JointBrex Refund Policy
To request a refund, contact the order desk at +1 (302) 200-3480 with your full name, email and order ID, then ship the return, tracked at your own cost, to 5 Park Avenue, Floor 18, New York, NY 10016, USA. Refunds credit in 3-5 business days, then take 5-10 days to show on your card. Bonus guides have no cash value.
The refund process, start to finish
Five steps. Each one is covered in more detail below.
This page is the operational half of a refund: who to contact, exactly what to send them, where a return physically goes, and how long each stage takes once it starts moving. The eligibility question — whether you are inside the window at all — is covered separately on the guarantee page. Read that one first if you are not sure you qualify; read this one once you know you do and just need to get it done.
Contact the order desk
Call +1 (302) 200-3480 or email [email protected]. Do not use this site's own inbox, [email protected], which cannot see or act on orders.Send your full name, email and order ID
The same three details the order desk needs to find your purchase and confirm the window is open, detailed below.Get the return address and any instructions
The order desk confirms where to send the bottles back and what, if anything, they want included with the package.Ship it back tracked, at your own cost
Keep the receipt and the tracking number until the refund is confirmed.Wait for the credit, then the timing to your card
3 to 5 business days after the return is credited, then 5 to 10 days to show on your statement.
Nothing on the bottle tells you where to send it back
Nothing on the physical bottle or box tells you where to send a return. That information lives only in the seller's published terms and in what the order desk gives you when you call, which is one more reason to start this process by phone or email rather than by guessing from the packaging.
The label does carry the safety-seal warning, "DO NOT USE IF SAFETY SEAL IS DAMAGED OR MISSING." If you are returning a bottle because the seal was already broken on arrival, that is a distinct situation from an ordinary change-of-mind return, and it is worth saying so explicitly when you contact the order desk, since it may be handled as a shipping-damage issue rather than a standard return. The shipping page covers that scenario in more detail.
Who to contact about a refund
Who to contact
The order desk: +1 (302) 200-3480 or [email protected]. This is the only contact point that can see your order, start a return, or process a refund.
Who not to contact for this
[email protected], this site's own inbox, Mon-Fri 9:00am-5:00pm ET. It handles page content, typos, privacy and press questions, and it genuinely cannot see your order.
Sending a refund request to the wrong address does not lose it forever, but it does add a delay while someone reads it, cannot act on it, and points you back to the order desk. Starting there directly is faster every time.
Phone versus email is mostly a matter of preference and urgency. A call to +1 (302) 200-3480 gets a same-conversation answer, which matters if you are close to the edge of the 60-day window and want confirmation your request is on record before that window closes. Email is fine when you are not in a hurry, but keep a copy of what you sent and when, in case the exact timing becomes a question later.
What to send: name, email, order ID
full name, email and order ID. That's the whole list; nothing else is required to start a return.
Three pieces of information are what actually let the order desk find your purchase and start a return. None of them is unusual to ask for, and having all three ready before you call or email saves a back-and-forth.
| Detail | Why it's needed |
|---|---|
| Full name | Matches the name on the order, one of the fastest ways to locate it |
| Email address used at checkout | The order confirmation and any shipping emails went here; it's the second lookup field |
| Order ID | The specific identifier for your purchase, found in the order confirmation email |
If you cannot find your order ID, the order confirmation email is the first place to look; it is sent at the moment you check out, separately from the later shipping and tracking email. The order desk can also search by name and email alone if the ID is genuinely lost, though giving all three the first time is faster.
Where a return goes, and who pays for it
Return address
5 Park Avenue, Floor 18, New York, NY 10016, USA
Confirm this address with the order desk before shipping; the order desk may give you a specific reference to include on the package.
Who pays for return shipping
The buyer pays return shipping. Use a tracked service and keep the receipt. Choose a shipping option with tracking, not the cheapest untracked option, since the tracking number is your proof the package was sent and received if a question comes up later.
What to actually put in the box
Beyond the bottles themselves, include something in the package that identifies whose return it is: a printed copy of the order confirmation email, or a note with your name, email and order ID written clearly. A box of unlabeled bottles arriving at a returns address with nothing identifying the sender is a genuinely hard package to match to a specific order, and that mismatch is one of the more common reasons a return sits unprocessed longer than it should.
- All bottles being returned, whether opened or still sealed
- A printed order confirmation, or a note with your full name, email and order ID
- Nothing else is required unless the order desk specifically asks for it
Do not send back the bonus guides. They are digital downloads, not physical items, and there is nothing to ship for them either way.
How long a refund actually takes once it's moving
Two stages, not one: credit first, then the time for that credit to reach your statement.
Two separate clocks run after a return ships, and it helps to know which one you are watching at any given moment.
| Stage | Timing |
|---|---|
| Return arrives and is inspected | Not separately published; begins once the order desk receives the package |
| Refund credited after the return is processed | 3-5 business days after the return is credited |
| Credited refund shows on your card statement | then 5-10 days to show on the card |
Add those two stages together and a credited refund can take a bit under two weeks to actually appear on a statement after the order desk has the returned bottles in hand, on top of however long the return shipment itself took to arrive. That total is not published as one figure anywhere, which is why it is worth adding up here rather than assuming "a refund" means "tomorrow."
