Refund policy
The guarantee is the promise. This page is the paperwork, in the order you will actually need it.
Send your full name, the email address the order was placed under, and the order ID, to the returns address at 909 Third Avenue, Floor 16, New York, NY 10022, USA. The buyer pays return shipping and the pack advises a tracked service.
After approval the credit takes 3 to 5 business days to issue, then a further 5 to 10 days to appear on the card. Start every claim with a telephone call to the order desk on +1 (302) 200-3480 — this website’s inbox cannot see orders.
What to send
Three items identify an order. The third is the one people leave out, and without it there is nothing to match against.
A returned parcel with no paperwork inside is a bottle in a box. Three things turn it into a refund claim, and all three are in the order email.
Your full name
As it was given at checkout. A shortened first name or a different spelling is enough to slow a match down.
The email address the order was placed under
Not necessarily the one you are writing from now. The one the order confirmation arrived at is the one on the record.
The order ID
From the order email. This is the item that identifies the order; without it a claim describes a purchase rather than referring to one.
Put all three on paper inside the parcel
The desk should already have them from your call, but a parcel and a call are handled by different hands. Paper inside the box removes the guesswork.
Nothing supplied to this site says whether an opened bottle is treated differently from an unopened one, or whether every bottle of a multi-bottle pack must come back. Both are questions for the desk before you post.
Where to send it
Two street addresses were supplied and only one of them is for parcels.
The returns address is 909 Third Avenue, Floor 16, New York, NY 10022, USA. That is where a physical return goes and it is the only address on this site that a bottle should be posted to.
| Address | What it is for | Do not use it for |
|---|---|---|
| 909 Third Avenue, Floor 16, New York, NY 10022, USA Returns | Returns and refunds. This is the address a parcel goes to. | General post, press enquiries, or anything that is not a physical return |
| 461 Fifth Avenue, Floor 8, New York, NY 10017, USA Office | The office address as supplied in the written pack. | Returns. A parcel sent here is not at the returns desk |
| Lakeland FL, 33804 Printed on the bottle | The distributor’s location, under DISTRIBUTED BY: INSTITUTO EXPERIENCE. | Anything posted. There is no street line — a city, a state and a ZIP are not a postal address |
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Posting a return to the office address is the commonest avoidable delay in this whole process, and it costs nothing to avoid. Read the address off this page rather than off memory.
The third row is worth a sentence of its own. The label prints DISTRIBUTED BY: INSTITUTO EXPERIENCE, LAKELAND FL, 33804, and that is all it prints. A city, a state and a ZIP code are a location, not a delivery address, so nothing can be posted there at all.
Confirm the returns address with the desk on the call that opens your claim. Addresses change, and this page can only publish what was supplied to it.
Who pays
A short section, because the answer is short.
The buyer pays return shipping. That is the pack’s own wording. It is a common arrangement and it is still a cost, so it belongs in the decision rather than in a footnote.
The pack also advises using a tracked service. That is worth following. A return that cannot be shown to have arrived is a claim with no evidence behind it, and the extra postage is cheaper than the argument.
Nothing supplied states whether the original outbound shipping cost is refunded. This site therefore says neither that it is nor that it is not — the desk can tell you which applies to your order. It is also worth remembering that no shipping cost was supplied to this site in the first place, so there is no figure here to refund or withhold.
Ask before you pay for postage
The order in the section above is deliberate. The telephone call comes first and the parcel second, because the call is free and the postage is not.
On that call, ask what the desk wants in the box, whether every bottle of a multi-bottle pack has to come back, and whether an opened bottle is treated differently. None of those three was supplied to this site, and all three change what you pay to send.
How long the money takes
Two separate periods, one after the other, and neither starts until approval.
| Stage | How long | What was supplied |
|---|---|---|
| Your call to the desk | — | No duration was supplied. The call itself is what opens the claim |
| The parcel travelling back | — | Not supplied. It depends on the service you chose and you paid for it |
| Approval after it arrives | — | Not supplied. No inspection or approval window was given |
| Credit issued after approval | 3–5 business days | As supplied in the written pack |
| Credit appearing on the card | 5–10 days | As supplied. This part is the card issuer’s, not the seller’s |
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Read the two supplied figures as consecutive rather than overlapping: the credit is issued, and then it appears. The rows marked as not supplied are genuinely blank rather than shortened, and guessing a figure for them would be the same error this site refuses on price.
If the money has not appeared once both published periods have passed, ring the desk with the order ID and the return tracking number. Those two items together let somebody find the parcel and the payment.
The two telephone numbers
Both are real, both were supplied, and they belong to different organisations doing different jobs.
Two numbers are in play on this product. One is in the seller’s written pack and one is printed on the bottle. Neither document explains the other, so this site publishes both with what each is for.
| Number | Whose it is | What it is for |
|---|---|---|
| +1 (302) 200-3480 | The order desk, Slimtidedaily | Orders, tracking, changes and refunds. Starting a refund claim. Asking what the expiry date on your lot is. This is the number for everything on this page |
| +1 (507) 448-8190 | The distributor, printed on the bottle under DISTRIBUTED BY: INSTITUTO EXPERIENCE, LAKELAND FL, 33804 | The number the manufacturer’s distributor printed on the label. It is not the order desk, and nothing supplied says it can see a purchase made through this site |
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Use the first for anything to do with your order. The second is published because it is on the bottle in your hand and a buyer is entitled to know whose it is — not because it is an alternative route to a refund.
The distinction is one of the recorded disagreements between the two documents describing this product, and it is listed alongside the others on the label page.
This website’s inbox cannot see orders
One sentence, repeated deliberately, because it is the single most useful thing on this page.
[email protected] has no view of any order. There is no order system behind it. It is the website’s address and it handles pages, typos, privacy, press, monday to friday, 9:00am to 5:00pm eastern time.
A refund request sent there cannot be looked up, approved or processed. It is not that it will be slow; it is that there is nothing on the other end of it to match your order against. Refund claims go to +1 (302) 200-3480.
The one thing the inbox is exactly right for
If a figure, a term, a name or a source on this site is wrong, the website inbox is the correct place to say so, and the page will be corrected.
A wrong page is a website problem. A missing refund is an order problem. The two channels are not interchangeable in either direction, and sending a claim to the wrong one can cost a fortnight of a 60-day window.
The guarantee and its window →Every channel, and what it answers →
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.