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OFFICIAL PROTOCOL v2.1

SHIPPING & RETURNS

Global Logistics from Seoul, South Korea.

I. SHIPPING INFORMATION

1. Processing & Timeframes

All orders are processed within 1-3 business days. Transit times depend on the selected method at checkout:

Standard Shipping 7–21 Business Days
Priority Economy 5–12 Business Days
VIP Express 3–5 Business Days

2. Customs & Import Duties (DDP vs. DDU)

Region Import Policy
USA (Mainland), EU, Japan, SG Taxes Included (DDP). ProtoClinical covers all import fees.
Canada, UK, Oceania, Switzerland Customer Responsibility (DDU). Local customs may apply taxes.
REFUSED DELIVERIES: If a package is refused due to unpaid customs duties (DDU zones), a $25 USD restocking fee will be deducted from your refund.

3. Shipping Insurance & Porch Piracy

Insured Shipping (Priority/VIP)

Includes Full Loss/Damage Insurance and Signature Requirement. 100% refund or reshipment guaranteed.

Standard Shipping (Non-Insured)

Includes tracking only. Does not cover theft after delivery (Porch Piracy).

4. Incorrect Address Policy

If a package is returned to South Korea due to an incorrect address or failed delivery attempts, the customer is strictly responsible for the original shipping costs + return shipping fees for reshipment.

II. RETURNS & REFUNDS

1. Clinical Hygiene Policy (Strict)

Due to health and safety regulations, eligibility for a return is strictly enforced:

  • Items must be UNOPENED and UNUSED.
  • Original safety seals must be 100% intact.
  • Packaging must be in its original, untampered condition.
RETURN SHIPPING COSTS: The customer is solely responsible for all costs associated with shipping the item back to our facility in South Korea. ProtoClinical does not provide prepaid return labels for change-of-mind returns.

2. Bundle & Kit Integrity

Products purchased as a Bundle or Kit (e.g., Ritual Sets) are considered a single unit. We do not accept partial returns. The entire kit must be returned sealed to maintain refund eligibility.

3. European Union Rights

Per EU Article 16(e) of Directive 2011/83/EU, the right of withdrawal does not apply to sealed goods which were unsealed after delivery due to health protection and hygiene reasons.

III. DAMAGES & ERRORS

Report defective items or incorrect products within 48 hours of delivery. You must provide your Order Number and clear photographic evidence of the product and shipping labels.