WiO SmartFoods Policies

Return & Refund Policy

WiO SmartFoods takes great pride in the quality of our products and great care in the process in which they are made, packaged, and delivered. It is our primary goal to provide exceptional service and customer satisfaction with all of our products. We understand, however, that occasions will arise that merit a refund or return.

Please contact our customer support team at customerservice@wiodiet.com if you experience an issue with any of our products. We will make every effort to respond promptly to your request. Due to weekends, holidays, and other pressing customer needs, please allow up to two business days for our team to respond.

Please note that WiO SmartFoods reserves the right to deny any reimbursement request.

Product Quality, Damaged Items, or Missing items

If your product arrives in poor condition, ( broken, leaking, warm frozen food, etc.) or has visible manufacturing defects (burnt, crumbling, broken, defective packaging, or freshness seals, etc.) we will be happy to resolve the issue with our sincere apology for the problem. If your order contains the wrong product, is lost by the carrier, or is missing ordered items, we will make this right for you.

Please send us an email to customerservice@wiodiet.com noting the concern (missing or incorrect items) or addressing damaged products. Photos of the damaged product(s) and the date code are required in your email to help us improve our process.

Emails need to be sent within five days from the delivery date to begin your reimbursement request. Requests received after five days will not be eligible for reimbursement.

We will review your request and product photos to verify the issue meets our return requirements. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.

Once we have reviewed and approved your request, we will issue you a credit, send you a replacement, or refund your order for the product(s) in question. You will not be charged any additional shipping fees for eligible replacement items.

Please Note

Refunds will be issued to the original form of payment. If the card is no longer available, credit will be issued to the purchasing card and you will need to contact the issuing financial institution for collection of the returned funds.

Exceptions

The following are not eligible for reimbursement:

• We stand behind the quality of our products and will offer reimbursement when that quality has been compromised. Our refund policy does not apply to products customers do not like the taste of or are issues considered buyer's remorse.
• Items damaged due to customer abuse or negligence. e.g. products delivered but left out in excess time in the elements (heat, cold, rain, exposure to animals) or for more than four hours are not eligible for a refund.
• We do not refund or credit shipping charges for any monthly, auto-ship, or subscription shipments.
• WiO SmartFoods will not reimburse auto-ship/subscription orders that customers forgot to cancel.
• We will not process or refund returned packages marked “Return to Sender.”
• Products stolen from the delivery location*
• Damage due to animals or insects while on the porch.*
• Shipping damage while in transit due to the carrier.*
• Orders that are delivered to an incorrect address due to errors entered by the customer at the time of order.*
• Shipping costs are not reimbursed for requests that don’t include the entire order. For example, if four loaves of bread and two jars of peanut butter are ordered and one jar of peanut butter is cracked, we will replace only the cost of that jar of peanut butter. If every product in the order is damaged, then shipping costs for the order will be included in the reimbursement.

*Expanded reimbursement eligibility available with the purchase of SMART Package Protection at the time of order

SMART Package Protection

We offer the option of extra protection with our SMART Package Protection. For a small fee, SMART Package Protection will cover the cost of the product(s) in your order not covered in our standard return policy due to the following:

• Stolen from the porch (when delivery has been confirmed).
• Damage due to animals or insects while on the porch.
• Shipping damage while in transit due to the carrier.
• Orders that are delivered to an incorrect address due to errors entered by the customer at the time of order.

SMART Package Protection is automatically added to your cart. SMART Package Protection can be removed by unchecking the box during checkout.

What Items Can I Return as New?

Due to the perishable nature of our food, we do not accept returns or exchanges on most items. However, we are committed to providing you with the highest service level possible. Please contact our customer support team at customerservice@wiodiet.com if you experience an issue with any of our products.

You can return the following items as long as they are unopened and undamaged:

• Peanut butter jars (all flavors)
• MRP SmartShakes (all flavors)
• All-Purpose Flour
• Gluten-Free Flour
• Whole Wheat Flour
• Smart&Sweet
• Trio Trim 70 capsules
• Trio Trim 32 capsules
• Hydrate
• Shaker Bottle
• Pump for Pro Omega Oil

Before returning a new product for an exchange or reimbursement you need to contact our team at customerservice@wiodiet.com or (801) 990-1934.

