All services are tracked, and a dispatch confirmation email with a tracking code will be sent when your order leaves our warehouse. To track your order, please visit the website of the courier and enter your tracking code.
Delivery for residents of the United States
Orders placed before 12:00 PM will be dispatched on the same day (Monday–Friday).
Estimated delivery time: 7–20 business days. Delivery times are estimates only and are not guaranteed.
If your order hasn’t arrived within 21 business days, please contact us. We will investigate the shipment, and if it is confirmed lost, a full refund (100%) will be issued.
You will receive a tracking number via email once your order has been shipped.
We are not responsible for delays caused by third-party carriers, customs processing, or events outside our reasonable control.
Orders placed Friday – Sunday
If you place an order between Friday and Sunday, the tracking information will become active within 2–4 days. Once dispatched, delivery will follow the estimated timeframes listed above for your region.
Сountries we ship to
Worldwide, except for Russia and Belarus.
Policies and prices
We offer two worldwide shipping options:
Standard Tracked Delivery (is FREE worldwide on all orders over USD200/EUR200).
Priority Tracked Delivery.
You will have the opportunity to select your preferred delivery method as you proceed through checkout, and will be able to check the total order value (including postage and packaging costs) before you complete the transaction.
Taxes and duties
All import taxes and duties are the responsibility of the customer.
These are set by your local customs office and vary by country.
We recommend checking local import regulations before ordering.
Unfortunately, we cannot estimate or assist with these charges.
Customs clearance
For deliveries outside the EU and the USA, the customer is fully responsible for customs duties and import taxes.
Damaged, incorrect or non-confirming items
If you receive a product that is incorrect, damaged, defective, or otherwise does not correspond to your order, please contact us immediately upon receipt:
Call us at +41 41 511 20 50
Or email [email protected] with your order number, email address, and phone number.
In such cases, we will, at our discretion and in accordance with applicable law, offer a replacement, repair (if applicable), or a full refund, including reasonable return shipping costs, where the issue is confirmed to have been caused by us or during transit.
To process your request, we may additionally require:
order details;
photographic evidence of the issue (including packaging and product); and
any additional information reasonably necessary to assess the claim.
Non-Returnable Items
We do not accept returns for the following items:
Opened or used products
Products not in original condition, including missing packaging, seals, or protective elements
Gift cards and digital vouchers
Hygiene-sensitive items that cannot be safely resold
Samples, trial-size, or promotional items (if provided free of charge)
Products returned outside the allowed return window
For hygiene and safety reasons, these items are non-returnable.
Items may still be eligible for return in cases of defect, damage during shipping, or incorrect order fulfillment.
Returns
We accept returns of unused items within 14 days for a full refund or exchange.
The return period begins on the date the order is marked as delivered by the applicable carrier and reflected in your account.
To initiate a return, please follow these steps:
Inspect and document: If the item is damaged, take clear photos of the product showing the damage. Additionally, please provide photos of the damaged shipping box and the shipping label.
Pack the item: Ensure the product is securely packed in a cardboard box to prevent further damage during transit.
Ship the item: Send the parcel to the appropriate address:
USA: INSTYTUTUM AG c/o James and James
2235 Southwest Blvd, Suite H
Grove City, OH 43123, Columbus, USAProvide tracking information: Email the order number, tracking number of the return shipment, and, if applicable, the photos of the damaged item to [email protected]
Important: The cost of returning the item is the responsibility of the sender.Assessment and refund: Refunds are subject to inspection and approval of returned products. Once our claims department has evaluated the returned item, we will inform you of the decision regarding a refund or exchange.
Please note that this process may take some time, as the return must first be accepted by the warehouse and then processed by our claims service. We will notify you as soon as your return has been received and processed.
The refund will be processed via the same payment method you used for the original purchase within 14 (fourteen) calendar days of approval. Please note that the exact time for the funds to appear in your account may vary depending on your payment provider’s processing time and internal policies.
If an order is refused and/or not collected, we may issue a refund reduced by shipping, handling, and return costs incurred, to the extent permitted by applicable law.
Subscription Orders (Additional Terms)
Subscription orders are treated as individual purchases generated with each renewal. All delivery, return, and refund rules set out herein apply to each Subscription order separately.
Cancellation of a Subscription is governed by the Terms and Conditions and does not automatically cancel or affect Subscription orders that have already been shipped or are in transit at the time of cancellation.
You may cancel your Subscription order at any time up to 24 hours before the next scheduled shipment.
If a Subscription order has not yet been shipped, it may be cancelled and refunded in accordance with the Subscription terms set out in the Terms and Conditions and this Policy, provided that the cancellation request is submitted before the order has been shipped and or is in transit.
If a Subscription order has already been shipped or is in transit, it cannot be cancelled. In such cases, you may return the product after delivery in accordance with the standard return process set out herein.
If you cancel or refuse an entire Subscription order prior to shipment or delivery, the order may be cancelled in full. Where the order has not yet been shipped, a full refund may be issued. Where the order has been partially or fully shipped, or delivered, any refund (if applicable) will be subject to deduction of the value of goods already processed or delivered and any non-recoverable costs incurred, including shipping, handling, and payment processing fees, to the extent permitted by applicable law.
If you cancel or refuse one or more items in a Subscription order while accepting other items in the same order, such partial cancellation shall not entitle you to a full refund of the entire order. In such cases, you may be eligible for a refund only for the cancelled or returned items that have not been shipped, and the remaining items in the order will remain payable.
If you receive a Subscription order and decide to return one or more items after delivery, such returns shall be governed by these T&C and the Return & Delivery Policy. In such cases, refunds (if applicable) will be issued only for items returned in accordance with the Return & Delivery Policy and may be subject to inspection, eligibility requirements, and the deduction of applicable costs, where permitted by law.
When items are shipped together as part of a single consolidated Subscription order, partial cancellation may require returning the entire shipment to assess eligibility for a refund.
Any refund amounts may be adjusted to reflect the value of items and any non-recoverable costs, including shipping, handling, and/or payment processing fees, to the extent permitted by applicable law.
Refunds for eligible Subscription returns are issued after the returned products are received and inspected, and will be processed to the original payment method within the timelines set out in this Policy.
We reserve the right, to the extent permitted by applicable law, to suspend, limit, or refuse refund requests or return requests in cases of suspected abuse, excessive returns, fraudulent activity, chargeback abuse, or patterns of cancellation and refund behavior inconsistent with normal consumer use.
Nothing in this section limits any mandatory rights granted to consumers under applicable consumer protection laws.
