Welcome to Aunt Flow

Hi there! Welcome to Aunt Flow. We’re happy to have you as a partner in the Menstrual Movement. The Aunt Flow team is here to support you throughout the process of implementing and expanding access to period products at your organization. 

To ensure a successful partnership, we’ve outlined all of the terms and conditions in this handy document. Give it a read (we promise it's not as daunting as it might sound). If you have any questions or concerns, don't hesitate to reach out to our friendly support team at hello@goauntflow.com. We’re SO excited to get things flowing!

Placing Your Reorder

Ready for a period product reorder? We recommend that you place your reorder when using your last case of product to refill the dispenser… don’t wait until you’re entirely out! You have a couple of options to pick from when reordering:

Option 1 - Log into your online account portal 

• Log into your account to place your reorder online HERE. 
• Within your account portal, you'll have access to your pricing, payment terms, and tax-exempt status (if applicable). 

Option 2 - Don’t have an online account? No problem! Fill out the reorder request form HERE.

• If you are placing an order using a purchase order, please include a PDF copy of your purchase order at the time of submission.
• It is the customer’s responsibility to ensure the following are correct before paying or approving the sales order:
  • Ship-To Address
  • Bill-To Address
  • Payment Terms
  • Product Quantities
  • Pricing
• Aunt Flow is not responsible for any incorrect information confirmed by the customer (e.g., shipping info, quantities, pricing).

Option 3 - Sign up for auto-subscriptions

• Great news: You can officially cross “order Aunt Flow period products” off your to-do list…forever! Check out our blog for detailed instructions on setting up your Aunt Flow subscription. 
• For subscriptions, payment must be made by credit card when the order is processed. Purchase orders are not accepted for subscriptions at this time.

Payments / Payment Terms 

Ready to make the purchase? We're all about flexibility, so choose from the following:

• We accept: Credit Card, ACH, or go old-school with a Check
• We offer: Payment in advance and Net Terms 

Heads-up: all invoices should be paid by the due date noted on the invoice. Any invoices not paid by the due date are subject to a 2% monthly interest fee.

Credit Approvals 

• Aunt Flow will request credit references at our discretion. 
• All orders are subject to credit approval at Aunt Flow’s sole discretion. 
• No deductions are allowed from remittances without Aunt Flow’s prior written authorization.

Acceptance of Orders

You placed your order - YAY! Here are a few things to keep in mind once our team receives it: 

• Aunt Flow reserves up to one (1) business day to confirm an order.
• Purchasers agree to the Terms and Conditions of Sale in this agreement with order placement.
• Aunt Flow may, in its sole discretion, refuse or cancel any order.
• Aunt Flow may also require additional qualifying information prior to accepting or processing any order.

Customer Approval of Orders

To ensure a successful partnership, our team will reach out to you for customer approval of an order if we’re missing or need to align on the information below:

• The purchase order (PO) is not provided at the time the order is placed. We’ll need you to send it over to include in the sales order
• The PO provided does not match what our sales order is showing, a.k.a., we’re seeing different pricing, shipping, or costs on our end! 
  • Please note: this can happen with distributor orders due to different pricing and shipping!

Order Fulfillment

Your order is on the (menstrual) move(ment)! Curious to know how long shipping takes? Look no further: 

Parcel orders will process and ship in 1-2 business days. You can track your order with the carrier tracking information provided via email.

LTL (less than truckload)/FTL ( full truckload) will process and ship within 5-6 business days. You can track this order through the carrier and pro-number information sent via email. Please note: 

• The carrier may reach out directly to align with you on the delivery date or to schedule the delivery. 
• Final delivery date is also based on customer receiving availability.

Order Cancellation

To ensure your order arrives as quickly as possible, Aunt Flow begins to fulfill your order within 24 hours of the order being received. It is critical that we know about any changes or cancellations as soon as possible.

• To cancel or modify an order, contact orders@goauntflow.com as soon as possible. The subject line must include “Urgent Cancellation” and your order number.

We cannot guarantee any cancellations or modifications but will do our best to accommodate immediately. We apologize for any inconvenience! 

Freight

Costs:

• All freight costs are incorporated into the product pricing. No separate freight fees will apply.
• Any and all failed delivery attempts made by a carrier will be charged to you at full price.

Carrier Selection:

• Aunt Flow is responsible for the selection of the freight carrier 
• Should you require your own specified carrier, you could be subject to additional charges due to missed pickup, late carrier arrival, detention charges, or carrier non-performance.

