or on the return package.

Orders received after 11AM are processed the next business day

Returns should be sent to:

Attn: Returns (Include the Return Auth Code & Order #)

Nature's One

8754 Cotter Street

Lewis Center, OH 43035

Returns can be shipped using any carrier that is convenient for you. To ensure proper credit, we recommend you use a traceable method of shipping. Please package the merchandise so that it will not be damaged when in route. Once the merchandise is received, an e-mail will be sent and a credit will be applied to your original form of payment.

Canada Return Policy

As per U.S. Homeland Security policies, shipments crossing the U.S. border cannot be returned to NaturesOne.com. For this reason, all sales of products delivered to customers living in Canada are final.

Exchanging Formula

At this time, we do not exchange product. Please refer to our return policy if you would like to return any non-consumable product(s).

Damaged Can Policy

We apologize for the damaged can(s) you received! Damage can occur to the canisters during transportation without much apparent damage to the outer boxes. We keep a record of all incidences such as this to review with our carriers. Please collect the following information prior to reaching out to our customer service team:

-Day Code (all numbers located on the bottom of the can(s))

-Use by date

-Time stamp (numbers/letters in black ink)

Please also examine the shipment for the following:

-Holes in the canister

-Dents

-Loose powder

-Excessive damage to the outside box

It is required that you send photos of the dent(s) and bottom of the can(s) for review with our carriers. We cannot process your refund/exchange until we have photos on file. Once you have collected this information, please reach out to our customer service team at 888-227-7122 and we’d be more than happy to refund your damaged product.

Cancel/Change Order

Cancel/Change Order: To provide you with quick and efficient shipping, once an order is placed we are unable to edit or cancel an order. All sales are final for consumable products. Please see Diaper Refund Policy for diaper cancellations/exchanges. **Please note: Coupon codes cannot be added to orders after the order has been submitted.

Payments

We accept the following payment methods:

-PayPal*

-Visa

-MasterCard

-American Express

-Discover

-Apple Pay

*PayPal cannot be used for sample purchases or subscription purchases.

All orders are subject to a review process and may be cancelled at the discretion of Nature's One.

Subscription Order Details

Subscription Order Details

With the Subscribe and Save program, you can choose to get your order on a Bi-Weekly, Monthly or Bi-Monthly basis. All sizes of Baby’s Only® Formulas and Quinoa and Oat Cereal, PediaSmart®, PediaVance®, Baby’s Only® Diapers, and Baby’s Only® Wipes are eligible for a subscription order. There is no fee to subscribe and you will automatically receive a 15% discount when placing a subscription order; no coupon code is needed.

Free shipping is offered on the following subscription orders: 12-Pack 360g Cans and 4-pack cases of diapers ***6-Pack cases of formula will be charged a flat rate shipping of $7.95.

Please Note: We cannot combine discounts. If you currently receive a discount due to your enrollment in a discount group (Multi-Birth, Military, Medical Hardship, Healthcare Professional) and wish to subscribe, you will only receive the 15% discount associated with the subscription program.

Subscription Option Cycles for Formula:Bi-Weekly: 14 Days Monthly: 30 Days Bi-Monthly: 60 Days Subscription Option Cycles for Diapers: 21 Days(3 weeks): 28 Days (4 weeks): 35 days (5 weeks)

You can change or swap out your product, add products, change the order frequency, update your payment method, update your shipping address, or cancel any time from within your account settings. You must login to your account to access your account settings. You can access your subscription account through the “Manage Subscriptions” tab in your customer account. Should you have any questions about your subscription, please contact our customer support team at 1-740-552-5186.

Free Sample Program

Sample Program Details

What is it all about?

The sample program is simple and easy! Our goal is to help you find the best product for your little one. We provide a full size retail can in exchange for $9.95 shipping.

We do not collect your information and there are no strings attached.

Add the product of your choice to the cart and proceed to checkout.

Please note we monitor EVERY free sample order for exploitation of the program and reserve the right to recoup the full price of product on multiple free sample orders.

A little more about our free sample program...

Our free sample program is intended to help you find the right Nature's One™ product for your child. That is why we offer a retail sized can; so you can make sure the product you choose is a good fit for your child over several feedings not just one or two. However, should the product you sample not be a good fit for your child, please call our customer service team at 1-740-552-5186 for further product assistance.

The fine print!

-Limit 1 per household or family per brand. Multiple brand sample orders will be cancelled.

-You must be a registered customer to participate in this free sample program.

-There is a $9.95 shipping fee within the contiguous US and additional shipping fees apply to Hawaii and Alaska. Due to customs regulation we are unable to ship samples to Canada.

-No additional coupons may be applied to free sample orders.