Shipping Policy
At RETROGEN INC., we are committed to getting your order to you as quickly and reliably as possible. Below you will find everything you need to know about our shipping process.
Processing Time: All orders are processed within 1–2 business days of being placed. Orders placed on weekends or federal holidays will begin processing the next business day. You will receive an email confirmation with tracking information once your order has shipped.
Shipping Methods & Delivery Times
Standard Shipping — 5 to 7 business days — Free on orders over $50, otherwise $4.99 Expedited Shipping — 2 to 3 business days — $9.99 Overnight Shipping — 1 business day — $19.99
Shipping Destinations: We currently ship to all 50 U.S. states. We do not ship to P.O. Boxes, APO/FPO addresses, or U.S. territories at this time. International shipping is not available at this time but is planned for a future expansion.
Order Tracking: Once your order ships you will receive an automated email containing your tracking number and a link to track your package in real time. If you have not received a tracking email within 3 business days of placing your order please contact us at contact@retrogeninc.com.
Shipping Delays: RETROGEN INC. is not responsible for delays caused by the carrier, severe weather, natural disasters, or other circumstances beyond our control. If your package appears significantly delayed please reach out to us and we will do our best to assist you.
Lost or Stolen Packages: If your tracking information shows your package was delivered but you have not received it, please check around your property and with neighbors first. If the package cannot be located please contact us within 7 days of the marked delivery date and we will work with the carrier to investigate and resolve the issue.
Return Policy
Your satisfaction is our priority. If you are not completely happy with your purchase we are here to make it right.
Return Window: We accept returns within 30 days of the delivery date. To be eligible for a return, items must be unused, undamaged, and in their original packaging with all accessories and documentation included.
Non-Returnable Items: The following items are not eligible for return: items marked as Final Sale, opened personal care or hygiene products, items damaged due to misuse or improper handling, and any item returned more than 30 days after delivery.
How to Initiate a Return: To start a return, email us at contact@retrogeninc.com with your order number, the item you wish to return, and the reason for the return. Our team will respond within 2 business days with a return authorization and instructions. Do not ship items back without first receiving a return authorization as unauthorized returns may not be processed.
Return Shipping: Customers are responsible for return shipping costs unless the return is due to a defective item, incorrect item received, or damage that occurred during shipping. In those cases RETROGEN INC. will provide a prepaid return label at no cost to you.
Refunds: Once we receive and inspect your returned item we will notify you by email. If the return is approved your refund will be issued to your original payment method within 5 to 7 business days. Please note that your bank or card issuer may take additional time to post the refund to your account.
Exchanges: We do not process direct exchanges at this time. If you would like a different item please return your original purchase for a refund and place a new order.
Damaged or Defective Items: If you receive an item that is damaged or defective please contact us at contact@retrogeninc.com within 7 days of delivery with your order number and photos of the damage. We will send a replacement or issue a full refund at no cost to you.