Customer Service - KetoVie

Quick Access Numbers

Shopping KetoVie at Ajinomoto Cambrooke

• Personal retail accounts: 866 456 9776, option #2
• Institutional accounts: 866 456 9776, option #3

General Customer Care & Medical Food Product Support: 866 456 9776

Customer Care representatives are available from 8:30 a.m. to 5:30 p.m. EST, daily. If you are calling with a question regarding an order for one of our ketogenic products, please have your order number or confirmation handy to help facilitate a faster response. Your satisfaction is guaranteed. Should you have a problem with your shipment, please contact our customer service center to receive instructions and an RMA number to credit your account.

Addresses

Questions and Comments (Do not send payments to this address)

Ajinomoto Cambrooke 4 Copeland Drive Ayer, MA 01432

Payment Remittance (checks payable to CAMBROOKE)

CAMBROOKE Dept CH 16849 Palatine, IL 60055-6849

Questions

For questions about any KetoVie or KetoVie Café products, refer to FAQs or email your question to [email protected]

Shipping

All medical food products are shipped via UPS Ground Service (expedited freight is available at an extra charge). Any damages or errors with your shipment must be reported immediately. Please call 866 456 8776, option #2. We make every attempt to ship all orders received before 3pm EST the same day.

Returns

Returns must be pre-approved within 14 days of delivery. All returned products must be received 14 days from date of authorization to receive full credit. Damages and short shipments must be reported within 5 business days for credit to be issued or replacement products to be sent. Please contact Ajinomoto Cambrooke with the following information to receive a Return Merchandise Authorization Number (RMA):

• Product name
• Reason for return
• Lot number
• Date of expiration

The following products are not eligible for return:

• Expired product
• Partial or open cases

Returns must be in accordance with the following conditions:

• Must be returned to Cambrooke with 4 months of product shelf life (expiration date) remaining.
• All cases must be unopened and in good condition. The case/product must be free of additional writing and/or labeling.
• A restocking fee of 25% of the returned product value will be deducted from any credit due.
• The product must be shipped in an outer box with packing material and the RMA number visible on the exterior surface of all returned packages.
• Credit will be issued upon receipt and inspection of returned product. Returned product must be in saleable condition to receive credit.
• Note: If the returned product is due to error on behalf of Cambrooke, we will pay all shipping charges and replace the product immediately. Otherwise, the customer will pay all shipping charges for products returned.