Terms of Service

OVERVIEW

This website is operated by OnlyFormula. Throughout this website (the “Site”), the terms “we”, “us” and “our” refer to OnlyFormula. OnlyFormula offers this site, including all information, tools and services available from this site to you (the “Service”), conditioned upon your acceptance of all terms, conditions, policies and notices stated here (the “Terms”). If you do not agree to these Terms, you must not access the site nor do you have the right to use our Service.

By visiting our site and/or purchasing something from us, you are engaging in our Service and agree to be bound by the Terms. These Terms apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content.

Any new features or tools which are added to the current store shall also be subject to these Terms. We reserve the right to update, change, or replace any part of these Terms by posting updates and/or changes here at which time they shall be binding on you. The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.

SECTION 1 – GENERAL CONDITIONS

OnlyFormula sells products to adults on its site that are for children. If you are under 18, you must leave the site until you have a parent or guardian with you.

By accessing the site and purchasing anything through the site, you represent and warrant that you have the right to use the form of payment you provide to us and that the billing information you provide is truthful and accurate.

Although we hope to provide ordered product in a single shipment, quantities are limited and purchases may arrive in multiple shipments.

We reserve the right to refuse Service to anyone for any reason at any time.

You understand that your content (not including credit card information), may be transferred unencrypted and involve: (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks.

You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service or any contact on the website through which the service is provided, without express written permission by us.

For U.S. resident shoppers, please note that all purchases made at OnlyFormula is solely for personal use only.

SECTION 2 – NO MEDICAL ADVICE

This site is not a source of medical advice, but is solely for consumers of the products and services offered by OnlyFormula. This site and any information provided hereunder or otherwise by OnlyFormula does not constitute the practice of medicine and should not be considered, or used as a substitute for medical advice, diagnosis or treatment. You should always seek the advice of medical professionals with any questions regarding personal health.

SECTION 3 – ACCURACY, COMPLETENESS AND TIMELINESS OF INFORMATION

Although OnlyFormula attempts to provide accurate product descriptions and pricing information, we are not responsible if information made available on the site is not accurate, complete or current. The material on the site is provided for general information only and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete or more timely sources of information. Any reliance on the material on the site is at your own risk.

The site may contain certain historical information. Historical information, necessarily, is not current and is provided for your reference only. We reserve the right to modify the contents of the site at any time, but we have no obligation to update any information on the site. You agree that it is your responsibility to monitor changes to the site.

SECTION 3 – MODIFICATIONS TO THE SERVICE

We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time. We shall not be liable to you or to any third-party for any modification, suspension or discontinuance of the Service.

SECTION 4 – OPTIONAL TOOLS

We may provide you with access to third-party tools over which we neither monitor nor have any control nor input. You acknowledge and agree that we provide access to such tools ”as is” and “as available” without any warranties, representations or conditions of any kind and without any endorsement. We shall have no liability whatsoever arising from or relating to your use of optional third-party tools. Any use by you of optional tools offered through the site is entirely at your own risk and discretion and you should ensure that you are familiar with and approve of the terms on which tools are provided by the relevant third-party provider(s). We may also, in the future, offer new services and/or features through the site (including, the release of new tools and resources). Such new features and/or services shall also be subject to these Terms.

SECTION 5 – THIRD-PARTY LINKS

Certain content, products and services available via our Service may include materials from third-parties. Third-party links on this site may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or services of third-parties. We are not liable for any harm or damages related to the purchase or use of goods, services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third-party’s policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party.

