Frequently Asked Questions
Orders
When will my order ship?
When will my order ship?
Once your order has been placed, it will typically take 2-3 business days for processing. Please allow processing times up to 5 days during holiday and sale season. You will receive an email with the tracking information (if selected) once your product is shipped.
*SUPERJELLY Nutrition will not be held responsible for any additional customs, import fees, or tax charges that may be applied upon your destination end.
*SUPERJELLY Nutrition is not responsible for any address (CA & US) entered incorrectly by the customer.
Can I cancel or make changes to my order?
Can I cancel or make changes to my order?
Please contact us immediately at info@superjellyco.com or fill out the contact form with your name, order number, as well as the change request. Unfortunately, we cannot guarantee changes once your order has been processed and shipped.
My order never arrived, what should I do?
My order never arrived, what should I do?
If you believe your package is lost, please contact us immediately at info@superjellyco.com or fill out the contact form with your name, order number so that we may open an investigation. Please allow up to 5-7 business days for us to complete our investigation. Once complete, we will reach out with next steps.
*If you have purchased the Route Shipping Protection, you will be able to receive a replacement order after 7 days of the intended delivery date.
Returns & Exchanges
What is your return and exchange policy?
What is your return and exchange policy?
Supplements & Food Products:
Due to safety and sanitary concerns, we are unable to accept returns or exchanges for supplement and food products.
Accessories:
We are happy to accept returns and exchanges for these products within 14 days of your purchase. To be eligible for returns, they must be in an unused/unworn condition with tags and packaging intact. Please contact info@superjellyco.com or fill out the contact form to get started with the return process. We will refund the value of your returned items minus the shipping costs to the original form of payment used for the purchase.
WE ARE UNABLE TO ACCEPT RETURNS FOR:
- All supplement, snack and beverage products
- All discount or promotional items marked as FINAL SALE
- All limited edition products
Unfortunately, we are unable to accept returns from third-party retail locations. Please reach out to the retailer or distributor directly for more information.
How do I make a return or exchange?
How do I make a return or exchange?
If your item is not a supplement or food product that meets the eligibility requirements for return, please contact info@superjellyco.com or fill out the contact form with your name and order number.
Please refer to our returns policy above for more details.
When will I receive my refund?
When will I receive my refund?
Once your return has been received, our team will inspect, approve, and process the return. Refunds may take 7-10 business days to process from the date the package is received. An email confirmation will be sent out once the refund is proceed, and a credit will be applied to the original method of payment.
For US customers, please note that due to the volatility between exchange rates, your refund amount may vary slightly from your original payment.
What about the shipping costs on refunds?
What about the shipping costs on refunds?
Shipping costs will be the responsibility of the customer for returned products. If the return is due to an error on our part, we will gladly cover the shipping expenses.
Shipping
Shipping to Canada
Shipping to Canada
Orders are processed within 2-3 business days. Please allow processing times up to 5 days during holiday and sale season.
All orders will be shipped through Canada Post, Intelcom, UPS or Uni Uni.
Shipping rates and estimated delivery times are provided during checkout.
*Please note we do not ship on statutory holidays or to P.O. Boxes
Shipping to US
Shipping to US
Orders are processed within 2-3 business days. Please allow processing times up to 5 days during holiday and sale season.
Tracking may be provided for orders shipped through Canada Post (USPS), Fedex, or UPS.
Shipping rates and estimated delivery times are provided during checkout.
*Please note we do not ship on statutory holidays or to P.O. Boxes
How long does shipping take?
How long does shipping take?
Shipping rates and estimated delivery times are provided during checkout. Express shipping options are available as well.
How can I track my order?
How can I track my order?
Once your order is ready to be shipped out, you will receive an email notification with information allowing you to track the package.
Where do you ship?
Where do you ship?
We are currently only shipping to Canada and the USA at this time.
We appreciate your patience as we work to introduce SUPERJELLY to the world.
Route Shipping Protection
What is Route Shipping Protection?
What is Route Shipping Protection?
Route shipping protection protects your online orders against loss, damage, theft and more. If something goes wrong, you can quickly and conveniently resolve issues in just a few steps. To cover your order, make sure Route shipping protection is toggled on at the cart page.
What are the benefits for adding Route Shipping Protection?
What are the benefits for adding Route Shipping Protection?
Customers can shop online with confidence, knowing their orders are protected. Route offers a streamlined process for resolving shipping issues, with claims typically handled faster than traditional carrier claims.
What does it cover?
What does it cover?
Lost, stolen, or damaged packages during shipping and delivery. *A claim must be filed within 30 days of the last tracking update.
How do I buy it?
How do I buy it?
Route shipping protection will be available to add once you reach the cart page. You will see a checkbox option on the cart page labeled “Shipping Protection Route”, allowing you to choose to include it in your order.
How to submit a claim?
How to submit a claim?
If you’ve purchased shipping protection and need to make a claim, you can access the Resolve Center through the Route app, a link in your order confirmation email, or directly on their website. (https://claims.route.com/)Note: Make sure to have the Order Number and email address ready!
How long will my claim take?
How long will my claim take?
Claims will be reviewed for approval within 1-2 business days from filing. Once approved, refunds will be processed within 3–5 business days. If you’ve chosen a replacement order instead, it will be shipped as soon as your claim is approved.
Deadlines for filing a claim?
Deadlines for filing a claim?
Damaged Packages
An order is considered damaged when Item(s) arrive fractured, shattered, bent, crushed, broken, or otherwise unusable.
Claim time frame: Within 30 days from the date the package was marked “delivered.”
Lost Packages
An order is considered lost when it is never reported as “delivered” and a tracking update has not been issued for more than 7 days for domestic shipments and 20 days for international shipments.
Claim filing time frame: For domestic shipments (orders shipped within the national borders), between 7 and 30 days from the last tracking update. For international shipments (orders that cross international borders), between 20 and 30 days from the last tracking update.
*Route requires a 7-day wait-to-file period for lost orders as packages are sometimes delayed in transit, but often do receive an update to their status.
Stolen Packages
An order is considered stolen when it is marked “delivered,” but was not received by the customer.
Claim time frame: Between 5 and 30 days from the date the package was marked “delivered.”
*Route requires this 5-day wait-to-file period for stolen orders as packages are sometimes prematurely marked as “delivered,” but often do show up.
Our Products
Where are your products made?
Where are your products made?
All of our supplements are proud to be made in Canada.
Is your manufacturing facility up to standard?
Is your manufacturing facility up to standard?
Always. Our manufacturing facility is GMP compliant, as well as registered with both the FDA and CFIA.
HACCP, ISO9001, ISO22000 certified.
Quality testing? Third party testing?
Quality testing? Third party testing?
All of our products are tested numerous times before they reach your hands. From raw materials to completed products, everything is repeatedly lab tested for toxic and harmful ingredients. Plus, we third-party test everything, every time.
Is SUPERJELLY FDA approved?
Is SUPERJELLY FDA approved?
All of our supplements are manufactured with FDA approved and regulated facilities.
Is SUPERJELLY Health Canada approved?
Is SUPERJELLY Health Canada approved?
All of our supplements are manufactured in facilities that are Health Canada approved and regulated.
Are SUPERJELLY supplements safe for all ages?
Are SUPERJELLY supplements safe for all ages?
SUPERJELLY supplements are intended for healthy adults over the age of 18.
Are SUPERJELLY supplements pregnancy safe?
Are SUPERJELLY supplements pregnancy safe?
Please consult a licensed health care practitioner, health care provider, health care professional, doctor, or physician prior to use if you are pregnant or breast feeding.
Subscriptions
What are the benefits of subscribing?
What are the benefits of subscribing?
Subscribers get exclusive perks, including free gifts, discounted shipping, priority access during sell-outs, and the flexibility to swap flavors, pause, or skip deliveries anytime.
How often will I receive my order?
How often will I receive my order?
You can choose from flexible delivery schedules—every 30, 45, or 60 days—so you never run out of your favorite supplements.
Can I change my delivery frequency?
Can I change my delivery frequency?
Yes! You can adjust your delivery schedule to better fit your needs after your first two billing cycles.
Can I make changes to my subscription?
Can I make changes to my subscription?
Our hassle-free subscription means that you are able to modify or skip your subscription after 2 billing cycles. Your first purchase will count towards the first cycle.
Can I cancel my subscription at any time?
Can I cancel my subscription at any time?
A minimum of 3 subscription orders are required before canceling. You can change or skip your orders at any time, but if you cancel your subscription before the third shipment has been received, you’ll be charged the regular price.
What if my favorite flavor is out of stock?
What if my favorite flavor is out of stock?
Subscription members get priority access to products during sell-outs, ensuring you receive your order without interruption. If a product is unavailable, we’ll notify you with alternative options.
How do I update my payment or shipping details?
How do I update my payment or shipping details?
You can update your payment method and shipping address anytime by logging into your account. Changes made after an order has been processed will apply to the next cycle.
What happens if my payment fails?
What happens if my payment fails?
If your payment doesn’t go through, we’ll notify you and retry the charge. If the issue persists, your subscription may be paused until the payment is updated.
How do I pause or skip a subscription order?
How do I pause or skip a subscription order?
You can easily pause or skip a delivery through your account. Just make sure to do so before your next billing date.
Will I be notified before my order ships?
Will I be notified before my order ships?
Yes, you’ll receive an email reminder before your subscription order is processed, so you can make any last-minute changes.
Can I add Route Shipping Protection to my subscription order?
Can I add Route Shipping Protection to my subscription order?
To add Route shipping protection to your subscription order, make sure Route shipping protection is toggled on at the cart page for your initial subscription order.
