Shipping, Returns & Refund Policy
Everything you need to know about getting your order, and what happens if something isn't right.
Where We Ship
Ketro currently ships within the United States only. We do not ship internationally at this time.
Processing Times
Processing time is separate from shipping transit time. Your order must be processed and prepared before it ships.
CALM Magnesium Cream
Orders are processed and handed off to our fulfillment center within 2–5 business days.
RX Pain Gel
Compounded to order after physician review. Processing takes 5–10 business days and includes:
- Physician review of your questionnaire
- Prescription approval
- Compounding at Precision Compounding Pharmacy
- Quality review and dispatch
Processing begins once you complete your questionnaire. Incomplete questionnaires or cases requiring additional medical review may take longer. You'll receive email updates at each stage.
Shipping Methods
We ship via USPS and UPS. At checkout, you'll see available options and estimated delivery windows for your address.
Standard shipping: 3–7 business days after dispatch
Expedited shipping: 2–3 business days after dispatch (where eligible)
Estimated delivery dates are provided by the carrier and are not guaranteed. Actual delivery may vary due to carrier delays, weather, or other factors outside our control.
Shipping Rates
Free standard shipping on all orders over $75
Orders under $75: flat rate of $6.95 for standard shipping
Expedited shipping: rates calculated at checkout
Order Confirmation & Tracking
You'll receive an order confirmation email immediately after purchase. Once your order ships, you'll get a separate shipping confirmation with a tracking number.
If you don't receive a shipping confirmation within the processing window, email customerservice@ketroskin.com.
Return Policies by Product
Our return policies differ between OTC and prescription products due to pharmacy regulations.
CALM Magnesium Cream
60-day money-back guarantee. If CALM isn't working for you, email customerservice@ketroskin.com within 60 days of delivery on your first order and we'll refund you.
- No need to return the product — keep it or pass it along
- Refunds are processed to your original payment method within 5–7 business days
- Subscription refills are non-refundable, but you can pause or cancel anytime
RX Pain Gel
Cancel before we compound. Because RX Pain Gel is compounded specifically for you at Precision Compounding Pharmacy, we can't accept returns once it's been made. If you need to cancel, email customerservice@ketroskin.com immediately — we may be able to stop the order before compounding begins.
Not the right fit? If your provider determines RX isn't right for you during the questionnaire, you pay nothing — you're only charged once the prescription is approved.
Open your package right away. Per pharmacy regulations, you have 7 days from delivery to report any damage, defect, or incorrect item with your RX Pain Gel order. Email customerservice@ketroskin.com with your order number and a photo within 7 days and we'll send a replacement or full refund — your choice. After 7 days, Precision can no longer process damage claims.
Refund processing: Approved refunds are issued to your original payment method within 5–7 business days. Your bank or card issuer may take additional time to post the credit.
Damaged, Lost, or Incorrect Orders
If your order arrives damaged, defective, or incorrect, email customerservice@ketroskin.com within 7 days of delivery. Include your order number, a brief description, and a photo of the product and packaging.
We'll send a replacement or issue a full refund — your choice.
Lost packages: If tracking shows delivered but you haven't received it, check around your delivery location. If still missing, contact us within 7 days — we'll open a carrier investigation.
Incorrect items: Contact us immediately with your order number. We'll send the correct item at no cost.
What We Don't Accept
CALM refund requests after 60 days from delivery
CALM subscription refills (the money-back guarantee covers your first order only)
RX Pain Gel that has already been compounded
RX damage or defect claims reported more than 7 days after delivery
Address Accuracy
Please ensure your shipping address is correct at checkout. We are not responsible for orders shipped to addresses entered incorrectly. If you catch an error immediately after placing your order, email customerservice@ketroskin.com right away — we'll do our best to update the address before it ships.