SECTION 6 – USER COMMENTS, FEEDBACK AND OTHER SUBMISSIONS

If, at our request, you send certain specific submissions (for example contest entries) or without a request from us you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by email, by postal mail, or otherwise (collectively, ‘comments’), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate and otherwise use in any medium any comments that you forward to us. We are and shall be under no obligation: (1) to maintain any comments in confidence; (2) to pay compensation for any comments; or (3) to respond to any comments. We may, but have no obligation to, monitor, edit or remove content that we determine in our sole discretion are unlawful, offensive, threatening, libelous, defamatory, pornographic, obscene or otherwise objectionable or violates any party’s intellectual property or these Terms. You agree that your comments will not violate any right of any third-party, including copyright, trademark, privacy, personality or other personal or proprietary right. You further agree that your comments will not contain libelous or otherwise unlawful, abusive or obscene material, or contain any computer virus or other malware that could in any way affect the operation of the Service or the site. You may not use a false e-mail address, pretend to be someone other than yourself, or otherwise mislead us or third-parties as to the origin of any comments. You are solely responsible for any comments you make and their accuracy. We take no responsibility and assume no liability for any comments posted by you or any third-party.

SECTION 7 – ERRORS, INACCURACIES AND OMISSIONS

Occasionally there may be information on the site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on the site is inaccurate at any time without prior notice (including after you have submitted your order). We undertake no obligation to update, amend or clarify information in the Service or on the site, including without limitation, pricing information, except as required by law. No specified update or refresh date applied in the Service or on the site, should be taken to indicate that all information in the Service or on the site has been modified or updated.

SECTION 8 – PROHIBITED USES

In addition to other prohibitions as set forth in these Terms, you are prohibited from using the site or its content: (a) for any unlawful purpose; (b) to solicit others to perform or participate in any unlawful acts; (c) to violate any international, federal, provincial or state regulations, rules, laws, or local ordinances; (d) to infringe upon or violate our intellectual property rights or the intellectual property rights of others; (e) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; (f) to submit false or misleading information; (g) to upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the Service or the site, other websites, or the Internet; (h) to collect or track the personal information of others; (i) to spam, phish, pharm, pretext, spider, crawl, or scrape; (j) for any obscene or immoral purpose; or (k) to interfere with or circumvent the security features of the Service or the site, other websites, or the Internet. We reserve the right to terminate your use of the Service or the site for violating any of the prohibited uses.

SECTION 9 – DISCLAIMER OF WARRANTIES; LIMITATION OF LIABILITY

We do not guarantee, represent or warrant that your use of the Service will be uninterrupted, timely, secure or error-free. We do not warrant that the results that may be obtained from the use of the Service will be accurate or reliable. You agree that from time to time we may remove the Service for indefinite periods of time or cancel the Service at any time, without notice to you. You expressly agree that your use of, or inability to use, the Service is at your sole risk. U.S. residents are only allowed to import formula for personal use.

THE SERVICE AND ALL PRODUCTS AND SERVICES DELIVERED TO YOU THROUGH THE SERVICE ARE (EXCEPT AS EXPRESSLY STATED BY US) PROVIDED ‘AS IS’ AND ‘AS AVAILABLE’ FOR YOUR USE, AND WE HEREBY DISCLAIM ANY REPRESENTATION, WARRANTIES OR CONDITIONS OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING ALL IMPLIED WARRANTIES OR CONDITIONS OF MERCHANTABILITY, MERCHANTABLE QUALITY, FITNESS FOR A PARTICULAR PURPOSE, DURABILITY, TITLE, AND NON-INFRINGEMENT.

