Return Policy
Terms for Physical Products
ORDERS & DELIVERY
When will I get my order?
Usually, it takes 2–7 days to fulfill an order, after which it’s shipped out. We work with an on-demand order fulfillment company with facilities worldwide. The shipping time depends on your location, but can be estimated as follows:
- USA: 2–4 business days
- Europe: 6–8 business days
- Australia: 2–14 business days
- Japan: 4–8 business days
- International: 10–20 business days
Some of our products (except our cards) are made especially for you as soon as you place an order, which is why it takes us a bit longer to deliver it to you. Making products on demand instead of in bulk helps reduce overproduction, so thank you for making thoughtful purchasing decisions.
How do I track my order?
You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at support@aboutmybrain.com.
If your order shows as 'held in customs' please contact the carrier to follow-up and provide them with your tracking number, you can also contact your local customs office.
Will I be charged customs for my order?
An additional customs and tax fee can occur on international orders. This fee is not within our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.
If you order in held in customs, it may be because you need to pay import duties, please ensure you contact the shipping company to follow this up if you find that you package is held in customs. You should also receive a notification from them via email or phone to make this payment.
My order should be here by now, but I still don't have it. What should I do?
Before getting in touch with us, please help us out by doing the following:
- Check your shipping confirmation email for any mistakes in the delivery address, email and phone number
- Ask your local post office if they have your package
- Stop by your neighbors in case the courier left the package with them
If the shipping address was correct, and the package wasn't left at the post office or at your neighbor’s, get in touch with us at support@aboutmybrain.com with your order number. If you did find a mistake in your delivery address, we can send you a replacement order once the product is returned to sender, but shipping will be at your own cost.
How are your products made?
For certain products, we partner with third-party print-on-demand suppliers (though our card decks are printed in bulk using traditional methods). Our other products are manufactured at facilities located around the world, allowing your order to be printed and shipped from the location that can fulfill it most efficiently. For books, we use third-party distribution networks, and these items are printed and shipped on demand by companies such as Amazon or Lulu.
Our print-on-demand products are produced using non-traditional techniques such as digital printing, all-over printing, or sublimation, depending on the specific item. For all-over printing and sublimation, the design is first printed on paper with dye-based ink and then transferred onto fabric using heat, which may result in slight variations compared to traditional print methods. These approaches enable us to offer unique products quickly and efficiently while also being more environmentally friendly by minimizing overproduction.
While we strive to deliver high-quality products, please be aware that the final production and distribution are managed by third-party factories and distribution centers, not by our in-house team at the About My Brain Institute. As a result, we do not have control over the printing quality or delivery timeframes. However, if you experience any issues or have questions, please contact us directly, and we will assist you in resolving the matter promptly.
Please read more on refunds/replacements for defective products below.
RETURNS, REFUNDS & REPLACEMENTS
!!!! PLEASE DO NOT RETURN THE ITEM TO THE ADDRESS LISTED ON THE PACKAGING !!!! CONTACT US FIRST TO GET FURTHER INSTRUCTIONS.
I received a wrong/damaged/defective product, what should I do?
We’re so sorry if the product you ordered arrived damaged or defective. To help us resolve your issue quickly, please email us at support@aboutmybrain.com within 7 days time of receiving your order with the details listed below:
- Photos (better yet video evidence) of the wrong/damaged/defective product showing the defects or damage clearly is required.
- Please take photos or video showing the product in full, laid flat on a flat surface
- Your order number
- Full name and address
- Any other details you may have about your order
In most cases, we do not require you to return the product (we do not offer return labels). If the item is damaged, defective or you got the wrong product, photo or video evidence clearly showing the defects and the full product will suffice for a claim. Should you choose to return the product, the shipping costs will be the customer's responsibility (we recommend you simply keep it, dispose or donate it). Please contact us first so we can find the best resolution and potentially save you on return shipping costs.
- Refunds are only offered to customers that receive wrong, damaged and defective items.
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Replacements are offered if the item is lost in transit or if the customer wishes to receive a replacement for a damaged or defective item, instead of a refund.
- Exchanges for change of mind or the wrong order are not accepted. However, if there’s something wrong with your order as stated above, we will offer a replacement or refund.
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Change of mind? We are unable to offer refunds or replacements if the print-on-demand product does not meet your expectations or if you change your mind.
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Error in your order? Please be aware that our shop operates through an automated system that processes orders swiftly. Print-on-demand items are immediately sent to the factory for production, while our third party warehouse efficiently handles card deck orders by picking, packing, and labeling them to ensure prompt delivery. In most cases, orders are fulfilled within 15 - 30 minutes of being placed, so we recommend reviewing your order carefully before completing your payment. Our support team is available Monday through Friday and typically responds within 24 hours, though response times may vary due to different time zones our team is located in.
I purchased the wrong size, what can I do?
For clothing or items that are size related, if you’re unsure which size would fit better, check out our sizing charts—we have one for relevant items listed on our store, in the product description section. If you are unsure, please contact us before making your purchase.
Though rare, it's possible that an item you ordered was mislabelled. If that’s the case, please let us know at support@aboutmybrain.com, within 7 days after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund.
Terms for Digital Products and Programs
ORDERS
Upon enrolling and completing payment, one of our team members will verify your registration. Expect to hear from us within 24 to 48 hours to assist in setting up your account and granting access to the lessons and learning resources.
REFUNDS
i4 Neuroleader™ Certifications & Assessment:
There is a 7 day refund policy from the moment you purchase our programs and assessment, and only applicable if the digital content has not been accessed. Before accessing our online programs for the first time, you will be asked to sign an agreement. By selecting ‘continue’ you are forfeiting the possibility of receiving a refund within the 7 day period, since the program will be fully accessible in your account. Refunds are not available for payment plans. If you have started your assessment, you also forfeit the possibility of receiving a refund within the 7 day period.
In-House Programs & Keynote Engagements:
If a workshop, program or keynote is postponed by the client, a written request must be made at least 15 days prior to the delivery date. The session will then be rescheduled at no extra charge, subject to our availability. If canceled within 15 days of the delivery date, a re-booking fee of 50% of the total value of the session will apply. We reserve the right to cancel or postpone services at anytime. In this case, a new date will be agreed with the client.
Coaching, Debriefs & On-Boarding Sessions:
If there was a no-show or the session got canceled by you within 48 hours of the starting time, a fee of US$150 applies to book a new session. If there were any delays in commencing the session, it is your responsibility to advise your debriefer via email before the session starts. If you were late to the session, the debrief would be automatically canceled after 15 minutes of the starting time. A new session would then have to be rescheduled. If the cancellation occurred prior to the 48 hours from the starting time, there would be no additional cost for re-scheduling. This cancellation should be made via email directly with the debriefer, prior to the 48 hours. The debriefer reserves the right to postpone the session. In this case, the session would be rescheduled at a time that is convenient for both parties without any additional charge.
Live online or face-to-face events, workshops, programs and summits:
Registrations are non-refundable. If you are unable to attend, the enrollment can be transferred to someone else or the credit can be used towards any future programs and/or products offered and listed on the About my Brain Institute website. Please note that tickets cannot be resold for commercial gain. We reserve the right to cancel or change event dates, time, line up & venue. Only in this case, refunds will be considered if the About my Brain Institute does not offer an alternate event date suitable to you.