Shipping policy
Shipping Policy
Thank you for choosing Mesoglow. Please review our shipping policy carefully to understand how we handle the delivery of your orders. By placing an order with Mesoglow, you acknowledge and accept the terms outlined below. If you have any questions or require assistance, please feel free to contact our Customer Support team.
1. Shipping Address
All orders are shipped to the address provided during checkout. Customers are responsible for ensuring that the shipping address is accurate and complete. Mesoglow is not liable for orders delivered to incorrect or incomplete addresses. Orders returned due to address errors or failure to collect will require a new shipping fee before reshipment. If the order is canceled after return, shipping and return fees will be deducted, along with a 15% restocking fee.
You may update or cancel your order through your account, provided the order has not yet been dispatched. Orders that have already been shipped cannot be canceled.
2. Shipping Timeframes
Estimated delivery timeframes vary depending on the destination and shipping method selected at checkout. The total delivery time includes processing (picking, packing) and transit time by the carrier. While we make every effort to ship within the stated timeframe, delays may occur due to high demand or unforeseen events.
3. Handling Time
Order Processing: Orders placed before 3:00 PM EST (UTC-05:00) are typically dispatched the same day. Orders received after this time are shipped on the next business day. Please note that our warehouse operates Monday through Friday, excluding recognized national holidays. We make every effort to minimize delays during holiday and non-operational periods.
Shipping Days: Temperature-controlled goods are shipped Monday through Thursday only. Orders placed after 3:00 PM EST (UTC-05:00) on Friday, or at any time on Saturday, or Sunday, will be held for dispatch on Monday morning to prevent extended transit times over the weekend. This ensures your products arrive fresh and in optimal condition.
4. Shipping Methods
Mesoglow offers multiple shipping methods, including standard and expedited services. Availability may vary depending on the order's size, weight, and delivery destination. Customers may choose their preferred method during checkout.
5. Shipping Cost
Shipping costs are calculated based on package weight, delivery location, and order value. Shipping fees are displayed at checkout. Orders over $50 may qualify for free shipping on select routes, excluding digital products, temperature-sensitive items, and taxes. Free shipping is not applied automatically and must be selected at checkout. Mesoglow reserves the right to remove or adjust free shipping offers without notice, especially in cases of disproportionate shipping costs.
6. Tracking Information
After your order is shipped, a tracking number will be emailed to you. It may take up to two business days for the tracking to become active in the carrier's system.
7. Shipping Restrictions and Exclusions
Mesoglow may limit or restrict shipping based on:
- Legal restrictions or regulations in specific countries or regions
- Incomplete or inaccurate shipping information
- Payment authorization issues
- Force majeure events (e.g., natural disasters)
If restrictions prevent order fulfillment, a refund will be issued for affected items in accordance with our refund policy.
8. International Shipping
We are pleased to offer international shipping to many countries worldwide.
- Shipping Costs: The exact cost of international shipping is calculated automatically at checkout after you enter your delivery address. Costs vary depending on destination, package weight, and selected shipping method.
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Estimated Delivery Times:
- Standard International Shipping: 5–20 business days (depending on the destination).
- Express International Shipping: 3–5 business days (available for select countries only).
- Customs, Duties & Taxes: Customers are responsible for all customs duties, import taxes, or additional fees required by the destination country. These charges are not included in the product price or shipping cost.
- Customs Delays: Mesoglow is not responsible for delays caused by customs inspections, import restrictions, or refusal of entry by local authorities.
- Returned Packages: If an international package is returned due to unpaid duties, incorrect address, or refusal of delivery, the customer may be responsible for additional shipping fees. Original shipping costs are non-refundable.
- Tracking: A tracking number will be provided via email once the order is shipped. Please allow up to 48 hours for tracking details to update.
9. Products Requiring Temperature Control
Products requiring temperature control must be shipped via UPS Next Day to ensure product integrity. In all other cases, Mesoglow does not assume liability for damage resulting from incorrect shipping method selection. Claims for compromised temperature-sensitive goods without proper shipping method will not be accepted.
We ship these items with thermal packaging and ice packs, but selecting the correct shipping method is the buyer's responsibility.
If your order requires temperature control and is placed late in the week, please note that shipment will occur on the first business day of the following week. Goods packed with ice may remain in the carrier's warehouse over the weekend, which could compromise storage conditions. We cannot guarantee product safety if proper temperatures are not maintained, and we are not liable for any quality issues.
10. Damages and Lost Shipments
Mesoglow is not responsible for damage or loss incurred during transit. In case of damage, please retain all original packaging and contact the shipping carrier to initiate a claim. For lost shipments, please file a claim with the carrier or your shipping insurance provider promptly.
For any further assistance or inquiries related to shipping, please contact our support team via the website contact form.