Shipping policy

Shipping Policy

Last updated: October 30, 2026

Overview

At PinPoint Devices, we take shipping seriously because we understand that when you order EsoClear, you want it in your hands quickly so you can start your protocol without delay. This Shipping Policy explains everything you need to know about how your order is processed, how long it takes to arrive, how much it costs, and what to do if something goes wrong along the way.

If you have any questions not covered here, our customer service team is available at support@pinpointdevices.com.

1. Order Processing

Once your order is placed and payment is confirmed, our fulfillment team begins processing it.

  • Standard processing time: 1–4 business days from the moment your order is placed.
  • Business days: Monday through Friday, excluding Canadian and U.S. public holidays.
  • Orders placed on weekends or public holidays are processed on the next business day.
  • Once your order ships, you will receive a confirmation email with tracking information at the email address associated with your order.

During high-volume periods (such as Pre-Black Friday, Black Friday, Cyber Monday, holiday season, or new product launches), processing time may extend by a few additional business days. We will communicate any significant delays by email.

2. Shipping Destinations

We ship EsoClear worldwide. There are no strict country restrictions on who can place an order.

That said, our fulfillment network is optimized for the destinations where we ship most frequently — primarily the United States, Canada, United Kingdom, Ireland, Australia, and New Zealand. Orders to these destinations are typically processed and delivered on the standard timeline shown in Section 3 below.

For destinations we are less accustomed to shipping to:

  • Delivery times may be longer than our standard estimates
  • Depending on the local postal infrastructure, customs regulations, or your specific delivery address, we may occasionally be unable to complete delivery to certain remote or restricted locations
  • If we are unable to fulfill your order after it has been placed, we will contact you and issue a full refund

Important for international customers: depending on your country’s import regulations, customs duties, taxes, or additional fees may apply. These charges are determined by your local customs authority and are the responsibility of the customer (see Section 7 below).

3. Shipping & Delivery Times

We offer a single shipping option: Standard Shipping.

  • Estimated delivery time: 7–14 business days after your order ships
  • Delivery times begin counting from the date your order ships (not the date you place your order)
  • For destinations outside our main shipping lanes (see Section 2), delivery may take longer depending on the carrier and local postal infrastructure

Please note: delivery times shown are estimates provided by our carriers. Actual delivery times may vary due to carrier delays, customs clearance (for international orders), weather, remote delivery locations, or other factors beyond our control. We do not guarantee specific delivery dates.

4. Shipping Costs

Shipping costs are calculated at checkout based on your shipping destination and the size of your order. The exact shipping cost will be displayed before you complete your purchase — no hidden fees.

Free Shipping with Subscribe & Save

Customers who choose the Subscribe & Save plan receive free shipping on every delivery. This is one of the key benefits of subscribing — you never pay a shipping fee on your subscription orders.

One-Time Purchase Shipping

Customers who choose a One-Time Purchase pay the shipping cost calculated at checkout, based on their destination.

5. Order Tracking

Once your order ships, you will receive a shipping confirmation email that includes:

  • Your tracking number
  • A link to the carrier’s tracking page
  • The estimated delivery window for your destination

You can track your order at any time by clicking the tracking link in your confirmation email, or by logging into your account at pinpointdevices.com and viewing your order history.

Tracking information typically becomes active within 24–48 hours of your order being shipped. If your tracking number does not show any activity after 72 hours, please contact us at support@pinpointdevices.com and we will investigate immediately.

6. Shipping Delays

While we work hard to meet the estimated delivery times above, delays can occasionally occur due to factors beyond our control. These include:

  • Carrier delays or operational issues (strikes, backlogs, severe weather)
  • Customs clearance delays for international orders
  • Incorrect or incomplete shipping address provided at checkout
  • Delivery to remote or hard-to-reach locations
  • Peak holiday shipping volume
  • Natural disasters or unforeseen events

If your order has not arrived within the estimated delivery window plus 5 business days, please contact us at support@pinpointdevices.com with your order number. We will immediately investigate with the carrier and work to resolve the issue.

We do not refund orders that are delayed by the carrier. If a delay significantly affects your use of the product, our 90-Day Money-Back Guarantee remains available to you (see our Refund Policy).

