Shipping

When you place an order from Medical Spa Rx, as long as you order before 6:00 PM EST, the product is in stock, and your account is verified, your package will ship the same day or the next business day. Your order will be delivered within 14 days, guaranteed. To ensure you receive your products quickly and in good condition, we use express shipping companies to deliver your package. Even when you spend more than $500 and qualify for free shipping, we still use express shipping options to ensure you receive the best service possible.

Most orders under $500 will incur a $50 shipping charge, but most orders over $500 ship absolutely free. There may be exceptions depending on your location. If you have any questions or concerns about shipping costs to your location, contact one of our friendly customer service associates for help.

Refund and Replacement Policy

We recommend taking pictures or filming the unboxing if you notice anything unusual when receiving your parcel. This will help you accurately report any issues. The images and videos are essential documentation for processing your refund or replacement request effectively.

Following cases may qualify for refund/replacement: 

1. Damaged products or parcels: Products that arrive damaged during transit, rendering them unusable or unsellable, fall under this category. This includes items that may have been inadequately or improperly packaged, which can lead to potential damage during transit or an unprofessional presentation to clients.
2. Ineffective products: Products that do not deliver the expected results or fail to meet performance claims can lead to client dissatisfaction.
3. Warm products: Temperature-sensitive products that are exposed to conditions outside the required temperature range, which compromise their quality or safety.
4. Wrong products: Orders where incorrect items were shipped, due to mislabeling, picking errors, or other handling mistakes. 
5. Other terms: Orders that fail to reach the client due to courier issues, incorrect addresses, or logistical errors, which require investigation and resolution.

If you experience any additional issues not categorized below, which may include discrepancies in quantity, incorrect documentation, or other unique cases requiring specific handling, please contact our client service promptly via info@medicalsparx.com. 

Please note that we cannot guarantee we will offer refunds in all circumstances, but we will work with you as best we can to ensure your satisfaction.

1. Damaged Products or Parcels

• What Qualifies: Items received with visible damage due to shipping resulting with a defect or malfunction upon arrival. Items with a packaging issue that have directly impacted the product’s usability, safety, or appearance upon delivery. Items that have expired upon arrival.
• Exclusions: Minor cosmetic packaging damages that do not affect product use, damage caused by client handling after delivery, reports made outside the 72-hour notification period. 
• Necessary Documentation: Clear photos of the damaged product(s), packaging, and shipping label. Proof of purchase including order confirmation, waybill or invoice. If applicable, include temperature reading for temperature-sensitive items, and a photo showing the temperature reading upon arrival (taken with infrared thermometer or a digital probe thermometer). 
• Notification Period: Report within 72 hours of receiving the item.

2. Ineffective Products

• What Qualifies: 1. The product does not perform as expected or advertised when used as directed. 2. There is a manufacturing or quality issue that has impacted the product’s effectiveness. 3. Vial integrity is compromised (vial is damaged, tampered with, or improperly sealed). 4. The product packaging and vial contents are incomplete or compromised, resulting in unexpected substance discoloration, cloudiness, or a significant deviation from the standard substance appearance, indicating that the product has become unusable.
• Exclusions: Issues resulting from improper storage or misuse by the client. Reports made outside the 180-day notification period. Minor variations in product efficacy due to individual response. 
• Necessary Documentation: please submit evidence of use (photos or videos demonstrating the product’s ineffective performance), and purchase confirmation. You will also need to submit the Ineffective Product Form, detailing the specific ways in which the product did not perform as expected. 
• Notification Period: Report the issue within 180 days of the order date. This timeframe aligns with bank refund policies, as most financial institutions only allow refunds within 180 days. We understand that you may stock up on supplies for future use; however, it is the client’s responsibility to verify the effectiveness of these products upon receipt and within a timely manner.

3. Warm Products

• What Qualifies: Temperature compromise during transit, documented by a temperature reading upon arrival. Damaged or compromised packaging that may have affected product stability. Exceeded shipping time for cold-chain goods (10 days) due to customs processing or adverse weather delays. Missing ice packs. Please note that only temperature-related issues affecting product integrity are covered under this policy. 
• Exclusions: Claims for temperature-related issues are reported beyond the 72-hour window. The goods that were not stored correctly after delivery.
• Necessary Documentation: A photo showing the temperature reading taken with an infrared thermometer or a digital probe thermometer, or photos/videos demonstrating that the goods received were warm. Provide tracking numbers, carrier details, shipment date, and delivery status to reference the delivery that took 10 days or more. Also submit proof of purchase, such as order confirmation, waybill or invoice. 
• Notification Period: Report within 48 hours of receiving the item.

4. Wrong Products

• What Qualifies: The product must be unused, in its original packaging, and in resalable condition, unless damaged or defective. Our team will check discrepancies between the products you received vs. the products you ordered.
• Necessary Documentation: A photo of the incorrect product received clearly showing the LOT number and all sides of the box. Also submit proof of purchase, such as order confirmation, waybill or invoice. 
• Notification Period: Report within 72 hours of receiving the item. 

5. Other Terms

• What Qualifies: The package must be verified as undelivered based on tracking information from the carrier, showing no successful delivery attempt. If a cold chain shipment is undelivered or delayed beyond 10 business days, it is eligible for replacement or refund due to temperature sensitivity. Ambient shipments undelivered within 14 business days of dispatch qualify for investigation and potential refund or replacement, considering factors like carrier delays or incorrect address.
• Exclusion: Orders that were undelivered due to client unavailability, incorrect address details provided by the client, or refusal to accept the package. Claims due to uncontrollable factors (e.g., customs hold) may be assessed separately. Instances when customs require the submission of a document or completion of a form before authorizing release of the shipment. 
• Necessary Documentation: Provide their order confirmation, tracking numbers, carrier details, shipment date, and delivery status to reference the delivery that took 10 days or more. 
• Notification Period: Report the issue within 5 to 10 business days after the order date. 

Estimated Delivery Times Within the United States

Discover the estimated delivery times for Medical SpaRX orders within the United States. This information helps you manage your inventory and schedule with precision. Keep in mind that our dispatch time is 24-48 hours, and this period is not part of the delivery timeline.