Contact Sugar Reset: Phone, Email, Office and Returns
For an order, tracking, a change or a refund, call the order desk at +1 (302) 200-3480 or email [email protected], with your order ID ready. For a site question, a typo report or press, email [email protected] (Mon-Fri 9:00am-5:00pm ET). Mailed returns go to a separate New York address, not the office address.
Who handles what for Sugar Reset
Two routes, two roles. Sending the right question to the right one gets you an answer faster.
| Contact | Use it for | Not for |
|---|---|---|
| Order desk (+1 (302) 200-3480) | Orders, tracking, changes and refunds | Site typos, privacy questions or press |
| [email protected] | Same order team, in writing | Order status that needs an immediate answer; call instead |
| [email protected] | pages, typos, privacy and press (this inbox cannot see orders) (Mon-Fri 9:00am-5:00pm ET) | Order status, tracking numbers or refund timing |
| Mail to 757 Third Avenue, Floor 14, New York, NY 10017, USA | Mailed-back bottles under the 60-day return window | General correspondence |
| Office 950 Third Avenue, Floor 7, New York, NY 10022, USA | Our registered business address | Returns; do not mail bottles here |
Two channels handle almost everything: the order desk on the official checkout system, which can see your order, and this website's own email address, which we read ourselves but which cannot see any order. The split exists because order questions need to be matched to a purchase record, while site feedback, typos and press requests are better handled in writing, where a link or a screenshot can be attached.
The order desk at +1 (302) 200-3480 is not the phone number printed on the bottle label. The label lists the distributor's own line for Instituto Experience; that number is not set up to look up orders. Call the order desk number above instead, or send this website's email a message and we will point you the right way.
Office address vs. returns address
Office
950 Third Avenue, Floor 7, New York, NY 10022, USAOur registered business address. Not a returns center.
Returns
757 Third Avenue, Floor 14, New York, NY 10017, USAWhere mailed-back bottles go. Full name, email and order id inside the box.
Two different New York addresses, on purpose
Splitting the office from the returns address keeps mailed-back bottles out of the same room as general business mail, so a returned package does not get lost among letters and press packages.
The buyer pays return shipping. Send it with tracking and hold on to the postage receipt. Call +1 (302) 200-3480 first so your order ID is confirmed before you ship anything back.
Full return steps: Sugar Reset guarantee and refund policy.
What to have ready before you contact us
Have a few details ready before you call or write in. The order desk can move faster when your order ID and basic details are on hand instead of being looked up mid-call.
- Your order ID from the confirmation email
- The name and email used at checkout
- The lot number on your bottle, if you are asking about a specific batch (ours reads SUG-26/SU-7651)
- Your shipping address, if the question involves tracking or a returned package
- A short description of the issue: late order, wrong item, refund status, or a site question
None of this is required to reach us, but having it on hand usually turns a back-and-forth into a single call. If you do not have your order ID, the order desk can often still find your record with the name and email you checked out with.
Batch and lot background: how to verify your Sugar Reset batch.
Steps for the four most common questions
Check your order confirmation email first
Tracking numbers and your order ID usually arrive there before you need to call anyone.
Call the order desk for anything order-related
+1 (302) 200-3480 handles tracking, changes and refunds. Have your order ID ready, or email [email protected] if you would rather write.
Email for site or privacy questions
[email protected] covers page errors, typos, privacy questions and press, answered Mon-Fri 9:00am-5:00pm ET.
Mail returns to the returns address, not the office
Include full name, email and order ID. The buyer pays return shipping. Send it with tracking and hold on to the postage receipt.
Refunds post 3-5 business days after the return is credited, then 5-10 days to show on the card once your return is received and credited. If a step here does not match your situation, the table further down this page sorts by the exact question you have.
What happens after you contact us
Calling the order desk connects you to the team that can see your order, which this website's own email cannot. Have your order ID ready and the agent who answers can look up shipping status, confirm a pack size, start a return, or check where a refund stands.
A return takes a second step. After you hear back, you mail the bottles to 757 Third Avenue, Floor 14, New York, NY 10017, USA with full name, email and order ID inside the box. The buyer pays return shipping. Send it with tracking and hold on to the postage receipt. Once the package is received and credited, refunds post 3-5 business days after the return is credited, then 5-10 days to show on the card.
Emailing [email protected] works differently: a person on our side reads the message during business hours (Mon-Fri 9:00am-5:00pm ET) and replies directly. It is the right channel for anything that does not need to touch your order record, such as a page that will not load correctly or a press request. This inbox cannot see orders, so an order question sent here will be redirected to the order desk.
Shipping questions
Shipping questions go to the order desk, not the site email. Parcels leave from within the US unless the sales page names another origin. Shipping is free on the 3 and 6-bottle kits; the 2-bottle kit adds a shipping charge at checkout. Tracking arrives in the order email. Because the shipment is tied to your specific order, only the order desk can look up where a package is and confirm what showed at checkout for your total.
| Question | Where the answer lives |
|---|---|
| Has my order shipped? | Tracking email, or call +1 (302) 200-3480 |
| What will shipping cost? | Shown at checkout before you pay |
| My tracking has not updated in over a week | Call +1 (302) 200-3480 with your order ID |
| I want to change my shipping address | Call +1 (302) 200-3480 as soon as possible, before the order ships |
Which contact fits your situation?
| Situation | Best contact |
|---|---|
| My order has not arrived | +1 (302) 200-3480 |
| I want to return a bottle | +1 (302) 200-3480 first, then mail to 757 Third Avenue, Floor 14, New York, NY 10017, USA |
| I found a typo or broken link | [email protected] |
| I have a press or partnership question | [email protected] |
| I want to change my shipping address before it ships | +1 (302) 200-3480 |
| My tracking link is not updating | +1 (302) 200-3480 |
| I have a medical question about taking Sugar Reset | Your physician or pharmacist, not this site |
Neither the order desk nor the site email can give medical advice. If you have a health question, talk to a physician; see our side effects page for general information only.
What happens to your information when you contact us
Contacting us does not sign you up for anything else. A call to the order desk or an email to our site address is used to answer your question, and, for a return, to process a refund. It is not added to a marketing list because you wrote in.
We ask for an order ID, your name and the email used at checkout because those are the fields that let an order be found quickly. We do not need, and will not ask for, your card number by email or phone; checkout payment details stay on the secure sales page where you paid.
See our privacy policy for the full picture of what we collect and why.
Contact: common questions
What is the fastest way to check my order status?
Call the order desk at +1 (302) 200-3480 with your order ID, or check the tracking link in your confirmation email.
Is there a phone number for orders?
Yes. The order desk at +1 (302) 200-3480 handles tracking, changes and refunds. This is a different number from the distributor's line printed on the bottle label.
Where do I mail a return?
757 Third Avenue, Floor 14, New York, NY 10017, USA. Do not send returns to the office address.
What should I include with a mailed return?
Full name, email and order id, and use a tracked shipping service since the buyer pays return shipping. send it with tracking and hold on to the postage receipt.
How long does a refund take?
3-5 business days after the return is credited, then 5-10 days to show on the card, once the return is received and credited.
What is the email address for site questions?
[email protected], answered Mon-Fri 9:00am-5:00pm ET. This inbox cannot see orders.
Is the office address the same as the returns address?
No. The office is 950 Third Avenue, Floor 7, New York, NY 10022, USA. Returns go to 757 Third Avenue, Floor 14, New York, NY 10017, USA.
Is the label's phone number the same as the order desk?
No. The label prints the distributor's own line for Instituto Experience. Call the order desk at +1 (302) 200-3480 for anything about your order.
Order Sugar Reset from the authorized retailer
One bottle holds 60 one-millilitre servings. Two, three and six-bottle kits cost $79, $69 and $49 a bottle, and each comes with the same 60-day money-back guarantee. Questions before you order? The FAQ covers the common ones.
