How do we handle returns?

William the Whale loves to serve you! 🐋

We’d love to make our return policy as simple as possible for our community. After all, our goal is to make things super convenient for you! 

Going straight to the point, returns are done for the following conditions: 

  1. You received the wrong world-class goodie
  2. You received a damaged or faulty order. This is a big no-no for us! 

I received the wrong order! How can I get my correct order? 😰

We’re so sorry for the trouble! We always try our best to pack the correct orders for your convenience. We want to maintain excellence on all fronts, from your ordering experience, to your delivery, and to your product experience. Bringing you a friendly, human experience means mistakes are possible. Please don’t worry! Our team’s got you covered.

Simply reach out to your community managers on Facebook, Instagram, or email with your concern! A photo would be very much appreciated. One of your community managers will get back to you as soon as possible to address your concerns. For wrong items received, your community managers may compensate either by: 

  1. Doing a straight-forward exchange so you may receive your correct item, while also handing back the wrong item to us! It goes without saying that shipping fees for the exchange will be shouldered by William the Whale. Freebies (in the form of our sticker packs) will also be provided to make up for all the trouble! 🐋
  2. An alternative option is the wrong item will be sold to you at a discounted price so you may keep it. Meanwhile, we’ll be shipping the correct item your way. Shipping fee is also covered by us, with freebies provided to make up for the trouble! ❤️

Why do we have two options in place, you ask? Great question! We’d love to be as flexible as much as possible. Different solutions work for different people, and we’d love nothing more than to flex that, even more so in situations such as this one! It’s your order, it’s your decision, and it’s your right as a member of our community to choose. 

My pouch and/or merch came in damaged/faulty! What can we do about this? 

Oh no! This is a huge no-no for us, and goes against the excellent experience we always wish to maintain. We’re so sorry the courier’s mishandling got in the way of the usual excellent experience we provide. 

Please reach out to your community managers on FacebookInstagram, or email within 14 days of receiving your damaged and faulty item, including a photo or video of the item so your community managers may be able to assess the situation and help you out!

While this is a scenario our production team and logistics team tries to completely avoid, your goodies may take unfortunate damage especially with heavy mishandling by our third party logistics partner. We sincerely regret the mishandling by the courier here and we apologize the pouch was not able to withstand the heavy handling in transit to you. 

We understand this could be worrisome, given that it caused a huge inconvenient mess on top of possibly compromising the quality of your product.

Typically, our items should be safe to consume and/or use, but we understand that damages may vary. The damage may affect the products’ usability. Please let your community managers know if you wish to replace your bag and/or merch. Likewise, we have two solutions in place for you to choose from:

  1. If you’d like to replace your bag and/or merch, we’ll gladly do it. Just let your community managers know. Your comfort and satisfaction are our priority here! And we’ll work our hardest to put your mind at ease; or 
  2. We can refund the item back to you! Just let us know if you wish to receive it in the form of a refund, and send over your bank details (or your preferred payment method) to your community managers. Your refund will be processed right a-whey (yes, within the day as well)! Alternatively, we can use the refundable amount as store credit on your next purchase. 

It also goes without saying that whichever option you choose, we got you with a big discount plus freebies on your next order. It’s the least we could do to make it up to you for the trouble.

Of course, if you have a solution in mind not mentioned for your damaged item, please feel free to express this to your community managers. As promised, flexibility is always exercised to provide you the fullest comfort! 

I didn’t receive my item when you promised it will be here! 

This is a troublesome situation that rarely happens, thankfully. We’re very sorry for the trouble! This is a situation we completely try to avoid by keeping a watchful eye on your packages’ progress. Please know our team’s got you covered! Immediately reach out to your community managers via FacebookInstagram, or email with your concern so we can focus all our efforts on investigating and tracking your delivery

If indeed the package is confirmed lost and not received upon checking in with your Wheyl riders or our third-party courier, J&T Express, we will be sending out a new package with your permission. We understand how discouraging the long whey-t may be, and we completely understand if you no longer wish to wait for another package you may not be able to receive.

But in any case you’d like to give us a chance to make it up to you, we’ll be sending out a new package with extra freebies and a discount, which discount will be coordinated with you by your community managers. 

I’m disappointed, and I don’t want to take the risk anymore. Can I cancel my order instead? 

While we’d love for this to be your very last option, we completely understand if you wish to cancel your order instead. Again, it’s your order, your decision, and your right as a member of our community to choose what happens with your order. We can absolutely cancel your order if this is the most convenient option for you! For prepaid orders, just let our team know how you prefer to receive your refund. 

We sincerely wish to apologize for the trouble and inconvenience! Please know that our team will exert their very best so that this situation may never happen again for anyone in our community. We promise to learn from this experience! 🙏🏼

I didn’t like the flavor I got. Can I return it? 😅

We’re so sorry your world-class goodie wasn’t up to your flavor standards! 😭

While we try our best to only green-light and produce the best-tasting supplements, we also recognize that taste is very subjective. What tastes good for others may not be what tastes good for you. We’re so sorry for the less than excellent experience. We’d love to make it better for you! 🙏🏼

If you bought more than 2 of the same flavor you didn’t like, we’d love to exchange the unopened bag(s) with a different flavor(s) of your choosing. With that, order exchanges for the reason of unwanted flavors, change of mind, and the like will be covered by the buyer.

But for your convenience, we can arrange the deliveries should you need help with this. Please note that this option is only available for orders made within Metro Manila, Cainta, and Antipolo . While it’s not yet available for provincial orders, please know that we’re working our best to make this solution available nationwide. 

I only bought one of the flavors I didn’t like! Can I still have this exchanged? 

As much as we’d love to have this exchanged, we’re sorry to say that we can no longer allow exchanges for opened bags that have already been consumed. This is since it’s already open and considered used!

Of course, we'd love to hear all about your experience! It would really help us improve the community's world-class experience if you're able to share your feedback – whether it's through here or your community managers. We may even be able to find a way to make your current flavor enjoyable for you by sharing some tips! We're all ears, so rest assured your feedback and thoughts will be greatly appreciated. 🥰

Do you have any suggestions, questions, or violent reactions? 

We’d love to hear from you! Like everything else, there’s always room for improvement. You may always reach out to your community managers on FacebookInstagram, or email for anything you may need. We promise to assist you to the best of our abilities!