Refund policy

Shipping

Ketro currently ships within the United States only. We do not ship internationally at this time.

Free standard shipping on all orders over $75. Orders under $75 ship at a flat rate of $6.95. Expedited shipping rates are calculated at checkout. We ship via USPS and UPS. Standard delivery is 3–7 business days after dispatch; expedited is 2–3 business days where eligible.

Processing Times

Processing time is separate from shipping transit time.

  • CALM Magnesium Cream (OTC): processed and handed off to fulfillment within 2–5 business days.
  • RX Pain Gel (Prescription): compounded to order after physician review. Processing takes 5–10 business days, including questionnaire review, prescription approval, compounding at Precision Compounding Pharmacy, and quality review.

You will receive an order confirmation email immediately after purchase, and a separate shipping confirmation with tracking number once your order ships.

CALM Magnesium Cream — 60-Day Money-Back Guarantee

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 — Compounded Prescription, Non-Returnable

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.

Open your package right away. Per pharmacy regulations, you have 7 days from delivery to report any damage, defect, or incorrect item. 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.

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.

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 will send a replacement or issue a full refund — your choice.

Lost packages: If tracking shows delivered but you have not received the order, check around your delivery location first. If still missing, contact us within 7 days — we will open a carrier investigation.

Incorrect items: Contact us immediately with your order number. We will send the correct item at no cost to you.

Exclusions

  • CALM refund requests after 60 days from delivery
  • CALM subscription refills (first order only is covered by the money-back guarantee)
  • 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 will do our best to update the address before it ships.

Contact

KETRO
1301 N Broadway, STE 32367, Los Angeles, CA 90012
Customer service: customerservice@ketroskin.com ·
(917) 410-0982 · Monday–Friday, 9am–6pm PT