Tarne & tagastus
Cold-shipped with FedEx, tracked, discreet — to anywhere in the world. EU consumer return rights apply.
Where we ship
- Bulgaria — €5
- Local courier, 1–2 business days.
- European Union — €25
- All EU member states, FedEx International Priority, 2–5 business days. No customs, no extra charges — the price at checkout is final.
- United Kingdom, Switzerland, Norway, Iceland, Liechtenstein — €35
- FedEx International Priority, 2–5 business days. Your customs authority may collect import duties or VAT on arrival; these are set by your country and are not included in our prices.
- USA & Canada — €20
- FedEx International Priority, 3–6 business days. US orders under $800 generally clear duty-free (de minimis); Canadian orders may be assessed GST/HST on arrival.
- Rest of the world — €45
- FedEx International Priority, 3–7 business days to most destinations. Import duties and taxes on arrival are the customer’s responsibility — check your local rules before ordering.
How orders ship
- Cold-chain: the pen ships in an insulated mailer with a phase-change cool pack rated for 72 hours of transit. Stable on arrival even if the courier is a day late.
- Tracked: you receive a tracking link by email when the parcel leaves our fulfilment centre. Every parcel is tracked door-to-door by FedEx.
- Discreet: outer packaging carries no clinical branding, no NAD reference, no NAD.Power logo. Shipped from our EU fulfilment partner; the return address is theirs.
Customs & import duties (orders outside the EU)
Parcels leaving the EU may be assessed import duties, taxes, or brokerage fees by your country’s customs authority. These charges are not included in our prices or shipping rates, are collected by the carrier or customs on delivery, and are the recipient’s responsibility. FedEx handles the customs paperwork; in most countries no action is needed from you beyond paying any assessed charges. Parcels refused at customs or unclaimed are not refundable once shipped.
Storage on arrival
Refrigerate at 2–8 °C. The pen tolerates short room-temperature excursions during transit, but for shelf life beyond a week, keep it cold. Do not freeze.
Returns & refunds
Unopened product
Under EU consumer law (Directive 2011/83/EU), you have 14 calendar days from delivery to withdraw from your purchase, no reason needed, on product in its original sealed packaging. Email [email protected] with your order number to start a return. We’ll send you the return address and a pre-paid label for EU destinations.
Opened product
Once the seal is broken, the pen cannot be returned. This is a sealed health product (Directive 2011/83/EU, Article 16(e)) and we cannot resell or guarantee sterility on returned opened units.
Damaged or defective on arrival
If your pen arrives damaged, leaking, or has been outside cold-chain for clearly too long, photograph the parcel and the pen, and email us within 48 hours of delivery. We replace damaged-on-arrival product at no cost — no return needed, just the photo evidence.
Refund timeline
Approved refunds are issued to the original payment method within 5 business days of us receiving (or waiving) the return. Bank-side processing typically adds another 1–3 days.
Questions
Write us at [email protected]. Most shipping issues are resolved within a few hours.