New Item Return Process

The customer is responsible for shipping costs for new product returns. WiO SmartFoods can provide you with a return label so you can get access to the cheapest shipping rates. Upon request, the return label will be emailed to you once the shipping costs are paid.

If you choose to return the product without using a WiO SmartFoods return label, returned new products must be sent to the following address:

WiO SmartFoods Inc.4205 W Nike Dr.West Jordan, UT 84088

We recommend all new returned items be sent using some type of delivery confirmation system to ensure proper delivery. WiO SmartFoods is not responsible for lost, damaged, or stolen items.

After the shipping department receives your return, it generally takes up to 5 business days to process your refund. Once a return is processed, it usually takes 3-5 business days for this return to be posted to your account, depending on your financial institution.

December 2024

Shipping Policy

Order Processing

WiO SmartFoods' goal is to deliver our product to our customers as quickly, affordably, and in the best condition possible. Orders are processed daily, Monday-Friday. Every effort is made to get customers' orders shipped as quickly as possible. WiO SmartFoods strives to ship out orders within 24 hours of order placement except on Fridays, weekends, or holidays. Based on geographic destination, transit time, product type, and holidays, ship date and shipping time will vary.

You will receive an order confirmation email once you place the order and a shipping confirmation email with the tracking number once the order is shipped.

In most cases, product orders will ship out no later than 3-5 business days after the order is placed unless specifically noted in the product description. During holidays, after large promotions, or due to inclement weather or restricted roadways, shipments may be delayed. WiO SmartFoods is not accountable for delays by carriers, weather, road construction, or other impediments out of our control.

Packages will be shipped via UPS ground, FedEx ground, FedEx two-day air, or USPS depending on optimal transit times and product type. The standard ground mail service is shipped via the United States Postal Service First Class Mail, UPS, and FedEx Ground Home Delivery Services.

Orders that contain at least one frozen product can only be shipped from Monday through Thursday; therefore, please allow for two more business days to process your order with a frozen item on late-week orders.

WiO SmartFoods currently only ships to the lower 48 US States.

Customer Pick-up

Order pick-up and in-person order placement are available at our Utah facility located at 4205 Nike Dr, West Jordan, UT 84088. Orders can be picked up from Monday to Friday, from 9 am to 5 pm (MT). To place a pickup order, please call our team at (801) 990-1934.

Domestic Shipping Rates And Estimates:

WiO SmartFoods is constantly working to lower shipping costs. Shipping is expensive and as a small family business, we understand this challenge and do our best to control and limit these costs.

Shipping charges for your order will be calculated and displayed at checkout.

*Normal conditions - excludes exception conditions detailed above.

You can review our FAQs to see our full rates. Estimated delivery time can change during holidays due to carrier availability.

International Shipping:

We do not offer international shipping at this time.

Shipiing to Hawaii and Alaska:

We are actively working on implementing shipping orders to Hawaii and Alaska and will start shipping to these states early in 2025.

Expedited Shipping

Expedited Shipping is available for urgent orders. With our Expedited Shipping Option, we will make your shipment our priority and ship these packages out the same day for all orders placed before 1:00 PM Mountain Standard Time and the next day for all orders placed after 11:00 AM Mountain Standard Time (packages will arrive within 1-5 business days).

Please be advised that shipments are not sent out on Saturdays, Sundays, or any Holidays. We do not guarantee arrival dates or times as WiO SmartFoods has no control over carrier delays, weather, road conditions, or acts of God events.

Contact our Customer Service team for expedited rates at customerservice@wiodiet.com or (801) 990-1934.

Expedited Shipping

We offer the option of SMART Package Protection. For a small fee, SMART Package Protection will cover the cost of the product(s) in your order due to the following:

• Stolen from the porch (when delivery has been confirmed).
• Damage due to animals or insects while on the porch.
• Shipping damage while in transit due to the carrier.
• Orders that are delivered to an incorrect address due to errors entered by the customer at the time of order.

SMART Package Protection is added to your cart. SMART Package Protection can be removed by unchecking the box during checkout.

How do I track my order?

You can view the status of your order information in the Order section of your account. Click here to view your Order History.

Can I change my shipping address?

We will be happy to change the shipping address if you contact us before your order has been sent to the shipping department. While we will make every effort to make the change, we cannot guarantee that our team will be able to make the change in time for your pending order. If you need to change the address. Please contact our Customer Support Team at (801) 990-1934 during our business hours (M-F 9:00 a.m. to 5:00 p.m. MT).

Why does it cost more to ship orders with cold items?

In order to deliver your order in the best possible condition, we add extra insulation, and ice packs, and only use expedited two-day delivery when sending products that require cold ship packaging. These extra elements add to our shipping expenses. When an order contains a combination of products classified as both cold and non-cold, the order is shipped at our cold product shipping rates. The table below explains our shipping costs and tiers for both cold and non-cold orders (shelf-stable).

Which products are considered cold?

We have a total of 20 items classified under our cold shipping category:

Meals:

• SmartBurrito™ Chicken
• SmartCroissant™ Ham, Egg, and Cheese
• SmartCroissant™—Egg and Cheese
• SmartPizza™ Pepperoni
• SmartPizza™ Variety 3-Pack
• SmartPizza™ Cheese
• SmartPizza™ Chicken Alfredo
• 5” Chicken Pot Pie (Personal)
• 9” Chicken Pot Pie (Family Size)

Pies:

• 5” SmartPie™ Apple (Personal)
• 5” Pecan SmartPie™ (Personal)
• 5” SmartPie™ Pumpkin (Personal)
• 9” SmartPie™ Apple (Family Size)
• 9” Pecan SmartPie™ (Family Size)
• 9” SmartPie™ Pumpkin (Family Size)

Snacks & Desserts:

• SmartCookie™ Chocolate Chip
• Chocolate Covered SmartCroissant™
• SmartMuffin™ Chocolate Chocolate Chip
• SmartMuffin™ Pumpkin Chocolate Chip
• SmartMuffin™ 4-Pack Cranberry, Pumpkin, Chocolate, Cinnamon.

December 2024

Terms & Conditions

WiO SmartFoods Inc. and its subsidiaries (“WiO Diet”) provide the content materials contained on our site(s) www.wiodiet.com (the “Site”) as a service to our customers and Site visitors. All Visitors to our Site agree to adhere to the following Terms and Conditions. By accessing the Site and any of its pages, you indicate your acknowledgment and acceptance of the Terms and Conditions set forth below without limitation or qualification. WiO SmartFoods may revise these Terms and Conditions at any time by updating this posting, in which revisions will be binding upon all visitors to the Site. All visitors should therefore review these Terms and Conditions from time to time as you visit the Site. For purposes of these Terms and Conditions, references to WiO SmartFoods include its subsidiaries, affiliates, directors, and employees.

Laws and Regulations

User access to and use of the Site is subject to all applicable federal, state, and local laws and regulations. Unauthorized use of this system is prohibited, and violators can be prosecuted under federal and state laws. Utah law and U.S. Federal law will govern the interpretation and enforcement of these Terms and Conditions.

Copyright and Trademark Information

The information contained at the Site, including but not limited to text and images herein (other than certain images licensed from third parties) and their arrangement, are copyright 2024 by WiO Diet and WiO SmartFoods Inc. All rights reserved.

WiO SmartFoods and its logo are trademarks of WiO SmartFoods Inc. All other trademarks are property of WiO SmartFoods unless otherwise designated or implied herein as belonging to third parties. Nothing contained on the Site shall be construed as granting by implication, estoppel, or otherwise any license or right under any patent, trademark, copyright (except as expressly stated above), or proprietary rights of WiO SmartFoods or any third party.

You are only authorized by WiO SmartFoods to copy, transmit, or display any information registered or owned by WiO SmartFoods on any page of the Site solely for your personal, non-commercial use, provided that any such copy, transmission, or display includes any copyright, trademark or service mark attribution as it appears on such page. The information and materials contained on the Site may not otherwise be copied, transmitted, displayed, distributed, downloaded, licensed, modified, published, posted, reproduced, sold, transmitted, used to create a derivative work, or otherwise used for commercial or public purposes without WiO SmartFoods prior written consent.

The Site, including this page, may contain other proprietary notices and copyright information, the terms of which must be observed and followed. Certain images and information on the Site are the copyright or trademark of third parties and any use is subject to the terms and conditions of such third parties.

Limitation of Liabilities and Warranties

Information on the site is provided as-is without any warranty of any kind, either express or implied, including but not limited to the implied warranties of merchantability, fitness for a particular purpose, and non-infringement. Some jurisdictions do not allow the exclusion of implied warranties, so the above exclusion may not apply to you.

The information contained on the Site may include technical inaccuracies or typographical errors. From time to time, WiO SmartFoods amends, changes, adds, deletes, updates, or alters the information contained on this Site, including information regarding the products and services described on the Site, without notice. WiO SmartFoods assumes no liability for any errors or omissions in the information contained on the Site and expressly disclaims any responsibility to update the information contained on the Site.

In no event shall WiO SmartFoods or WiO Diet be liable for any punitive, special, direct, indirect, exemplary, or consequential damages or any damages whatsoever, including but not limited to loss of use, data, or profits, without regard to the form of any action, including but not limited to contract and tort actions (including libel), arising out of or in connection with the use, copying or display of, or the interaction or any other form of communication with, the site and the information contained on the site (including via computer viruses or any other form of software).

Marketing

Opting out of certain marketing offers from WiO SmartFoods does not opt out of all marketing services. Additionally, we may advertise our Site and services on other websites through the use of banner ads, hyperlinks, and other similar marketing devices. Products offered will be at the sole discretion of WiO SmartFoods. Non-affiliated companies will be solely responsible and liable for the provision of, or failure to provide, stated services, benefits, or products. WiO SmartFoods does not legally endorse or guarantee products or services provided by non-affiliated companies.

Links to Other Internet Web Sites

Some of the websites listed as links herein are not under the control of WiO SmartFoods but rather are exclusively controlled by third parties. Accordingly, WiO SmartFoods makes no representations whatsoever concerning such websites. Although SmartFoods may provide a link to a third party, such a link is not an authorization, endorsement, sponsorship, or affiliation by WiO SmartFoods concerning such website, its owners, or its providers.

WiO SmartFoods is providing these links only as a convenience to you. WiO SmartFoods has not tested any information, products, or software found on such websites and therefore cannot make any representations whatsoever with respect thereto. It is up to you to take precautions to ensure that whatever you select is free of such items as viruses, worms, trojan horses, and other items of a destructive nature.

In no event shall WiO SmartFoods or WiO Diet be liable to any party for any direct, indirect, special, or other consequential damages for any use of any hyperlinked website, including, without limitation, any lost profits, business interruption, loss of programs or other data on your information handling system or otherwise, even if we are expressly advised of the possibility of such damages.

Feedback

Any comments or materials sent to WiO SmartFoods, including feedback data, such as questions, comments, suggestions, or the like regarding the content of any such documents (collectively “Feedback”), shall be deemed to be the property of WiO SmartFoods. WiO SmartFoods' use of the Feedback will comply with our Privacy Notice, which is set forth on the Site and is subject to applicable laws.

WiO SmartFoods shall have no additional obligations concerning such Feedback and shall be free to reproduce, use, disclose, exhibit, display, transform, create derivative works, and distribute the Feedback to others without limitation.

Further, WiO SmartFoods shall be free to use any ideas, concepts, know-how, or techniques contained in such Feedback for any purpose whatsoever, including but not limited to developing manufacturing, and marketing products incorporating such Feedback. Application information submitted to WiO SmartFoods shall be treated confidentially to the extent required by applicable law or as disclosed in the application.

Violations of Terms and Conditions

WiO SmartFoods reserves the right to seek all remedies available at law and in equity for violations of these Terms and Conditions, including the right to block access from a particular Internet address to the Site.

You agree to indemnify, defend, and hold harmless WiO SmartFoods or WiO Diet from any liability, loss, claim, and expense, including attorneys fees, related to your violation of these terms and conditions or your use of the services and information provided on the site.

Contact us if you have any questions or concerns regarding our privacy policy, please contact our Customer Service Department at customerservice@wiodiet.com

December 2024

Privacy Policy

We gather and utilize various types of information listed below. By using our website, www.wiodiet.com (the “Site”), or by enrollment in any of our membership programs with WiO SmartFoods Inc. and its subsidiaries (“WiO Diet”), you signify your acceptance of this Policy. WiO SmartFoods respects our customers' privacy and makes every reasonable effort to protect and safeguard customer-sensitive data. WiO SmartFoods is not accountable or held liable for unauthorized access, data breaches, hacking, or other criminal acts by others.

Note that this Policy applies only to the information collected by WiO SmartFoods and not to any information collected or obtained through other methods or sources.

Public

Public information is defined as the information publicly available regarding WiO SmartFoods Site registered members. This may include demographic information such as gender, user name, age, birth date, purchase history information, browsing history information, appearance, zip code, geographical location, or any other information deemed necessary by WiO SmartFoods.

Private

Private information is defined as information that can personally identify you or is sensitive such as your real name, email address, or credit card number.

When you register to use any WiO SmartFoods service, you will be asked for some general identifying information to enable us to provide you with individualized service. This information may include email addresses, personal status information, and credit card information. Credit card transactions may be processed by the Site via a secure third-party intermediary/financial institution or by a professional payment authorization service chosen for security and reliability.

In either case, only the purchase price and the credit card information provided by the customer will be supplied, and such information will be maintained in the third party’s database for accounting and billing purposes. This information is encrypted via a secure server to ensure that others cannot read it. Once on the secure server, your credit card information is sent to the merchant credit card intermediary for processing. We only use a trusted credit card processing system with a licensed SSL security certificate.

Automatic

Automatic information that is gathered is not personally identifiable data; such as your IP address, site usage, general purchasing behaviors, browser type, browser activity, and browser settings.

We use IP and/or Mac addresses to prevent fraudulent registrations and monitor site usage demographics and dynamics. Information we may obtain regarding your browser and browser settings may be used to ensure that our site’s technical features are available to you.

Except as permitted herein, the specific information we collect is not rented, sold, or shared with any third party without your explicit consent and is only ever disclosed in situations where required by law.

Sharing of Information

While private data is maintained in a common database, only the public information located in your profile will be shared. Private information such as your real name, email address, or credit card number is never shared without your explicit consent. All affiliate member sites adhere to a consistent set of privacy policies and therefore follow the same principles outlined in this privacy policy.

The public demographic information contained in your profile may be presented and/or displayed, however, at no time will your private information be disclosed or presented except under the provisions of this policy.

Except as permitted herein, WiO SmartFoods does not rent, sell, or share personal information about you with any third party, except to the third-party intermediaries or financial institutions that process your transaction, or where required by law.

However, we may use demographic information to tailor the Site and communications to your interests, and we may share demographic information with advertisers or other third parties on an anonymous and aggregated basis such that an individual’s private information or behavior may not be determined (i.e., without telling the advertisers your identity or any personal data).

Our sharing of demographic information is anonymous (i.e., we do not tell which particular users are members of which demographic groups), subject to the rest of this privacy policy. For example; when you respond to an advertisement and give the advertiser your personal information, the advertiser may be able to identify you as being a member of that demographic group only.

We also may disclose your personal information or financial information to our subsidiary and parent companies and businesses, and other affiliated legal entities and businesses with whom we operate under common corporate control.

Whenever personal information or financial information is disclosed under this paragraph, we may also disclose your demographic information on a non-anonymous basis. All of our parent, subsidiary, and affiliated legal entities and businesses that receive your personal information, financial information, or non-anonymous demographic information from us will comply with the terms of this privacy policy concerning their use and disclosure of such information.

In operating the Site, including processing your transactions and supporting your activities on the Site, we may share your personal information with our agents, representatives, contractors, and service providers so they can provide us with support services. Services include but are not limited to authorization of credit card transactions, email origination, receipt or support services, customer relationship management services, order fulfillment, sweepstakes, and promotional fulfillment.

By purchasing, registering for, or making requests for products or services offered or sponsored by third parties on the Site, electing to receive communications (such as emails or magazine subscriptions), or electing to participate in contests, sweepstakes, or other programs (such as discount, subscription, or rewards programs) offered or sponsored by third parties on the Site, you consent to our providing your personal information to those third parties.

These third parties may use your personal information per their privacy policies and as governed by law. You will need to contact those third parties to instruct them directly regarding your preferences for the use of your personal information by them. Additionally, you agree that we may use and disclose all such information so submitted to such third parties in the same manner in which we are entitled to use and disclose any other information you submit to us.

Cookies

In the course of serving advertisements to users in emails, third-party advertisers, or ad servers may place or recognize a unique cookie on your browser. The use of cookies by such third-party advertisers or ad servers is not subject to this Policy but is subject to their respective privacy policies.

Single-Pixel Gifs

WiO SmartFoods may use single-pixel gifs (also known as web bugs, web beacons, or tracking pixels) on the Site. The purpose of these single-pixel gifs is to verify and count web page accesses and gather other statistical information. These single-pixel gifs gather usage and demographic information but do not gather any personal information.

Email

To enhance your experience as a Site member, we send out message notifications, newsletters, site announcements, and from time to time third-party offers from companies that we feel may benefit you. Our site provides you with the opportunity to opt out of receiving different types of communications (except system communications, or communications required for account maintenance), and each email that we send out has a method for opting out located at the bottom of the message.

Opt-Out and CAN-SPAM Act

When you opt-in to various membership programs, you will automatically be registered to receive promotional offers and updates via email from WiO SmartFoods. Additionally, when you become a member, you may be provided with the opportunity to receive promotional offers via email from WiO SmartFoods partners.

While some of these opportunities will only be sent to you if you expressly request them, others may be sent to you unless you elect not to receive them. Accordingly, please review these offers carefully.

Members may, at any time, choose not to receive promotional emails from WiOSmartFoods, Network Sites, or partners of WiO SmartFoods by following the “unsubscribe” instructions in the applicable email.

Notwithstanding the foregoing, WiO SmartFoods may continue to contact members to communicate information about their membership status or similar information relating to WiOSmartFoods, the Site, as well as to facilitate, complete, or confirm any transaction that members enter into, in response to, or fulfillment of inquiries or requests.

Note that unsubscribing from one email list does not automatically unsubscribe you from any other email list that you may be on. Please read the email carefully to find out which list you are unsubscribing from.

Children

Unless otherwise noted, the Site, WiO SmartFoods emails, memberships, and the content available in connection therewith are neither intended for nor directed to, children under the age of 18. Except as otherwise noted, if WiO SmartFoods learns that a person who is a member is under the age of 18, WiO SmartFoods will promptly terminate that membership. WiO SmartFoods is not responsible or held liable for minors who conceal or falsely represent their age when creating accounts.

Links

WiO SmartFoods may have links to other websites on our Site. Some of these other websites contain our brand names and trademarks and other intellectual property that we own; others do not. When you click on these links and visit these other websites, regardless of whether or not they contain our brand names, trademarks, and other intellectual property, you need to be aware that we do not control these other websites or these other websites’ business practices, and that this privacy policy does not apply to these other websites.

Changes to our Privacy Policy

WiO WiO SmartFoods may, from time to time, amend this Policy, in whole or part, at its sole discretion. Any changes to this Policy will be effective immediately upon the posting of the revised policy on the Site.

Contact us if you have any specific questions or concerns regarding our privacy policy, please contact our Customer Service Department at customerservice@wiodiet.com

December 2024