This Shipping Policy explains how TrueLine Biotech processes, ships, tracks, and handles delivery issues for website orders.
1. Shipping Regions
We currently ship to: USA
Placing an order does not guarantee that we can lawfully ship a product to every address. We may restrict or cancel shipping to certain regions based on carrier limitations, legal requirements, fraud risk, product restrictions, or operational availability.
Customers are responsible for determining whether purchase, possession, importation, and use of a product are lawful at the destination.
2. Order Processing
Orders are normally processed within [PROCESSING TIME] business days after payment and any required verification have been completed.
Business days do not include weekends or recognized holidays.
Processing time is separate from carrier transit time. Orders may require additional processing when:
- Payment or identity verification is required.
- The shipping address is incomplete or cannot be verified.
- The order contains a pre-order or temporarily unavailable product.
- Order volume is unusually high.
- Weather, carrier, supply, or operational interruptions occur.
3. Shipping Rates
Available shipping methods and charges are displayed during checkout based on the destination, order size, carrier, and service selected.
Taxes, customs duties, brokerage fees, import charges, permits, and destination-country expenses are not included unless expressly stated during checkout.
4. Estimated Delivery Times
Delivery estimates shown during checkout or in a shipping notification are estimates provided by the carrier. They are not guaranteed unless a specific guaranteed service is expressly identified.
Transit time begins when the carrier accepts the shipment, not when the order is placed.
Carrier delays may occur because of weather, holidays, routing problems, customs inspections, security checks, labor disruptions, or other circumstances outside our control.
5. Shipment Confirmation and Tracking
When tracking is available, a shipping-confirmation email will be sent to the email address entered during checkout.
Tracking information may require up to 24–48 hours to update after the label is created. The creation of a shipping label does not necessarily mean the carrier has already accepted the package.
6. Address Accuracy
Customers are responsible for providing a complete and accurate:
- Recipient name.
- Street address.
- Apartment, suite, laboratory, or unit number.
- City, state, and postal code.
- Telephone number and email address where requested.
Contact [SUPPORT EMAIL] immediately if an address needs correction. We cannot guarantee changes after processing or fulfillment has begun.
Additional shipping charges resulting from an incorrect address, refused delivery, or unclaimed package may be the customer’s responsibility where permitted by law.
7. Delayed Shipment
If we cannot ship within the timeframe stated when the order was placed—or within the period required by applicable law—we will provide an appropriate delay notice and, where required, offer the choice to:
- Accept the revised shipping timeframe; or
- Cancel the affected order for a refund.
8. Lost or Stalled Shipments
Contact [SUPPORT EMAIL] if tracking has not updated for an unusual period or the package has not arrived within the expected timeframe.
We may initiate a carrier investigation before approving a replacement or refund. Customers must provide reasonable cooperation and any information requested by the carrier.
Do not allow a payment-dispute deadline to expire while waiting for a carrier investigation. Nothing in this policy limits your lawful payment or consumer-protection rights.
9. Packages Marked Delivered
If tracking states that a package was delivered but you cannot locate it:
- Confirm the shipping address on the order.
- Check all entrances, mailrooms, parcel lockers, and safe-delivery locations.
- Ask household members, coworkers, reception staff, or building management.
- Allow until the end of the delivery day for premature carrier scans.
- Contact the carrier and then notify us at
[SUPPORT EMAIL].
We will review the circumstances and available carrier records. Resolution depends on the facts, shipping service, carrier determination, and applicable law.
10. Damaged Shipments
Inspect the package promptly after delivery. If a shipment arrives damaged, keep the product and all original packaging and contact us within 48 hours.
Include your order number and clear photographs of:
- The outer package.
- The shipping label.
- The internal packaging.
- The product and any visible damage.
Claims are handled according to our Return and Refund Policy.
11. Product Handling After Delivery
Retrieve the package promptly after delivery. Review and follow the storage and handling information provided on the product label or accompanying documentation.
If you have a concern about the physical condition of a delivered product, do not open or alter it before contacting our support team.
12. International Shipping and Customs
For international shipments, the customer is responsible for:
- Confirming that the products may be lawfully imported.
- Required permits, licenses, declarations, or documentation.
- Customs duties, taxes, brokerage charges, and inspection fees.
- Customs delays, refusal, abandonment, or return where caused by destination requirements.
We do not mislabel products, alter declared values, or provide inaccurate customs documentation.
If an international shipment is returned, refused, abandoned, destroyed, or seized, refund eligibility will depend on the circumstances, recoverability of the shipment, incurred charges, and applicable law.
13. Contact Us
For shipping assistance, contact:
TrueLine Biotech
Email: [SUPPORT EMAIL]
Include your order number and tracking number, if available.
