Shipping & Returns

How is my order shipped? 

Orders are shipped Monday through Saturday via USPS First Class, Priority Mail or UPS. Delivery usually takes 5 to 7+ business days within the United States. Canadian orders are shipped via UPS only and typically arrive in 10+ days.

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

The first day that an order is placed (which includes Saturday and Sunday) does not count towards the Priority Mail Express 1-2 day service time.

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

Orders are shipped the same day if received by 11:00AM EST Monday – Thursday. Friday orders must be received by 10:00AM to ship the same day.

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

We reserve the right to change carriers at any time to process orders.

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 United States & United Kingdom!

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


How long does it take to ship my order?

Orders are shipped the same day if received by 11:00AM EST Monday through Thursday.

Orders on Friday must be received by 10:00AM to ship the same day.

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

Sorry, but we cannot be held responsible for orders placed with an incorrect shipping address.  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 

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.

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