Shipping Policy

This policy governs all orders placed through theraprime.co and forms a binding agreement between you and TheraPrime.

We currently ship to the United States, Canada, Australia, the United Kingdom, and Ireland. Orders placed for delivery outside these regions will be cancelled and refunded in full.

2.1 Handling time. All orders require 1 to 2 business days for processing and preparation before shipment. Business days exclude weekends and U.S. federal holidays. Orders placed after 11:00 AM PST begin processing the next business day.

2.2 Order confirmation. An order confirmation email acknowledges receipt of your order — it does not guarantee availability. We reserve the right to cancel any order in cases of suspected fraud, pricing errors, or items we cannot fulfil. A full refund is issued when we cancel.

2.3 Address accuracy. You are solely responsible for providing a complete and accurate shipping address. TheraPrime is not liable for orders shipped to incorrect, incomplete, or outdated addresses. Re-shipment following an address error is at your expense.

2.4 Cancellation window. Orders may be cancelled within three (3) hours of being placed by emailing support@theraprime.co, and are refunded in full. Once an order has entered fulfilment processing or has shipped, it cannot be cancelled or modified.

• Free Standard Shipping — 3 to 12 business days — FREE
• Expedited Shipping — 3 to 7 business days — USD $9.95

Transit times begin once the order has been handed off to the carrier, not from the date the order was placed. Total delivery time is therefore handling time plus transit time.

Delivery windows are estimates, not guarantees. Actual delivery varies with carrier capacity, destination, customs processing, and weather.

You will receive an email with a tracking number and link once your order ships. Please allow up to 48 hours for tracking information to become active in the carrier's system.

TheraPrime ships via third-party carriers who assume full responsibility for the package once it has been handed off to them. Questions regarding damage, delay, or handling errors in transit must be directed to the carrier. We will assist with documentation where we can, but we do not assume carrier liability.

Title and risk of loss for all products pass to you upon delivery of the products to the shipping carrier at our facility. TheraPrime assumes no responsibility for loss, theft, damage, or delay occurring during transit or after delivery.

5.1 Delivered packages. A package is considered delivered when the carrier's system records a delivery scan. Upon that confirmation, TheraPrime's obligation to fulfil the order is considered complete, and we bear no responsibility for packages that subsequently go missing, are stolen, or are damaged.

5.2 Safe delivery location. You are responsible for ensuring the delivery location is safe and accessible. TheraPrime is not liable for theft from porches, mailboxes, lobbies, or other unsecured areas. If you live in a theft-prone area, we recommend requesting a signature or an alternative delivery location with the carrier.

6.1 Marked delivered but not received. Please: (1) check all possible delivery locations, including with neighbours; (2) wait 24 hours, as carriers sometimes scan a package as delivered prematurely; (3) contact the carrier with your tracking number; and (4) if still unresolved, contact support@theraprime.co within 7 calendar days of the delivery scan.

We will review the case and may offer a re-shipment or a partial or full refund at our sole discretion, based on the outcome of the carrier investigation.

6.2 Lost in transit. A package showing no carrier updates for 15 or more business days may be considered lost. Contact support@theraprime.co and we will open an investigation. Resolution may include a re-shipment or a refund at our sole discretion, subject to the outcome of the carrier's investigation.

For orders to Canada, Australia, the United Kingdom, and Ireland:

• Customs duties, import taxes, brokerage fees, and any other charges imposed by the destination country's government are the sole responsibility of the customer.
• TheraPrime cannot control or predict customs processing times.
• If a package is refused or abandoned because duties were not paid, you are responsible for the return shipping cost. Any refund is reduced by the actual shipping costs incurred and a 15% restocking fee.
• We assume no responsibility for packages seized or held by customs authorities.

If a package is returned to us as undeliverable — because of an incorrect address, non-collection, refusal, or unpaid duties — re-shipment requires your request and payment of additional shipping.

If you decline re-shipment, a refund is issued less the actual shipping costs incurred (including on orders shipped under free shipping) and a 15% restocking fee. TheraPrime is not responsible for items damaged during return-to-sender transit.

Please contact us directly before initiating a chargeback with your bank or card issuer. You must allow a minimum of ten (10) business days for TheraPrime to investigate and resolve a complaint before seeking external resolution.

Filing a chargeback without first contacting us is a violation of this policy. In response, we may contest the chargeback with supporting documentation, suspend or restrict your account, and pursue any lawful remedy, including recovery of the disputed amount plus associated fees.

This section does not restrict EU or UK customers from exercising their lawful statutory rights under applicable consumer protection law.

TheraPrime shall not be held liable for any delay or failure to deliver resulting from circumstances beyond our reasonable control, including natural disasters, severe weather, pandemics, government action, war, civil unrest, labour strikes, or supply chain disruption. No refund or compensation is owed solely on account of a delay caused by such an event.

TheraPrime's total liability arising from or related to shipping shall not exceed the amount paid by the customer for shipping charges on the order concerned. Where shipping was provided free of charge, liability is capped at the actual carrier cost incurred.

In no event shall TheraPrime be liable for any indirect, incidental, special, consequential, or punitive damages.

TheraPrime reserves the right to update or modify this Shipping Policy at any time without prior notice. Changes take effect immediately upon posting. Continued use of this website or the placement of an order after a modification constitutes acceptance of the revised policy.

Questions about shipping, tracking, or a delivery problem?

Email: support@theraprime.co — monitored 24/7, with most replies within one business day.

Please include your order number so we can help you faster.