Returns Policy 

We promise 100% Satisfaction Guarantee on Midori Spring products*!

*(Excluding bulk bags (500g & 1kg), wholesale/bulk orders, syrups, drinkware & tea accessories, final sale items and replacements. Please see below).

We currently DO NOT ship to PO BOX addresses.

Unsatisfied customers can request a new product or refund within 30 days by sending us an email at hello@midorispring.com. We will provide a return label free of charge. Once the item(s) have been returned to us, we will provide a refund or credit to your account or payment method.

(If your order has surpassed 30 days, please contact us anyway and we will try our best to help).

100% Satisfaction Guarantee does not apply to multiple refund requests (2 items or more) to avoid fraudulent activity. Once the first return guarantee is claimed, it is defined that the product does not suit your needs. If repeated refund claims on orders are placed multiple times, this will not qualify for a refund.

You may return ALL new, unopened, or items damaged during shipping within 30 days of delivery for a full refund. We'll also pay the return shipping costs.  Please note we require photo and video evidence of damaged items. Please keep the original shipping box, packaging, packing slip, damaged item(s) until further instructions are provided.  

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

Bulk bags, wholesale orders, syrups, drinkware & tea accessories, replacement items are non-refundable.  If your order arrived damaged, please contact us within 24 hours with photo and video evidence. Please take photos and videos of the damage of the entire item. For more details, please send an e-mail to hello@midorispring.com. Please keep all packaging, packing slip, damaged item(s) until further instructions are provided. 

Final Sale items are non-refundable. 

Please note that orders containing complimentary free gifts are not eligible for free returns. Customers are responsible for all return shipping costs associated with these orders. We strongly recommend using a reputable courier service with tracking, as we cannot be held responsible for returns that are lost, delayed, or damaged during transit.

Orders that have been confirmed as delivered by the courier are not eligible for a refund or replacement. The courier’s delivery confirmation serves as proof of delivery and may include the tracking status, delivery photo, signature or indirect signature, or other delivery confirmation provided by the carrier.

Once an order has been officially marked as delivered, we are unable to accept responsibility for packages that are subsequently missing or believed to have been stolen.

If you believe your package was stolen after delivery, we recommend filing a non-emergency police report with your local authorities and providing them with the order and tracking information. You may also wish to contact the courier directly to report the issue and request any additional delivery details they may have available.

Canada Shipping

*FREE Canada  shipping offered for orders over $60 CAD. (Does not include Bulk items 1kg or above. Some exceptions may apply)

Free Shipping does not include the following Provinces/Territories: SK, NWT, MB, NU, YT. Standard Flat Rate: $15 for these locations.

Shipping Times and Cutoffs: All orders placed on the day (before 10:00am EST) will be processed the next business day. Please allow at least 1-3 regular business days for processing and packaging (not including holidays and weekends). The tracking number may take up to 24-48 hours to show information. On some occasions the courier does not update the tracking until it is delivered. 

Shipping Rates: $9.50 - $15 depending on your location in Canada. Rates are subject to change based on courier pricing updates.

USA Shipping

*Free shipping does not apply to Extended Delivery Zones*

Shipping Times and Cutoffs: All orders placed on the day (before 10:00am EST) will be processed the next business day. Please allow at least 1-3 regular business days for processing and packaging (not including holidays and weekends). The tracking number may take up to 24-48 hours to show information. On some occasions the courier does not update the tracking until it is delivered. 

Mainland States

• Standard Flat Rate: $7.95 - For all Mainland USA orders below $50, we ship via USPS Ground, Amazon Logistics 
• Free Shipping: for orders above $60 (Does not include Bulk items 1kg or above. Some exceptions may apply)
• Expedited Shipments are available at higher costs, please go through our check out checkout page to see final cost.

*Extended Delivery Zones & APOs (American Samoa, Guam, Virgin Islands, New Mexico, APOs, Puerto Rico, Hawaii, Alaska, Micronesia, Northern Mariana Islands, Palau)

• Standard Flat Rate: $12- USPS Priority, for orders below $60
• Discounted Shipping: for orders above $50 (Does not include Bulk items 1kg or above. Some exceptions may apply)
• Expedited Shipments are available at higher costs, please go through our check out checkout page to see final cost.

**We currently DO NOT ship to PO BOX addresses.

Worldwide Shipping

We offer international shipping from our fulfillment centers at Amazon in the following countries: UK, Germany and surrounding regions, and Canada. Due to Brexit we are unable to ship from Amazon UK to surrounding regions. If you have any questions regarding international shipping, please send us an e-mail. 

Note not all products are available internationally at any given moment. Our website displays products that are in stock in the US. In the case that your order is not available in your country, we will contact you to notify you and/or refund your order due to unavailability. Alternately you can contact us via email at hello@midorispring.com to inquire about our international availability.

Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.

Duties and Taxes 

Our warehouse in Canada, UK, and Germany carry a portion of our inventory and will ship to their respect countries without additional duties or taxes. However, in the case we must ship an order from the US, the customers are responsible for their individual countries duties and tax charges. We will try to contact and notify you of your shipment in these situations prior to dispatching.

Cancellations 

If you need to cancel an order, please contact us immediately. Cancellations will be reviewed case by case and restocking fees may apply. Once an order has been processed and shipped, it cannot be cancelled. Please refer to our returns policy above.

Wrong Address Policy

If you have made an error in entering your address, please contact us immediately, We cannot guarantee that we can update your address. Please note our office and warehouse are closed on weekends and holidays. 

Please note that we cannot intercept packages once dispatched from our warehouse. We suggest that you contact your carrier with your tracking information immediately to note any changes to your delivery.

We are unable to provide a full refund if your package was delivered to the wrong address you input at the time of your order. You may request a replacement and it will be reviewed case by case. A re-ship/replacement fee may be charged.