Frequently Asked Questions

All of the products are purchased straight from the manufacturers or their authorized wholesalers.

Every single one of our items is 100 percent genuine and was created with the European market in mind.

So what is certified Organic for baby formula? Every single thing is centered on organic quality. The organic products on our website are produced in accordance with their own organic standards, that exceed expectations of EU organic laws, and have received EU and UK regulatory agencies' organic certifications.
The best option for your baby's formula is organic milk, which is also the best option for the environment because it is produced sustainably. Most products go a step further by making sure that both their production and packaging are beneficial to the environment.

Therefore, by selecting organic formula milk, you are providing the best for both your child and the environment.

Yes some of the products we hold are in a different language!  But do not worry!  Head to your products page on our website and we have it translated for you in English.

On the product's page for each formula we sell, there are thorough preparation instructions that include the right amounts of water to formula powder at various phases of a baby's development.

Packaging designs are routinely updated by manufacturers. We always obtain the most recent inventory directly from manufacturers in order to guarantee the longest expiration dates, thus occasionally you might receive a more modernized box design than what is seen in the site's photos right now.

Although we make every effort to update photographs as soon as new designs are made available, we can't always guarantee that the box design will exactly match the imagery on our product page due to the rapid turnover of shipments entering and leaving our warehouse. Due to variations in packaging, refund requests are not accepted.

Deliveries from the California Warehouse:
On Monday through Friday before 12 PM Pacific, and on Saturday before 10 AM, FedEx or UPS will dispatch express orders (overnight/2-day shipping) the same day. Every other order, including those with free shipping, will be shipped the following business day. For example, if you place an express order on Saturday, September 2, 2017, at 10 AM, it will be shipped out on Tuesday, September 5, 2017, through FedEx Express/UPS. All express orders submitted on Saturday, Sunday, and other holidays will be processed on the following business day.

• Typically, standard shipment arrives in 1-3 business days (Monday through Saturday, excluding holidays).
• Typically, free standard shipping arrives in 1-6 business days (Monday through Saturday, excluding holidays).
• During the Holiday season, there can be a short delay if you place an order.
• We won't be open during US national holidays.

Exports from the EU and the UK:
Only Monday through Friday are considered shipping days, and shipments will depart the warehouse the next business day (unless there is a holiday either here in the US or in the EU). The shipping carriers are not subject to our jurisdiction or control. We have no legal authority over or control over how quickly customs processes each and every package they receive. US Customs and the FDA have the authority to decide what is allowed and what is not through customs. There may be small delays if a product is going to be replenished. Within an hour after placing the order, cancellation requests will be considered, but they cannot be guaranteed.

Currently, we're offering free shipping on purchases of $100 or more from Formuland.

Yes, currently we ship to Canada.

We are saddened to hear that customs is holding your item. Fear not! Contact our customer service department through via email at care@formuland.com.

For orders placed during the hours of 6am to 6pm PST (Pacific Standard Time), cancellation requests will be considered, cancel request needs to be sent to us via email (care@formuland.com) within an hour after the order is placed.  We are able to ship out formulas around-the-clock and guarantee that your packages are delivered as soon as possible because we keep such a small cancellation window. Orders that are placed before or after (6am PST to 6pm PST) this cancellation window are processed right away and shipped from our warehouse. It is impossible to cancel or stop a shipment once an order has left the warehouse.

Example#1: I have placed an order at 5pm PST and want to cancel the order. It is now 5:45pm PST, and I have sent a cancellation request email at care@formuland.com. My cancel request will be accepted because it is not past 6pm PST

Example#2: I have placed an order at 5:59am PST, now it is 6am PST and I've sent the cancellation request.  This order will not be guaranteed of cancellation.  The cutoff windows are 6am PST to 6PM PST, any hours before or after that is not guaranteed of cancellations.

Baby formula is considered as perishable food so it cannot be returned. Since the majority of our products are perishable items, we take this precaution. We must preserve the integrity of our inventory for the benefit of all of our customers. All of our products are safely shipped from pristine, secure locations in brand-new, unopened condition.

