Shipping and Returns
Shipping
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Packages are generally dispatched within 1-3 days after receipt of payment, though some exceptions may apply, and are shipped via UPS, DHL and USPS with tracking (when applicable) and drop-off without signature. If you prefer delivery by a different method not available during checkout, please contact us. Delivery with signature is available for an additional fee. Expedited shipping options, such as UPS Next Day (does not include weekends) or USPS Priority mail are not guaranteed services. Because these services are provided by 3rd party companies (UPS/USPS) they are non-refundable.
Once your order is shipped you will receive an email or sms message when applicable (additional carrier rates may apply) with any tracking information available -- you can check order status by logging into your account.
International Customers Please Note: Any additional fees required by customs will be the responsibility of the buyer. We cannot control customs processing times in international countries. It is not uncommon for USPS First Class/Flat Rate parcels, or packages of any type, to get caught up in customs for weeks at a time. We highly recommend using UPS or DHL for international orders as they provide faster customs processing times and accurate tracking updates. We are not responsible for any added time due to customs. We will not be liable for, nor will any adjustment, refund, or credit of any kind be given as a result of any delay, misdelivery, or non-delivery. Items returned to us that were deemed undeliverable and are not damaged in any way are subject to partial refund for the cost of the merchandise minus the cost of shipping. At the discretion of both Caputron and the buyer, redelivery may be attempted for additional shipping costs determined prior to reshipment.
* When offered, free shipping is eligible only for the contiguous United States and does not apply to orders outside of the United States, items that need to be shipped freight or for certain research items.
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Returns
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Need to Return Your Purchase? It's Easy - Caputron Offers 90 Day Hassle Free Returns
Our return policy is simple. If you are not 100% satisfied with your purchase from Caputron you can return your item(s) within 90 days of purchase. If 90 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
(Returned devices must be in a like new and undamaged condition.) Merchandise returned damaged may not qualify for a refund.
Opened or used accessories such as electrodes, gel, saline, caps or other consumables are not eligible for a refund.
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To be eligible for a return, your item must be in the same condition that you received it. It must also be in the original packaging.
To complete your return, simply reach out to Caputron with your order number and request an RMA number. We will then provide you an RMA number and a return label (US Orders Only).
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted: (if applicable)
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 90 days after purchase
Refunds (if applicable): Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days of receipt of the item. Orders sent back without an RMA number or without prior approval from Caputron are ineligible for a refund. Items will be inspected upon return and Caputron retains the right to refuse a refund request if these conditions are not met. Caputron retains the right to charge you a 15% re-stocking fee of the original price of the product. When applicable, items returned opened or damaged will not be refunded. Shipping fee's are non-refundable and customers are responsible for return shipping costs. For international orders, Taxes/Duties that may be charged are non-refundable.
Late or missing refunds (if applicable): If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at contact@caputron.com.
Clearance Items (if applicable): Unfortunately clearance items cannot be refunded.
Custom/Altered Items (if applicable): Unfortunately custom orders or altered products cannot be refunded.
Research Devices/Accessories (if applicable):Â Unfortunately products classified as for research use only cannot be refunded.
Exchanges (if applicable): We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at contact@caputron.com. Once the exchange is authorized Caputron will provide you with a return label or the return address. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
Gifts: If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift card will be emailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Return Shipping: To return your product once you have received your RMA number, Caputron will provide you either a return label or the return address. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. We will not issue a refund for items that are not received. We are not responsible for any damage or loss by the shipping carrier.
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Please read the entire agreement. By using and ordering from this website you agree to these terms. If you do not agree, please do not use this site. If you have any questions or concerns, feel free to contact us.