IN NO CASE SHALL OnlyFormula, ITS DIRECTORS, OFFICERS, EMPLOYEES, AFFILIATES, AGENTS, CONTRACTORS, INTERNS, SUPPLIERS, SERVICE PROVIDERS OR LICENSORS BE LIABLE FOR ANY INJURY, LOSS, CLAIM, OR ANY DIRECT, INDIRECT, INCIDENTAL, PUNITIVE, SPECIAL, OR CONSEQUENTIAL DAMAGES OF ANY KIND, INCLUDING, WITHOUT LIMITATION LOST PROFITS, LOST REVENUE, LOST SAVINGS, LOSS OF DATA, REPLACEMENT COSTS, OR ANY SIMILAR DAMAGES, WHETHER BASED IN CONTRACT, TORT (INCLUDING NEGLIGENCE), STRICT LIABILITY OR OTHERWISE, ARISING FROM YOUR USE OF ANY OF THE SERVICE OR ANY PRODUCTS PROCURED USING THE SERVICE, OR FOR ANY OTHER CLAIM RELATED IN ANY WAY TO YOUR USE OF THE SERVICE OR ANY PRODUCT, INCLUDING, BUT NOT LIMITED TO, ANY ERRORS OR OMISSIONS IN ANY CONTENT, OR ANY LOSS OR DAMAGE OF ANY KIND INCURRED AS A RESULT OF THE USE OF THE SERVICE OR ANY CONTENT (OR PRODUCT) POSTED, TRANSMITTED, OR OTHERWISE MADE AVAILABLE VIA THE SERVICE, EVEN IF ADVISED OF THEIR POSSIBILITY. BECAUSE SOME STATES OR JURISDICTIONS DO NOT ALLOW THE EXCLUSION OR THE LIMITATION OF LIABILITY FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES, IN SUCH STATES OR JURISDICTIONS, OUR LIABILITY SHALL BE LIMITED TO THE MAXIMUM EXTENT PERMITTED BY LAW.

SECTION 10 – INDEMNIFICATION

You agree to indemnify, defend and hold harmless OnlyFormula and its parent, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, service providers, subcontractors, suppliers, interns and employees, harmless from and against any claim or demand, including reasonable attorneys’ fees, made by any third-party due to or arising out of your breach of these Terms or the documents they incorporate by reference, or your violation of any law or the rights of a third-party.

SECTION 11 – SEVERABILITY

In the event that any provision of these Terms is determined to be unlawful, void or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms, such determination shall not affect the validity and enforceability of any other remaining provisions.

SECTION 12 – TERMINATION

The obligations and liabilities of the parties incurred prior to the termination date shall survive the termination of these Terms for all purposes. These Terms are effective unless and until terminated by either you or us. You may terminate these Terms at any time by notifying us that you no longer wish to use the Service, or when you cease using the site. If in our sole judgment you fail, or we suspect that you have failed, to comply with any of these Terms, we also may terminate this agreement at any time without notice and you will remain liable for all amounts due up to and including the date of termination; and/or accordingly may deny you access to the Service and the site (or any part thereof).

SECTION 13 – ENTIRE AGREEMENT

The failure by us to exercise or enforce any right or provision of these Terms shall not constitute a waiver of such right or provision. These Terms and any policies or operating rules posted by us on the site or in respect to the Service constitutes the entire agreement and understanding between you and us and governs your use of the Service, superseding any prior or contemporaneous agreements, communications and proposals, whether oral or written, between you and us (including, but not limited to, any prior versions of these Terms). Any ambiguities in the interpretation of these Terms shall not be construed against the drafting party.

SECTION 14 – GOVERNING LAW

These Terms and any separate agreements whereby we provide you Service shall be governed by and construed in accordance with the laws of the Netherlands and without regards to its conflicts of law provisions. We shall have exclusive jurisdiction, and you hereby waive any claims that the forum is inconvenient, over any disputes related to OnlyFormula, these Terms, the site, or the Service.

SECTION 15 – PERSONAL INFORMATION

Your submission of personal information to OnlyFormula or through the site is governed by our Privacy Policy which you can access via the link located at the bottom of this page.

SECTION 16 – CONTACT INFORMATION

Questions about these Terms should be sent to us at hello@onlyformula.com.

FAQ

Shipping Frequently Asked Questions

How do you ship orders, and how long does delivery take?

All orders are dispatched directly from the European Union.

We partner with leading courier services such as UPS, DHL, and FedEx.

The carrier assigned to your order depends on your delivery address and the size of your shipment. Should you prefer a specific courier, please be aware that an additional surcharge may apply. Tracking details are provided for every order, regardless of which carrier is used.

Estimated delivery times vary by carrier. Express shipping typically arrives within 2 to 7 business days.

Please keep in mind that orders may require 1 to 5 business days for processing, packaging, quality inspection, and dispatch before they are handed off to the carrier.

Please note that single-pack orders are now subject to a shipping fee.