Delivery timeframes:

• Most orders are delivered within 7-10 days of approval of the sales orders. This will vary depending on shipping method (parcel vs LTL/FTL) and ship-to location.
• We will use reasonable endeavors to meet our time frames for delivery, but these are estimated delivery dates. 
• Many factors (some of which are beyond our control) can affect these timeframes, and we cannot guarantee they will always be met. We reserve the right to amend our stated time frames without notice to you, and Aunt Flow will not be liable to you for any delays.

Customer Pickups:

• Customers can arrange for pickup by notating it on their order and our team will reach out to them to coordinate the pickup with our warehouse.

Customer Receipt of Order

Once the customer acknowledges the receipt of goods (the order) is in good condition and in the correct quantities, the ownership of goods is officially transferred from Aunt Flow to the customer.

• LTL/FTL
  • By signing the BOL document detailing the type, quantity, and destination of the goods, which is issued by the carrier to the shipper, the customer acknowledges that the quantities are correct and the goods are in good condition.
  • Shortages and/or damage must be noted on the delivery receipt with the carrier's signature at the time of delivery, and we must be notified within 2 business days of delivery. 
• Parcel
  • If there are shortages and/or damages, we must be notified within 2 business days of delivery.

Claims for Damaged Goods or Discrepancies in Order / Shipment Received 

We know things don’t always go (or come) as expected… that’s our business. Your satisfaction is our mission, and we’re here to make it right!

• If the quantity is not accurate (either too many or too few), the product is incorrect, or the product arrived damaged, please contact our Customer Service team (orders@goauntflow.com) within 2 business days. 
• You may be requested to return any incorrect or excess products received. We will arrange for the products to be returned unless stated otherwise. 
• You may be asked to provide evidence (e.g. snap some pics) to support your claim. 

Dispenser Returns/Exchanges

If your dispenser dreams are not quite as expected, you've got a 30-day window to make a move – exchange or return, it’s your call!

• Dispensers can be exchanged/returned within 30 days of receipt
• Dispensers must be in original packaging with no previous installation. 
• You may be asked to provide more information on why you want to exchange/return the product.
• A $50 fee will be charged per dispenser to cover return freight and restocking fees
• Shipping labels will be emailed to you referencing your RMA number.
• Once the product is received, inspected, and approved, you will receive a credit to your account or a refund.

Period Product Returns/Exchanges

We love our products and think you will too, but if it’s not meant to be, we totally get it! However, due to the nature of this product, we cannot accept exchanges or returns.

Please feel free to share any unused products with a friend or donate them to your local food bank!

For any quality concerns, you can fill out our quality intake form, and someone from the Aunt Flow team will contact you.

Disposal System Returns/Exchanges

While we understand sometimes things don't work out, unfortunately, due to the nature of our disposal product line, we're unable to accept any exchanges or returns on these items.

For any quality concerns, you can fill out our quality intake form, and someone from the Aunt Flow team will contact you.

Warranties and Liabilities 

Your dispenser is in good hands with our 1-year warranty kicking in from the moment it becomes yours. Here's the lowdown on what the warranty will and won’t cover:

• Covered:
  • Dispensers are covered under warranty for 1 year from receipt of product under normal use.
  • Aunt Flow dispenser warranties are limited to the repair or exchange of defective parts.
• Not covered:
  • Normal wear and tear
  • Damage from accident, misuse, abuse, vandalism, fire, floods, or acts of God (unfortunately, we can't perform miracles there) 
  • Cosmetic damage, including scratches, dents, graffiti, chips, and other damage to dispenser finishes – unless such damage results from defects in materials and workmanship and is reported to Aunt Flow within 30 days of receipt. 
  • Warranty will not be covered If it is identified that other products that are not Aunt Flow cartridge products are being used in the dispensers 

Parts and Accessories 

If your Aunt Flow products need a little TLC, fear not – we've got the fix! 

Please contact quality@goauntflow.com for all your replacement part needs. We've got the goods to keep your flow game strong! 

Contract Price Support/Bids

For any Bid or RFP inquiries, please complete this form or reach out to hello@goauntflow.com to learn more!

Questions?

Still can't find what you're looking for? We’re here to help!

• ​For questions regarding your order, placing a new order, shipping, or delivery issues, please contact orders@goauntflow.com.
• For quality concerns, please fill out this form or contact quality@goauntflow.com and complete this Form.
• For troubleshooting, please use our self-service resources located in our Help Center.

We are SO excited to partner with you and make the world better for people with periods!