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Shipping & Returns

Domestic Shipping & Delivery

 
Shipping Methods

We use either FedEx or USPS for all shipping methods, and therefore enforce their policies for shipping services. For more information about service to specific locations, delivery guarantees, weather delays, and more please refer to their websites.

FedEx https://www.fedex.com/

USPS https://www.usps.com/

Orders shipping to APO/DPO and other military addresses are all shipped via the USPS.

FedEx does not ship to any PO Boxes therefore, any shipping address containing a PO Box will be shipped via USPS.

 
Ordering Processing Time

Our standard processing time on all orders is 24-48 business hours, except for overnight orders placed Monday through Thursday by 1:00pm EST or Friday by 11am EST which are shipped the same day. Any overnight order placed after the Monday through Thursday 1:00pm EST and Friday 11:00 am EST cut-off may take two business days.

Business days do not include Saturday or Sunday delivery.

 
Delivery

Due to COVID-19, our shipping carriers, FedEx and USPS, are practicing social distancing protocols in their warehouses to keep their employees safe. As with everything now, health and safety are our highest priority and may cause shipping delays beyond the anticipated delivery dates you may see on our site.

Until further notice, we cannot guarantee any expected delivery date or window, including but not limited to the delivery estimates given for FedEx delivery services listed in the checkout screen, but we are doing everything on our end to get your order out shipped out of our warehouse as quickly as possible.

FedEx Methods*

Home Delivery 5-7 business days
Ground Delivery 5-7 business days
SmartPost Delivery 5-7 business days
2-Day Air 2 business days**
Standard Overnight Next business day by 8:00 pm**
Priority Overnight Next business day by Noon**

USPS Methods*
Available methods based on package weight will show at time of checkout. Transit times are not guaranteed.

First Class 5-10 business days
Parcel Select Ground 2-8 business days
Priority Mail 1-3 business days
Priority Mail Express 1-3 business days


*Transit times do not include processing times
**If order is placed by the cut off times in the section above


We are not responsible for any box that is taken or stolen at the time of delivery. If you live in apartment or share a mail area where your box may be taken, please contact us in order to set up a Signature Upon Delivery (may not be available for all shipping options). Additional fees may apply.

Orders valued under $500 will not require a Signature Upon Delivery and may or may not be left at your door. Orders valued at $500 or more will require a signature unless otherwise requested, and the order will not be left without a signature. If you are not available to accept your package, and the driver cannot contact you, your package may be returned to our warehouse at the customer’s expense. If you are not able to accept your package, FedEx will attempt to delivery three times and return the package to our warehouse.

If using FedEx, you can use the Delivery Manager found here:https://www.fedex.com/en-us/delivery-manager.html to track and update any information on your end to ensure a successful delivery. Once a package has left our warehouse, we are no longer responsible for delivery updates or shipping guarantees.

 
Heat Exposure

If you live in a location where it is hot year-round and during the summer months, we encourage you to choose expedited shipping and/or avoid shipping on Fridays for your order to avoid prolonged exposure to heat. In these circumstanced, we will be unable to issue any refunds or credits for products damaged by heat.

 
Free Shipping

We offer free standard shipping for Retail orders at or above $150 USD within the continental US. Free standard shipping is available on retail product subscriptions. Free shipping minimums are the sole discretion of Poliquin® Group and we reserve the right to change or update the free shipping minimum at any time and without notice.

International Shipping & Delivery

 
General

We are an US-based company and do ship our products worldwide from our warehouse in Rhode Island. All prices on our site are listed and charged in US Dollars (USD). International customers should consider this when calculating costs. There may be a conversion or exchange fee charged by your bank.

In addition to product and shipping costs, if you live outside the United States, there are other factors you should consider before placing your order. All fees are the responsibility of the customer and include but are not limited to:

  • Duties and taxes
  • Customs inspections and delays
  • Other potential customer-related fees

The Poliquin Group store lists products that may not be available in your country. Orders that do not comply with the laws and regulations in that territory are subject to delays and possible rejection and destruction of the package. In these circumstances, we will not be able to credit or refund the customer. It is the responsibility of the customer to know restricted products/ingredients and therefore its important you read and understand your countries shipping regulations and restrictions before placing an order.

We monitor order value thresholds for each country. If your order exceeds this amount, our Customer Service team will be in contact with you about splitting your order. If we split your order, additional fees may apply, staggered shipping dates of your order may cause delay, and there is not a guaranteed delivery date.

 
Duties & Taxes

All international shipments are subject to the duty and tax from the country of the package’s final destination. These duties and taxes are the responsibility of the recipient and will be invoiced by the shipping carrier upon delivery.

Refusal or failure to pay of these fees may result in returned package back to our warehouse or destruction of the package. Any fees incurred as a result will be the responsibility of the customer and we have the right to invoice you accordingly. We will be unable to give credits or refunds on packages that refuse or fail to pay the duties and taxes.

Duties and taxes vary from country to country and product to product. Poliquin Group has no control over these fees.

 
International Shipping Documents

We process International shipments with a commercial invoice as required to ship internationally. Customs may make additional requests based on local laws and regulations. Due to the complexity of some requests, we cannot guarantee that the additional information requested can or will be provided. These requests may differ depending on the order value, regulations, and other unpredictable factors.

 
Customs & Regulatory

Before making a purchase, please read our disclaimer regarding returned, refused, or seized/destroyed packages.

Address or other customer error: If a package is returned to our warehouse due to and address error (or any other error) by the customer, the customer will be responsible for any shipping fees incurred. A refund may be issued for merchandise only less than incurred shipping fees and a 10% restocking fee* upon receipt of the returned packaged at our warehouse. This also applies to customers refusing a package.

If an order is seized and destroyed by customs due to regulatory issues, the customer will not receive a credit or refund for the merchandise and shipping costs.

