Shipping Returns & Refund Policy
Where We Ship
Ketro currently ships within the United States only. We do not ship internationally at this time.
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Processing Times
Processing time is separate from shipping transit time. Your order must be processed and prepared before it ships.
**CALM Magnesium Cream (OTC):**
Orders are processed and handed off to our fulfillment center within 2–5 business days.
**RX Pain Gel (Prescription):**
RX Pain Gel is compounded to order after a licensed physician reviews and approves your prescription questionnaire. Processing time is 5–10 business days and includes:
1. Submission and review of your questionnaire by a licensed physician
2. Prescription approval
3. Compounding at our pharmacy partner (Precision Compounding Pharmacy)
4. 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.
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Shipping Methods and Estimated Delivery
We ship via USPS and UPS. At checkout, you'll see the available shipping options and estimated delivery windows for your address.
**Standard shipping:** 3–7 business days after dispatch
**Expedited shipping:** 2–3 business days after dispatch (available at checkout 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.
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Shipping Rates
- **Free standard shipping** on all orders over $75
- Orders under $75: flat rate of $6.95 for standard shipping
- Expedited shipping rates are calculated at checkout
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Order Confirmation and Tracking
You'll receive an order confirmation email immediately after purchase. Once your order ships, you'll receive a separate shipping confirmation with a tracking number. Use that number on the carrier's website to track your delivery in real time.
If you don't receive a shipping confirmation within the processing window noted above, email customerservice@ketroskin.com.
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Returns & Refunds — CALM Magnesium Cream (OTC)
**Return window:** 30 days from the date of delivery.
We accept returns on CALM Magnesium Cream that is unused, in its original packaging, and in resalable condition. If you've tried the product and it's not working for you, contact us — we handle these situations on a case-by-case basis.
**To initiate a return:**
- Email customerservice@ketroskin.com with your order number and reason for return
- We'll respond within 1–2 business days with return instructions
- Ship the item back using a trackable method (return shipping is at your expense unless the item arrived damaged or defective)
**Refund processing:**
- Once your return is received and inspected, we'll notify you by email
- Approved refunds are processed to your original payment method within 5–7 business days
- Your bank or card issuer may take additional time to post the credit
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Returns & Refunds — RX Pain Gel (Prescription)
**RX Pain Gel cannot be returned or refunded once it has been compounded.**
Compounded prescription medications are formulated specifically for you, to your doctor's specifications, and cannot be resold, reused, or restocked. This is standard practice for all compounded prescriptions and is required under pharmacy regulations.
**Before your order is compounded** (i.e., if you change your mind prior to doctor approval and compounding), contact us immediately at pcustomerservice@ketroskin.com. We may be able to cancel the order before it enters the compounding stage.
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Damaged, Lost, or Incorrect Orders
If your order arrives damaged, defective, or incorrect, email proaccess@ketroskin.com within 7 days of delivery. Include:
- Your order number
- A brief description of the issue
- A photo of the product and packaging
We'll send a replacement or issue a full refund — your choice.
**Lost packages:** If your tracking shows delivered but you haven't received your order, first check around your delivery location and with neighbors. If it's still missing, contact us at proaccess@ketroskin.com within 7 days of the marked delivery date. We'll open an investigation with the carrier and work to resolve it.
**Incorrect items:** If you received the wrong product, contact us immediately at proaccess@ketroskin.com with your order number. We'll arrange for the correct item to be sent at no cost to you.
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What We Don't Accept
- Returns initiated after 30 days from delivery (CALM)
- Items that have been opened, partially used, or removed from original packaging (outside of defect claims)
- Returns on RX Pain Gel that has already been compounded
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Address Accuracy
Please ensure your shipping address is correct at checkout. We are not responsible for orders shipped to addresses entered incorrectly by the customer. If you catch an error immediately after placing your order, email proaccess@ketroskin.com right away — we'll do our best to update the address before it ships, but we cannot guarantee changes once an order is in processing.
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Questions?
Email customerservice@ketroskin.com. We respond within 1–2 business days, Monday through Friday.