Shipping policy

Shipping Policy

Last Updated: January 24, 2026

isiGude ships products from multiple fulfillment centers to ensure fast, reliable delivery. This Shipping Policy explains our shipping methods, delivery times, and what to expect when you place an order.

1. Shipping Locations

We currently ship to:

  • All 50 United States (including Alaska and Hawaii)
  • U.S. Territories (Puerto Rico, Guam, U.S. Virgin Islands)
  • APO/FPO military addresses
  • Select international locations

Shipping availability and costs vary by product type and destination. Available shipping options will be displayed at checkout.

2. Processing Time

Processing time is the time between when you place your order and when it ships. Processing times vary by product type:

Nutritional Supplements (Native Ceuticals)

  • 1-3 business days (standard processing)
  • Orders placed after 2:00 PM EST processed next business day
  • Weekend/holiday orders processed next business day

Korean Skincare Products (HyperCape)

  • 2-5 business days (standard processing)
  • Some items may require longer for quality control
  • Ships from South Korea or U.S. warehouse (depending on inventory)

Custom Printed Items (Printful)

  • 2-7 business days (printing and production)
  • Processing time depends on product type and print queue
  • Complex designs may require additional time

Wellness Tools (Mount Lai)

  • 1-3 business days (standard processing)
  • Orders placed after 2:00 PM EST processed next business day
  • Weekend/holiday orders processed next business day

Note: Orders containing products from multiple suppliers may ship in separate packages with different delivery dates.

3. Shipping Methods & Delivery Times

Delivery times are estimates only and begin AFTER your order ships. Actual delivery may vary based on carrier performance, weather, holidays, and other factors beyond our control.

Domestic Shipping (United States)

Standard Shipping

  • Delivery: 5-10 business days after shipment
  • Cost: Calculated at checkout (based on weight and destination)
  • Tracking: Included

Expedited Shipping

  • Delivery: 3-5 business days after shipment
  • Cost: Calculated at checkout
  • Tracking: Included

Express Shipping

  • Delivery: 2-3 business days after shipment
  • Cost: Calculated at checkout
  • Tracking: Included
  • Not available for all products

International Shipping

  • Delivery: 7-21 business days after shipment (varies by country)
  • Cost: Calculated at checkout
  • Tracking: Included (when available)
  • Customs clearance may cause delays

Important: Customer is responsible for all customs duties, taxes, import fees, and brokerage charges. These fees are NOT included in your order total.

APO/FPO Military Addresses

  • Delivery: 10-21 business days (typically)
  • Shipped via USPS only
  • Customs forms may be required
  • Some products may have shipping restrictions

4. Shipping Carriers

We use the following carriers (selected automatically based on your location and product):

  • USPS (United States Postal Service)
  • FedEx
  • UPS
  • DHL (international shipments)
  • Korea Post (for some Korean skincare products)

The carrier is selected based on your shipping method and destination. You cannot choose a specific carrier.

5. Shipping Costs

Shipping costs are calculated at checkout based on:

  • Your delivery address
  • Total weight of your order
  • Shipping method selected
  • Product type and fulfillment location
  • Current carrier rates

Free Shipping Promotions

We occasionally offer free shipping promotions:

  • Minimum order requirements may apply
  • Only applies to standard domestic shipping (U.S. addresses)
  • Cannot be combined with other discounts (unless stated)
  • Promotion details provided at checkout

6. Order Tracking

Once your order ships, you will receive:

  1. Shipment confirmation email with tracking information
  2. Tracking number
  3. Link to track your package

You can also view tracking information by:

  • Logging into your account on our website
  • Checking your order confirmation email

Important: Tracking information may take 24-48 hours to become active after you receive your tracking number.

Multiple Packages

Orders with products from different suppliers may arrive in separate packages. You will receive:

  • Multiple tracking numbers (one per package)
  • Separate shipment confirmation emails
  • Packages may arrive on different days

7. Delivery

Delivery Method

Most orders are delivered:

  • To your door or mailbox
  • Signature may be required for high-value items
  • May be left at door at carrier's discretion

Some carriers may use alternative delivery methods:

  • Local post office pickup
  • Parcel locker delivery
  • Designated pickup points

We do not control final delivery method - this is determined by the shipping carrier and your location.

Failed Delivery Attempts

If delivery fails:

  1. Carrier will leave a notice with pickup instructions
  2. Package may be held at local carrier facility
  3. You must pick up package within carrier's holding period
  4. After final delivery attempt, package is returned to us

Unclaimed Packages

If your package is returned to us due to failed delivery:

  • We will hold it for 30 days
  • You can request reshipment (shipping costs apply)
  • After 30 days, unclaimed packages may be donated without refund

8. Incorrect or Incomplete Addresses

You are responsible for providing accurate shipping information.

