Shipping Policies

MD® Shipping & Delivery Policy

General Shipping Information

All products are shipped directly from our U.S. fulfillment warehouse.

• Processing Time: Most orders placed Monday through Friday before 3:00 PM PST are processed and shipped the same business day (excluding holidays). Orders placed after this time or on weekends will be processed the following business day.

• Tracking: You will receive a confirmation email with real-time tracking information once your order has shipped. Please check your spam or junk folder if the email is not immediately visible.

• Delivery Delays: While we strive for accuracy, estimated delivery times are not guaranteed. Local postal service delays may occur due to weather, public holidays, or unforeseen disruptions to carrier networks.

Destination	Order Value	Delivery Estimate
Domestic (U.S.)	Over $99	Typically 3–5 business days
International	Over $150	Typically 7–14 days

• For international orders over $150, we reserve the right to select the shipping carrier and method that provides the best value and reliability.

• For expedited shipping (Priority/Overnight), rates are calculated at checkout based on the merchandise total and destination.

Order Cancellation

To cancel your order, please call 1-888-882-5788 or email customercare@md-factor.com within 24 hours of purchase.

• We can only guarantee cancellation if the request is received before the order has entered the shipping processing stage.

• We recommend calling during business hours (9:00 AM – 5:00 PM PST) for the quickest cancellation confirmation.

• If the order has already shipped, you may initiate a return for an unused, unopened product under our Return Policy once it arrives.

Risk of Loss and Liability

Risk of Loss: All purchases are made pursuant to a shipment contract. This means the risk of loss and title to the items pass to you, the customer, upon our delivery of the items to the carrier (USPS, FedEx, UPS, or DHL).

• MD Factor is responsible for handing off the correctly packaged order to the carrier. We are not responsible for packages that are lost, delayed, or damaged while in the carrier's possession.

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: most countries via standard or expedited carriers. Rates and transit time are calculated at checkout based on destination and package weight.

Shipping Rates

• Domestic orders of $99 or more: FREE standard shipping.
• International orders of $150 USD or more: 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 2:00 PM Pacific Time on a business day ship the same business day. Orders placed after 2:00 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 the 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, transit damage, 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 proof of tracking 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 within 14 days of the expected delivery 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.
• 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.

Contact

MD® Customer Care
La Canada Ventures, Inc.
448 N. San Mateo Drive, San Mateo, CA 94401
Phone: 650-340-8688 (Monday–Friday, 10:00 AM–5:00 PM Pacific Time)
Email: customercare@md-factor.com

International Orders & Customs

We proudly ship to most countries globally.

• Customs & Duties: Import duties, VAT, taxes, and customs fees are not included in the item or shipping price. These charges are the sole responsibility of the buyer. Please check with your country's customs office to determine the additional costs before purchasing.

• Customs Liability: Due to varying country regulations and customs processes, MD Factor is not responsible for packages held, delayed, or lost while in customs. Refunds cannot be issued for packages held or lost in customs unless covered by Route Shipping Protection.

• If your country is excluded from our standard shipping or requires higher fees, we will notify you via email before processing your order.

Undeliverable, Refused, or Unclaimed Mail

If a package is returned to our warehouse due to issues outside of our control, the following rules apply:

• Returned Mail (Incorrect Address): If your package is returned due to an incorrect or undeliverable address provided by the customer, you are responsible for the re-shipping fees. We will contact you to verify the correct address and resend once the fees are paid.

• Refused or Unclaimed Mail: If the package is refused upon delivery or unclaimed, we will issue a refund only for the product cost (excluding all shipping/handling fees), and only once the package has been successfully returned to our facility.

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" date.

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