Information about order changes and cancellations.

<h3 id="can-i-change-the-shipping-address-after-ive-placed-an-order"><strong>Can I change the shipping address after I&apos;ve placed an order?</strong></h3><p>Please contact <a href="mailto:orders@ucanco.com"><span style="color: rgb(44, 130, 201);">orders@ucanco.com</span></a> as soon as possible to change the shipping address. We cannot guarantee we will be able to modify the shipping address on your order after you have placed it, but will do our best to try!</p><p><br></p><h3 id="what-happens-if-my-order-is-damaged-during-shipping"><strong>What happens if my order is damaged during shipping?</strong></h3><p>If your order is damaged during shipping, please use our &quot;Report Issue&quot; button at the top of the Help Center. You can also reach out to <a href="mailto:info@ucanco.com"><span style="color: rgb(44, 130, 201);">info@ucanco.com</span></a>. Please include images of your damaged product when you reach out, along with your order number.&#xA0;</p><p><br></p><h3 id="how-do-i-report-a-missing-or-delayed-shipment"><strong>How do I report a missing or delayed shipment?</strong></h3><p>If your shipment is missing or delayed, please contact <span style="color: rgb(0, 0, 0);"><a href="mailto:orders@ucanco.com">orders@ucanco.com</a></span> for further assistance.&#xA0;</p>

Changes & Cancellations

<h3 id="do-you-offer-gift-cards"><strong>Do you offer gift cards?</strong></h3><p>We do offer gift cards! You can purchase a UCAN gift card <a href="https://ucan.co/products/ucan-gift-card"><span style="color: rgb(44, 130, 201);">here</span></a>.</p><p><br></p><h3 id="how-long-are-gift-cards-valid-for"><strong>How long are gift cards valid for?</strong></h3><p>Gift cards are valid for one year from date of purchase.</p><p><br></p><h3 id="can-i-exchange-a-gift-card-for-cash"><strong>Can I exchange a gift card for cash?</strong></h3><p>At this time we do not exchange gift cards for cash.</p>

Gift Cards

<h3 id="which-payment-types-do-you-accept"><strong>Which payment types do you accept?</strong></h3><p>We accept credit cards, debit cards, PayPal, Shop Pay, Klarna, and other regional payment options.</p><p><br></p><h3 id="do-you-offer-buy-now-pay-later"><strong>Do you offer Buy Now Pay Later?</strong></h3><p>We do! We have two options, one is through Klarna and one is through Shopify Pay Installments. Simply select your preference during checkout!</p><p><br></p><h3 id="how-do-i-add-a-new-payment-method-to-my-account"><strong>How do I add a new payment method to my account?</strong></h3><p>You can add a new payment method by going to your <a href="https://ucan.co/account/"><span style="color: rgb(44, 130, 201);">account</span></a> settings and selecting &#x201C;Payment Options&#x201D;.</p><p>Please note: For subscriptions, the payment MUST be added inside the subscription portal, not in your UCAN account. &#xA0;You must go to the update payment method section of the subscription portal.&#xA0;</p><p><br></p><h3 id="is-my-payment-information-secure"><strong>Is my payment information secure?</strong></h3><p>Yes, all payment information is encrypted and securely processed.</p><p><br></p><h3 id="how-do-i-apply-a-discount-code-to-my-order"><strong>How do I apply a discount code to my order?</strong></h3><p>To apply a discount code, enter it in the &#x201C;Discount Code&#x201D; box during the checkout process.</p><p><br></p><h3 id="why-was-my-payment-declined"><strong>Why was my payment declined?</strong></h3><p>Your payment might be declined for several reasons, such as expired form of payment, insufficient funds or incorrect billing information. Please double-check your details or contact your bank.</p><p><br></p><h3 id="how-do-i-request-a-refund"><strong>How do I request a refund?</strong></h3><p>To request a refund, please contact us via our <a href="https://ucan.gorgias.help/en-US/contact"><span style="color: rgb(44, 130, 201);">Contact Us</span></a> page or emailing <a href="mailto:info@ucanco.com"><span style="color: rgb(44, 130, 201);">info@ucanco.com</span></a> with your order number and issue.</p><p><br></p><h3 id="when-will-i-be-billed-for-my-purchase"><strong>When will I be billed for my purchase?</strong></h3><p>You will be asked for payment information before you complete your purchase. We also offer installment payments through Shopify Pay and Klarna, but keep in mind that these are only offered on one-time purchases and not subscription purchases.</p><p><br></p><h3 id="can-i-set-up-a-payment-plan-for-my-purchase"><strong>Can I set up a payment plan for my purchase?</strong></h3><p>Yes, we offer payment plans for certain purchases. We offer installment payments via Shopify Pay and Klarna, but keep in mind that these are only offered on one-time purchases, and not subscription purchases.</p><p><br></p><h3 id="do-you-offer-any-discounts-or-promotions"><strong>Do you offer any discounts or promotions?</strong></h3><p>We occasionally offer discounts and promotions. Please check our website or sign up for our email / SMS notifications to receive those offers direct to your inbox.</p>

