Shipping policy

# Shipping Policy

**Effective date:** June 7, 2026

**Last updated:** June 7, 2026

This Shipping Policy is part of our [Terms of Service](/policies/terms-of-service). It explains where we ship, how long it takes, what it costs, and how to track your order.

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## 1. Where we ship

We currently ship to all 50 U.S. states, the District of Columbia, and U.S. territories (Puerto Rico, U.S. Virgin Islands, Guam — additional transit time applies). We do **not** ship to APO/FPO/DPO addresses or to P.O. boxes for orders requiring carrier signature confirmation.

International shipping availability varies. If your country appears at checkout, we ship there. Customs duties, taxes, and import fees are the recipient's responsibility and are not collected at our checkout unless explicitly stated.

## 2. Shipping methods, rates, and transit times

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Transit time **does not** include order processing time (see Section 3). Transit times are estimates and are not guaranteed. Carriers may experience delays during peak periods (Black Friday/Cyber Monday, December holidays, severe weather, postal-service disruptions).

## 3. Order processing time

We process orders within **1–3 business days** of receiving them (Monday through Friday, excluding U.S. federal holidays). During large promotions and peak holiday seasons, processing may take up to 5 business days.

You will receive a **shipment confirmation email with a tracking number** once your order is dispatched. If you do not receive a tracking email within 5 business days of ordering, please check your spam folder and then email contact@getdraen.com.

## 4. FTC Mail Order Rule compliance

In compliance with the FTC's Mail, Internet, or Telephone Order Merchandise Rule (16 C.F.R. Part 435), if we cannot ship your order within the time stated above (or, if no time was stated, within 30 days of receiving your order), we will:

1. Notify you of the delay.

2. Provide a revised shipment date.

3. Give you the option to cancel the order for a **full refund**.

If we cannot provide a revised date, we will cancel and refund your order automatically.

## 5. Tracking and delivery

You can track your shipment using the carrier link in your confirmation email. Once the carrier marks your package as **"delivered,"** title and risk of loss pass to you.

If tracking shows "delivered" but the package is missing, see Section 4 of our [Refund & Return Policy](/policies/refund-policy) for next steps.

## 6. Address errors and undeliverable packages

Please double-check your shipping address at checkout. If a package is returned to us as undeliverable because of an incorrect or incomplete address:

- We will email you to confirm the correct address.

- We will re-ship at our expense the **first** time.

- A second re-ship to a corrected address is subject to a reshipment fee equal to actual carrier cost.

We are not responsible for delays or non-delivery resulting from incorrect addresses provided by the customer.

## 7. Customs, duties, and international fees

For international orders, the recipient is the importer of record and is responsible for all customs duties, import taxes, brokerage fees, and other charges imposed by the destination country. These fees are **not** included in the price you paid us. We cannot predict the amount; please contact your local customs office for estimates.

We are required by law to declare the full retail value of the contents on the customs form. We will not mark packages as "gift" or under-declare value.

If you refuse delivery or fail to pay customs fees and the package is returned to us, we will refund the product price only, less any return-to-sender or carrier fees actually incurred.

## 8. Lost or damaged in transit

If your package is **damaged in transit**, please photograph the packaging and product on arrival and email contact@getdraen.com within 14 days of delivery. We will send a free replacement.

If your package is **lost in transit** (tracking has not updated for 7+ consecutive business days, or the carrier confirms it is lost), email contact@getdraen.com and we will open a carrier investigation and, where appropriate, send a free replacement or issue a refund.

## 9. Sustainability

We ship in recyclable packaging wherever possible. We continue to look for ways to reduce the carbon footprint of fulfillment, including consolidated shipments for multi-pouch orders.

## 10. Holidays

We do not process or ship orders on the following U.S. federal holidays: New Year's Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving, the day after Thanksgiving, Christmas Eve, and Christmas Day. Orders placed on these days will begin processing on the next business day.

## 11. Storage and handling

Draen Lymphatic Drainage Support should be stored as printed on the label — typically in a cool, dry place, away from direct sunlight. Once the carrier has confirmed delivery, please bring the package inside as soon as practical. Prolonged exposure to extreme temperatures may affect quality.

## 12. Contact

Questions about shipping?

Email: contact@getdraen.com

DRAEN LLC

United States