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Shipping & Returns
Shipping ground unless requested other ways, Returns must be pre-approved with shipping code by New-Gen Biotics before shipping a return.
Most items are shipped via USPS, UPS Ground and FedEx Ground. Larger items may be shipped via the LTL freight carrier of New-Gen Biotics choosing. The buyer is responsible for providing an address that these carriers recognize as a deliverable address. Unfortunately, we have no control over a shipment once a package departs the facilities. If there are any issues with delivery for reasons out of our control (address provided to us is not accurate, issues within the shipping company, etc.) we are not responsible for shipping delays.
We are not responsible for errors made by the shipping carrier, such as delayed items, damages, or lost packages. We are not responsible for delays in shipping due to acts of God that are out of our control, such as epic snowstorms, natural disasters, or any other extraordinary circumstance that causes unforeseen interference with carrier routes. If an exchange is desired, all shipping costs incurred are to be paid by the buyer. Please see our refund and exchange policy for more information.
Typically require a loading dock or forklift. Any products shipping by freight truck on a pallet require a loading dock or fork lift at the delivery location to unload the shipment. (If neither a forklift nor loading dock are available at the delivery site), arrangements for lift gate service will need to be made ahead of time with the freight carrier to ensure the shipment can be safely unloaded. Inside delivery services also must be arranged in advance with the freight company. Additional charges for lift gate or inside delivery service will apply.
These instructions are typically included on the Bill of Lading (BOL), which is the document included with the shipment that indicates the shipping address, quantity, general product description, and the freight carrier’s contact information. When a shipment is delivered, both you and the truck driver will sign the BOL and you will be given a copy, which is your receipt of delivery. Please save your copy in the event a freight claim needs to be filed.
If you need your order before a certain date, please contact New-Gen Biotics PRIOR to submitting your order so we can determine whether we are able to meet your deadline. If we are unable to meet your deadline with standard shipping, EXPEDITED shipping is available. If you select an expedited shipping rate that is not guaranteed, we are not responsible if the shipping company does not honor the expected timeline. USPS Priority Shipping, UPS Ground, FedEx Ground, and normal LTL freight service are not guaranteed shipping methods, although delays with these methods are rare.
Duties and Customs taxes and fees are the responsibility of the buyer, if applicable. It is the buyer’s responsibility to know their country’s tax policy before purchasing from New-Gen Biotics, located in Yulee, FL, United States. We do not reimburse customs tax, nor do we collect tax on behalf of any customs department. Buyers are responsible for paying postage to have an item redelivered for failure to pay the customs tax or if an undeliverable address is provided, resulting in packages being shipped back to New-Gen Biotics. Please be sure the address provided upon checkout is one that is able to accept packages and tax due to notices if your country imposes customs tax. Arrangements for brokerage are the responsibility of the customer.