Contact
This product has two telephone numbers printed on two different documents, and they are not alternatives. This page is mostly a table, because getting this wrong costs you a week.
For orders, tracking, changes and refunds, call the order desk on +1 (302) 200-3480. For pages, typos, privacy and press, email [email protected] — that inbox cannot see orders. Both are staffed monday to friday, 9:00am to 5:00pm eastern time.
A second number, +1 (507) 448-8190, is printed on the bottle under DISTRIBUTED BY: INSTITUTO EXPERIENCE, LAKELAND FL, 33804. It is the distributor’s, not this desk’s. Both are real, they belong to different organisations, and nothing on this site merges them.
The routing table
Find your question in the left column. Every channel on this page appears in it exactly once.
| If your question is about… | Use | Why that one |
|---|---|---|
| An order, tracking, a change or a refund | Order desk +1 (302) 200-3480 | It is the only channel with access to order records. A refund claim needs your order ID and it needs to reach this number. |
| A page on this website, a typo, privacy or press | Website inbox [email protected] | It reaches the people who wrote the pages. It has no access to the order system at all. |
| A sales or account question raised by email | Sales email [email protected] | Supplied in the pack as the sales address, and printed on the bottle beside the distributor’s details. |
| The bottle itself — the label, the formula, the distributor | Distributor +1 (507) 448-8190 | Printed on the bottle under DISTRIBUTED BY. It is the distributor’s number and it is not the order desk. |
| Sending a return back | Returns address 909 Third Avenue, Floor 16, New York, NY 10022, USA | Returns go to a different address from correspondence. Sending one to the office address delays it. |
| Correspondence and company details | Office 461 Fifth Avenue, Floor 8, New York, NY 10017, USA | The registered office for this desk. Do not post returns here. |
Scroll this table sideways →
- Hours: Monday to Friday, 9:00am to 5:00pm Eastern Time
- Order desk: orders, tracking, changes, refunds
- Website inbox: pages, typos, privacy, press
- The website inbox cannot see orders
Two phone numbers, and what each one is
This is the single most common way to lose a week on this particular product.
Most supplements have one number. This one has two, because two organisations are involved: the desk that took your order and the company named on the bottle as its distributor. They were supplied by two different documents and neither document mentions the other.
- +1 (302) 200-3480 — the order desk
- Supplied in the seller’s written pack and described there as the number for orders, tracking, changes and refunds. This is the number for anything involving money you have already paid. It is the number the refund policy on this site points at, and it is the one to use with an order ID in front of you.
- +1 (507) 448-8190 — printed on the bottle
- Printed on the side panel under DISTRIBUTED BY: INSTITUTO EXPERIENCE, LAKELAND FL, 33804, beside the sales email [email protected]. It belongs to the distributor named on the label. Nothing supplied says it can see an order placed through this site.
- Which to call about a refund
- The order desk. A refund is a transaction between you and whoever took the payment, and the distributor did not take it.
- Which to call about the formula
- Either is reasonable and the distributor is the one named on the product. The two questions in the section below are about the formula, and they are the two worth the call.
Do not merge them
Some sites print one number and describe it as covering everything. On this product that would be a guess, because the two numbers arrived on two different documents and nothing supplied connects them.
Both are published here, each labelled with what the document it came from says it is for. If you are ever unsure, the order desk is the one with your order in front of it.
The inbox that cannot see your order
It is stated here in the same words it is stated in the pack, because it is the second most common misroute.
The website inbox, [email protected], reaches the people who write and maintain these pages. It is the right place for a factual correction, a broken link, a privacy request or a press enquiry, and it is answered by a person during office hours.
It has no access to the order system. It cannot look up an order, cannot see a tracking number, cannot change an address and cannot issue a refund. An order question sent there has to be forwarded before anything happens, which costs you the time it takes somebody to read it.
Yes
- A figure on a page looks wrong
- A link is broken or a page will not load
- A privacy request about data this site holds
- A press or media enquiry
- A question about how this site is made or funded
Settle this first
- Where is my order
- I need to change my delivery address
- I want to start a refund
- The tracking number has not updated
- I was charged twice
Everything in the right-hand column belongs on the order desk line, +1 (302) 200-3480, with your order ID. Everything in the left-hand column belongs in [email protected].
