Overview

To help us resolve any order issues as quickly as possible, please review the guide below and provide the requested details when contacting our support team. Submitting complete information upfront allows us to expedite replacements, reships, or investigations.

Product Types

All products and bottles are received pre-sealed directly from our manufacturers and suppliers. Sealing methods vary by product type. We currently support three primary product categories:

1. Tub / Powder Products
Examples: Mushroom powder, sports powder, pre-workout, BCAA, creatine

• These use heat seals under the lid (not plastic shrink wrap)

2. Dropper Bottles
Examples: B12 drops, hair & beard oil, vitamin C serum

• May be plastic or glass bottles with droppers

• These use plastic shrink wrap on the outside of the lid.

3. Capsule Bottles

• Typically include shrink wrap and inner tamper seals
  
  

Common Non-Conformance Issues & Required Information

1. Missing Tamper Seal / Heat Seal

Tub / Powder Products

Please submit the following required items to the ODF Team: 

• Photo of the full product

• Photo of the bottom of the tub (lot number + expiration date)

• Photo of the open tub, including:

• The underside of the lid

• Rim of the container

Note: Heat seals may sometimes remain attached to the lid after opening.

Capsule Bottles

Please submit the following required items to the ODF Team: :

• Photo of the full bottle

• Photo of the bottom of the bottle (lot number + expiration date)

• Photo after opening, including:

• Rim of bottle

• The underside of the lid

Dropper Bottles

Please submit the following required items to the ODF Team: 

• Photo of the full bottle

• Photo of the bottom of the bottle (lot number + expiration date)
  
  

2. Incorrect Product / Label Issues

Incorrect Product, Correct Label

Please submit the following required items to the ODF Team: 

• Photo of the product clearly showing the label.

• Photo of the bottom of the bottle (lot number + expiration date)

Resolution:

• Replacement product can be shipped once reviewed by ODF Team

Correct Product, Incorrect Label Applied

Please submit the following required items to the ODF Team: 

• Photo of the product clearly showing the label.

• Photo of the bottom of the bottle (lot number + expiration date)

Resolution:

• Product is safe to use

• Updated labels can be provided or shipped upon request

3. Product Quality Issues (Capsules / Powder)

Examples:

• Capsule discoloration

• Capsules fused together

• Powder inconsistencies

Please submit the following required items to the ODF Team: 

• Photo of full product

• Photo of the bottom of the bottle (lot number + expiration date)

• Clear photo of the issue

Additional Notes:

• Environmental conditions (e.g., heat) may contribute

Resolution:

• Reshipments at client cost can be processed at any time

• ODF will provide a credit to the client account following investigation

• Failure to provide the required information will delay account credits

4. Damage in Transit (Carrier Related)

Examples:

• Leaking powder

• Broken containers

• Punctured bottles

Please submit the following required items to the ODF Team: 

• Photos of damaged product

• Photo of shipping package

Additional Notes / Disclaimer:
ODF is not liable for damage caused by carrier mishandling once the shipment has left our facility. However, we are happy to assist clients with submitting carrier claims for reimbursement where applicable. 

Next Steps/Resolution:
Any damage claims are required to complete a damage inspection report for carrier claims (e.g., USPS).
→ Please refer to our USPS Claims Guide (linked separately)

5. Short Shipped Orders

If an order arrives with missing bottles:

Please submit the following required items to the ODF Team: 

• Photo of all bottles received

• Photo of packaging materials

Resolution:
Clients may reship replacement orders at their expense at any time. Following ODF’s review and investigation of the issue, if the claim is confirmed as an ODF-related error, ODF will reship the order at our expense. If the client has already reshipped the order at their expense, a credit will be issued to the client’s account upon confirmation of the issue on our end. 

6. Label Quality Issues

Examples:

• Wrinkling and/or bubbling

• Ink smudging

• Cosmetic imperfections

Important:
These issues often occur during transit or handling after the product leaves our facility.

Please submit the following required items to the ODF Team: 

• Photo of full bottle

• Photo of any specific issue

Resolution Options:

• Standard cases: We can reprint and ship updated labels upon request

• Influencer / special events: Please refer to the Label Quality Issues Guide (linked separately)

General Notes

• Ensure label photos are clear and readable

• Our team will review and provide next steps (reship, replacement, or claim)