Delivery timelines can be affected by factors outside our control, such as customs clearance delays, adverse weather conditions in the EU or the Americas, or public holidays.

Holiday Season Notice: Shipping times tend to be longer between October and January. We recommend placing orders early during this period to avoid delays.

OnlyFormula is not liable for delays caused by circumstances beyond our control, including customs processing or weather-related disruptions. In the event that your package is damaged or lost in transit, you are welcome to file a claim directly with the carrier. While we guarantee that your order will be shipped, we are unable to guarantee final delivery times.

What happens if my order is held up by customs?

We know how essential your formula order is for your little one, and we completely understand how frustrating unexpected customs or carrier delays can be.

If your order is significantly delayed, we are happy to offer either a reshipment or a full refund, subject to the following timeframes:

  • Reshipments can be requested after 15 business days have passed since your order was shipped.
  • Refunds can be requested after 30 business days have passed since your order was shipped.

Please note that business days refer to Monday through Friday, and exclude public holidays in both the Americas and the EU. Processing and fulfillment days are not counted as part of the shipping period.

We also want to reassure you that the vast majority of delayed orders do eventually clear customs and arrive safely at their destination. We appreciate your patience and understanding while we work through any complications on your behalf.

How is the formula stored before and during shipping?

As direct distributors of every brand we carry, we take great pride in the quality and integrity of our products. All formulas are carefully sourced from certified distributors located in Germany, the Netherlands, and the UK.

Our fulfillment centers are purpose-built to maintain optimal storage conditions year-round. During warmer months, formulas are kept cool, and throughout the rest of the year, all products are stored in temperature-regulated environments to preserve their freshness and quality.

Every product we ship is:

  • Free from radiation exposure
  • Handled in clean, climate-controlled facilities
  • Stored under regulated conditions throughout the entire journey

During transit, whenever shipments are removed from their means of transportation — whether by air or road — they are placed in clean, climate-controlled storage facilities for all overnight stays and customs processing periods. Your formula is never left in conditions that could compromise its quality.

What should I do if my package is marked as delivered but I can't find it?

We know how stressful this situation can be, and we're here to help guide you through it.

Before reporting a missing package, please take the following steps:

First, wait at least 24 hours after the expected delivery date, as tracking systems occasionally mark packages as delivered up to 36 hours before they actually arrive.

In the meantime, we recommend:

  • Double-checking the shipping address on your order
  • Looking for a delivery attempt notice left by the carrier
  • Thoroughly checking around your delivery location, including porches, side doors, and mailboxes
  • Reviewing any security camera footage from your property
  • Asking other members of your household if they may have accepted the delivery
  • Checking with neighbors in case the package was delivered to the wrong address

If your package is confirmed lost or stolen:

A package is officially considered lost when it remains undelivered 24 hours past the expected delivery date and time — no claim can be filed before this threshold.

To proceed, please visit the carrier's website directly and file a claim online. Unfortunately, due to regulations set by FedEx, USPS, UPS, and DHL, we are unable to file a claim on your behalf.

Once submitted, carriers typically take 5 to 10 business days to review and resolve insurance claims.

Once your claim has been approved, please contact us with your CLAIM number (not the case number) along with the carrier's written approval, and we will promptly issue your refund.

Please also keep in mind:

  • All packages are insured for a maximum of $99 USD by default
  • If you require additional coverage, you can select extra insurance at checkout
  • Once your order has been shipped, the carrier assumes full responsibility for the package
  • Additional time should be allowed for delays caused by adverse weather conditions

Every product we ship is:

  • Free from radiation exposure
  • Handled in clean, climate-controlled facilities
  • Stored under regulated conditions throughout the entire journey

During transit, whenever shipments are removed from their means of transportation — whether by air or road — they are placed in clean, climate-controlled storage facilities for all overnight stays and customs processing periods. Your formula is never left in conditions that could compromise its quality.

Can I update my shipping address after placing an order?

When completing a purchase, customers confirm that the address provided at checkout is accurate and that OnlyFormula's responsibility is to deliver to that original address.

