Return Policy
Our commitment to your satisfaction with clear return and refund guidelines.
Effective Date: June 2, 2025 · Last Updated: June 2, 2025
1. Return Policy Overview
At Train5D, we want you to be completely satisfied with your purchase. We offer different return policies depending on the type of product you've purchased.
2. Print-on-Demand Products
2.1 Return Eligibility
We offer returns for print-on-demand products under the following conditions:
- Defective Items: Products that arrive damaged or with printing defects
- Wrong Items: If you receive an item different from what you ordered
- Quality Issues: Significant quality problems with the product
2.2 Non-Returnable Items
Due to the custom nature of print-on-demand products, we cannot accept returns for:
- Change of mind or buyer's remorse
- Ordering the wrong size (please check sizing charts carefully)
- Minor color variations due to monitor differences
- Items that have been worn, washed, or used
2.3 Print-on-Demand Return Process
If you receive a defective or incorrect print-on-demand item:
- Contact us at support@train5d.com within 7 days of delivery
- Provide your order number and photos of the issue
- We'll review your case and provide a resolution
- If approved, we'll send a replacement at no cost to you
3. Supplement Products
3.1 Return Window
Nutritional supplements and wellness products must be returned within 45 days of the invoice date for a refund.
3.2 Return Requirements
- Products must be in original, unopened condition
- All returns are subject to a 15% processing fee
- Return Authorization Number (RAN) required before shipping
- Customer pays return shipping costs
- Original shipping costs are non-refundable
3.3 Supplement Return Process
Step 1 — Request Authorization: Contact us within 45 days of your invoice date:
- Email: support@train5d.com
- Phone: (281) 505-2678
- Provide your order number and reason for return
Step 2 — Receive Return Authorization: We'll provide you with a Return Authorization Number (RAN), return shipping instructions, and return address information.
Step 3 — Ship Your Return: Package items securely in original packaging, include your packing slip with the RAN written on it, and ship within 10 business days of receiving your RAN.
Step 4 — Refund Processing: Allow 5–7 business days after we receive your return. The refund will be processed to your original payment method, minus the 15% processing fee.
4. Damaged or Incorrect Supplement Orders
Claims for wrong items, defective products, missing items, or items damaged in transit must be reported within 10 days of the delivery date. Please provide photos of the package and items, your order number, and a description of the issue. For verified claims we will replace the item or provide a prepaid return label at no charge.
5. Non-Returnable Items
The following items cannot be returned for health and safety reasons:
- Opened supplement bottles or packages
- Products past their expiration date
- Items not in original packaging
- Custom-formulated or special-order supplements
- Digital products and downloadable content
- Gift cards or promotional items
6. Special Product Categories
6.1 Final Sale Items
Some products are marked as "Final Sale" and cannot be returned: clearance or discounted items, limited edition products, and third-party products (UltraLux, myLab Box).
6.2 Subscription Orders
Subscription deliveries follow the same return policy as individual orders. You can cancel future deliveries at any time, return unopened items from recent shipments within 45 days, or modify your subscription before the next shipment date.
7. Refund Information
- Refunds are processed to your original payment method
- Credit card refunds may take 3–5 business days to appear
- PayPal refunds are typically processed within 24 hours
- Bank transfers may take 5–10 business days
Partial refunds may be issued for items returned with minor damage, missing original packaging, or returns processed after the standard timeframe (at our discretion).
8. Exchanges
We do not offer direct exchanges. Return the original item following our return process, then place a new order for the desired item. Need to exchange a supplement for a different formula? Contact us first — we may be able to help you find the right product before processing a return.
9. Order Cancellations
Orders may be cancelled before shipping if you contact us within 2 hours of placing the order and the order hasn't entered our fulfillment process. There is no fee for cancellations within 2 hours; a 5% processing fee applies for payment method changes; cancellations after production begins are not guaranteed.
10. International Returns
International customers are responsible for return shipping costs and any customs duties or taxes on returns. We recommend contacting us before initiating an international return to discuss the best approach.
11. Warranty Information
Our products come with a quality guarantee covering manufacturer defects under our return policy. We stand behind the quality of all our products and will work with you to resolve any concerns.
12. Contact Information
For all return questions and requests — please have your order number, photos of any issues, reason for return, and preferred resolution ready:
- Email: support@train5d.com
- Phone: (281) 505-2678
This return policy is subject to change without notice. Please check this page regularly for updates.