Shipping & Returns Policy

Where and how we ship

United States only, to verifiable street addresses (no forwarding services or freight forwarders). Orders ship after payment confirmation and lot allocation, normally within 1–2 business days. Tracked service is included in the flat shipping fee shown at checkout.

Cold-chain items ship with insulated packaging and ice packs and only Monday–Wednesday to avoid weekend transit. Every parcel includes the lot number(s) shipped; the vial label carries the QR to that lot's COA.

Delivery problems

If tracking shows delivered but the parcel is missing, contact support within 3 days so we can open a carrier claim. Damaged or leaking shipments: photograph the outer box, inner packaging and items and contact us within 7 days; do not discard packaging until we confirm.

Returns

Unopened, sealed items at the correct storage condition may be returned within 14 days of delivery for a refund less original shipping. Contact support first for an RMA number and instructions; unauthorised returns cannot be processed.

Not returnable: opened vials, items exposed to temperatures outside the labeled range, cold-chain items, and items marked final sale.

Refunds and lot holds

Refunds go to the original payment method within 5–10 business days of receipt. If Quality places a lot on hold or recalls it, we contact affected customers directly with a refund or replacement from a released lot; no action is needed on your side until you hear from us.

Contact

support@originheals.com