Disputes and charges
Before you call your bank,
let us help.
If a charge looks wrong, or your order is not what you expected, write to us first. We can see your actual order and sort it out with you directly.
The button opens your email app with a few lines ready to fill in.
Don't recognize a charge?
Most unknown charges turn out to have a simple explanation.
- Someone at home ordered. A partner, family member or roommate may have used the card. Ask at home first.
- The name looked different. Better You is operated by SASA ECOM LLC, and the wording on your statement is set by the payment processor, so it may not match the store name exactly.
- It is a pending hold. A temporary authorization can show for a few days and then drop off on its own.
Still not yours? Tell us and we will look into it with you.
Your order has not arrived
Check the tracking first, then let us help.
Your tracking link is in the shipping confirmation email, and your account shows every order. If tracking says delivered and you cannot find it, email us within 14 days of the delivery date shown. We work with the carrier to look into it and, where appropriate, send a replacement or a refund.
Waiting on a refund?
Refunds go back to your original payment method once your return is checked.
We email you when your refund is approved. After that, your bank or card issuer can take a few extra days to show it. If it seems to be taking longer than our Refund Policy says, write to us and we will send you the refund details.
The order is not what you expected
You have 30 days from delivery to ask for a refund, even if you opened the product.
Damaged, defective or wrong item? Tell us within 7 days of delivery and we send a replacement at no cost to you or a full refund, whichever you prefer.
Why write to us first
A bank dispute is decided by people who only see one line on a statement. We can see your whole order.
A card dispute can take weeks to settle. Writing to us is usually the quicker way to a refund, a replacement or an answer.
Every order is a one-time purchase, charged once at checkout.