Exceptions to the refund policy:

Please notify us immediately if you think you received the wrong or damaged item so we can look into it and make things right. The original package you received should be kept because it will be required as evidence for our internal investigation. Claims without tangible (i.e. photos) evidence won't be considered.

• Damaged Products (item is received with a pierced interior bag or a punctured can, we consider the item to be damaged)
• Incorrect product delivered

Finding the right formula for your infant is probably one of the most stressful thing to do.  So we have created a baby satisfaction guarantee where this will cover 1 item even if used out of an order through store credit till you find the right one. 

For U.S. orders placed less than a month ago, if you have unopened products out of the order and you would like to return to us please click this link here for a refund back through your payment method.  There is a $15 shipping and handling fee that will be applied on your refund, this will be waived if you choose to be refunded through store credit once your return is received at our warehouse.

If you would like to do an exchange and your order is placed less than a month ago then please reach out to us at care@formuland.com.

Mis-deliveries: Once the product has departed our facility, it is the customer's responsibility to get in touch with the shipping provider directly to arrange delivery. In the event that there are any shipping issues, we will do our best to help, but it is the customer's responsibility to be present when the shipment is delivered. We suggest looking through your property's communal spaces and contacting your neighbors if you cannot find an item that is marked as delivered. We do not issue reimbursements for lost or stolen parcels after the courier marks the delivery as delivered. Any packages with tracking numbers that are marked as "undelivered" are still covered by our delivery promise, and we will work with the customer to find a solution.

Changing your address after placing order: Customers agree that Formuland is in charge of delivering to the address they supply when placing an order. Our customer support staff will make an effort to accommodate changes of address after your item has been paid for, but we cannot guarantee a new delivery address. Any failed deliveries caused by a shipment being delivered to the wrong address are not considered refundable. Formuland is not responsible for misdelivered goods once they have left our warehouse in the case that the change of address was not handled by a delivery service in time for the delivery to be redirected. Requests for mail redirection should be avoided because, despite our carriers' best efforts, there is a good chance that the old address will still be used.

Delivery Delay: Despite our shipping partners' best efforts, delays that are out of our control occasionally may prevent packages from being delivered within 1-6 business days. Even though these mishaps are exceedingly uncommon, we suggest customers to give themselves up to 3 weeks for delivery during the busiest holiday seasons. Because not all shipping companies are open on weekends, we do not count Saturdays or Sundays when calculating a 1-6 business day delivery window. Delivery delays caused by the carrier, including any caused by import and customs clearance, are not deemed refundable because they are outside Formuland's control. Formuland has committed to its customers that it will ship out orders within a 24-hour window at the most.

Absolutely Yes! At Formuland we do offer subscriptions for most formulas through our website!  For questions on how to setup subscriptions, or purchasing a single order, and managing your subscription order, please check out our "How-to" page at https://formuland.com/pages/formuland-website-faqs.

Baby formulas needs to be kept in an area that's cool, dry, and free of contaminants like moisture sources. If your infant's formula is in a can, always make sure the can lid is securely closed. If your formula is packaged in a box, make sure the silver bag is properly sealed (for example with a rubber band or in a ziploc bag). Our entire formula is sent from our secured warehouse that is dry and has a cool environment.

Excellent topic, and we are pleased to ease your concerns as parents. Small, dark-colored particles from milk that was dried to an excessive temperature can show up in infant formula.

By powdering the darker specks on a hard surface or dipping them in hot water, you can easily confirm that they are scorched milk particles (which will dissolve in over a short time). Most significantly, you may rest easy knowing that these burnt milk particles have no negative health repercussions.

Additionally, we can confidently state that what you observe is not mold due to the sanitary production of formula at the manufacturers and the repeated analysis of the product for any kind of contamination. I hope this eases your stress, but if you do have any additional worries, please don't hesitate to contact our staff at care@formuland.com.