General Orders
95% of orders ship the same or next business day. We do not guarantee same day shipping, but we try very hard!
We process and ship orders Monday through Friday, 9AM to 5PM ET. Orders placed outside of these hours will not be processed until the next business day. We are closed Saturday and Sunday. If you place your order after 5:00pm on Friday, your order will not be processed until Monday.
If your order has been processed for shipping, or has shipped, we can not cancel your order. You can refuse the delivery, and your order will be subject to our return policy.
Your shipping costs will be calculated in your shopping cart at the time of checkout and before you confirm your order. The default shipping option is a service such as FedEx, UPS or USPS. Orders shipped to P.O. Boxes or APO/FPO can only be shipped via USPS. Orders with FedEx shipping typically will ship the same day if placed before 5:00 p.m. EST, but may take up to 2 business days from order confirmation. Orders with USPS shipping typically ship the following business day, but may take up to 3 business days from order confirmation. "Business day" as used in this agreement is defined as Monday through Friday, except for federal or state holidays.
If an item is backordered, and we can't ship your order for more than 3 business days, we will notify you. Also, if you must have your order by a certain date, please let us know, so we can manage your order properly.
If we have a problem getting an authorization on your credit card for any reason, your order will not progress until we do. We will contact you ASAP to discuss how to proceed.
Sample Orders
Orders for samples are processed and mailed via the US Postal Service with first class postage within 3-5 business days. They do not have a tracking number.
Backorders
In the unlikely event that an item on your order is backordered, you will be notified by phone, email, or mail within two (2) business days. At this point you can choose to either wait for the item, or remove it from your order. If you choose to wait, or we are unable to contact you, then the backordered item will ship out to you automatically just as soon as we get it back in stock. We will ship the available items immediately and ship the balance when it becomes available (with no additional shipping charges).
Payments for backordered items are paid in advance as part of the original order. If you choose to remove the backordered item from your order, a refund will be issued that is consistent with the original method of payment.
Refused Packages
Once an order has shipped it is considered to be a completed transaction and is subject to our standard return policy. Refusing a package does NOT entitle you to a refund. Refused packages are subject to a 15% restocking fee* plus the cost of shipping and handling. When we receive the refused package back, a refund will be issued consistent with the original method of payment for the remainder of the purchase total.
*The restocking fee covers the costs that we have incurred during the fulfillment of your order, including but not limited to: merchant processing fees, wages, transportation fees, inventory shortage, and materials.
Undeliverable Addresses
Orders that have been returned to us due to an incorrect address will be handled in a timely manner by our customer service department. If BioDerm Sciences, Inc. has made the error, we will re-send the shipment to the correct address at no cost to you. If the person who placed the order made an error in the shipping address, or never claimed the package, they will need to pay the cost of re-shipping the package. If we cannot contact the person who placed the order within 10 days of receiving the undelivered package back, the package will be treated as a refused package (see "Refused Packages" for more info).