We are NOT responsible for:

  • Packages delivered to addresses you provided (even if incorrect)
  • Delays caused by incomplete or incorrect addresses
  • Additional fees for address corrections by carrier

If You Notice an Address Error:

  1. Contact us immediately at info@isigude.com
  2. Include your order number
  3. We will attempt to update the address if the order has not shipped yet
  4. After shipment, we cannot change the delivery address
  5. If package returns, you pay reshipment costs to correct address

9. Lost, Stolen, or Missing Packages

Carrier Tracking Shows "Delivered" But You Haven't Received Package

If tracking shows "delivered":

  1. Wait 48 hours (sometimes carriers mark delivered early)
  2. Check with neighbors, household members, and delivery locations
  3. Verify the delivery address in your order confirmation
  4. Contact the carrier to verify delivery location
  5. File a claim with the carrier if package cannot be located

We are NOT responsible for packages marked as "delivered" by the carrier. Once carrier confirms delivery, we cannot provide refunds or replacements.

Lost in Transit

If tracking shows no movement for 30+ days past estimated delivery:

  1. Contact us at shipping@isigude.com
  2. Provide order number and tracking number
  3. We will investigate with the carrier
  4. Resolution determined case-by-case

10. Damaged Packages

If your package arrives damaged:

  1. Do not discard the box or damaged items
  2. Take photos of:
    • Damaged box (all sides)
    • Damaged products
    • Shipping label
  3. Contact us within 48 hours at info@isigude.com
  4. Include photos and description of damage
  5. We will work with you to resolve the issue

11. P.O. Boxes

  • Some products cannot be shipped to P.O. Boxes due to carrier restrictions
  • You will be notified at checkout if your items cannot ship to a P.O. Box
  • We recommend providing a physical street address

12. Holidays and Peak Seasons

During holidays and peak shopping seasons:

  • Processing times may be longer than usual
  • Carrier delivery times may be extended
  • Order early for time-sensitive gifts
  • Specific holiday deadlines posted on our website

Major Holidays (U.S.)

We do not process or ship orders on:

  • New Year's Day
  • Memorial Day
  • Independence Day (July 4th)
  • Labor Day
  • Thanksgiving Day
  • Christmas Day

Orders placed on holidays are processed the next business day.

13. International Shipping Details

Customs and Duties

Customer is responsible for:

  • All customs duties and import taxes
  • Any brokerage fees
  • Compliance with local import laws

We are NOT responsible for:

  • Customs delays
  • Seized or rejected shipments due to local laws
  • Additional fees charged by customs

Customs Forms

For international shipments:

  • We provide accurate customs declarations
  • Product values declared at purchase price
  • Cannot mark items as "gift" or undervalue for customs

Restricted Items

Some products cannot ship to certain countries. You will be notified at checkout if restrictions apply.

14. Order Modifications and Cancellations

Modify Your Order

Once an order is placed, we cannot guarantee modifications.

To request changes:

  • Contact us immediately at shipping@isigude.com
  • Include order number and requested changes
  • We will do our best if order has not entered production

Cancel Your Order

Orders can only be canceled before production begins.

  • Once order is being processed or shipped, it cannot be canceled
  • Contact us at shipping@isigude.com as soon as possible
  • Include your order number
  • If cancellation successful, full refund issued

15. Insurance and Package Protection

Customer Responsibility

For standard shipments:

  • We do not provide additional insurance
  • Carriers provide standard coverage (limits apply)
  • Customer may purchase additional insurance at their own expense

High-Value Items

For orders over $200:

  • We may require signature confirmation
  • Additional insurance may be included
  • You will be notified if signature required

16. Shipping Confirmation

You will receive email confirmation when:

  1. Order placed - Order confirmation with order number
  2. Order shipped - Shipment confirmation with tracking number
  3. Delivery - Some carriers send delivery confirmation

Add shipping@isigude.com to your contacts to ensure you receive all shipping notifications.

17. Weather and Natural Disasters

We are not responsible for shipping delays caused by:

  • Severe weather (hurricanes, blizzards, floods, etc.)
  • Natural disasters
  • Carrier disruptions
  • Government restrictions
  • Other events beyond our control

During such events, shipping times may be significantly extended.

18. Contact Us

For shipping inquiries, contact us:

isiGude
625 East Twiggs Street
Tampa, FL 33602
United States

Email: shipping@isigude.com
Phone: +1 (813) 667-6911

Customer Service Hours: Monday - Friday, 9:00 AM - 5:00 PM EST

Please include your order number when contacting us about shipping.

Total Delivery Time = Processing Time + Shipping Time

Example: If processing takes 3 days and shipping takes 5 days, total delivery is approximately 8 days from order placement.