Shipping and Returns

Overview

This page outlines our shipping methods, delivery timeframes, packaging protocols for temperature sensitive products, and policies for damaged or lost shipments.

For our refund policy on prescription and compounded products, see our Terms of Service.

Shipping Methods

Because our products are temperature sensitive, we ship using expedited or overnight service in most cases to minimize transit time and protect product integrity.

We use the following carriers for product and specimen delivery:

• UPS
• FedEx
• USPS

Most shipments are sent with ice packs in insulated packaging. Specific carrier and service level depend on the product and your shipping address. Tracking information is provided for every shipment.

Estimated Delivery Times

From the moment your protocol is approved online to the moment your product arrives, the full process typically takes about 2 weeks. This accounts for physician review, pharmacy compounding, and expedited cold chain shipping.

What Happens During Those 2 Weeks

• Physician review: Your intake, medical history, and lab results are reviewed and your protocol is approved
• Pharmacy compounding: Your compounded products are prepared by our 503A pharmacy partner specifically for you
• Quality and cold chain prep: Products are packaged in insulated containers with ice packs for temperature sensitive items
• Expedited or overnight shipping: Once shipped, products typically arrive within 1 to 2 business days

Timelines can vary based on product type, pharmacy volume, and your location. You will receive tracking information once your order ships.

Cold Chain Shipping

Many of our products are temperature sensitive and require cold chain shipping.

Packaging

Temperature sensitive products are packaged with:

• Insulated containers
• Gel ice packs or dry ice as appropriate
• Temperature indicators when required
• Expedited shipping to minimize transit time

Upon Receipt

When your cold chain shipment arrives:

• Open the package immediately and verify the contents
• Check that the cold packs are still cool (some thawing is normal and acceptable)
• Refrigerate temperature sensitive products immediately
• Contact us within 24 hours if the product appears compromised

Insurance and Lost Packages

All shipments are insured against loss or damage by the carrier.

If Your Package Is Lost

If tracking shows your package as lost or delivery confirmation is missing more than 48 hours after the estimated delivery date:

1. Check with neighbors and your mail receiving location
2. Contact the carrier directly with your tracking number
3. If the package cannot be located, contact us at [email protected]
4. We will initiate a carrier investigation and arrange a replacement once the loss is confirmed

If Your Package Is Damaged

Report damaged shipments within 48 hours of delivery:

1. Photograph the damaged packaging and product
2. Email [email protected] with photos and your order number
3. Do not discard the damaged product until we have reviewed your claim
4. We will arrange a replacement once damage is confirmed

Returns and Refunds

All sales are final. 5DGENX does not accept returns on any product. This includes prescription products, compounded medications, peptides, supplements, lab kits, and all other items in our catalog.

Nothing Can Be Returned

• Prescription and compounded products
• Peptide protocols
• Supplements and non prescription products
• Lab test kits, whether or not activated
• Completed services (consultations, lab analyses)

Federal law prohibits the return of prescription and compounded medications once dispensed. As a matter of policy, and because our products are temperature sensitive and prepared or selected for individual patients, no product is eligible for return.

The Only Exception: Product Damaged by Our Team

A refund or replacement is issued only when a product arrives damaged due to an error by the 5DGENX team or our fulfillment partners. To qualify:

• The damage must be reported within 48 hours of delivery
• You must provide photographs of the damaged product and packaging
• You must retain the product until your claim is reviewed

Damage caused by the carrier in transit is handled through a carrier claim and replacement, as described in the Insurance and Lost Packages section above. Damage that occurs after delivery, or as a result of improper storage by the customer, is not eligible for refund or replacement.

State Shipping Restrictions

5DGENX serves patients nationwide through our physician network and pharmacy partners. Service in any given state remains subject to physician licensure and clinical appropriateness.

If an order cannot be fulfilled to your location, it will not be processed and your payment will be refunded. We will notify you of the reason.

For full details on service coverage, see the State Restrictions page.

International Shipping

5DGENX offers international shipping on eligible products. International orders are subject to the import laws, customs regulations, and product restrictions of the destination country.

What to Know About International Orders

• The customer is responsible for ensuring the product is legal to import into their country
• Customs duties, import taxes, and brokerage fees are the responsibility of the customer
• International transit times are longer and vary by destination
• Temperature sensitive products are shipped with cold chain packaging, though extended customs holds can affect products beyond our control
• 5DGENX is not responsible for products seized, delayed, or rejected by customs

Contact us at [email protected] before placing an international order to confirm availability and shipping options for your destination.

Questions About Your Shipment

For questions about a shipment, contact us: