Refund policy
Returns, Refunds & Guarantees
Thank you for choosing Nathan & Sons. Because many of our products are consumable or used in oral care, our return and refund policy varies by product type. Our goal is always to be fair, clear, and helpful — if you’re ever unsure, please reach out.
Return Eligibility & Timeframe
We offer a 30-day return window for eligible items, starting from the date your order is delivered.
Eligible for Return (Non-Consumable Items Only)
The following non-consumable products may be returned within 30 days:
- Gum cases and accessories
- Gum dishes
- Multitools
- Apparel
- Toothbrushes (must be unopened)
Items may be opened or unused unless otherwise noted and should be returned in reasonable condition.
Not Eligible for Return (Consumable Products)
For safety and hygiene reasons, consumable and oral-care products are final sale, including:
- Chewing gum (all flavors)
- Pearl Powder
- Pearl Serum
- Any opened or used oral-care product
Onward Protection: Taste, Shipping & Delivery Issues
At checkout, customers may add Onward Order Protection, which covers:
- Taste Guarantee (flavor preference)
- Lost shipments
- Stolen packages
- Damaged items
- Covered returns or exchanges
Taste Guarantee (via Onward)
If you added Onward at checkout and don’t love the flavor:
- You may request a refund or flavor exchange
- The original product does not need to be returned
- Claims are handled through Onward for faster resolution
If Onward was not added at checkout, consumable products are final sale.
Submit a Claim or Return Request
Orders with Onward Protection
If your order includes Onward Order Protection, you can submit a claim for taste preference, lost, stolen, or damaged items directly through Onward:
👉 Submit an Onward Claim or Request a Return
If you’re unsure whether your issue qualifies or where to start, feel free to contact us — we’re happy to help guide you.
Returns for Non-Consumable Items (No Onward)
To request a return for an eligible non-consumable item, please use the return link on our site or contact:
Returns sent without prior authorization may not be accepted.
Return Shipping
- Customers are responsible for return shipping on eligible items
- If Onward Order Protection was added at checkout, return shipping may be covered under that program
Damaged or Incorrect Items (Without Onward)
If your order arrives damaged, defective, or incorrect and Onward was not added, please contact us as soon as possible and we’ll make it right.
Exchanges
We don’t process traditional exchanges for non-defective items.
The quickest option is to return an eligible item (if applicable) and place a new order.
Taste Guarantee exchanges follow the Onward process above.
Subscriptions
New Subscription Terms
New subscriptions cannot be canceled within the first 10 days, giving you time to receive and try the product.
After the Initial Period
After the first 10 days, subscriptions may be:
- Canceled
- Skipped
- Modified (flavor, quantity, or frequency)
at any time through your account portal.
Refund Timing
Once an approved return is received and inspected:
- Refunds are issued to the original payment method
- Please allow up to 10 business days for processing
- Banks and card issuers may take additional time to post funds
If it’s been more than 15 business days since approval, just reach out and we’ll take a look.
EU Customers – 14-Day Cooling-Off Period
For orders shipped into the European Union, you may cancel or return eligible items within 14 days of delivery.
Consumable product exclusions still apply unless covered by Onward Order Protection.
A Note on Fair Use
We aim to be generous and reasonable with returns and guarantees. In rare cases, we may limit refunds or exchanges if we see patterns of misuse — but if something genuinely isn’t right, we always want to hear from you.
