Domestic Shipping Only
Aeterna Biolab ships to the 48 contiguous United States and Washington, D.C. Orders to Alaska, Hawaii, Puerto Rico, US territories, PO boxes served by FedEx or UPS, and international addresses are not accepted. If your shipping address falls outside our service area, the checkout will not complete.
Carriers
We ship through USPS, FedEx, and UPS. Your available carrier options appear at checkout based on package weight, destination, and the service level you select. You choose the carrier and speed. We do not override your selection.
Same-Day Handling
Orders placed by 2:00 PM Pacific Time on a business day ship that day. Orders placed after the cutoff ship the next business day. Orders placed Saturday, Sunday, or on a federal holiday ship the next business day. We do not process or ship on weekends or holidays.
A business day is any Monday through Friday that is not a federal holiday. If you are unsure whether a date qualifies, assume the next business day applies.
Delivery Speed
All delivery windows are stated in business days and begin the day your package leaves our facility, not the day you place the order.
| Service | Delivery window | Coverage |
|---|---|---|
| USPS Ground Advantage | 2–5 days | 48 states |
| USPS Priority Mail | 1–3 days | 48 states |
| FedEx Ground | 1–5 days | Commercial and residential |
| FedEx 2Day | 2 days | By end of business day |
| UPS Ground | 1–5 days | Commercial and residential |
| UPS 2nd Day Air | 2 days | By end of business day |
Delivery estimates come from the carrier and are not guaranteed. A delivery window is the carrier’s stated expectation, not a promise. Weather, peak volume, and incorrect addresses cause delays. If your tracking status has not updated for three business days, contact us and we will open a trace with the carrier.
Tracking
Every order receives a tracking number at no charge. The number is emailed when the shipping label is generated. Tracking typically activates within a few hours of pickup.
You can follow your package on the carrier’s website or from your Aeterna Biolab account.
Shipping Rates
Rates are calculated live at checkout from carrier-provided pricing based on weight, dimensions, and destination. You see the full cost before you submit payment. No shipping charge is added after the fact.
Orders of $200 or more ship free via standard ground. The discount applies automatically at checkout when your cart qualifies.
Packaging
All packages leave our facility in plain packaging. No branding appears on the exterior. The return address reads “AB Fulfillment.” Contents are not listed on the label.
Address Changes
We ship to the address entered at checkout, exactly as entered. If the address is wrong, contact us before the package leaves our facility. Once the carrier has the package, we cannot redirect it. You will need to contact the carrier directly with your tracking number. We are not responsible for packages delivered to an incorrect address you provided.
Lost, Damaged, or Missing Packages
Report a lost, damaged, or missing package within 5 business days of the expected delivery date. If the package is confirmed lost by the carrier, we replace it at our expense. If it arrives damaged, keep the packaging and contents for inspection and contact us the same day.
If tracking shows delivered but you cannot locate the package, check with neighbors and your local post office before contacting us. Carrier scans sometimes precede physical delivery by a few hours. If the package has not surfaced within one business day of the delivery scan, we will begin a claim.
Returns and Refunds
We do not accept returns. We do not issue refunds. If you received an incorrect item or your order arrived damaged, we replace it at no charge. Full terms are in our Returns & Refunds Policy.
PO Boxes
We ship to PO boxes through USPS only. FedEx and UPS do not deliver to PO boxes. Selecting a PO box address with a FedEx or UPS service will delay your order while we contact you for an alternative address.
APO, FPO, and DPO addresses are not accepted.
Contact
Shipping questions that are not addressed here can be sent to [email protected]. Include your order number if you are asking about an active order.