Payment

<h3 id="isPasted"><strong>Can I return or exchange my product?</strong></h3><p>Yes, returns and exchanges can be made within 30 days of purchase for a full refund for most UCAN products, unless opened. UCAN must receive the items returned to our warehouse with your original packing slip or the order number, name and email associated with the order before a refund is issued. &#xA0; UCAN will email you a return shipping label and the cost of the return shipment will be deducted from your refund.&#xA0;</p><p><strong>The following products are not eligible for a refund or exchange if they are opened.</strong></p><ul><li>Energy Powder Tubs&#xA0;</li><li>Protein Bags</li><li>Hydrate Jars</li></ul><p><strong>The following items are eligible for a refund if opened -&#xA0;</strong>you will only receive a refund for the items returned that have not been consumed. You will be refunded the value of the product returned. <em><span style="font-size: 14px;"><strong>Example:</strong> You return a box of bars that have 2 bars missing. You will be refunded for the value of the 10 remaining bars in the box.</span></em></p><ul><li><span style="font-size: 14px;">Energy Bars&#xA0;</span></li><li><span style="font-size: 14px;">Edge Energy gel&#xA0;</span></li><li><span style="font-size: 14px;">Hydration sticks&#xA0;</span></li><li><span style="font-size: 14px;">Energy Packets&#xA0;</span></li></ul><p><span style="font-size: 14px;"><strong>Incorrect Address on Order -&#xA0;</strong>If you provide the wrong shipping address on your order and it cannot be stopped before being assigned a shipping label or is delivered to the wrong address because of the incorrect address provided, UCAN will issue a $7.95 shipping charge invoice, which must be paid by the customer, to reship another order to your correct address.</span></p><p>If you&apos;d like to return an order, please reach out to <a href="mailto:info@ucanco.com">info@ucanco.com</a>. &#xA0;We will send instructions on how to return your item at your own expense, or send you a return shipping label and deduct the cost of the return shipment from your refund unless the error was caused by our fulfillment team.&#xA0;</p>

Returns & Exchanges

<h3 id="where-does-ucan-ship"><strong>Where does UCAN ship?</strong></h3><p>UCAN currently only ships to locations in the contiguous United States, as well as Puerto Rico. UCAN does not ship orders internationally. We have international resellers that you can find UCAN outside of the United States <a href="https://ucan.co/pages/international-resellers"><span style="color: rgb(44, 130, 201);">here</span></a>.</p><p><br></p><h3 id="what-shipping-options-do-you-offer"><strong>What shipping options do you offer?</strong></h3><p>We offer standard shipping for $7.95 and expedited shipping for $14.95, which you can choose at checkout. We also offer free standard shipping on all orders over $50. Expedited shipping is not available on subscription orders.&#xA0; Sample packs are all $9.95 shipping.&#xA0;</p><p><br></p><h3 id="how-do-i-track-my-order"><strong>How do I track my order?</strong></h3><p>Once your order is shipped, you will receive a tracking number via the email you checked out with. You can also track your order via our <a href="https://ucan.gorgias.help/en-US/ssp/login"><span style="color: rgb(44, 130, 201);">Order Tracking</span></a> page.&#xA0;</p><p><br></p><h3 id="how-long-does-it-take-to-process-and-ship-my-order"><strong>How long does it take to process and ship my order?</strong></h3><p>Orders are typically processed and shipped within 5-8 business days. Subscription orders ship within 24 hours.</p><p><br></p><h3 id="isPasted"><strong>How do I report a missing or delayed shipment?</strong></h3><p>Please reach out to our customer support team at <a href="mailto:info@ucanco.com">info@ucanco.com</a> to report a missing or delayed shipment.&#xA0;</p><p><br></p><h3 id="isPasted"><strong>What if I need to change the shipping address after I&apos;ve placed my order?</strong></h3><p>Please reach out to our customer support team at <a href="mailto:info@ucanco.com">info@ucanco.com</a> immediately upon realizing the address on your order is not correct. &#xA0;We do our best to make these kinds of changes as quickly as possible before the order gets sent to the warehouse floor. &#xA0;Updating shipping information cannot be guaranteed after your order is placed.&#xA0;</p><h3 id="does-ucan-cold-ship-products"><strong>Does UCAN cold ship products?</strong></h3><p>We currently cold ship Monday to Wednesday our <a href="https://ucan.co/products/peanut-butter-fudge-energy-bar-two-pack">Peanut Butter Fudge Energy Bar Two Pack</a>, <a href="https://ucan.co/products/chocolate-fudge-energy-bar-two-pack">Chocolate Fudge Energy Bar Two Pack</a> and <a href="https://ucan.co/products/fudge-energy-bar-two-pack">Fudge Energy Bar Combo Two Pack</a> during the summer months to prevent melting. &#xA0;An $8.95 surcharge has been added to the product price. Please be advised that shipping to higher-temperature climates increases the likelihood of bar and cold pack meltability. Buyer assumes melting risk in purchasing this pack. &#xA0; As of now, these are the only products we could ship and we do not offer it on other products.</p>

Shipping

Promotions are for one-time purchases only, unless specifically stated by the brand.  Bundles and subscriptions are not eligible. Coupon codes and sale promotions run by the brand are not eligible for first-time subscriptions or renewal subscription

<h3 id="promotion-eligibility"><strong>Promotion Eligibility</strong></h3><p>Promotions are for one-time purchases only, unless specifically stated by the brand. &#xA0;Bundles and subscriptions are not eligible.</p><h3 id="isPasted"><strong>Are coupon codes and promo sales eligible on first-time or renewal subscription orders?</strong></h3><p>Coupon codes and sale promotions run by the brand are not eligible for first-time subscriptions or renewal subscription orders which are already already discounted unless otherwise stated by the brand. &#xA0;Subscription is already discounted at 25% off on an ongoing basis.</p><p><br></p><h3 id="isPasted"><strong>Are bundles eligible for a promotion?</strong></h3><p>Unless specifically stated by the brand, bundles are not eligible for extra discounts or promotions.</p>

Promotion Eligibility

Reach out to us via contact form and one of our team members will be in touch.

Call UCAN phone support. Hours of operation are 9 am ET to 5 pm ET, Monday through Friday.