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Cold-shipped, tracked, discreet. EU consumer return rights apply.

Where we ship

European Union: All EU/EEA member states — standard delivery 2–4 business days.
Iceland, UK, Switzerland: 2–5 business days. Customs handled by our courier; no extra paperwork on your end.
Rest of the world: DHL Express, 3–7 business days. Import duties may apply on arrival and are the customer’s responsibility.

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.
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.

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.