Shipping & Returns
We pride ourselves on offering our clients world-class customer service – and that extends to all things shipping related. Read through for our policies. Still, have questions? Please don’t hesitate to reach out to us at firstname.lastname@example.org.
What type of shipping do you offer? Where do you ship?
We currently ship to the US and around the world. While most of our items are sent via US Priority Mail, there are a few exceptions:
- ReGain Injectable Collagen (when shipped domestically) is ALWAYS sent out overnight via UPS, and only Monday – Thursday. This product can be shipped internationally as well with special accomodations; please contact us if you have additional questions about the shipping of this product.
- PeriSeal Tissue Patching will be sent out via UPS ground shipping unless a more expedited method is chosen.
Shipping costs are based on weight and provided directly by our shipping provider. We do offer many shipping methods and strive to get our products out to you promptly.
How quickly will my order ship?
We know you want to receive your products as quickly as possible, and we will do our best to get every product in your hands as fast as we can. Orders are processed in the order received, usually shipping within 1-2 business days, though there may be a short delay during busy shipping seasons or for orders placed on a holiday or weekend. Orders placed before 3 pm ET, Monday – Friday are generally processed the same day. Orders placed after 3 pm ET on Friday will most likely ship on Monday.
We often can accommodate emergency orders (those which require overnight shipping). We encourage you to place these orders directly with our staff by calling 888-289-1890.
How do I check the status of my order?
If you placed your order through our website, then when your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow up to 48 hours for the tracking information to become available.
If you placed your order with us over the phone, we will email a confirmation to you if you given us your email address. We do not call with shipping information.
If you haven’t received your order within 8 days of receiving your shipping confirmation email, please contact us at email@example.com with your name and order number, and we will look into it for you.
Can I change my shipping address?
Because our orders are generally processed immediately once they are received, we are often unable to make changes to order information. Please verify your shipping address during the checkout process, before submitting your order. If you absolutely MUST make a change to your order, please do so as soon as possible by calling 888-289-1890 and we will attempt to accommodate your required changes.
Do you ship internationally?
We do! International orders require extended shipping time and we are not responsible for delays at customs. Shipping times vary greatly based on your international shipping address. Additionally, import duties, taxes or other charges are not included in our shipping price.
Should you have questions regarding placing your international order, we encourage you to reach out to us by phone or via email at firstname.lastname@example.org. We will do our best to make sure your international order arrives with as few glitches as possible.
What is your return/exchange policy?
We understand that committing to a product is a big decision, and we want you to feel confident about your purchase. Please take the time to review all our information before placing your order, as many surgical products can NOT be returned. If you aren’t sure if a particular product will work for your application, we encourage you to call us at 888-289-1890 to discuss your application and needs before purchasing.
We do reserve the right to review any specialized return requests, so if you aren’t sure if an item can be returned, we do encourage you to give us a call.
Ordered the wrong size or the wrong formulation? We understand and will work with you to help make sure you have the products you need in the sizes you need. Please give us a call and allow our staff to assist you in getting the correct items.
Damaged / Defective Items
If you receive a damaged or defective product, please email us at email@example.com immediately, or call us at 888-289-1890 so that we can expedite a replacement.
It is your responsibility to assure the quality of all goods upon receipt. You must obtain a return shipping confirmation from us before returning any products. To be eligible to receive a refund or credit for returned goods that are damaged or defective, your refund or credit request must be received no more than thirty (30) days from the order placement date. Any approved refund or credit will only be for the value of the returned items. For your security, refunds will be credited back to the original payment method used for the purchase. If your credit card has expired or is canceled, a credit will be issued to your account.
We are here to support YOU! If there is a piece of information you need that you feel wasn’t covered here, please give us a call or drop us a line at firstname.lastname@example.org.