BioSteel Shipping Policy

Returns / Exchanges

Please be advised that as a result to the CCAA proceedings, as of October 1, 2023, BioSteel is not accepting returns or exchanges of any products. All sales are final. No returns will be accepted. Any questions or concerns can be addressed by contacting BioSteel Customer Support at support@biosteel-sports.zendesk.com.

 

Order Processing Time

BioSteel offers standard shipping with 3-6 business day delivery at the shipping rates listed below.  Processing time for most orders is 1-2 business days. Orders are not shipped on N. American statutory holidays or weekends. During holidays and promotions, we may experience a higher-than-normal volume of orders and processing times may vary as a result. 

 

Transit Delays

We do our very best to get orders processed and shipped as quickly as possible. Once the order ships, BioSteel is not responsible for delays that occur during transit. During busier seasons, carriers may take longer than normal to update tracking information. If a package shows tracking updates but is delayed at a processing location, please contact the carrier, as they will be able to provide the most up to date information on your package. 

 

Shipping Carriers

Orders are shipped with FedEx, USPS, and UPS within the US. You can track your order using the tracking number link provided in your shipping confirmation email from support@biosteel-sports.zendesk.com. 

 

Shipping Rates

  • Orders with a subtotal under $100 USD = $9.97 USD shipping cost 
  • Orders with a subtotal of $100 USD and above = FREE Shipping 

Shipping Rates listed above are applied per order. The shipment subtotal (after discounts, before tax and shipping) is used to calculate eligibility. Not valid on past orders. Shipping Rates may be canceled or modified at any time. Orders containing multiple products may ship in multiple parcels with more than one tracking code and different carriers and/or shipment delivery times for the same order. All rights reserved. 

Shipping Protection

  • Shipping Protection safeguards your order against loss or theft.
  • If an order does not contain Shipping Protection, BioSteel can not be held responsible for lost or stolen items.
  • Please contact our Support Team if there is an item missing from your order.

 

Orders Return Policy

  • BioSteel offers a 14 day return and refund policy if the conditions below are met:
  • BioSteel will provide a Free Shipping Label on shipments that are damaged or if an incorrect item was shipped.
  • BioSteel does not cover the cost of shipping on returns if you do not like the product.
  • We cannot accept returns based on taste, mix-ability, consistency, or appearance because most products (protein, extracts, amino acids, etc.) are of natural sources or synthetically derived and these characteristics may change from time to time which are out of our control.
  • All returns must be mailed within 30 days of receiving the RMA#.
  • If there was a promotional item included in your order which was part of the promotional item you are returning you must return the promotional item as well or we will not issue the refund.
  • BioSteel must be contacted within 24 hours of receipt of your order if there was a missing item. Please contact our Support Team if there is an item missing from your order.
  • Returned items cannot be marked, damaged, opened, and must be in reasonable condition.
  • Full refunds will be granted ONLY if the above conditions have been met, minus the cost of the initial shipping fee.
  • If you wish to return an item and the order total after your return drops below the $99 subtotal for free shipping a $9.99 will be subtracted from your return total given back to you.
  • Returns or order cancellations can only be refunded to the original card or in the form of store credit. No refunds will be in the form of cash, cheque, PayPal, or to different debit/credit card than the one originally used for purchase.

 

Incorrect Items/Orders

  • If you received an incorrect item or order do not open any of the products and contact us immediately, so we can rectify the issue. 
  • If a product is opened, that product will no longer be accepted for a return, credit, or refund.
  • A photo of the packing slip and product received is required to further assist your claim.
  • If you received an incorrect item, please visit our Return Centre. 

 

Damaged Product

  • Please contact our Support Team, provide a photo of the packing slip and product received is required to further assist your claim.
  • We do not cover the cost of transit damages, If your order has Route Insurance you can file a claim with Route here.
  • Team Bottles, Spouted Team Bottles, Shaker Cups, Half Gallon Straw Bottles are not applicable for free replacement lids. If your bottle arrived damaged, please contact our Support Team. Providing a photo of the packing slip and product received depicting the damages is required to further assist your claim.

 

Missing/Stolen Order

  • Please contact our Support Team if there is an item missing from your order.
  • A photo of the packing slip and product received is required to further assist your claim.
  • Be sure to check with neighbours or other house members to ensure your order was not received. 
  • Biosteel  does not cover the cost of theft. If your order has Route Insurance you can file a claim with Route here.

 

Short-dated Product

  • Short-dated products will display a note saying, "Short-dated product. This item expires in 30-90 days—buy now while it's still fresh.”
  • If no specific date is provided, the product remains good through the end of the month indicated
  • Short-dated products are not applicable for returns or refunds.
  • Please contact our Support Team for more information. 


FAQ 

Do you ship internationally? 

Do you ship to APO/FPO/DPO addresses? 

  • We cannot currently ship to APO/FPO/DPO addresses. 

Do you ship to PO boxes? 

  • Yes, we ship to PO boxes. 

Are all items shipped together? 

  • We ship all items together where possible. Note, Sports Drink - 12 Packs are packaged separately from other items. Please make sure to check all tracking numbers provided in your shipping confirmation email. If any items are out of stock, we remove/refund those items from your order and ship the remaining items. 

  

If you have questions about your order, check out our FAQ sections below for answers. Can't find what you're looking for? Email support@biosteel-sports.zendesk.com to reach our Customer Support for assistance. 

 

ONLINE RESELLERS

Please note that this Shipping Policy applies only to purchases made on www.biosteel.com.

BioSteel sells products directly on Amazon only through our “BioSteel Sports Nutrition Inc.” seller’s account in the United States and our vendor account in Canada. All other Amazon sellers are unauthorized resellers of BioSteel products and as such any unauthorized resellers are not assured to abide by all BioSteel’s product handling, shipping, and shelf-life guidelines. As BioSteel is unable to control the quality of BioSteel products sold by unauthorized resellers, unless otherwise prohibited by law, BioSteel’s return policy is not available for products purchased from unauthorized sellers, including unauthorized Internet websites and unauthorized storefronts on online marketplaces. 

BioSteel reserves the right to verify purchase and return information, require a valid proof of purchase, and to deny product return requests in its discretion in cases of suspected fraud or if customer has abused the return policy. Returns are also limited to the original, end-user purchaser.