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SHIPPING & RETURNS

Where do you ship?

At this time, Mend After can only ship within the United States.

What is the cost of shipping & handling?

The cost for shipping and handling is based on cart subtotal, excluding downloadable products, gift certificates and taxes

• $0.00 – $39.99 | $5.99
• $40.00 – $74.99 | $9.99
• $75.00 or more | FREE SHIPPING

How long will it take for my order to ship?

Most orders ship within 7 business days via UPS, FedEx, or USPS. Please refer to our Shipping Policy for more information.

Can I expedite my delivery?

Unfortunately we are not able to offer expedited delivery at this time.

Can I ship products from one order to different locations?

Unfortunately we are not able to provide that at this time.

How do I track my order?

  1. Log into your account
  2. Click on ‘Orders’
  3. Click the order number you want to track. Shipment details will be listed

How can I return an order?

  1. Log into your account
  2. Click on ‘RMA’
  3. Follow steps listed

My order was delivered to the wrong address.

Please contact our customer support team to adjust your delivery address details.

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How long does a return take to process?

Once your return is received in our warehouse, it will be processed within 2 business days. Refunds typically reflect in your account within 5 business days after your return is processed. Mend After will not be responsible for loss or damage of return shipments. A refund will be issued to your original form of payment for the full purchase price (excluding return shipping charges, discounts, shipping and handling charges, and any separate fees).

Will I be charged for shipping on a return?

Return the products on your own via USPS, FedEx, UPS, or any other traceable method and receive a refund for the full purchase price (excluding return shipping charges, discounts, shipping and handling charges, and any separate fees).  We encourage you to insure your package.

How do I exchange a product?

Please contact our customer support

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MY ACCOUNT

Do I need to register to place an order?

While we encourage you to register for the convenience of accessing all of your order and account information in one place, you may make a purchase as a guest without registering.

How do I register?

You may create an account by providing us with your name and e-mail address.  Users who have created an account are able to access their account through the ‘LOGIN/REGISTER’ section of the Website and manage their shipping and billing addresses, view their recent orders and edit their password and account details.

How to reset my password?

Resetting your password via email

  1. Click on ‘Lost Your Password?’ from your login screen
  2. Enter your email address in the email field and click ‘Reset Password’
  3. If there is an account associated with your email, you will receive an email with a link to reset your password.
  4. Click on the link within the email
  5. Enter your new password and confirm password

 

Resetting your password from within my account

  1. If you are already logged in into your account, you can reset your password by clicking on ‘Account Details”
  2. Enter your current password and new password
  3. Confirm your new password and Save Changes

How will I know when my order ships?

You will receive a shipment confirmation e-mail after your order has shipped which will include the shipping method and tracking number for your shipment.

How to update my shipping & billing address?

  1. Login to your account
  2. Click ‘Addreses’ on the left panel navigation
  3. Shipping and billing address will be editable from this screen

How do I unsubscribe from Mend After marketing emails?

To unsubscribe from marketing emails, please click on the unsubscribe link located in the footer within the email.

MY ORDER

When will I be charged for my order?

You will be charged immediately upon clicking ‘Place Order’

When will I receive my order confirmation?

You will receive an order confirmation e-mail shortly after placing your order which will include your Order# and a summary of your purchase.

How will I know when my order ships?

You will receive a shipment confirmation e-mail after your order has shipped which will include the shipping method and tracking number for your shipment.

How can I cancel my order?

To cancel an order, please contact our customer support and provide details.  We will do our best to try and cancel the order before it ships.  Orders may not be cancelled once they have been packaged for shipping or are in a shipped status.

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When will I receive my order confirmation?

You will receive an order confirmation e-mail shortly after placing your order which will include your Order# and a summary of your purchase.

How will I know when my order ships?

You will receive a shipment confirmation e-mail after your order has shipped which will include the shipping method and tracking number for your shipment.

Do you offer gift wrapping?

Unfortunately, we do not offer gift wrapping at this time.  However, we do sell Gift Sets Please look at our products for Gift Sets.

I want to order a product but it is out of stock

You can sign up to be notified when a product is back in stock by entering your email address on the product page below ‘Add to waitlist to be notified when it is back in stock’, and click on ‘Add to waitlist’.  We will send you an email once the product is back in stock.

