Shipping Policy

1. WHERE WE SHIP

1.1. We ship to the United States, the European Union, Canada and Australia. Checkout shows the countries and regions we deliver to and whether we can deliver to your address. If your country or state is not available at checkout, we are unable to deliver to you. If we cannot deliver to your location after you have ordered, we will contact you and refund you in full.

2. SHIPPING COSTS AND TAXES

2.1. Shipping charges, if any, are calculated and shown at checkout before you pay. Any taxes we are legally required to collect are included in the total shown at checkout. Displayed prices include taxes where required by applicable law.

3. DELIVERY TIMES AND DELAYS

3.1. Most orders arrive within 2-7 business days after dispatch, depending on your location, delivered by USPS, UPS or another carrier selected by our fulfilment partner. Tracking information may take 1-3 business days to appear. Delivery times are estimates and may be longer during holidays, because of carrier delays or because of events beyond our control, such as severe weather or strikes. Such events are handled under Section 15.2 of our Terms of Sale, and you keep your right to cancel for a full refund under Section 3.2 below.

3.2. If we cannot ship your order within 30 days of receiving it, we will notify you before that deadline and give you the option to accept the delay or cancel your order for a prompt full refund.

4. TRACKING

4.1. When your order ships, we email you a tracking number so that you can follow its delivery.

5. CHANGING YOUR ADDRESS OR CANCELLING

5.1. You can change the delivery address of a one-time purchase or initial subscription order, or cancel it for a full refund, within 18 hours after placing it by emailing [email protected]. Once an order has been sent for fulfilment, its address cannot be changed. For subscriptions, update your address in your account settings or by emailing us before your next renewal payment.

6. DELIVERY CONFIRMATION

6.1. Your order is treated as delivered when the carrier’s tracking shows it as delivered to the delivery address you provided, or to a parcel locker or pickup point you selected. Delivery to your address includes delivery to your door, mailbox, a neighbour, or another safe place at that address where the carrier leaves parcels in line with its delivery terms or your instructions.

6.2. We rely on the carrier’s delivery confirmation as evidence of delivery, whether or not a signature was obtained. Where the carrier provides a photo of the delivered parcel, we also rely on that photo as evidence of delivery. We accept this evidence unless you show that your order was delivered to a different address or was not delivered.

6.3. If tracking shows your order as delivered but you cannot find it, please see Section 5.3 of our Refund Policy.

7. LOST OR DAMAGED PARCELS

7.1. If your package does not arrive or arrives damaged, please contact us as soon as possible, preferably within 14 days of the expected delivery date for missing packages or the actual delivery date for damaged packages. We can help you file a claim with the carrier. Also, we will investigate the issue and review your report and any supporting information. Based on the information you provide and whether you reported the issue within the applicable time limit, we may offer an appropriate remedy, such as a replacement or a refund to your original payment method. Please note that if tracking shows that your package was delivered, we treat the order as delivered.

8. INCORRECT ADDRESS OR RETURNED PARCELS

8.1. You are responsible for providing a correct and complete shipping address. If a parcel is returned to us because the address you provided was incorrect or incomplete, or because it was not collected, we will contact you and, at your choice, reship it at your cost or refund the price of the Products. If you refuse delivery, we treat the order as returned and refund the price of the Products once the parcel is back at our facility.

9. CONTACT US

9.1. If you have any questions about shipping or your delivery, we are happy to help. Please contact us at [email protected] and include your order number so that we can assist you quickly.