Shipping & Returns

How is my order shipped? 

Presently, due to personnel shortages at the major carriers, delivery times during the Holiday months can be longer.

Orders are shipped Monday through Friday via USPS First Class, Priority Mail, UPS, FedEx or DHL. Standard delivery usually takes 4 to 14+ business days within the United States.  

Canadian orders are shipped via UPS only and typically arrive in 5 to 14+ days. We reserve the right to change carriers at any time to process orders most efficiently. Canada orders are shipped within 24 hours after receipt Monday through Friday.

We also offer Express (1-2 Day Service) as a shipping option within the continental United States for an additional fee. Express (1-2 Day Service) is NOT OFFERED TO: Alaska, Hawaii, Puerto Rico, Military Addresses or PO Boxes.

The first day that an order is placed (which includes Saturday and Sunday) does not count towards the Express 1-2 day service time. Weekends (Saturday & Sunday) do not count towards the Express (1-2 Day Service) shipping option.

A maximum of 4 jars can be shipped via Express (1-2 Day Service) at one time. Additional jars will be shipped via another (Ground) shipping method the same day. 

Orders placed after this time or on holidays are shipped the next available business day.

Certain carriers may add a brokerage fee to international shipments which we cannot control or determine ahead of time.


What is the shipping cost?

Standard shipping is always FREE for orders with a delivery address within the continental United States & United Kingdom!

We also offer Express (1-2 Day Service) as an expedited shipping option within the continental United States for an additional fee.


How long does it take to ship my order?

Orders are shipped the same day if received before 1:00PM EST Monday through Friday.

Canada orders are shipped within 24 hours after receipt Monday through Friday.

Orders placed after this time or on holidays are shipped the next available business day.


Do you ship internationally?

Yes!  We ship to customers in the United States, Canada, & United Kingdom. Please contact us if you are located outside these regions and we will see if we can help you. 


Tracking

You can track your order using the tracking link provided in your shipment notification email.


Errors in Delivery Address

DOUBLE CHECK YOUR SHIPPING ADDRESS FOR ACCURACY! Once an order is placed, the shipping address cannot be changed after 15 minutes have elapsed. It is the responsibility of the customer to make sure their delivery address is entered correctly BEFORE AN ORDER IS PLACED. We cannot be held responsible for lost orders due to an incorrect shipping address entered by the customer. Orders lost due to an incorrect shipping address entered by the customer are not refundable. If an order is returned to us due to an incorrect shipping address or other complications, we will notify you via email and you will receive a refund minus any original shipping charges we incurred.  Please double-check your shipping address before placing your order.


Shipping Schedule

Orders are shipped Monday through Friday excluding observed U.S. holidays.

Observed Holidays on which we are closed:

  • New Year’s Eve
  • New Year’s Day
  • Martin Luther King Jr’s Birthday
  • Washington’s Birthday
  • Memorial Day
  • Independence Day
  • Labor Day
  • Columbus Day
  • Veterans Day
  • Thanksgiving Holiday (2 days)
  • Christmas Eve
  • Christmas Holiday (3 days)

Returns / Missing Merchandise 

Product returns require prior authorization.

To keep Pan-tenex™ pricing as low as possible for our long-term customers, we will only accept the return of unopened & undamaged product that is received by us within 10 days of the original order date.  Regrettably, we cannot accept product returns due to a misdiagnosis.  Orders of 2 or more jars are not returnable.

To be eligible for a refund, you must contact us via email within 5 days of the original order date and state the reason for your return before we can grant authorization.  The jar(s) must be unopened and in the same undamaged condition in which you received it.  Please note that we reserve the right to refuse the return of any suspicious multiple-item orders and/or those returns that do not fully comply with our return policy.

Once we receive your request, we will contact you with further information. You are responsible for all return shipping charges.  Please make sure the return package has a tracking number as we are not responsible for any returns that are lost in transit or that fail to arrive at our specified location.

Upon receipt and inspection of the returned product, if approved, we will process your return within 5 business days and issue a refund minus original shipping, handling and any restocking fees incurred by us.

Orders received via Autoship Subscription are not returnable.  Once an Autoship Subscription is created, it is the responsibility of the customer to cancel the subscription service in My Account before the order ships.

Orders shipped to Canada and United Kingdom are not returnable due to U.S. import regulations on product re-entering the country.

Any damage claims must be supported by pictures that adequately show the damage so we may submit a claim with the carrier.

Claims regarding missing merchandise from a delivered order must be made within 24 hours after confirmed delivery of the order via the provided tracking number.

We cannot be held responsible for stolen packages once an order delivery is confirmed via the provided tracking number.

Please contact us if you require further assistance regarding a return.