Two questions worth asking the desk about this product
Both are specific to SlimTide, both have short answers, and neither is on any document supplied to this site.
Most “questions to ask a seller” lists are generic. These two are not. They are the two facts that would change what this site is able to say about the most interesting ingredient in the bottle, and the manufacturer already knows both of them.
How many colony-forming units per capsule, at the end of shelf life?
The label declares the probiotic blend as 36 mg by weight. Weight is what US regulations require and it tells you nothing about how many organisms are alive. NIH’s Office of Dietary Supplements advises choosing products that state colony-forming units at the end of shelf life rather than at manufacture, because probiotics die during storage. Ask for that figure in those words; a count at manufacture is a different and less useful answer.
What are the strain designations for the three organisms?
The panel names Bifidobacterium infantis, Clostridium butyricum and Akkermansia muciniphila and gives no strain for any of them. ODS is explicit that probiotic effects are strain-specific. A strain designation looks like MIYAIRI 588 or ATCC BAA-835 — letters and numbers after the species name. Without them there is no trial, no safety record and no dose to look up.
Write down the answer and the date
Both of these are questions about the product rather than about your order, so the answer may take a call back. Note what you were told and when. If a figure you are given ever appears on the packaging, the two should match.
A third, if the parcel matters to you
Whether the product is shipped with any cooling. The label says “Refrigerate for optimal quality” and, four lines below, “STORE IN A COOL, DRY PLACE”. Nothing supplied to this site says what happens to the bottle in transit.
If you get answers to the first two, this site would like to see them: [email protected]. A published count at end of shelf life and three strain designations would change several pages here, and they would change them in the product’s favour.
What to include when you write
Two short lists. The first saves a round trip on an order, the second on a return.
For anything about an order
- Your full name, spelled as it was on the order.
- The email address the order confirmation went to.
- The order ID from that email.
- What you would like to happen, in one sentence.
- For a delivery problem, the tracking number from the order email.
For a return
- The same three identifying details: full name, email and order ID, enclosed with the parcel.
- A tracked service — the pack advises one, and the buyer pays return shipping.
- The returns address, which is 909 Third Avenue, Floor 16, New York, NY 10022, USA and is not the office address.
- A note of the date you posted it and the tracking reference, kept somewhere you can find it.
Once a refund is approved the pack gives three to five business days for the credit to be issued and then five to ten days for it to appear on the card. Those are the only two timing figures anybody supplied, and they are on the refund page with the rest of the mechanics.
What this desk cannot do
- Give medical advice. Nothing on this site is medical advice and nobody on this desk is a clinician.
- Tell you how many live organisms are in a capsule. No colony-forming unit figure was supplied to this site in any form.
- Tell you the strain designations. Three species are named on the label and no strain appears for any of them.
- Quote a price, a shipping cost or a delivery estimate. None was supplied, which is why none appears anywhere on this site.
- Confirm what a bonus contains or which pack includes one. Six cover images were supplied and nothing else.
- Resolve the label’s storage contradiction. Both sentences are printed on the same side panel and nothing supplied says which governs.
Every one of those is a question the order desk or the distributor may be able to answer even though this website cannot. That is the difference between a desk with records in front of it and a site that publishes only what it was given.
See the SlimTide packs
One, three or six bottles. The price is on the seller’s checkout page, because it is one of the few figures this site was never given — and a figure we were not given is not a figure we will print.
Shipping cost and delivery time were not supplied either, which matters more than usual on a product whose label asks for refrigeration. The guarantee is 60 days from purchase unless the sales page prints longer.
References
The sources behind the numbers on this page.
- Office of Dietary Supplements, National Institutes of HealthProbiotics — Health Professional Fact Sheet · sourceThe definition of a probiotic, what colony-forming units are, the fact that US regulations require total microorganism weight rather than viable CFU, the advice to prefer products stating CFU at end of shelf life, strain specificity, and the safety record in immunocompromised people.
- U.S. Food and Drug AdministrationDietary Supplement Labeling Guide, Chapter IV: Nutrition Labeling · sourceWhat a Supplement Facts panel must carry, and the proprietary-blend rule: the blend's total weight on its own line with the ingredients listed underneath in descending order of predominance by weight.