Shipping Policy

1. Shipping Eligibility

We ship exclusively to verified licensed medical professionals and registered medical facilities. Orders will only be dispatched to the delivery address associated with a fully verified account.

Products are shipped as Class III medical devices and prescription-only medicines (POM). It is the recipient’s responsibility to ensure that import of such products is lawful in their country and that they hold all necessary licences or permits for receipt.

2. Order Processing

• Orders are processed on business days only (Monday–Friday, excluding public holidays in South Korea)
• Processing time is typically 1–2 business days after payment confirmation
• Orders placed after 2:00 PM KST may be processed the following business day
• You will receive an email confirmation with tracking information once your order is dispatched

3. Shipping Methods & Estimated Times

Delivery times are estimates and do not include customs clearance time, which varies by destination country. For time-sensitive orders, we recommend selecting Express or Priority shipping and contacting our team to discuss your requirements.

Shipping costs are calculated at checkout based on order weight, dimensions, destination, and selected service. Volume discounts on shipping are available for large orders — contact our team for details.

4. Cold-Chain Logistics

Botulinum toxins and many other injectables require strict temperature control. Our entire logistics process is built around maintaining product integrity from our warehouse to your practice.

Upon delivery, please check the temperature logger before accepting the package. If the logger indicates a temperature excursion, do not use the products and contact us within 48 hours per our Refund and Return Policy.

5. Order Tracking

Once your order is dispatched, you will receive a shipping confirmation email containing:

• Your tracking number and carrier name
• A direct link to the carrier’s tracking portal
• Estimated delivery date

If you have not received a tracking email within 3 business days of your order confirmation, please check your spam folder or contact our support team.

6. Customs & Import Duties

As a buyer, you are responsible for understanding and complying with your country’s import regulations for medical devices and prescription medicines. Key points:

• Import duties and taxes are the responsibility of the recipient and will be collected by the carrier or customs authority
• We prepare full commercial export documentation to facilitate clearance, including product descriptions, HS codes, and declared values
• Customs clearance times vary significantly by country and are outside our control
• Products are shipped under appropriate medical/pharmaceutical commodity codes

If you require specific documentation for customs clearance (e.g. certificates of origin, health certificates, or product registration documents), please contact us before placing your order at our contact page.

7. Delivery Issues

Failed Delivery

If a delivery attempt fails (e.g. recipient not available, incorrect address), the carrier will typically leave a notice and attempt re-delivery or hold the package at a local depot. For cold-chain products, time is critical — please ensure someone is available to receive the delivery. Additional re-delivery fees may apply.

Lost Shipments

If your order has not arrived within 5 business days of the estimated delivery date, please contact us. We will open a trace with the carrier on your behalf. Lost shipment investigations typically take 5–10 business days. We will arrange a replacement or refund once the investigation concludes.

Incorrect Address

Please ensure your delivery address is accurate before confirming your order. Address correction requests after dispatch may not be possible or may incur additional charges. We are not liable for delivery failures due to incorrect addresses provided at checkout.

8. Restricted Destinations

Due to international medical device regulations, sanctions, or carrier limitations, we are unable to ship to certain destinations. Additionally, local laws may restrict the import of specific products. Contact us to confirm we can ship to your country before placing an order.

We reserve the right to cancel and refund any order if we determine that shipping to the destination is not possible or compliant after the order has been placed.

9. Contact Us

For shipping queries, tracking assistance, or customs documentation support:

• Contact Form: onlinebotoxshop.com/contact/
• WhatsApp: +372 570 55280
• Phone / Text: +1 (605) 566-5997