Shipping policy

Everything ships from New York. Here is what it costs, how long it takes, and what happens when something goes wrong.

Where we ship

We ship within the United States, including Alaska, Hawaii and US territories. We do not ship internationally at the moment. We cannot ship to freight forwarders.

What it costs

Standard shipping is free on orders over $75.
On orders under $75, standard shipping is charged at a flat rate, shown at checkout before you pay.
An express option is available at checkout at an additional cost.

The rate you see at checkout is the rate you pay. There are no handling fees added afterwards.

How long it takes

Orders are packed and handed to the carrier within one to two business days. Business days are Monday to Friday, excluding public holidays.

Once it is with the carrier, standard delivery within the continental United States usually takes a further three to five business days, and express is faster. Alaska, Hawaii and US territories take longer.

Transit times are the carrier's estimate, not a guarantee. We control how fast an order leaves us and we do not control the weather, a sorting facility or a public holiday.

Order confirmation and tracking

You will get two emails: one confirming the order when you place it, and a second with a tracking number when it ships. If the second one has not arrived within three business days, check your spam folder, then email us.

Getting the address right

Please check your delivery address before you pay. We ship to the address exactly as it is entered at checkout.

If you spot a mistake, email us immediately — if the order has not shipped we can correct it. Once it has, we cannot redirect it, and a parcel that goes to a wrong address entered at checkout is not something we can refund.

Undeliverable and returned parcels

If a parcel comes back to us as undeliverable, we will contact you. You can have it resent, in which case you pay the shipping again, or refunded, less the original shipping cost.

Lost or stolen parcels

If tracking shows delivered and the parcel is not there, check with anyone else at the address and with your neighbours first, then give it 24 hours — carriers sometimes scan early. If it still has not appeared, email us with your order number and we will open a claim with the carrier and work it out with you.

Damaged in transit

Email doctormauer@me.com within 30 days of delivery with your order number and a photograph. We will replace it or refund it, and you will not be asked to pay to send a damaged item back. See our refund policy.