Shipping Policy

This Shipping Policy ("Policy") explains how Phiusion Labs ("we," "us," or "our") ships cosmetic skincare products that you, the licensed health professional ("Practitioner" or "you"), order through the Phiusion shop. It sits alongside the Terms of Sale ("Sale Terms") and the Refund Policy. The Sale Terms govern the purchase contract; this Policy governs delivery of the goods. Where this Policy conflicts with the Sale Terms on a shipping topic, this Policy controls.

By placing an order through the shop, you accept the version of this Policy then in effect. Each checkout asks you to confirm acceptance, and the acceptance is recorded with your order.

1. Scope

This Policy covers shipment of physical cosmetic skincare products ordered through the Phiusion shop. It does not cover digital deliverables (such as platform access or subscription content), products not offered through the Phiusion shop, or third-party items shipped directly by another seller. It does not address title, risk of loss, payment, or warranty — those are in §5 and §7 of the Terms of Sale.

The products shipped under this Policy are cosmetic skincare for licensed practitioner use. They are not regulated medical products, and nothing in this Policy implies clinical-grade transport, chain-of-custody, or other handling specific to regulated medical products.

2. Shipping zones at launch

At launch, Phiusion ships to:

• United States — all 50 states plus the District of Columbia. We do not ship to APO, FPO, or DPO addresses, to US territories (including Puerto Rico, the US Virgin Islands, Guam, American Samoa, and the Northern Mariana Islands), or to PO boxes for orders requiring signature under §9.
• Canada — all 10 provinces and 3 territories (Ontario, Quebec, Alberta, British Columbia, Manitoba, New Brunswick, Newfoundland and Labrador, Nova Scotia, Prince Edward Island, Saskatchewan, Yukon, Northwest Territories, and Nunavut).

We do not offer international shipping outside the United States and Canada at this time. If you select a country we do not ship to, the checkout will not let you complete the order. We expect to expand the shipping zones as we onboard fulfillment partners in additional regions; this Policy will be updated and re-presented for acceptance if and when that happens.

3. Carriers and tracking

We use UPS, FedEx, USPS, and Canada Post depending on the origin warehouse, the destination, the service level you select, and carrier availability for the address. We choose the carrier; you do not select a carrier at checkout, only a service level (standard or expedited, where expedited is offered). For cross-border US/CA shipments, the carrier may hand off to a final-mile partner on the destination side.

Tracking is provided through our integration with AfterShip, a third-party tracking aggregator. When a shipment is dispatched, you receive an email with a tracking link and the carrier reference. The tracking page is hosted by AfterShip and shows the carrier's scan events as they post. AfterShip's role as a sub-processor and the data we share with it are described on the Sub-Processors page.

4. Service-level estimates (not guarantees)

The transit times below are business-day estimates measured from dispatch (not from order placement) and exclude weekends, statutory holidays in the origin or destination, and customs clearance time for cross-border lanes. Order processing typically takes 1–2 business days before dispatch.

• US domestic (US origin → US destination): standard 3–7 business days; expedited options at checkout (typically 1–3 business days) where available.
• Canada domestic (CA origin → CA destination): standard 3–10 business days; expedited options at checkout (typically 2–5 business days) where available. Remote postal codes in the territories may take longer.
• Cross-border US ↔ CA: standard 5–14 business days, including typical customs clearance; expedited options at checkout (typically 3–7 business days).

These estimates are not guarantees. Carrier delays, weather events, customs holds, address issues, and force-majeure events can extend transit times. We do not refund standard shipping charges for late delivery within the estimate windows above; for late expedited shipments, see the Refund Policy. The FTC Mail Order Rule at 16 CFR 435, where it applies, gives US buyers specific rights when we cannot ship within the stated time, including the right to consent to a delay or cancel for a refund — those rights are preserved.

5. Customs and import duties (cross-border US ↔ CA)

For cross-border US/CA shipments, Phiusion ships Delivered Duty Unpaid (DDU) by default. This means you are the importer of record for the destination country. Any customs duties, import taxes (including Canadian GST/HST/QST on import, or US duty), brokerage fees, and similar charges levied by the destination country are your responsibility and are billed to you by the carrier or customs broker on or before delivery. These charges are not included in the order total displayed at checkout.

We include a commercial invoice with each cross-border shipment, declaring the goods accurately at the order value and currency. We will not under-declare value or mark goods as "gift." If customs requires additional documentation (for example, an importer-of-record number, a business number, or product classification details), we will ask you for it and the shipment will pause in customs until you provide it. If you refuse the shipment at the border, §10 applies.

6. Damaged in transit

If a shipment arrives with visible damage to the outer carton, with seals broken, or with product damaged inside an intact carton, report it to support@phiusionlabs.app within 5 calendar days of delivery with: the order number, photographs of the outer carton (all sides, including any carrier labels), photographs of the damaged product, and a brief description of what is damaged. Keep the original packaging until the claim is resolved — carriers often require an inspection.

On receipt of a complete damage report within the 5-day window, we coordinate the carrier claim and resolve the issue under the Refund Policy, at our option either replacing the damaged items at no charge or refunding them. Reports submitted after the 5-day window may still be considered but are not guaranteed and are limited by what the carrier's own claim window allows.

7. Lost shipment claim

A shipment is treated as potentially lost when the tracking has not updated for 7 consecutive business days after dispatch or when the carrier marks the shipment as delivered but you confirm in writing that it did not arrive. If you contact support@phiusionlabs.app with the order number under those conditions, we open a carrier trace and work the claim on your behalf.

We resolve lost-shipment claims within 30 calendar days of opening the trace. Resolution is, at our option, either a reship of the affected items at no charge or a refund under the Refund Policy. If the original shipment is recovered after we have already reshipped or refunded, you agree to return it at our expense using the prepaid label we provide, or to pay for the duplicate at the price you paid. The FTC Mail Order Rule cancellation/refund rights at 16 CFR 435 apply where they would otherwise.

8. Address corrections

You are responsible for providing an accurate, complete shipping address at checkout, including suite or unit numbers, the correct postal or ZIP code, and a deliverable contact phone number where the carrier requires one. Address fields are validated at checkout where the carrier supports it, but we cannot guarantee that every address typo is caught.

If you discover an address error before dispatch, contact support@phiusionlabs.app and we will correct it at no charge if the order has not yet been picked. If you discover the error after dispatch, we can ask the carrier to re-route, but any re-routing fee, address-correction surcharge, or repeated-delivery-attempt fee the carrier charges is your responsibility and will be billed back to you or deducted from any refund. If the carrier returns the shipment to us because the address was undeliverable, §10 applies.

9. Signature requirements

Standard shipments are released without a signature. Orders with a merchandise subtotal over USD $500 (or CAD $700 equivalent) require an adult signature at delivery. The carrier will not leave such a shipment unattended; missed delivery attempts will trigger a re-attempt or carrier hold per the carrier's standard process. If you want to require a signature on an order below the threshold, contact us before dispatch and we will add it (the carrier's signature-service fee may apply and will be billed to you).

Because the products shipped under this Policy are cosmetic, no controlled-substance signature, dispensing-log, or other regulated-product chain-of-custody protocol applies.

10. Hold or refusal of delivery

The destination carrier may, at its discretion, hold a shipment for pickup, hold it pending payment of customs duties or fees, or refuse to deliver to a particular address (for example, a flagged building or a no-access location). Phiusion has no control over those carrier decisions.

If a shipment is refused by you, refused by your designee, or returned to us by the carrier as undeliverable — for example, because the address was wrong, you refused customs charges, you missed the final delivery attempt, or you refused a required signature — we will, on receipt of the returned package, refund the purchase price of the goods minus the original outbound shipping charge, any return-leg carrier charge billed to us, and any restocking applicable under the Refund Policy. We do not refund the original shipping in these cases. If the returned items arrive damaged because of the refusal or return-leg handling, we may deduct the damaged units from the refund.

11. Backorders and partial shipments

If one or more items in your order are temporarily unavailable, we will, at our option, either (a) hold the order until all items are in stock and ship complete, or (b) ship the in-stock items now as a partial shipment and ship the backordered items separately when available, at no additional shipping charge to you. We will email you which option applies before dispatch.

If the backorder estimate exceeds 30 calendar days from order, we will give you a written option to cancel the backordered items for a refund of those items (and any allocated shipping), per the FTC Mail Order Rule where it applies in the United States and per equivalent consumer-protection rules in your jurisdiction. The Quebec Consumer Protection Act, the Ontario Consumer Protection Act, 2002, and other provincial consumer-protection statutes apply on the same basis where they cannot be waived.

12. Contact and supervisory authorities

For anything covered by this Policy, write to:

• Shipping, tracking, damage, and lost-shipment claims: support@phiusionlabs.app.
• Billing questions tied to shipping (refunds, re-routing fees, customs charges): billing@phiusionlabs.app.
• Privacy Officer (Phiusion Labs): Jonathan Garbutt, privacy@phiusionlabs.app.
• Data Protection Officer (Universkin SAS, France): Maître Eric ELABD, +33 (4) 93.00.11.96, dpo@universkin.com.

If you have a complaint we have not resolved, you may also contact the consumer-protection or supervisory authority for your jurisdiction, as listed in §14 of the Terms of Service. For shipping-disclosure complaints, the relevant authority in Canada is usually your provincial consumer-protection office (in Quebec, the Office de la protection du consommateur; in Ontario, the Ministry of Public and Business Service Delivery and Procurement under the Consumer Protection Act, 2002), and in the United States it is usually your state Attorney General together with the Federal Trade Commission under the Mail Order Rule (16 CFR 435).

For related documents, see the Terms of Service, the Terms of Sale, the Refund Policy, and the Sub-Processors page.