Notes on returned packages: If an order is rejected by customs or unable to be delivered, and the cost to return the goods is greater than the value of the goods, Poliquin Group will instruct the carrier to abandon the package. The customer will not receive a credit or refund for the merchandise or shipping costs. Any duties and taxes will also be billed to the recipient, even if the package is never delivered, unless failure to deliver is the fault of Poliquin Group or shipping carrier.

 
Shipping Disclaimer

Poliquin Group products are manufactured in the United States and are compliant with US laws and regulations. We cannot guarantee that our products will be compliant with the laws and regulations of in countries other than the United States.

Due to the unpredictable nature and of customs and the constant changes to laws and regulations, we are unable to compensate customers for fees associated with customs and regulations issues. We strongly encourage you to check with your local customs office to learn more about the items you wish to purchase to ensure they are permissible for import into your country. Some items may require a permit or license.

Below is a list of known restrictions by country. This by no means is a complete list and we cannot guarantee the accuracy or timeliness of this list as regulations change. There may be other restrictions in your country that may not listed. If your country is not listed, check with your local customs office regarding laws and regulations of importing supplements.

Notice to EU & EEA Residents: It is strongly suggested that you order from our EU Distributor to avoid customs delays and restrictions. Our distributor ships from the United Kingdom, which may minimize customs-related issues. Please note that there still may be regulatory restrictions when ordering.

EU Distribution is a third-party provider that we have partnered with and is not a legal entity of Poliquin Performance Center 2, LLC. We may share marketing information including but not limited to your name, email address, items purchased, country, state/province, or postal code. To learn more, read our Privacy Policy.

Product availability in the EU is determined by the distributor and may not have the same product items or formulas as listed in the main, US-based, store.

General Restrictions: Importing products containing dairy from the US to EU countries is prohibited. Any products containing dairy shipped to the EU is imported at your own risk.

Some countries may enforce a value or quantity limit of items in your shipment or important may be restricted to items for personal use. Check with your local customs office for more information.

Australia:

  • Permit required to import products containing Pepsin
  • Restricted: Slippery Elm Bark
  • Shipments valued over 1,000 AUD or more are subject to formal customs inspection
  • Shipments valued at 900 AUD or more subject to higher duties and taxes
  • Shipments calculated from subtotal amount before shipping costs

Austria:

  • Strict regulations from the US. We recommend ordering from the EU Store.
  • Restricted: L-Tryptophan

Belgium:

  • Moderate regulations from the US. We recommend ordering from the EU Store

Canada

  • Personal-use and limit of 3 months’ supply per item permitted
  • Possible Restriction: Carnitine
  • Restricted: Vitamin D3 above 1,000 IU, Vitamin K, Pregnenolone

Denmark

  • Strict regulations from the US. We recommend ordering from the EU Store.
  • Restricted: L-Tryptophan, Melatonin, Fenugreek

Germany

  • Strict regulations from the US. We recommend ordering from the EU Store.

Ireland

  • Moderate regulations from the US. We recommend ordering from the EU Store.
  • Restricted: Dairy products, Melatonin

Italy

  • Strict regulations from the US. We recommend ordering from the EU Store.

Kuwait

  • Orders cannot exceed $3,000 USD

Norway

  • Cannot ship from the US. Order from the EU Store.

New Zealand

  • Restricted: Selenium over 200 mg

Mexico

  • No supplements allowed in country
  • Book shipments only

Monaco

  • Cannot ship from the US. Order from the EU Store.

Russia

  • Maximum package value of $270 USD allowed.

Spain

  • Cannot ship from US. Order from the EU Store.

Sweden

  • Strict regulations from the US. We recommend ordering from the EU Store.
  • Restricted: L-Tryptophan

United Kingdom

  • Moderate regulations from the US. We recommend ordering from the EU Store.
  • Restricted: Dairy products

Returns & Exchanges

 
General

All purchased education courses and digital items are non-refundable. Due to the nature of supplements, we have specific returns and exchange policies.

To receive a refund for returned items:

  • The item must be unopened and fully sealed
  • The item cannot be damaged
  • The claim/ticket must be submitted to Poliquin Group within 14 days of receipt

    Furthermore, returns, exchanges and refunds are subject to the following requirements:

  • 10% restocking fee of the total amount of returned items will be assessed at time of refund
  • Shipping and handling charges are non-refundable
  • All items returned by the customer via mail must be carefully packaged
  • Customers are responsible for the cost of shipping
  • Returns must be physically received within 30 days of the submitted claim
  • Refunds will be issued once the item is returned
  • No refund will be given if there is no claim submitted that Poliquin Group has approved or determined there was a problem with the item.

    Poliquin Group reserves the right, at its sole discretion, to reject any return that does not comply with these requirements. If any product is damaged upon return, Poliquin Group is not responsible for the damaged product. We will not be able to accept the return and therefore we would be unable to compensate you for the damaged product. You will need to file a claim with the shipping carrier used to attempt to recover the costs.

 
International Returns

Returns coming from outside the US are often rejected by US customs. By returning product you are assuming the risk and will be responsible for all related costs. If the return shipment is seized, rejected, and/or destroyed, we will be unable to refund you for the items enclosed as well as the shipping costs. You are responsible for any and all shipping costs and customs fess associated with a return.

Order Errors & Claims

 
General

We try our best to ensure accuracy, timeliness, and quality of item packaging when we ship your orders. If there is an issue with your shipment or if you believe there was an error made with shipping, packing, or invoicing for your order, caused by Poliquin Group, please submit a claim to our Customer Support Team so we can fix the problem and find a solution. The claim must be made within 14 days of package shipment and/or receipt.
Click Contact Us for all the ways of reaching us or you can email us directly here .

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