Last Updated:

6/14/2026

1. Order Cancellations & Grace Period

When you place an order on drinknello.com, you have a 4-hour grace period, starting at checkout, to cancel or change that order. This grace period applies to every order placed on our website, including one-time and subscription orders (both the initial order and each recurring order when it is created).

To cancel or change an order within this window, the fastest option is to do it yourself. Open the chat bubble on drinknello.com, sign in with the email address you used to place the order, and pull up your order history to make changes directly. You can also message us in that same chat bubble; our AI assistant is available around the clock and can cancel or change your order. If you would rather email, write to [email protected] with your order number and the change you would like to make. We will honor any request we receive inside the 4-hour window, and if your order has already been released by the time we get to it, we will make it right.

Once the 4-hour grace period has passed, your order is automatically released to our fulfillment center, and preparation begins. After that, we can't cancel the order or make any changes, including items, quantities, or the shipping address. This applies regardless of the order's tracking or delivery status, because the order has already entered our fulfillment process.

This 4-hour grace period applies only to orders placed through drinknello.com. Orders placed through any other platform, including TikTok Shop and Amazon, are governed solely by that platform's cancellation and modification policies, and the 4-hour grace period described here does not apply.

Separately from cancellations, first-time customers may be eligible for a post-delivery resolution under the Nello Guarantee described in Section 8.

2. Returns

Nello does not accept returns. Our products are consumable supplements, and once an order leaves our facility, we cannot restock, resell, or reuse it. We handle approved resolutions under this policy without asking you to ship anything back to us.

In rare circumstances, we may approve a return as a one-time courtesy at our sole discretion. An approved courtesy return is not a right, is decided case by case, and does not establish an ongoing return option for you or for any other customer. We approve a return only when we say so in writing before the package is sent back or refused. We do not accept unauthorized returns, and packages sent back to us without prior written approval may be treated as abandoned.

3. Return Shipping Costs on Approved Returns

When we approve a courtesy return, you are responsible for all shipping costs to return the product to us. This includes postage, packaging, and any fee a carrier charges to refuse, reroute, or return a delivery to sender. Nello does not provide prepaid return labels, reimburse postage, or refund the original shipping charges paid at checkout.

Any refund issued for an approved courtesy return is limited to the product cost, requires the product to arrive unopened and unused, and is processed only after we receive and inspect the package at our fulfillment facility. If the product arrives opened, used, damaged, or incomplete, we may decline the refund or reduce it to reflect the condition of what we received.

4. Subscription Orders

Ordering a subscription means you are signing up for regular, recurring deliveries every 30 days. We make this clear at checkout, and we send email reminders before every subscription order is processed, giving you time to skip, modify, or cancel before the next order is created.

Because these reminders are provided in advance, forgetting to cancel is not a valid reason for a refund. Managing your subscription is your responsibility, and we built advance notifications so you are never caught off guard. Canceling your subscription stops future orders, but it does not entitle you to a refund for an order already placed.

In addition to those reminder emails, each subscription order placed on our website is covered by the 4-hour grace period described in Section 1, giving you a window to cancel or change that order immediately after it is created.

We send your reminder email three days before each subscription order is created, so you always have time to skip, change, or cancel. You can manage or cancel your subscription anytime through your subscription portal here. You can also find step-by-step instructions in our Help Center here.

5. Quality Concerns

If you receive a product with a quality issue, contact us right away at [email protected] with the following, so we can review and resolve it:

• • Your order number
  • The LOT number (found on the bottom of your tub or the back of your pouch)
  • Photos of the product and packaging
  • A detailed description of the issue

We take quality seriously and will work with you to make it right! 

Please contact us within 30 days of your delivery date so we can review the issue while the LOT is still traceable.

6. Ingredient Sensitivities & Allergies

Full ingredient information is listed on every product page, and we ask that you review it before purchasing. If you have an allergy or a sensitivity, you are responsible for checking that information before you order.

If you ordered in good faith and then found that an ingredient does not work for you, contact us at [email protected], and we will review your order. Any resolution we offer in that situation is handled under the Nello Guarantee in Section 8, if you qualify, and this section does not create a separate refund entitlement or extend the Guarantee window.

For any health concern, including whether an ingredient is safe for you given a medication or a medical condition, we encourage you to consult your healthcare provider.

7. Orders from TikTok Shop & Amazon

If you ordered through TikTok Shop or Amazon, cancellations, refunds, and order changes are handled by that platform, and the 4-hour grace period in Section 1 does not apply. We do not have access to modify or refund orders placed on those platforms, so those requests need to go through TikTok Shop or Amazon directly.

For anything else, including product questions, quality concerns, and Nello Guarantee requests, contact us at [email protected] with your order number and we will help.

8. The Nello Guarantee (Worry-Free Policy)

We stand fully behind our products. If you are not satisfied with your first order, contact us at [email protected] within 30 days of your delivery date, and we will work with you to make it right.

How the guarantee works:

• • The Nello Guarantee applies to first-time customers only.
  • You must contact us within 30 days of your delivery date.
  • We will typically offer a replacement, a flavor swap, or store credit, since most concerns can be resolved that way.
  • If our team approves a refund, we handle it on a case-by-case basis. Any resolution under this Guarantee, whether a refund, replacement, flavor swap, or store credit, is limited to a maximum of two products per customer and per address.
  • Our products work best when taken consistently for at least 2 weeks, so we encourage you to give them a fair trial before requesting a resolution.
  • We review all requests on a case-by-case basis and reserve the right to determine, at our discretion, what constitutes abuse of this policy.
  • Bundles and multi-product sets are sold as single items and are resolved as a whole rather than by individual product.
  • Free and promotional items included with an order have no cash value and are not refunded.
  • Approved refunds are issued to your original payment method and typically appear within five to ten business days, depending on your bank.

The Guarantee covers products you tried and were not satisfied with. It does not cover orders where you decided not to use the product at all, including changing your mind or reviewing the ingredients after ordering. Those requests are handled under Sections 2 and 3.

9. Retail & In-Store Purchases

The Nello Guarantee and this Refund & Returns Policy apply only to orders placed through our online sales channels: drinknello.com, our TikTok Shop, and our Amazon store.

If you purchased Nello at a retail store or through a third-party retailer, that retailer's own return and refund policy applies. We can't issue refunds, replacements, or returns for products purchased outside our online channels, as the retailer handles those purchases entirely. Please contact the store where you purchased the product to resolve any issues.

10. Packages Marked as Delivered

Questions? Reach out anytime at [email protected].