Once an order is marked as “Delivered” by the carrier (USPS, UPS, etc.), we are no longer responsible for lost, stolen, or misplaced packages.
Please ensure your delivery address is secure and that you are available to receive your order. If a package is marked as delivered but cannot be found, we recommend the following steps:
– Check with neighbors or household members
– Wait 24–48 hours (carriers may scan early)
– Contact your local post office with the tracking number
We are unable to file claims or issue refunds for packages that show as delivered.
For added protection, we encourage customers to choose a secure delivery location or use a package locker when available.
International Shipping Policy
Overview
We are pleased to offer international shipping from our store location in Connecticut, United States. While we strive to ensure smooth delivery of your orders, please review our policy regarding international shipments, customs, and related procedures.
Shipping Methods and Timeframes
- International orders are shipped via USPS
- Estimated delivery times vary by destination country
- Tracking information will be provided via email once your order ships
Customs, Duties, and Taxes
By placing an order for international delivery, you acknowledge and agree to the following terms:
1. All customs duties, import taxes, VAT, and other fees imposed by the destination country are the sole responsibility of the customer
2. These fees are not included in our shipping charges and will be collected by the carrier or customs authority upon delivery
3. We cannot predict which items may incur customs charges or the amount of such charges, as they vary by country
4. Our stated prices do not include any customs duties or import taxes
Customs Clearance Issues
In the event your shipment is held or rejected by customs:
1. You are responsible for all costs associated with customs clearance
2. If additional documentation is required, we will assist where possible, but cannot guarantee customs clearance
3. No refund will be issued for orders rejected or abandoned at customs unless:
- The merchandise is returned to us in its original, unused condition
- You provide proof of customs rejection
- The return shipping costs are covered by the customer
INTERNATIONAL Refunds for customs returned items
If your order is returned to us due to customs issues:
1. A refund may be issued only after we receive and inspect the returned merchandise
2. The refund will be for the cost of the items only
3. Original shipping charges and any return shipping costs are non-refundable
4. Customs fees paid are non-refundable and cannot be reimbursed by our company
Prohibited Items
Certain items may be restricted or prohibited for import in various countries. It is the customer's responsibility to verify that their order complies with all import regulations of their country before placing an order.
Contact Information
For questions regarding international shipping or customs issues, please contact us.
Policy Updates
We reserve the right to modify this policy at any time. Any changes will be posted on this page with an updated effective date.
Last Updated:06/15/2026
In accordance with EU Directive 2011/83/EU on consumer rights, you have the right to withdraw from this contract within 14 days without giving any reason.
The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.
To exercise the right of withdrawal, you must inform us of your decision to withdraw from this contract by an unequivocal statement (e.g., a letter sent by post or email). You may use the model withdrawal form below, but it is not obligatory.
Please contact us at:
If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract.
We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.
You will have to bear the direct cost of returning the goods.
Please note that the right of withdrawal does not apply to:
To: Dr Julian Cano LLC, info@drcano.net
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods:
(*) Delete as appropriate.
