Our Policies

Transparency is at the core of how we operate. Review our policies below to understand how we handle returns, shipping, privacy, and more.

Return Policy

Returns accepted within 15 business days of delivery for defective, damaged-in-transit, or spec-mismatch items.
Client must contact via email or phone with order number and issue description.
Items must be in original packaging; opened health & wellness consumables are non-returnable unless defective.
Mystic Valley Logistics LLC covers return shipping for defective or incorrect items; buyer-remorse returns are subject to restocking and shipping fees.

Approved returns refunded within 10 business days of receiving returned goods.
Refunds issued to original payment method; partial refunds for items not in original condition.
Disputes must be raised in writing within 30 days of delivery; response provided within 5 business days.
Unresolved disputes subject to mediation in Berkshire County, MA.

Free cancellation if written notice is received before shipment leaves warehouse or supplier.
In-transit cancellations subject to freight and handling fees.
Custom procurement orders are non-cancellable once a purchase order is placed with the supplier.
Service agreements may be terminated with 30 days' written notice.

Prices listed exclude applicable taxes unless stated otherwise.
U.S. sales tax collected where Mystic Valley Logistics LLC has nexus, based on destination state rates.
Tax-exempt B2B buyers must provide a valid resale certificate or tax exemption form before first order.
International orders: import duties, VAT, and customs fees are the buyer's responsibility and are not included in quoted prices.
Tax documentation (invoices, exemption records) available upon request.

Standard catalog products: minimum order of $500 per purchase order.
Custom procurement: minimum order of $2,000 due to supplier MOQ (minimum order quantity) requirements.
Packaging materials (bulk): minimums vary by SKU and are listed on individual product pages.
No minimums for reorders of previously sourced items already in Pittsfield warehouse inventory.
Contact sales team for volume pricing tiers.

Shipping methods: sea freight, air freight, railway freight, and domestic ground carriers.
Estimated transit times provided at order confirmation; not guaranteed due to customs, weather, and carrier delays.
FOB terms specified per order (FOB Origin or FOB Destination based on agreement).
Amazon FBA Prep: items labeled, packed, and shipped to designated Amazon fulfillment centers per client instructions.
Shipment tracking provided for all orders; clients notified at each milestone.
Risk of loss transfers to buyer per agreed Incoterms.

Personal data collected: name, email, company info, shipping addresses (via login and newsletter signup).
Data used solely for order fulfillment, account management, and marketing communications (with consent).
Data is not sold or shared with third parties except shipping carriers and payment processors as needed.
Newsletter subscribers may unsubscribe at any time via email request.
Data stored securely; access restricted to authorized personnel.
Compliant with applicable U.S. state privacy laws including CCPA for California residents.

Mystic Valley Logistics LLC is a distributor, not a manufacturer; manufacturer warranties pass through to the client where applicable.
Mystic Valley Logistics LLC's liability limited to the invoice value of the affected goods.
No liability for indirect, consequential, or lost-profit damages.
Quality inspections performed before shipment but do not constitute a warranty.
Claims for shipping damage must be filed within 48 hours of delivery with photographic evidence.

Mystic Valley Logistics LLC not liable for delays caused by events beyond reasonable control: natural disasters, pandemics, port closures, government actions, trade restrictions, supplier failures, or carrier disruptions.
Affected orders will be communicated promptly with revised timelines.
Clients may cancel affected orders without penalty if delay exceeds 30 business days.

Health & wellness products distributed in compliance with FDA and FTC regulations.
Electronics comply with FCC standards where applicable.
International shipments subject to U.S. Export Administration Regulations (EAR).
Denied-party and restricted-destination screening performed on all international orders.
Mystic Valley Logistics LLC does not ship to OFAC-sanctioned countries.
Clients responsible for destination-country import compliance.

Promotions valid for stated period only; cannot be combined unless explicitly noted.
Mystic Valley Logistics LLC reserves the right to modify or cancel promotions at any time.
Volume discounts apply to qualifying orders and are subject to product availability.
Specific terms accompany each individual promotion.