Shopping Policy

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Shopping Policies

By shopping on our website, you (the buyer/consumer) agree to the terms listed below.

Shipping Policies

• We ship within 48 hours of receiving payment, Monday - Saturday (excluding holidays and holiday Mondays). Insurance is optional but highly recommended.
• We ship through USPS Priority Mail (1 to 3 days within the United States, International time varies), UPS Ground (1 to 6 days within the United States, International time varies) or FedEx Ground (1 to 5 business days). Large orders will require a signature confirmation. Local pickup is not available. This is to protect the safety of our employees and your safety.
• Addresses must be a valid shipping address. Please note we are not responsible for incorrect addresses or missing unit/apt numbers. Before submitting your order, please verify that your address is correct.
• Items ship from our warehouse in San Diego, CA. 

Payment Options:
During the checkout process, you may choose to pay using the following methods. 

You can pay with a credit card (Visa, MasterCard, American Express and Discover), debit card (Visa or MasterCard), or you can pay using PayPal. 

When to expect your order:
As soon as you order is placed, we begin the process of fulfilling your items in your order. Depending on the order, it may take some additional time for fulfillment of your order.  Once your order is ready for shipping, you will receive an email with an updated tracking number, trackable at its respective carrier website. Shipping time may also vary due to weather conflicts (such as blizzards, earthquakes, floods, hurricanes, tornados, etc.). Shipping during the holiday season may also take additional time. You will receive your tracking number as soon as your item is deemed ready to ship. If you have paid through PayPal you will receive a tracking number to your email that is registered with your PayPal account.

Once your order has been dropped off to the shipping carrier, we do not have control of where your shipment processes on its way to you. Please note due to COVID-19 shipping times have dramatically increased. 

                                                                                                                                   
International Orders:

Due to the different regulations imposed by the USPS for different countries, our shipping prices will vary. Payment may be made by credit card in U.S. Funds payable by a U.S. bank. In order to ensure proper delivery, the recipient’s phone number and address is required. Depending on your country, there may be additional taxes and/or duty fees. Please contact your local customs office for the charges. Please note that international orders will not receive a tracking number, but will receive a US customs number.

Returns:
We will accept returns on all UNOPENED products within 14 days of purchase if your product is damaged or defective. If we left out something out of your order please contact us immediately so that we can resolve any issues. 

Please note any medical device, masks, COVID-19 testing kits or any other type of testing kit available on our website are non-returnable and non-refundable. Users of any kit assume full responsibility of test results and cannot hold ProperCell accountable for their own test results.   

All returns must have a return authorization number, which can be obtained by contacting us through e-mail. Please contact customer service within 72 hours of receiving your order to arrange for an exchange. Please note that special sale and promotional items are not eligible for returns for any reason (unless they are defective or damaged). Defective or damaged items will only be exchanged for the same item only. No refunds.

When returning an order, please be sure to:
1. Obtain return authorization number from customer service.  
2. Provide a tracking number with signature confirmation.
3. Be sure to ship through a reliable carrier such as the USPS, UPS, FedEx.
4. Protect the contents of the package so that it arrives undamaged.

If you did not receive your package but the Delivery Confirmation/Tracking Number shows that your package was delivered to the address in your order, we are not held responsible. If your package is insured, the shipping carrier will work with you in order to process your claim.

I Received the Wrong Product:
In the event that you receive the wrong product, please e-mail us at contact@propercellbio with the subject of Wrong Product. We will gladly work with you to resolve any issues.

Shipping Damage:
Please note that the following description only applies if you have purchased insurance for your order:
Your package may be damaged after we ship out your order. All of our orders are packed to ensure that your order will be protected. If you have received a broken item, please check the contents of your package. Please note that the buyer must keep all materials within the package so that if the carrier contacts you to inspect the box, they can check it themselves. We will work with you to resolve your issues.
We value your business and are sincerely committed to your satisfaction.

If you have any questions or concerns, please feel free to contact us.

• Policy may change without notification.