Shipping policy
Where we ship
We currently ship within the United States, including Alaska, Hawaii, Puerto Rico and APO and FPO addresses. We are not shipping internationally yet. If you are outside the US and want a kit, email katie@thruology.com and we will tell you when that changes.
Rates
- Standard: $8 flat, or free on orders over $65
- Express: $15 flat
Rates are calculated at checkout and do not change based on how many items are in the box.
When your order goes out
In stock orders placed before 2pm Eastern on a business day ship the same day. Everything else ships within 24 business hours. We do not ship on weekends or US public holidays, so an order placed on Saturday goes out Monday.
Standard delivery usually takes two to five business days once it is moving. Express is one to three. Those are the carrier's numbers, not a guarantee, and weather and holidays affect them.
Pre-orders
A product marked pre-order has not been made yet. The product page tells you the expected window, which is normally two to four weeks. You are charged when you order, and we email you the moment it ships. If an order contains both a pre-order item and an in stock item, the whole order ships together when the pre-order is ready, unless you email katie@thruology.com and ask us to split it.
Sending a kit to someone else
You can ship to any US address, and there is no price or invoice in the box. Add a note at checkout and we will write it on the card by hand.
Tracking
You get a tracking number by email as soon as a label is made. If tracking has not moved in three business days, email katie@thruology.com with your order number and we will chase it.
Lost or damaged in transit
If your order arrives damaged or does not arrive, email katie@thruology.com within 14 days of the expected delivery date. We will replace it or refund it. You do not have to fight the carrier; that is our job.
Address errors
We print exactly what you enter at checkout. If you spot a mistake, email katie@thruology.com straight away. Before a label is made we can fix it. After it ships we cannot redirect a package, and a package returned to us as undeliverable is refunded minus the original shipping.
Thruology, 209 Goldenstar Ln, Greer, SC 29651, United States