The most common reason a refund feels slower than expected is not that any single stage ran long, but that all four stages get compressed into one mental deadline: the day you shipped the return. In reality you are waiting for a package to arrive, then for it to be logged and credited, then for a card network to post that credit. None of those steps happens the moment the package leaves your hands, and none of them is something the order desk can speed up by much once it is underway.
Partial returns, and the bonus guides
A return of some, but not all, of the bottles in a multi-bottle order is handled as a partial return: the order desk credits the portion actually sent back, not the full order total. If you ordered six bottles and return four still sealed, expect the refund to reflect those four, not the whole $294. Ask the order desk to confirm the specific amount before you ship anything back, since a partial refund depends on the per-bottle value the order desk applies, which is not published as a standalone figure separate from the kit price.
The five digital guides bundled with the 3 and 6-bottle kits (Nerve Renew Guide, Natural Nerve Recovery, Fortifying Vitamins, Renewed Nerves Challenge, Personalized Usage Guide) are downloads with no cash value. They are not deducted from a refund, and they cannot be returned or exchanged for money, because there is nothing physical to send back and no dollar figure attached to them in the first place.
Partial returns on a multi-bottle order, specifically
A partial return matters most on a six-bottle order, where the guarantee window realistically closes while several bottles are still sealed, a mismatch the guarantee page covers in detail. If you are in that situation, the four or five sealed bottles are exactly what a partial return is built for: you keep and are not refunded for whatever you opened, and send back what you never used.
Ask the order desk to state the partial-refund amount in writing, over email, before you ship anything. That confirmation is what you would point back to if the credited amount does not match what you expected once it lands.
Chargebacks: a last resort, not a first step
A chargeback through your card issuer is a last resort, not a first step. It exists for situations where the normal return process has genuinely broken down: the order desk is unresponsive, a return was received and confirmed but no refund followed, or something similarly gone wrong after a good-faith attempt to use the process above. It is not a shortcut around waiting out the timing described above, and it is not the right tool if you simply have not tried contacting the order desk yet.
- Try the order desk first, by phone and by email, and give them a reasonable chance to respond
- Keep every email, tracking number and confirmation from the return process
- Use a chargeback if the order desk is unresponsive or a confirmed, credited refund never arrived
- Expect your card issuer to ask for the same documentation you'd want ready for the order desk anyway
Filing a chargeback while a return is still legitimately in transit or within the published processing window can also complicate a refund that was already going to happen normally, so the order-desk route is worth exhausting first in almost every case.
A chargeback is also a different relationship than a refund request: it is a dispute with your card issuer about a specific transaction, not a request to the order desk at all. Card issuers generally expect you to have made a genuine attempt to resolve the issue with the merchant first, and being able to show that attempt, dated emails, a call log, a tracking number, makes a legitimate chargeback stronger, not weaker.
None of this is specific to JointBrex; it is how chargebacks generally work with most card issuers. It is included here because a refund process page is exactly where someone reaches for this step when something has genuinely gone wrong, and it is worth knowing what the step actually involves before you take it.
Refund Policy: common questions
Who do I contact for a JointBrex refund?
The order desk at +1 (302) 200-3480 or [email protected]. This site's own inbox, [email protected], cannot see orders and cannot process a refund.
What information do I need to give for a refund?
full name, email and order ID. Those three details let the order desk find your purchase and confirm the return process.
Where do I send a JointBrex return?
5 Park Avenue, Floor 18, New York, NY 10016, USA, after confirming with the order desk. The buyer pays return shipping. Use a tracked service and keep the receipt.
Who pays for return shipping?
The buyer pays return shipping. Use a tracked service and keep the receipt. A tracked service is worth the extra cost, since the tracking number is your record that the package was sent and received.
How long does a JointBrex refund take?
3-5 business days after the return is credited, then 5-10 days to show on the card, once the order desk has received and processed the return. That's on top of however long the return shipment itself takes to arrive.
Can I return just some of the bottles from a multi-bottle order?
Yes, as a partial return, which credits the value of what you actually send back rather than the full order total. Confirm the specific amount with the order desk before shipping anything.
Do I get money back for the bonus guides if I return my order?
No. The five bundled digital guides have no cash value, so nothing is deducted from your refund for keeping them and nothing is credited for returning access to them.
When should I file a chargeback instead of requesting a refund?
Only after trying the order desk first and giving the published timing a chance to play out. A chargeback is for when that process has genuinely broken down, not a substitute for starting it.
Keep reading
The 60-day badge and the 30-day reality
Whether you're inside the real refund window in the first place, and the six-bottle problem.
Read →Shipping cost, tracking, and what's not published
The outbound side of an order: free shipping on the bigger kits and no published delivery window.
Read →Why the official checkout, not a marketplace listing
This refund process applies to orders placed through the official checkout, not a resold bottle.
Read →Order JointBrex from the authorized retailer
60 servings per bottle, 1 to 2 droppers a day. Kits of 2, 3 or 6 bottles run from $49 a bottle on the sales page, with a 60-day money-back guarantee. Questions first? Call +1 (302) 200-3480.
