FAQ

About WellUp

Who is WellUp?

WellUp is an independent online wellness retailer based in the United States. We curate skincare, hair care, fitness, and wellness products for everyday self-care. We're operated by WellUp LLC, a limited liability company registered in the State of New Mexico.

Why is your domain spelled "weluup.com" but your brand is "WellUp"?

This is intentional. The double-U in weluup.com is our visual signature — a play on "Well... Up." The brand WellUp and the domain weluup.com are two sides of the same identity. They've been ours since day one and the spelling is a deliberate brand choice, not a typo.

How long has WellUp been operating?

WellUp launched in 2025 as an independent wellness retailer. We're a young brand actively building our reputation through honest products and transparent service.

Are you a real US company?

Yes. WellUp is operated by WellUp LLC, registered with the New Mexico Secretary of State. You can verify our entity status publicly at enterprise.sos.nm.gov. We use US business banking through Mercury and US payment processing through Shopify Payments.

Shipping

Where do you ship?

We currently ship to addresses within the United States (50 states + DC).

How long does shipping take?

• Order processing: 1–2 business days
• Standard shipping: 3–7 business days after processing

Total estimated delivery time from order placement: 4–9 business days. You'll receive tracking information by email once your order ships.

How much is shipping?

Shipping rates are calculated at checkout based on order weight and destination. We work to keep shipping fair and transparent — no hidden fees added at the last step.

Can I track my order?

Yes. Every order receives a tracking number by email once shipped. You can also check your order status anytime by logging into your account.

My order hasn't arrived. What do I do?

If your order hasn't arrived within the estimated window:

1. Check the tracking link in your shipping confirmation email
2. Check with your local post office or carrier
3. If still missing, email us at info@weluup.com with your order number and we'll investigate

Returns & Refunds

What's your return policy?

We accept returns within 30 days of delivery on eligible items. Items must be unused, in original packaging, and in resellable condition. For full details, see our Refund Policy.

How do I start a return?

Email info@weluup.com with your order number and the reason for return. We'll respond within 24 hours with return instructions.

When will I get my refund?

Once we receive your returned item (or approve your request, if no return is required), refunds are processed within 3–5 business days to the original payment method. Bank processing times may add a few additional days for the refund to appear on your statement.

Can I exchange an item?

Yes. Contact us at info@weluup.com and we'll help arrange an exchange.

Are there items that can't be returned?

Yes — for hygiene and safety reasons, certain personal-use items (opened skincare, used aromatherapy, etc.) are not returnable. Specific exclusions are noted on individual product pages and in our Refund Policy.

Products

Where do your products come from?

We work with a curated network of suppliers and manufacturers, including some that fulfill orders directly to customers. We verify supplier credentials before listing any product.

Are your products authentic?

Yes. We do not list counterfeit or knock-off products. If a listing includes a brand name, the product is genuinely from that brand.

Can I see ingredients / specifications before buying?

Yes. Every product page lists key specifications, materials, and (for skincare/wellness products) ingredients. If you have a specific question about a product, email us at info@weluup.com and we'll get details from the supplier.

What if a product is out of stock?

Our inventory updates in real time. If a product shows as "Sold Out," we don't have it available. You can sign up for restock notifications on the product page.

Do you offer subscriptions?

Yes — on select consumable products, so you can restock automatically and never run out. Subscriptions are always optional and opt-in: you choose one at checkout (a one-time purchase is always available), you pick your delivery frequency, and you can pause, skip, change, or cancel anytime from your account or by emailing info@weluup.com. We never auto-enroll you, the price is shown clearly before you confirm, and we email a reminder before each renewal. See our Cancellations & Subscriptions policy for details.

Payment

What payment methods do you accept?

• All major credit cards (Visa, Mastercard, American Express, Discover)
• Shop Pay
• Google Pay
• Apple Pay

All payments are processed securely through Shopify Payments.

Is my payment information secure?

Yes. We use Shopify Payments, which is PCI-DSS compliant and meets the highest standards of payment security. We never see or store your full card number.

What currency are prices in?

All prices are displayed in US Dollars (USD).

Will I be charged sales tax?

Sales tax is calculated at checkout based on your shipping address, in compliance with applicable US state tax laws.

Customer Service

How can I contact you?

• Email: info@weluup.com
• Hours: Monday–Friday, 9 AM – 5 PM Mountain Time
• Contact form: Contact page

How fast do you respond?

We respond to all customer emails within 24 hours on business days. Most messages get a response within a few hours during business hours.

What if I have a complaint or issue?

We want to know. Email info@weluup.com and we'll work to make it right. Customer feedback — including critical feedback — directly shapes how we operate.

Privacy & Trust

Do you sell my personal information?

No. We do not sell, rent, or share your personal information with third parties for marketing purposes. See our Privacy Policy for full details.

How do you protect my data?

• SSL encryption on all pages
• PCI-compliant payment processing (Shopify Payments)
• Limited data collection (we only collect what we need to fulfill your order)
• Secure data storage through Shopify's infrastructure

Are reviews on your site real?

Yes. We use a verified review system that only allows reviews from customers who have actually purchased the product. We do not edit, filter, or remove negative reviews — what you see is what real customers have said.

Still Have Questions?

If you can't find your answer here, please reach out. We're a small team and we read every message.

• Email: info@weluup.com
• Hours: Monday–Friday, 9 AM – 5 PM Mountain Time

Contact Us