What if one of the products in my order becomes out of stock prior to shipping?

In the unlikely event that occurs, our customer support team will notify you and you will have the option of waiting for the item to be back in stock or receiving a refund for the product that is out of stock.

I received an incomplete order.

If you placed an order for more than one item, please note that items from Mend After are often shipped separately.  Please contact our customer support team if you do not receive your full order in a reasonable amount of time.

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I received the wrong order.

Please contact our customer support team to adjust your delivery address details

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I received a product that is missing parts.

Please contact our customer support team and provide details regarding what is missing in your order

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Can I use my medical insurance for some of the services offered?

You may submit some receipts direclty your insurance company, which may cover the cost of some items or services.

MY PRODUCT

My product is damaged, can I get it replaced?

Absolutely.  Please contact our customer support team and provide details to receive your replacement.

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What is the warranty on my product?

In the event you are not completely satisfied, we’ll gladly provide an exchange or refund your purchase price for items returned in their original condition within 30 days after you receive them (excluding return shipping charges, discounts, shipping and handling charges and any separate fees).  Refunds will be made to your original form of payment.

PAYMENT METHODS

What payment types does Mend After accept?

• Visa
• Mastercard
• American Express
• Discover
• Paypal

How long will it take for a refund to reflect on my payment method?

Your refund will reflect in your account within 7 business days after we receive your returned product in our warehouse.

My payment method was charged multiple times, what do I do?

Please contact our customer support team

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Is my credit card information kept secure?

We use Secure Socket Layer (SSL) technology to prevent unauthorized people from intercepting your credit card information.

SUBSCRIPTIONS

Do you offer subscriptions?

We do offer subscriptions for some products. When you purchase a subscription at Mend After you will receive regular shipments of those products based on the frequency you choose.  Your subscription will continue until you choose to cancel.  There is no minimum number of shipments and you may cancel at any time.  You may also skip a shipment or make changes to your shipping schedule.

When will my account be charged?

For your first shipment, your account will be charged immediately upon clicking ‘Place Order’.  For subsequent shipments, your account will be charged at the time of shipment.

COUPONS

How do I apply a coupon code to my purchase?

You can apply your coupon code and see your savings either on the Cart page or on the Checkout page before you place your order.

How do I edit/remove my coupon code?

You can edit or remove a coupon code by clicking on the ‘X’ nest to the dollar discount in your Cart Totals section within your shopping cart or on the Your Order section of checkout before you place your order.

Can I apply multiple coupon codes?

You can only use one coupon code at a time.

My coupon code does not work, what do I do?

Please check the coupon code, the expiration dates, and terms & conditions and try again. If you continue to experience issues, please contact our customer support team

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MY SERVICES

What types of recovery services do you offer?

We offer recovery services from skilled practitioners such as bodywork specialists, mental health counselors and nutrition coaches. We are carefully curating a list of local practitioners and encourage you to explore unique recovery specialty services here.

How do I purchase a service?

You can book a MEND Recovery Coach or search our listing of Local Service ProvidersChoose a practitioner and then select from the services they offer. After you purchase a session, you will receive a confirmation email with instructions on how to contact the practitioner to book your session.

When do I get charged for a service purchase?

You will be charged immediately upon clicking ‘Place Order’.

How do I schedule an appointment for a service I have purchased?

Each service provider lists either a phone number or an email on their MEND profile. Locate your provider, and review the Contact + Appointment Information tab. Here you will find your practitioner’s phone number or email.

You may also find your practitioner’s contact information in your confirmation email or in the download section of your MEND account.

If you have any questions about booking an appointment you have already purchased, please contact us here

How do I cancel a service purchase?

You may cancel a service purchase anytime if you have not scheduled an appointment with the practitioner. If you have scheduled an appointment with the practitioner, you can cancel up to 24 hours before a scheduled appointment. To cancel a purchase, please contact us here.

How long will it take for a refund to reflect on my payment method?

Your refund will be credited back to your account within 7 business days.

MY VOUCHER CODES

What is a voucher code?

A MEND voucher code acts as payment to a practitioner for a service you have purchased through MEND. MEND practitioners are only paid after they provide you with the service you have purchased. (This protects you, the buyer). In order for the practitioner to get paid, you will need to give her/him the voucher code on your receipt.

