Frequently Asked Questions
Fast answers for customers, distributors, institutions, and procurement teams. If you don’t see what you need, email us and we will reply in writing.
Orders & Accounts
How do I place an order?+
Select the product you want, review the description and intended support, and complete checkout. If you need help selecting a product, email Customer Care and include your goal (sleep, digestion, joint support, etc.).
How do I check my order status?+
Email Customer Care with your name, email used at checkout, and order details. We provide tracking information as soon as it is available.
What payment methods do you accept?+
Payment options are displayed at checkout. Availability can vary by country and payment processor policies.
Can I change or cancel an order after placing it?+
If the order has not shipped, we may be able to update it. Email Customer Care immediately with the request. Once shipped, changes and cancellations are generally not possible.
How do I contact support?+
Email customercare@lathellnutraceuticalsllc.com. For faster help, include: your full name, your country, the product name, and your question.
Shipping
Do you ship internationally?+
International availability depends on destination country rules and shipping carrier coverage. If your country is not supported at checkout, contact Customer Care for options.
How long does shipping take?+
Shipping time varies by destination and carrier. After shipment, a tracking link is provided when available. International shipments may take longer due to customs processing.
Will I have to pay customs duties or import fees?+
Some countries charge customs duties or import fees. These are set by your local government and are typically the buyer’s responsibility.
What if my package is delayed or stuck in customs?+
Delays can occur due to carrier capacity or customs review. Contact Customer Care with your tracking number. We will confirm shipment details and advise the next steps.
Do you offer bulk shipping for large orders?+
Yes. For bulk or institutional shipments, use the Procurement or B2B inquiry channels.
Returns & Refunds
What is your return policy?+
Return eligibility depends on product condition, shipping status, and applicable policies. Email Customer Care with your order details to request a return evaluation.
What if my item arrived damaged?+
Email Customer Care within 48 hours of delivery and include photos of the product and packaging. We will review and provide the appropriate resolution.
Do you accept returns for opened supplements?+
For safety reasons, opened consumable products are typically not returnable. Exceptions may apply in verified cases.
How do I request a refund?+
Email Customer Care with your order information and the reason for the request. Refunds are handled according to policy and the payment method used.
Safety, Use & Labeling
Are your products FDA-approved?+
Dietary supplements are not “FDA-approved” like drugs. We follow applicable U.S. dietary supplement requirements. Product statements have not been evaluated by the FDA.
Can your products diagnose, treat, cure, or prevent disease?+
No. Our products are intended to support general wellness and body function. They are not intended to diagnose, treat, cure, or prevent any disease.
How should I take your supplements?+
Use the directions on the product label. If you have a medical condition, take prescription medication, or are pregnant/nursing, consult a licensed healthcare professional before use.
Do you offer allergen information?+
Allergen and ingredient information is provided on product labels and documentation. If you have specific allergen concerns, email Customer Care with the product name and your allergen list.
Can I combine multiple Lathell products?+
Some products can be combined depending on goals and individual health status. For safety, consult your licensed healthcare professional if you are unsure or take medications.
B2B, Distributors & Partners
How do I become a distributor or importer?+
Submit a partnership inquiry through the B2B Portal or email the partner team. Include your country, company profile, distribution footprint, and product interests.
Do you offer exclusive territories?+
Exclusivity may be considered based on capability, coverage, and performance. Terms are evaluated case-by-case.
Do you provide marketing and technical support for partners?+
Yes. Approved partners receive structured support including product summaries, documentation, and commercial materials. Some materials may require NDA depending on sensitivity.
Can I private-label or white-label Lathell products?+
White-label and licensing options may be available for qualified partners depending on product category and market. Contact the partner team for available pathways.
Do you require an NDA?+
For sensitive pricing, technical specifications, bulk supply tiers, or proprietary materials, an NDA may be required.
Procurement (Bulk / Institutional)
How do we request bulk Safe Sugar™ or Safe Salt™?+
Submit a procurement inquiry including intended use, volume range, destination country, and timeline. We provide the next steps and documentation based on your use case.
Do we need a Letter of Intent (LOI) or Purchase Order (PO)?+
For initial inquiry, an LOI or PO is not required. For reserved capacity, pricing tiers, or formal procurement pathways, an LOI and/or PO may be requested depending on volume, timeline, and institutional process.
Can you provide a bulk spec sheet and documentation package?+
Yes. We provide spec sheets and professional documentation packages. Some documents may be released only to verified institutional buyers.
What information should be included in a procurement inquiry?+
- Organization name and country
- Buyer type (government, NGO, manufacturer, distributor)
- Product interest and intended use
- Estimated volume range and packaging format
- Timeline and delivery destination
- Any regulatory or import requirements
Do you support government or NGO pilots?+
Yes. We support structured pilots where appropriate, with documentation and controlled supply planning aligned to institutional requirements.
Technical Docs & Specifications
Do you provide Certificates of Analysis (COAs)?+
COAs may be provided for verified institutional, procurement, or partner requests. Release is controlled to protect integrity and prevent misuse.
How do we request technical data sheets or safety documentation?+
Email your request with the product name(s), your organization type, and your intended use. We will provide the appropriate documentation pathway.
Do you publish registration identifiers publicly?+
No. For security reasons, sensitive identifiers are not published publicly. Verification packages are shared with verified institutions on request.
Where can I find your catalogs and product menus?+
Catalog and menu links are provided in the site navigation. For institutional catalogs and procurement packets, request the package by email with your organization details.