Shipping & Returns

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Legal · Last updated April 2026

How we ship our products, how long it takes to get to you, and how returns and refunds work.

On this page

Order Processing
Shipping Rates & Delivery
Tracking Your Order
Returns
How to Return
Refunds
Exchanges
Damaged or Incorrect Orders
Lost or Stolen Packages
Address Changes

A note from us

This page uses plain language where possible. If anything is unclear, email support@aihealth-forward.com and we’ll walk you through it.

Order Processing

Orders are typically processed within 1–2 business days (Monday–Friday, excluding U.S. holidays). Once your order ships, you’ll receive a confirmation email with tracking information.

Plan subscriptions are activated immediately upon checkout. Physical products in a bundle will be shipped separately.

Shipping Rates & Delivery

Standard shipping — 3–5 business days · $8 flat rate · Free on orders of $75 or more.

Expedited shipping — 2 business days · $18 flat rate.

Overnight shipping — Next business day if ordered before 12 PM PT · $35 flat rate.

Domestic only — We currently ship to the 50 U.S. states. International shipping is not available at this time.

Delivery times are estimates and not guaranteed. Weather, carrier delays, and holidays may affect transit.

Tracking Your Order

Once your order ships, tracking is emailed to you and available in your account. If you haven’t received tracking within 3 business days of placing your order, please email support@aihealth-forward.com.

Returns

We accept returns of unopened, unused products within 30 days of delivery for a full refund of the product price.

Opened products — We offer a one-time satisfaction refund on opened Balance or Balance+ if you’re unsatisfied within the first 30 days. Contact support to initiate.

Plan subscriptions — Cancel anytime from your account. Unused days within your first 14 days are refundable; after that, you can cancel future renewals but not the current period.

Bundles — Bundles are returnable as a whole set only. Individual items within a bundle are not separately returnable.

Ineligible items — For safety, products with broken seals (beyond the first-use satisfaction window), gifts with purchase, and final-sale items are not returnable.

How to Return

To start a return, email support@aihealth-forward.com within 30 days of delivery with your order number and the items you’d like to return. We’ll send you a prepaid return label (for defective or incorrect items) or return instructions.

Pack items securely in the original packaging when possible. Returns received in damaged condition may be subject to a restocking fee.

Refunds

Once we receive and inspect your return, we’ll email you confirmation and issue a refund to your original payment method within 5–10 business days. Your bank may take additional time to post the credit.

Original shipping fees are non-refundable unless the return is due to our error or a defective product. In those cases, shipping is fully refunded.

Exchanges

We don’t process direct exchanges. To exchange an item, return the original for a refund and place a new order for the item you’d like.

Damaged or Incorrect Orders

If your order arrives damaged or you received the wrong item, email support@aihealth-forward.com within 7 days of delivery with your order number and a photo. We’ll ship a replacement or issue a full refund, including shipping, at no cost to you.

Lost or Stolen Packages

If tracking shows your package as delivered but you can’t find it, please check with neighbors and your local delivery location first. If it still can’t be found, email us within 14 days of the tracked delivery date and we’ll help file a claim and arrange a replacement where appropriate.

Address Changes

If you need to change your shipping address, email us within 1 hour of placing your order. Once an order has entered processing, we may not be able to reroute it.

Questions?

We're here to help.

Reach our support team at support@aihealth-forward.com.