Where can I find my voucher code?

After purchasing a service, you will receive a confirmation email which includes an attachment. In the attachment is the voucher code you will need to provide to your practitioner. You may also find your voucher code in the download section of your MEND account.

What do I do with a voucher code?

Please give the voucher code to your practitioner after they have provided the service you have purchased. This is how the practitioner gets paid. The practitioner will enter the voucher code on the MEND website to receive payment for the service s/he provided.

PRIVACY AND SECURITY

What is your privacy policy?

What is your security policy?

CUSTOMER SUPPORT

How do I contact customer support?

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GENERAL QUESTIONS

What are the criteria for products you sell?

Our Mend After recovery experts and patient panels continually test products for efficacy. If a product makes it onto our website that means it has passed the very high standards of our team. In virtually all cases, our products are organic, vegan, and earth-friendly. We prioritize purchasing from companies that give back a portion of their proceeds to philanthropic or other causes. Please see the description for each product for further details on which items meet specific criteria.

Do your products have side effects?

If you have any kind of adverse reaction, consult your physician or a medical professional right away.  None of the information presented on our website is meant as a substitute for, or alternative to, information from your health care team.  Please consult your healthcare professional about potential interactions or other possible complications before purchasing any product.  Please report any adverse reactions on nutrition supplements to (212) 763-0862.

Where can I find product usage instructions?

You may find product usage in the ‘Details’ tab on our product page or it will be included with your product package shipment.

Do you list restrictions and limitations for product use?

Please refer to Instructions included in your product package for any restrictions/limitations and consult your healthcare professional about potential interactions or other possible complications before using any product.

How do I suggest a product to sell on Mend After that can help cancer patients heel more quickly?

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How can I become a service provider to the Mend After community?

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Registry FAQs

MEND RECOVERY REGISTRY OVERVIEW

Why create a Mend Recovery Registry?

  • A Recovery Registry makes it easier to ask for and receive support during a difficult time.  Patients can share where help is needed. Friends, family and colleagues can discover how to be there in a meaningful way.
  • Signing up is completely free.
  • Mend can help suggest healing products and services suggested by cancer recovery experts and other patients.
  • While you help yourself or a loved one, you are helping others:  10% of proceeds go to people who can’t afford recovery care.

Do people really want to help/donate?

Absolutely!  Friends, family and colleagues feel helpless when someone they care about is diagnosed with cancer.  Creating a Recovery Registry helps others deal with their own feelings of powerlessness by taking the mystery out of what would be useful. 

80% of loved ones, friends and colleagues say they would donate to a recovery registry for a cancer patient at any stage of their journey

How can I find a Recovery Registry?

If you are interested in finding a specific registry, click “Recovery Registry” at the top navigation of our website, and choose Find a Registry. You can search for a registry by name or email address. 

You may also have received a private link to a  patient’s registry through email or social media that you can click on.  If you are still unable to locate a specific registry, please reach out to our customer support team and we would be more than happy to help you. 

Feeling compassionate?  Browse through registries on our site to donate to a stranger in need of support.

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Can I shop on Mend without creating a registry?

Yes.  You can purchase a product for yourself or send a gift to a loved one. Most of our products allow you to add a gift note with your purchase.

We have a wide range of products and services that can help after surgery, chemo, radiation and hormone therapy.   The needs of cancer patients change during their healing  journey, so you can also search by symptoms like pain, anxiety, hair loss and sexual function.  We hope you find everything you need.  If you don’t, contact our customer support team for help.

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What can I add to my Registry?

You can add products, discounts from brand partners, and gift cards from the Mend After website or cash funds to raise money for specific needs.

What are cash funds?

In addition to registering for products and services that can help with recovery, you can add cash funds to your registry.  A cash fund is a way to accept financial support for additional expenses you may incur from a cancer diagnosis, like hospital co-pays, travel costs, or increased child care.  A cash fund can also be used to help pay for recovery services not covered by insurance such as physical therapy, mental health counseling or art therapy.

(When creating a wedding registry, many couples include cash funds on their registries to help pay for a honeymoon or save for a new home.)

GETTING STARTED

How do I get started?

