Shipping & Delivery

This policy applies to every order placed on our websites.

Where we ship

We ship within the United States only — all 50 states and US territories. We do not ship internationally, and we cannot deliver to P.O. Boxes.

When your order ships

Order before 1:00 PM, local time at the warehouse shipping your order, and we target same-business-day dispatch. Orders placed after 1:00 PM, and orders placed at the weekend, ship the next business day. During peak season (November–January) processing can take one to two extra business days.

Shipping cost

Standard shipping is free within the continental United States. We do ship to Alaska, Hawaii, Puerto Rico and the US territories, and those orders pay the real carrier rate shown at checkout — they are the most expensive lanes we ship.

Delivery speed — you choose a speed, not a carrier

At checkout you will see delivery options by speed, such as “~3 Day Delivery”, “Expedited Delivery” or “Next Day Delivery”, each with an estimated arrival date. We ship with the major national carriers — UPS, USPS and FedEx — and we assign the carrier that best hits the date you chose. Standard ground typically arrives in 3–7 business days.

Shipping insurance

Optional shipping insurance is offered at checkout at about 5% of your order value. It covers loss or damage in transit with a free reshipment, with no carrier claim to wait on.

Tracking

You get a tracking number by email as soon as your order ships. You can also see tracking by signing in to your account on the store you ordered from, or by replying to your order confirmation email.

Where is my order?

“Where is my order?” is the question we hear most, so here is exactly how we handle it. Every parcel we ship is watched automatically from the first carrier scan to your door, and a delivery that goes wrong passes through at most three stages. You never need to chase a carrier yourself — at every stage, dealing with the carrier is our job, not yours.

Stage 1 — On its way

Your tracking number arrives by email when the order ships, and the same tracking shows in your account on the store you ordered from. The delivery estimate on the tracking page comes from the carrier; if your order was given a promised delivery date at checkout, that date is the one we stand behind.

• A quiet day or two is normal. Economy ground services often go one or two business days without a new scan, and some carriers do not scan again until close to delivery. A gap in tracking is not a lost package.
• Running late but still moving? We are already watching it. If it goes past the carrier’s estimate while still scanning, you do not need to do anything — and if it crosses our internal thresholds, we act without being asked.
• If the carrier needs something from you — nobody available at delivery, a package held for pickup — we email you while it is still with the carrier, with that carrier’s own redelivery and pickup options. That is the fastest fix, and it costs you nothing.

Stage 2 — Stalled, lost, or marked delivered without arriving

If tracking stops moving, we do not wait for the carrier to admit a problem. When a parcel goes more than a couple of business days with no new scan, we file a trace with the carrier and, if it does not resume promptly, we ship a replacement at no cost — we do not make you wait for the carrier’s investigation to finish.

If tracking says “delivered” and you do not have it, tell us. We treat your report as true. Carriers sometimes record a delivery a little early or leave a package out of sight, so first check around the delivery spot, with others at your address, and with neighbours or a mailroom. If it has not turned up within 48 hours of the delivery scan (UPS and FedEx) or 5 days (USPS, which regularly scans ahead of actual delivery), we open a carrier claim and ship a replacement. If the scan shows it was delivered to the wrong address, we do not wait at all — we reship immediately.

We file every carrier claim ourselves. You will never be asked to call FedEx, UPS or USPS, and you are never asked to wait for a claim to pay out before we make you whole. If your package arrives damaged, tell us within 48 hours of delivery with photos of the damage and the packaging — our Missing, Damaged or Wrong Parts Policy sets out exactly what happens next.

Stage 3 — Coming back to us

You are never charged for a delivery that failed before it reached you.

If the carrier cannot deliver — an address that is incomplete or no longer current, repeated failed attempts, or a refused package — the parcel is returned to us. We contact you as soon as the return starts, usually before you have noticed anything is wrong. What happens next depends on why it came back:

• If the address error was ours, we reship to the corrected address at no charge. Full stop.
• If the address you gave was incorrect or incomplete, we refund the order, less any shipping charges actually paid on it, as soon as the package is on its way back to us — and you are welcome to reorder with the corrected address. No restocking fee applies to a failed delivery.
• Address corrections mid-shipment are not available. Once a label is out, neither we nor (in most cases) the carrier can reliably redirect it — which is why the fix is a refund and a fresh order, not a gamble on a reroute.

We will not send a second package to an address that has already failed. A second parcel to the same address fails the same way. If the address itself is the problem, it has to change before anything ships again.

Still have a question about your order?

Email [email protected] or use the chat on this store with your order number, and we will answer from the parcel’s live tracking record — not by asking you to go check the carrier’s website.

BioShieldUV — shipping terms for our products

• Free 1–2 day shipping across the continental United States on UV-C device kits.
• UV replacement bulbs ship on a monthly batch. All bulb orders process on the first Friday of each month. Batching lets us do quality inspection, safe packaging, and secure better bulb shipping rates.
• $5 Rush Processing is available on standalone bulb orders: your bulbs skip the monthly batch and ship within three business days. Rush is not available on Guardian Club subscription shipments.
• Rates differ by what is in your cart. Devices ship free within the continental US. Bulb-only orders show three options, all of which include shipping insurance. Guardian Club subscription bulbs ship on the first-Friday batch at standard ground rates, charged at the time of shipment.
• Bulbs are final sale for refunds — but a bulb package that never reached you is refunded in full, and a bulb that arrives dead is replaced under our 14-day DOA policy.

Questions

Email us at [email protected]. Returns follow our return policy.