Shipping & Returns

Last updated: August 3, 2026

Orders are fulfilled through logistics partners in South Korea. Shipping price and available methods are calculated at checkout according to destination, parcel weight, product restrictions and current carrier availability.

Order processing

Orders normally require 1–5 business days for processing before dispatch. Business days are Monday through Friday, excluding South Korean public holidays. Processing time is separate from carrier transit time.

Estimated transit time after dispatch

These are estimates rather than guarantees. Customs review, remote-area delivery, public holidays, missing importer information and carrier disruptions can extend delivery.

Taxes, duties and DDP/DDU

DDP means applicable import duties and taxes are included through the shipping arrangement. DDU means the recipient is responsible for customs duties, VAT, import taxes and local customs-clearance charges requested by the destination authority.

When Standard Shipping is displayed at checkout, DDP is currently available only for:

• United States
• Germany
• Netherlands
• Sweden

Other destinations are treated as DDU unless checkout explicitly states otherwise.

European Standard Shipping update

From July 1, 2026, Standard Shipping is available under DDU terms only, when offered at checkout, for Belgium, France, Italy, Poland, Spain, Austria, Finland, Ireland, the United Kingdom, Belarus, Norway, Switzerland, Türkiye and Ukraine.

Standard Shipping is not available for the Czech Republic, Hungary, Portugal, Denmark, Greece, Bulgaria, Croatia, Cyprus, Estonia, Latvia, Lithuania, Luxembourg, Malta, Romania, Slovakia and Slovenia. Economy or Express must be selected when offered.

IOSS requirement for selected destinations

For Standard shipments to Belgium, Austria, Finland and France, our logistics provider requires valid seller IOSS information. Shipments may still be processed without it during the current transition period, but enforcement can begin at any time without prior notice. If the required IOSS information cannot be supplied, Standard Shipping may be unavailable, the shipment may be placed on hold or it may not be processed.

Destination and product restrictions

• Some countries require an importer tax ID or identification before dispatch or customs clearance.
• Cosmetics to mainland Spain may require Standard Shipping and exclude certain postal-code areas.
• Alaska, Hawaii and certain United States territories are served by Economy or Express rather than Standard; extra remote-area charges may apply.
• United States APO addresses are served by Economy when available.
• Food, supplements, aerosols, devices and other restricted products may have fewer shipping options.

The methods displayed at checkout are the current options for the exact cart and destination.

Tracking and shipping protection

Tracking is provided after dispatch. Shipping protection, when included, is subject to the carrier, service, compensation limit and investigation procedure. A delay or missing tracking update is not automatically treated as a confirmed loss. A carrier investigation may be required before a remedy is approved.

Address accuracy and refused shipments

The customer is responsible for supplying a complete, deliverable address and any required importer information. For DDU shipments, the recipient is responsible for customs duties, VAT, import taxes and local clearance charges. Additional shipping, return, customs, storage, clearance or reshipment costs caused by an incorrect address, an unclaimed parcel or refusal to pay DDU charges may be deducted from an approved refund to the extent permitted by applicable law.

Returns

Contact support@theprotoclinical.com within 7 days after delivery to request return authorization. Do not send an item before receiving instructions and the approved return address.

To qualify, an item must be unused, unopened, in its original packaging and in resalable condition, with seals, labels and included documentation intact. Proof of purchase is required.

For hygiene and safety reasons, opened or used cosmetics, personal-care products, food, supplements and other perishable or hygiene-sensitive goods cannot be returned. Sale items and gift cards are also non-returnable unless applicable law requires otherwise.

For a change-of-mind return, the customer pays the return shipping cost and any related duties. Original shipping charges are non-refundable unless applicable law requires otherwise. If an order arrives damaged, defective or incorrect, contact support promptly with the order number and clear photographs of the product, packaging and shipping label.

Refunds and exchanges

Approved refunds are issued to the original payment method after the returned item is received and inspected. Bank or card processing time varies. For an exchange, the original item must first complete the approved return process; a replacement order can then be placed.

Business contact

ProtoClinical
Avenida Aviação, 631
Apucarana, Paraná, 86807-000
Brazil
support@theprotoclinical.com