7. Customs, Duties & Taxes (International Orders)

Orders shipped outside of Canada may be subject to import duties, taxes, Goods and Services Tax (GST), Value Added Tax (VAT), or other customs fees imposed by your country’s customs authority upon arrival. These fees are:

  • Determined by your local customs authority, not by PinPoint Devices
  • The responsibility of the customer receiving the shipment
  • Not included in the price you paid at checkout or in the shipping cost shown on your order

We cannot predict or calculate these fees in advance, as they vary by country, product type, order value, and local regulations. If you are unsure about potential customs fees for your country, we recommend contacting your local customs office before placing your order.

If a customer refuses to pay customs fees and the package is returned to us, the customer will be responsible for the original shipping cost and any return shipping fees. Refunds for returned-to-sender packages will be issued minus these costs.

8. Incorrect or Incomplete Shipping Address

It is the customer’s responsibility to provide a complete and accurate shipping address at checkout. Please double-check your address before confirming your order, including:

  • Street name and number
  • Apartment, unit, or suite number
  • City
  • State / Province / Region
  • Postal / ZIP code
  • Country

If your order ships to an incorrect address because of a mistake in the information you provided, we cannot be held responsible for lost or undelivered packages. We will do our best to help you locate the package, but any reshipment will be at the customer’s expense.

If you notice an error in your shipping address immediately after placing your order, contact us at support@pinpointdevices.com right away. If your order has not yet been processed, we can usually update the address at no cost. Once an order has shipped, address changes are no longer possible.

9. Lost or Stolen Packages

Lost Packages

If your tracking information shows your package as “in transit” with no updates for more than 7 business days past the estimated delivery date (or 10 business days for international orders), please contact us at support@pinpointdevices.com. We will file a lost package claim with the carrier on your behalf.

Once a package is confirmed lost by the carrier, we will either:

  • Reship your order at no additional cost, OR
  • Issue a full refund, at your preference

Stolen Packages

If your tracking information shows your package as “delivered” but you did not receive it, please take the following steps within 72 hours of the reported delivery date:

  1. Check with household members, neighbors, building management, or your mail carrier
  2. Look around your property, including porches, side doors, mailboxes, and lobby areas
  3. Verify the shipping address on your order confirmation

If you still cannot locate the package, contact us at support@pinpointdevices.com and we will investigate with the carrier. If the carrier confirms the package was delivered to the correct address, we are not able to issue a refund or reshipment for stolen packages. However, we will do our best to assist you in filing a theft claim with the carrier.

10. Damaged Packages

If your package arrives visibly damaged or if the product inside is damaged (broken bottle, leaking liquid, compromised packaging), please:

  1. Take clear photos of the damage immediately upon receipt (both the outer packaging and the product itself)
  2. Keep the original packaging until the issue is resolved
  3. Contact us within 7 days of delivery at support@pinpointdevices.com with your order number and the photos

Once we verify the damage, we will send you a free replacement at no additional cost. We do not require the damaged product to be returned.

11. Signature Requirements

Standard orders are typically shipped without a signature requirement. If you would like to add a signature requirement to your delivery for security reasons, please contact us at support@pinpointdevices.com before your order ships and we will do our best to accommodate your request.

Signature-required deliveries may extend delivery times, as the carrier may need multiple delivery attempts if no one is available to sign.

12. PO Boxes & Military Addresses

PO Boxes

We can ship to PO Box addresses in the United States and Canada using Standard Shipping.

APO / FPO / DPO Addresses (U.S. Military)

We ship to APO, FPO, and DPO military addresses using Standard Shipping. Delivery times to military addresses may be significantly longer than standard destinations and are outside of our control.

13. Subscribe & Save Shipping Schedule

Subscribe & Save subscribers receive automatic deliveries on a recurring schedule chosen at checkout (typically every 30 days). Each shipment is processed and shipped using free Standard Shipping.

  • You will receive an email notification 3 days before each shipment is processed, giving you time to skip, pause, or modify the delivery if needed.
  • Shipments cannot be cancelled once they have entered our fulfillment system.
  • To modify your delivery frequency, skip an upcoming shipment, or pause your subscription, log in to your account at pinpointdevices.com and manage your subscription settings.

See our full Cancellation Policy for details on how to cancel or modify your subscription after your minimum commitment is met.

14. Changes to This Policy

PinPoint Devices reserves the right to modify this Shipping Policy at any time. Changes take effect as of the “Last updated” date shown at the top of this page. We encourage you to review this policy periodically.

Material changes affecting active orders or subscriptions will be communicated by email in advance.

15. Contact

For any questions, concerns, or issues related to shipping, please contact our customer service team: