Refund, Returns & Shipping Policy

Last Updated: June 16, 2026

At AM / PM THEORY, we believe luxury service should be as refined as our rituals. These policies are designed to protect product integrity while ensuring you receive exceptional care when something goes wrong.

Please read this policy carefully before placing an order.

1. Order Preparation & Shipping

Each AM / PM THEORY order is carefully prepared, quality-checked, and released for shipment. When you place an order:

  • Your selected rituals are prepared for dispatch
  • Orders undergo quality review before leaving our facility
  • Tracking information is provided once your package is in transit

Because our formulations are organic and intended for direct application, we cannot accept returns of opened products for resale.

2. The Luxury Guarantee (Damages & Defects)

If your order arrives physically damaged, leaking, broken, or materially defective due to production or transit, we will make it right.

Your remedy: a 100% replacement or full refund, at our discretion based on product availability.

How to File a Damage or Defect Claim

Email info@ampmtheory.com within 14 days of delivery and include:

  • Your full name and order number
  • A brief description of the issue
  • Clear digital photos showing:
    • The damaged product
    • Outer shipping packaging
    • Inner protective packaging (if applicable)
    • Shipping label (if visible)

Our team will review your claim promptly. Approved claims are typically resolved within 3–5 business days. We may request return of damaged items in rare cases where inspection is required.

3. Change of Mind & Opened Products

Due to the strict hygienic and sanitary standards of high-end organic skincare and cosmetics, we cannot accept returns or issue refunds for products that have been:

  • Opened or unsealed
  • Used or tested
  • Removed from original protective packaging
  • Altered, tampered with, or improperly stored after delivery

This policy protects the integrity of our formulations and the safety of all clients. We appreciate your understanding.

4. Unopened & Unused Returns

If a product is completely unopened, in its original pristine packaging, and the outer seal remains unbroken, you may request a return within 30 days of delivery.

Return Conditions

  • Item must be in resaleable, unused condition
  • Original packaging must be intact and undamaged
  • Proof of purchase (order number) is required
  • Return shipping costs are the customer’s responsibility
  • Items must be shipped to the returns address provided upon approval

Return Process

  1. Email info@ampmtheory.com with your order number and item(s) to return
  2. Wait for written return authorization and shipping instructions
  3. Ship the approved item(s) using a trackable service
  4. Once received and inspected, eligible refunds are issued to the original payment method within 7–10 business days

Original shipping fees are non-refundable unless the return is due to our error or a confirmed defect.

5. Exchanges

We do not offer direct exchanges at this time. If you wish to change your selection, please request a return (if eligible under Section 4) and place a new order for your preferred ritual.

6. Shipping & Processing Expectations

6.1 Processing & Handling Window

Please allow an initial processing and handling period of 2–5 business days before your tracking number becomes active.

Orders placed on weekends or holidays are processed on the next business day.

6.2 Estimated Delivery Timelines

After shipment, estimated transit times are:

  • Domestic (United States): 3–7 business days after dispatch, depending on carrier service level and destination
  • International: 7–21 business days after dispatch, depending on customs processing and local carrier performance

Delivery estimates are not guaranteed and may be affected by weather, customs delays, carrier disruptions, or peak seasonal volume.

6.3 Shipping Costs & Duties

Shipping fees are calculated at checkout based on destination, weight, and service level. International customers are responsible for import duties, taxes, and customs fees assessed by local authorities.

7. Lost, Stolen, or Marked “Delivered” Packages

Once a package is scanned as “Delivered” by the carrier, title and risk of loss transfer to the recipient.

If tracking shows delivered but you cannot locate your package:

  • Check all entry points, mailrooms, neighbors, and building management
  • Contact the carrier directly with your tracking number
  • Email info@ampmtheory.com within 7 days of the delivery scan so we can assist with a carrier inquiry

We are not responsible for theft after confirmed delivery. For high-value ritual orders, we strongly recommend optional shipping protection/insurance at checkout, which may cover porch theft, loss in transit, or damage not otherwise eligible under standard carrier policies.

8. Incorrect or Missing Items

If you receive the wrong product or an item is missing from your order, contact us within 7 days of delivery at info@ampmtheory.com. We will promptly ship the correct item or issue a refund for verified omissions.

9. Cancellations

If you need to cancel an order, contact us immediately at info@ampmtheory.com. Cancellations can only be guaranteed before your order enters processing. Once preparation has begun, standard return policies apply.

10. Contact Our Ritual Support Team

For returns, damage claims, shipping questions, or order assistance:

AM / PM THEORY — Client Care
Email: info@ampmtheory.com
Website: https://ampmtheory.com

We respond to most inquiries within 1–2 business days.