I didn't receive my order.
We use UPS as our primary method of delivery and we use the United States Postal Service (USPS) Priority Mail (2-3 days). We attach a tracking ID number on all of our shipments. 

A tracking ID number does not guarantee delivery, but it will tell us if your package was delivered or not and on the exact day and time. Using email, we supply you with the Tracking ID Number and a web link that enables you and us to verify delivery. If you did not receive your order and the Tracking ID number confirms that it was delivered, we will contact UPS and start a trace. UPS assumes all liability for lost orders. If UPS decides they are at fault, we will re-ship the original order, and of course, at no cost to you.

I received my order, but its not what I ordered or it is incomplete.
If your order is wrong or incomplete, we will replace it with the correct items that you requested at our expense and you'll get a letter of apology and with promptness.

We will verify your order against our computer generated records. Our records are created by your input. If you make a mistake, we will replace your order at your expense. You will have to pay for shipping cost to return the items to us and the shipping cost to us to return the correct item to you. Please - please - please review your order before placing the it.

If you make a mistake and catch it before we ship, we'll be more than happy to open the package, replace the items and reseal with no cost to you. Our shipping time varies by about an hour from day to day. Please contact us as soon as possible by toll free or email by 11:30AM Central Standard Time. If the package ships before you call us, regardless of the time, please understand that we will not accept responsibility or expense.

Should you have to return your order.
Repack the product in the original packing materials used to ship it to you. You can make a copy of your invoice and circle the item(s) you are returning or just a hand written letter will do. We will attempt to resolve any problems in a fair and equitable manner. If we deem that you are responsible for the postage fees, we will refuse any CODs. If we do accept a COD by mistake, we will not re-ship the order until we receive incoming and outgoing postage from you. Please - let's communicate first before you return an item.

Please use the same shipping method that we used to ship the product to you.

Return your package to:

How do I exchange an item?
If you have found another item that you would prefer over one you have already received, we ask that you place a separate order for the new item and that you return the unwanted item at your expense. Once the returned item has been received at our business, a credit will be issued to your credit card account - less our original shipping cost. We will not refund shipping fees. We will not replace opened bags of coffee or food products or any items that we deem cannot be resold. We do not charge a restocking fee. Please see instructions above for how to return a package.

TotallyNawlins.Com is committed to providing excellent customer support. If your order is incomplete, incorrect or damaged, please contact our Customer Service via email sales@totallynawlins.com or you can call us toll free 7 days a week. Our regular hours are Monday - Friday 10:00am to 7:00pm CST and Saturday and Sunday 10:00am to 6:00pm CST at 866-649-1871. You won't always catch us, so please leave a voice mail and/or an email if you get the answering machine.