Creating a Mend Recovery Registry is easy.  Depending on how many items you choose, creating a registry takes just five minutes.  (You can also save your progress and complete your registry later.)  Here are the steps involved:

  1. Create an account.  Click on “Recovery Registry”.  You will be prompted to create a username and password and choose “save”.
  2. Build your profile. Enter your basic information, write a paragraph (or two, or more!) about your story, and upload any photos.
  3. Set your privacy setting to Searchable or Not Searchable.  Do you want anyone to be able to find and contribute to your Registry? Or do you only want friends and family with a link to be able to access it?  You are in full control over who can view your Mend Recovery Registry.
  4. Select Treatments, Symptoms or Product Categories (optional) to get specific suggestions from Mend.  This information will always remain private: only you will see what categories you have selected.  Suggestions can include products and cash fund ideas.  We can even suggest how many gifts to register for. Learn more here.
  5. Make your selections.  Browse through your suggestions — or if you didn’t select specific treatments or symptoms, choose from the full range of options. Click on a product or cash fund to add it to your Recovery Registry.  You can always update your items at any time throughout your journey. 
  6. Publish your registry.  When you are finished making your selections, click “finish registry”.  This will bring you to your registry dashboard where you will see a unique link that can be shared with others.
  7. Share your registry link.  In order for people to help you, they need to know about your registry.  Share your Recovery Registry link on Facebook, Instagram, Twitter or even LinkedIn.  Send the link to your email contacts.  Ask close friends and family to share the link with their social networks.  Remember, people want to help and they will be honored to be part of the healing process. See our Share Registry page to help you get started.

How many gifts should I add?

At the bottom of your profile page we’ve created a gift calculator that will suggest the number of gifts you should add to your registry. Just let us know how many people you’re reaching out to for support in the gift calculator, and we’ll suggest the number of items to add.

What if I’m too sick, overwhelmed or shy to create a registry for myself?

That’s ok. That’s one of the main reasons why we’re here.

Tell a loved one about the Mend Recovery Registry and ask them to be your advocate.  They can create one for you on your behalf. (You can give input along the way.) They can also share the registry with others on your behalf, and provide your friends, family and colleagues with regular updates. 

MEND tip:  Many patients ask an Advocate to create/promote a Recovery Registry for them.

SHARE YOUR RECOVERY REGISTRY

How do I let people know about my registry?

From Share Registry, you can you can copy your unique registry link to share with friends, family and colleagues through email and social media.

See our Tips for Building Support to learn more.

How can I see what my Recovery Registry will look like to other people?

Login to your account and click on View Registry. You can click on the link to view your registry before and even after you’ve shared your registry.

How can I make sure that strangers can’t view my registry?

You can make your registry searchable or not searchable. We suggest that you leave your registry searchable so that others can find and contribute to your registry.  If you want your registry to be private, simply change the privacy settings on your account to Private (not searchable).  This way, only people who were given your registry link can see your registry.

MANAGE YOUR REGISTRY

Profile Update

What information am I able to change on my registry profile?

All your information can be changed at any time.  Just go to “Recovery Registry” and click on Update Profile. Make sure to click the “update” button at the end of the page to save your changes.

Products

How do I find out more about a product?

Click on the product itself. This will open up a detail page, where you can find more in-depth information on the product, benefits, and specs/dimensions/sizes.

How do I add or remove products, or update quantities?

Your needs may change as you go through the recovery process.  Visit your Update Selections page to add items, remove items, or update the desired quantity.

Cash Funds

How do cash funds work?

After creating your profile, you can add a cash fund to your Recovery Registry from the add cash fund page. Choose from one of our suggested fund ideas, or create your own custom fund. Set your fundraising amount, or use one of our suggested goals.  If you create a custom fund, you can add a special photo and/or explain how this fund will help you.

Why are cash funds subject to a 5% service fee?

The 5% service fee helps pay for the development of our cash fund platform and the administration of the funds for patients and donors.

Who pays for the 5% fee?

The 5% service fee is charged to the cash fund donor at the time of purchase. The patient receives the full amount gifted. There are no taxes or shipping charges for cash funds.

Why would I add cash funds to my registry?

