IMPORTANT: Due to our quick processing times, we can't guarantee modifications or cancellations once an order is submitted. If you need to make any changes, please email support@advancedtrichology.com or call 480-222-4247 as soon as possible (Mon-Fri 9:00-5:00 PDT). Please note that any fees for reshipping or returns will be the customer’s responsibility if required.
Q: When will I be charged for my order?
A: All orders are charged at the time of checkout. Our systems do not save your payment details past the checkout point for security purposes.
Q: How long will it take for my order to be shipped?
A: Orders begin processing almost immediately after they're placed. We process orders daily (Monday-Sunday) excluding holidays. Cut off for processing orders is 3pm Eastern Time. We'll send you the tracking number as soon as your order ships. Once processing starts, we're unable to make any changes or cancellations.
Q: What are my shipping options?
A: We provide a variety of shipping options, including standard, 2-day, and overnight shipping. Enjoy free standard shipping on orders over $49 (before discounts and tax) within the continental US. Our system works with multiple partner carriers and will automatically select the best carrier based on your chosen shipping option and location.
Q: How much will shipping cost?
A: Shipping costs vary depending on the destination, shipping method selected, and the weight and size of the package. We offer free standard shipping on orders over $49 (before discounts and tax) within the continental US.
Q: Can I track my package?
A: Yes, we provide tracking information for all orders. You will receive a tracking number via email once your package has shipped.
Q: What if I paid for expedited shipping (domestic)?
A: Expedited orders placed prior to 2pm EST Monday-Sunday will be shipped out the same day. Orders placed after 2pm EST will require one additional processing day before they ship.
Please Note: If you select express shipping (2-day or overnight), you must allow 1 processing day and two full shipping days for 2-day shipping or 1 full shipping day for overnight shipping to receive your order. If you select Overnight shipping and place your order after 2pm EST, you must allow 1 processing day and 1 full shipping day to receive your order. Shipping Days are business days only and excludes weekends and holidays.
For example, if you selected overnight shipping but placed your order after 2 PM EST on Friday, it will ship the next day (Saturday), and you’ll receive it on Monday (if not a holiday).
Another example: If you selected Overnight Shipping and placed your order at 7:00 AM on a Friday, it would ship out the same day. However, you wouldn’t receive it until Monday of the following week. That’s because FedEx Overnight service only delivers on business days, and Saturdays and Sundays are not counted in the delivery timeframe. So even though the package ships Friday, the next business day for delivery is Monday.
Q: What if my package is lost or damaged during shipping?
A: If your package is lost or damaged during shipping, please contact us immediately so we can investigate the issue and provide a resolution. If you ordered through amazon, please reach out to amazon customer support at (888) 280-4331. They can handle that for you.
Q: Do you offer international shipping?
A: Yes, we offer international shipping to select destinations.
Q: How much will shipping cost for international orders?
A: International shipping times and costs may vary depending on the destination and shipping method selected. You may try placing an order online and right before entering your payment information, you will see the shipping options and fees.
Q: Will I be charged for custom fees?
A: Unfortunately, we don't have any information about customs fees. Please note that we do not collect taxes and duties during checkout and therefore, we are not responsible for paying these if required. If you have questions regarding how/when duties and taxes are charged, we advise contacting your Customs office directly.
Q: How long before I receive my international order?
A: Delivery times depend on destination country/location and shipping method selected. An estimated delivery time and cost will be displayed for each option at checkout. Delivery dates quoted at checkout are an estimation only.
Q: Can I change the shipping address after my order has been placed?
A: We cannot guarantee that we will be able to change the shipping address after an order has been placed. Please contact us immediately if you need to change the shipping address and we will do our best to accommodate your request.
Q: Can I modify or cancel my order?
A: We cannot guarantee that we will be able to modify or cancel an order after an it has been placed. Please contact us immediately if you need to cancel or make any changes and we will do our best to accommodate your request.
Q: Can I return an order
A: Please email us at support@advancedtrichology.com or call us at 480-222-4247 so we can confirm if your order is eligible for return. We will provide the return address and instructions via email. Kindly do not return the package without contacting us first, as returning it to the wrong address may result in unnecessary handling fees. Please note that our return address is different from the one listed on the shipping label