Requesting an address change:

While our customer service team will do their best to accommodate address change requests after an order has been placed, we are unable to guarantee that any modifications can be successfully applied. If you need to update your shipping address, please contact us as soon as possible after placing your order.

Please be aware of the following:

  • Once a package has left our warehouse, OnlyFormula can no longer take responsibility for mis-delivered packages if the carrier was unable to process the address change in time
  • Any packages delivered to the original address as a result of an unsuccessful redirect are not eligible for a refund
  • Mail redirection requests carry a high risk of failure and are therefore strongly discouraged — your package may still be delivered to the original address despite a redirect being requested

Additional shipping restrictions:

Unfortunately, we are unable to ship to business addresses or P.O. Boxes at this time. Please ensure you provide a valid residential address when placing your order.

What is your return policy?

Due to the nature of our products, we are unable to accept returns on any food items. This policy exists for one simple reason — the safety of all our customers.

Accepting returns on formula would compromise the integrity of our inventory, and as a matter of principle, we never resell returned items. Every product we ship is guaranteed to be new, unused, and sealed in its original packaging.

We appreciate your understanding that this policy is in place to protect every family who shops with us.

Please note: All terms, policies, and conditions are subject to change at any time without prior notice. We recommend reviewing our policies periodically for any updates.

Legal Disclaimer

Product Changes & Packaging

OnlyFormula is not responsible for any modifications that manufacturers make to their product formulas or packaging. These changes are made solely at the discretion of the manufacturer, and we are not always notified immediately when they occur. We make every effort to carry the most current version of each formula available to us at the time of sale.

Returns & Exchanges

For health and safety reasons, we do not honor any return or exchange requests. All sales are considered final upon shipment.

Shipping & Delivery Timeframes

All delivery timeframes are estimates only and do not begin until tracking confirms the package has departed the country of origin. Please allow 1 to 5 business days for your order to be processed, packaged, quality checked, and prepared for shipment.

Business days are defined as Monday through Friday only. Public holidays and weather-related delays in both the Americas and EU are not counted toward shipping timeframes.

Shipping Carriers & Customs

We do not have control or jurisdiction over shipping carriers or the length of time it takes for regulatory authorities to process individual packages. All applicable regulatory bodies and agencies governing the territories we ship to — including customs authorities, border control, and any other similar institutions — have sole authority over what is and is not permitted through their respective borders.

If customs or a carrier applies a duty fee to your shipment, please notify us. This is not a charge imposed by OnlyFormula — we have no involvement in assessing or collecting these fees.

Restocking Delays

If an item in your order is approaching a restock period, there may be a slight delay in fulfillment. We will notify you by email if the delay exceeds 2 business days.

Order Cancellations

If you need to cancel an order, you must do so within 1 hour of placing it. As a reference:

Order PlacedCancellation Deadline10:00 AM PST11:00 AM PST12:00 PM CST1:00 PM CST1:00 PM EST2:00 PM EST

Please note that cancellations are not guaranteed, as your order may have already been processed and shipped within that window. Submitting a request within the one-hour timeframe gives you the best chance of a successful cancellation.

Additionally, all cancellation requests are subject to a daily cutoff time:

  • Sunday through Thursday: Cancellations must be submitted by 9:59 PM PST / 11:59 PM CST / 12:59 AM EST
  • Friday orders that have not yet shipped may be cancelled up until Sunday at 9:59 PM PST / 11:59 PM CST / 12:59 AM EST

All cancellation requests must be submitted via email within one hour of placing your order. Requests made through any other channel will not be honored.

Approved refunds are processed back to your original payment method within 3 to 5 business days.

Order Issues & Claims

If you experience any issue with your order, please contact our support team within 3 business days of receiving it so we can work toward a prompt resolution. Requests submitted after this window may not be eligible for assistance.

All claims must include the following visual evidence:

  • A photo of the shipping box
  • A photo of the shipping label
  • A photo of the formula received
  • A photo of the packing slip, if one was included with your order

All terms, policies, and conditions outlined above are subject to change at any time without prior notice.