Return Policy

Our Return Policy covers:

• Missing products
• Errors in orders
• Damaged products
• Returns due to address errors

Customers are responsible for RTS, return and reshipping fees. Return Here!

Return and Refund Policy (Excluding Apparel)

To begin a return, please visit our Return Centre. 

Biosteel offers a 14 day return and refund policy if the conditions below are met:

• BioSteel will provide a Free Return Shipping Label if an incorrect item was shipped. 
• If you have received an incorrect item and proceed to open/use, it is no longer applicable for reimbursement.
• BioSteel does not cover the cost of shipping on returns, if you do not like the product.
• BioSteel does not cover the cost of an order due to address error. Contact Support Team for solutions. 
• We are not responsible for products that have been stored incorrectly by the customer or products that have expired/gone off due to storage negligence or did not finish the product in time..
• We cannot accept returns based on taste, mix-ability, consistency, or appearance because most products (protein, extracts, amino acids, etc.) are of natural sources or synthetically derived and these characteristics may change from time to time which are out of our control. 
• Returns can be processed through the Return Center, you have 14 days upon placing the order to submit a return request. 
• All returns must be mailed within 30 days of receiving the order. If not, the order is no longer applicable for a refund. 
• If there was a promotional item included in your order which was part of the promotional item you are returning you must return the promotional item as well or we will not issue the refund.
• BioSteel must be contacted within 24 hours of delivery date, if there was a missing item. Please contact our Support Team with a photo of the packing slip and product received.
• Returned items cannot be marked, damaged, opened, and must be in reasonable condition.
• Full refunds will be granted ONLY if the above conditions have been met, minus the cost of the initial shipping fee.
• We do not accept exchanges, and open products are not accepted into our facility.
• If you wish to return an item and the order total after your return drops below the $100 subtotal for free shipping a flat rate shipping fee will be subtracted from your return total given back to you.
• Returns or order cancellations can only be refunded to the original card or in the form of store credit. No refunds will be in the form of cash, cheque, PayPal, or to a different debit/credit card than the one originally used for purchase.

Incorrect Items/Orders

• If you received an incorrect item or order do not open any of the products and contact us immediately, so we can rectify the issue. 
• If a product is opened, that product will no longer be accepted for a return, credit, or refund.
• A photo of the packing slip and product received is required to further assist your claim.
• If you received an incorrect item, please visit our Return Centre. 

Damaged Product

• Please contact our Support Team, provide a photo of the packing slip and product received is required to further assist your claim.
• We do not cover the cost of transit damages, If your order has Route Insurance you can file a claim with Route here.
• Team Bottles, Spouted Team Bottles, Shaker Cups, Half Gallon Straw Bottles are not applicable for free replacement lids. If your bottle arrived damaged, please contact our Support Team. Providing a photo of the packing slip and product received depicting the damages is required to further assist your claim.

Missing/Stolen Order

• Please contact our Support Team if there is an item missing from your order.
• A photo of the packing slip and product received is required to further assist your claim.
• Be sure to check with neighbours or other house members to ensure your order was not received. 
• Biosteel  does not cover the cost of theft. If your order has Route Insurance you can file a claim with Route here.

Short-dated Product

• Short-dated products will display a note saying, "Short-dated product. This item expires in 30-90 days—buy now while it's still fresh.”
• If no specific date is provided, the product remains good through the end of the month indicated
• Short-dated products are not applicable for returns or refunds.
• Please contact our Support Team for more information.