Politique d’expédition

Shipping & Delivery

MD® ships authentic, physician-formulated products directly from our San Mateo, California, fulfillment center. All orders are processed Monday–Friday (excluding U.S. federal holidays).

Where We Ship

• Domestic: All 50 U.S. states, Puerto Rico, and U.S. military APO/FPO/DPO addresses.
• International: 20+ countries via standard or expedited carriers. Rates and transit time are calculated at checkout based on destination and package weight.

Shipping Rates

• Domestic orders $99 and over: FREE standard shipping.
• International orders $140 USD and over: FREE standard international shipping.
• Orders below the free shipping threshold: Live shipping rates are calculated at checkout. The customer sees the exact amount before payment.
• Expedited / express options: Available at checkout where eligible.

Processing & Transit Times

• Order processing: Orders placed before 3:00 PM Pacific Time on a business day ship the same business day. Orders placed after 3:00 PM PT or on weekends/holidays ship the next business day.
• Domestic standard transit: Typically 3–7 business days after dispatch (USPS, UPS Ground, or FedEx Ground, carrier selected by us).
• Domestic expedited transit: Typically 1–3 business days after dispatch, where available.
• International standard transit: Typically 7–21 business days after dispatch, depending on destination and customs clearance.

Transit times above are estimates only, not guarantees. Actual delivery times depend on the carrier, destination, weather, holidays, peak shipping seasons, and customs processing (for international orders). MD® cannot guarantee any specific delivery date and is not responsible for delays caused by the shipping carrier, weather events, natural disasters, labor actions, customs inspection or clearance, force majeure, or other factors outside of MD®’s reasonable control once a package has been dispatched.

Duties, Taxes & Customs (International Orders)

All international shipments may be subject to import VAT, customs duties, goods and services tax (GST), and customs clearance fees imposed by the destination country. These charges are not collected by MD® at checkout and are payable by the recipient upon delivery, directly to the carrier or destination country’s customs authority. By placing an international order, the customer accepts responsibility for any applicable import charges. MD® is not responsible for, and will not reimburse, any duties, VAT, customs fees, brokerage fees, or delays caused by customs inspection, processing, or refusal.

Tracking

A tracking number is emailed to the customer once the order is dispatched. Customers can also track orders by logging into their MD® account at www.md-factor.com/account/login.

Enhanced visual tracking is available through the free Route™ mobile app (iOS and Android), which provides real-time map-based package tracking, push notifications at each carrier scan event, and one-tap access to file an insurance claim if you purchased Route™ protection at checkout. Search “Route” in the App Store or Google Play, or visit route.com/app to download.

Shipping Insurance & Risk of Loss in Transit

To protect against shipping delays, damage in transit, or lost or stolen packages, MD® strongly encourages customers to purchase shipping insurance at checkout through Route™, our third-party shipping protection partner. Route™ is offered as a small add-on fee at checkout (typically 1–3% of order value) and provides financial coverage for lost, stolen, or damaged shipments that MD® cannot otherwise extend after the package leaves our fulfillment center.

Risk of loss and title to all MD® products pass to the customer once the package is tendered to the shipping carrier. After the package leaves MD®’s San Mateo, California, fulfillment center, MD® is not responsible for:

• Carrier-caused shipping delays.
• Damage occurring during transit or final-mile delivery.
• Packages lost or stolen in transit.
• Packages marked as delivered by the carrier but reported missing (“porch theft”).
• Delays, losses, or damage caused by customs inspection, clearance, or refusal.
• Address-correction surcharges or returns-to-sender resulting from a customer-entered address error.

If a Problem Occurs After Dispatch

• If you purchased Route™ shipping insurance at checkout: File a claim directly with Route™ at claims.route.com or via the Route™ app. Most claims are accepted online with photos and tracking proof and resolved within 5–10 business days. Route™ also responds to questions at help@route.com.
• If you did not purchase shipping insurance: Contact MD® Customer Care at customercare@md-factor.com if your package has not arrived within 3 weeks (domestic) or 6 weeks (international) from the ship date. We will provide tracking documentation and open a carrier claim on your behalf as a courtesy where possible, but MD® cannot guarantee replacement, refund, or reshipment for uninsured shipments that are delayed, damaged, lost, or stolen after leaving our fulfillment center. Reports of damage or porch theft must be made within 48 hours of carrier-marked delivery, with photographs of the package and product.
• Returned to sender due to customer address error: Reshipment is available at the customer’s expense, including any address-correction surcharges imposed by the carrier. Original shipping charges are non-refundable.

Order Cancellation

• Within 24 hours of order placement: Cancellations are accepted at no charge, provided the order has not yet entered fulfillment processing. To cancel, call 1-888-882-5788 or email customercare@md-factor.com with your order number and the subject line “Cancel Order.”
• After 24 hours, or once the order has entered fulfillment processing, a $25 restocking fee applies to cancellations and covers pick-pack labor, packaging materials, and carrier label generation.
• After the order has shipped: Cancellations are no longer possible. The order will be delivered as scheduled. If you wish to return the unopened product after delivery, please follow the standard return process described in the MD® Refund & Return Policy.
• International orders that have left the United States Cannot be canceled or recalled. If the customer refuses delivery to avoid customs duties, the Refund Policy’s “Refused or Undeliverable Shipments” rules apply.

Contact

MD® Customer Care
La Canada Ventures, Inc.
448 N. San Mateo Drive, San Mateo, CA 94401
Phone: 1-888-882-5788 (Monday–Friday, 10:00 AM–5:00 PM Pacific Time)
Email: customercare@md-factor.com

Last updated: May 24, 2026. MD® reserves the right to update this policy at any time. Material changes will be reflected on this page with a revised “Last updated.”