Refund, Return, and Exchange Policy 2025

Refund, Return, & Exchange Policy

All Sales Are Final

Due to the nature of our products and the challenges of shipping from our off-grid wilderness location, all purchases are final. No returns or exchanges will be accepted.

Damaged or Lost Orders

If your order is lost in transit or arrives damaged, we are happy to send a replacement at no extra cost—provided that you:

  • Email us at support@phoenixaurelius.org with:
    • A clear photo of the damaged item
    • A photo of the shipping box it came in
    • Photos of the packing material
  • Verify the damaged/missing item via a special link we will send you (this helps us process an insurance claim for your package).

We cannot issue refunds for lost or damaged items—only replacements.

Shipping Delays & Order Cancellations

We are located in a remote, off-grid region that experiences severe winter snowstorms, heavy rainfall, and impassable muddy roads. These conditions can delay shipping beyond our standard 14-business-day fulfillment window.

By placing an order, you acknowledge that shipping delays due to weather or terrain conditions are out of our control. Refunds, returns, or cancellations will not be granted due to these delays.

We do our best to get your package out as quickly as possible and will contact you if significant delays occur.

Out-of-Stock Items & Inventory Errors

If we make an error and an item you ordered is out of stock, you can choose to:

  1. Wait for restocking – Some products take months to produce, as we wild-harvest and process them seasonally. If you opt to wait, we will notify you when your order is ready.
  2. Receive a refund – If you prefer not to wait, we will issue a full refund for the unavailable item.

Final Note

We appreciate your understanding and support as we navigate the unique challenges of shipping from our wilderness-based facility. If you have any questions, please reach out to us at support@phoenixaurelius.org before placing your order. 

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