If a member contacts us and states that they have not received their order, we must verify the following.

LOST ORDER

• Verify the order # they are referencing.
• Verify they have not had more than one other replacement in the last 6 months.
• Check the tracking number on the order.
• Verify that the order was sent to the correct address.  (If address is not correct, please fix it inside of Direct Scale)
• Determine if it has been over 12 business days.
  • Example: If ordered on Monday the 1st, we would not want to replace until Tuesday the 14th.
• Create a replacement order by logging into Corp Admin, while in the Members account click on

• Choose the Replacement tab.

• Choose the correct items and quantity to replace.

• Determine if you will need to charge shipping or waive it. (If our fault, waive the shipping always).  You will also always need to choose a payment method even if it is $0.00 dollars then click Checkout. (If zero dollars you can choose "Cash Deposit USD")

• Enter the date of the last replacement in the "Last Replacement Date" field.

DAMAGED ORDER

• Verify the order # they are referencing.
• Verify they have not had more than one other replacement in the last 6 months.
• Verify that the order was sent to the correct address.
• Order must not have been placed more than 30 days prior to reporting damage.
• Instruct the customer to send pictures of damaged to support@healthyhome.com
• Follow the order placing procedure above
• Enter the date of the last replacement in the "Last Replacement Date" field.

REPLACEMENT POLICIES

1.  Member can only have one replacement every 6 months.
2.  Replacement order must be shipped to the address on the Members account.
3.  Only the Account holder can request a replacement.
4.  12 Business days must expire before replacing a lost order.
5.  Members must submit pictures of damaged product.
6.  Damaged orders must be replaced within 30 days of initial shipment.
7. Send Manager the order information so they can log into replacement spreadsheet.