Did you know that the average cancer patient incurs $16,200 of out-of-pocket expenses each year of recovery — that’s half of what the average American makes yearly.  This is why we started Mend.  Use our cash fund option to raise funds for anything you need. We’ve removed the guesswork by creating 60+ suggested cash fund ideas specifically to help with recovery. To see all options you can choose from, or to just get inspired, explore here.

How do I remove a specific cash fund listing after my registry is live?

You can easily remove a fund by clicking on the “remove” button.  Any contributions you have received will remain available for you to manage directly from your Use Cash Funds page.

When will I receive my Cash Funds and how can I track them?

Cash funds are deposited immediately after the contribution is made. You can see and manage your cash funds on your Use Cash Funds page.  Your funds can be used towards purchases on mendafter.com or be withdrawn. 

Are cash fund contributions subject to sales tax or shipping costs?

Cash fund contributors are not charged sales tax or shipping on their contributions.

How do I add cash funds after my registry is live?

As your needs change through the recovery process, you may have other cash fund needs.  Visit your add cash funds page to add more cash funds to your registry.

How do I update a cash fund listing goal after my registry is live?

You can increase or decrease your goal at any time via the Update Selections page. For example, you may decrease your campaign goal to $0, and in the public view, your campaign will be grayed out and no one will be able to contribute any further.

Can I use cash funds to purchase items on mendafter.com?

Yes.  Log into your account. From the Mend Registry tab, click on Manage Your Registry. Find your Use Cash Funds page. Find the voucher code provided under ‘Use Cash Funds on Mend Purchases’ for you to use on mendafter.com, and click the copy button.

Shop, and at check-out, paste the voucher code you copied earlier into the gift card field during check-out.  Your available funds will be applied to your purchase. Any remaining balance will remain in your cash fund until you use it on a Mend purchase, or request to have it withdrawn.

All Cash fund donations and withdrawals are tracked at the bottom of your Use Cash Funds page. 

How do I withdraw my cash fund contributions?

Cash fund donations can be cashed out at any time.  Go to your Use Cash Funds page and on the bottom right, you will find the request a withdrawal field. Enter the amount you would like to withdraw and click the request a withdrawal button.

Mend will mail you a check within 7 – 10 business days.

The check will be mailed to the shipping address on your account. Please make sure to confirm the correct shipping address on your Use Cash Funds page before requesting a withdrawal.

All cash fund donations and withdrawals are tracked at the bottom of your Use Cash Funds page.

View Gifts + Send Thank Yous

View Gifts

How do I find out if anyone has made a donation or purchased a gift from my registry?

We will send you an email confirmation after each purchase or contribution. View Gifts makes it easy to keep track of who has gifted you.  You can even send thank you notes directly from this page.

When will my gifts ship and how can I track them?

We will send you an order confirmation email after each purchase or contribution.  Once the order ships, you will receive a shipping confirmation email which will include a tracking number so you can track the delivery of your item(s). Most orders ship within 7-10  business days from the time of purchase.

Send Thank Yous

Can Mend help me send Thank You notes?

Yes!  Your Send Thank Yous page has all of your supporters’ contact information. This way, all you need to do is click “create”.  We’ve even prepared a suggested thank you message that pre-populates for you to edit as you wish.  Saying thank you should be easy, so you can start using your new gifts and let the people you helped, know how much you care.

Product Satisfaction

What if I want to return my gift?

At this time, we need to provide you with individual return information based on the specific gift you received.  Please reach out to our customer support team so we can help you with this.

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What if my gift arrives damaged?

Our support team will be happy to help you. Please contact us and provide details to receive your replacement.

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Hide or Delete Your Registry

How do I hide my Registry?

You are able to hide your registry from your Update Profile page. Scroll down the page and just check the box next to “Hide My Registry”.  This option will hide your registry from anyone you might have shared it with previously, and from any public search. If you hide your registry, your unique Registry link will no longer be active. 

You can unhide your registry at any time by unchecking the box next to “hide my registry” at the bottom of your Update Profile page.

When you uncheck the “Hide Your Registry” option, your unique link will work again (same URL as before), and anyone you had shared it with previously will have access once again.

How do I delete my Registry?

You are able to delete your registry permanently from your Update Profile page. Scroll down the page and click on “Delete your Registry”. If you have any funds contributed to your Cash Funds, you will need to use these funds on Mend purchases, or request to withdraw them before you can delete your registry.