Refund policy

Refund & Return Policy

For food safety reasons, all purchases are final sale, including food products, glass jars, gift cards and clearance items. The only exception is our First-Bag Promise, described below.

First-Bag Promise

Trying ero for the first time? We want you to love it! If your first bag isn't quite right for you, let us know within 30 days of delivery and we'll make it right.

Refund: Return your bag with at least 50% of the product remaining for a refund, minus a 15% return fee.
Exchange: Want to try another flavour? We'll exchange your bag for a $5 shipping fee, waived with an active subscription.

Our First-Bag Promise applies to one bag per customer, on your first order placed through erostrength.ca. All accessories, such as our glass jar and tote bag, are excluded.

How to Request a Return or Exchange

Contact us: Email contact@erostrength.com within 30 days of delivery with your order number.
For refunds: We'll send you a prepaid return label. Securely pack your original pouch with at least 50% of the product remaining, include your packing slip, and drop it off at a Canada Post location.
For exchanges: Once approved, we'll ship your replacement flavour for a $5 shipping fee, waived with an active subscription.

Eligible refunds are processed within 5 business days of receiving and inspecting your return, minus a 15% return fee.

Please keep your original pouch, as its lot number and best-before date are required for quality assurance. All returns are subject to inspection before approval.

Damaged Items

If your order arrives damaged, you must notify us within 48 hours of delivery. Please email contact@erostrength.com with the following:

A clear photo of the damaged item(s)
A photo of the packaging
Your order number

We use this information for internal quality control and to file claims with the carrier. Once verified, we'll issue a refund or replacement.

Missing Items

If something is missing from your order, contact us within 48 hours of delivery. Please include:

A photo of the packing slip
A list of the missing item(s)
Your order number

Once verified, we'll ship out the missing items or issue a refund.

Refunds

Approved refunds for damaged or missing items are issued to your original payment method within 10 business days. Please note it may take additional time for your bank or credit card provider to process and post the refund.

If it has been more than 15 business days since your refund was approved, please contact us at contact@erostrength.com.