Last updated: October 25, 2026
This policy applies to orders placed through the NovaSciences RX provider portal and forms part of our Terms of Service.
1. Where We Ship
We ship within the United States only, to the practice or business address on file or, for patient-direct orders, to the patient address supplied with a valid prescription. Prescription products can ship only to states where the prescriber is licensed and the dispensing pharmacy is permitted to ship. We cannot ship to P.O. boxes for temperature-sensitive products. [CONFIRM ANY STATE RESTRICTIONS]
2. Processing Times
Orders are typically processed within [PROCESSING TIME] business days after acceptance, verification and, for prescription products, pharmacy approval. Orders placed after [ORDER CUTOFF TIME] or on weekends or holidays are processed the next business day.
3. Shipping Methods and Rates
- Standard overnight: [SHIPPING RATE]
- Cold-chain overnight (temperature-sensitive products, insulated packaging with cold packs): [COLD-CHAIN SHIPPING RATE]
- Minimum order: [MINIMUM ORDER AMOUNT]
The applicable shipping charge is shown at checkout and on your invoice. Delivery estimates are not guaranteed, and we are not responsible for carrier delays, weather or other events beyond our control.
4. Receiving Your Order
Someone should be available to receive temperature-sensitive shipments, and products should be refrigerated or stored as labeled promptly on arrival. Please inspect every shipment on arrival and report any damaged, missing, incorrect or temperature-compromised items within [NUMBER] hours of delivery, with your order number and photographs of the package, contents and any temperature indicators.
5. Returns
Because our products are prescription, compounded, temperature-sensitive or otherwise regulated, all sales are final and products cannot be returned for credit once they have left our or our pharmacy partners’ control, except as described below or required by law. Returned products cannot be restocked or resold.
6. Damaged, Defective or Incorrect Orders
If an order arrives damaged, defective, temperature-compromised or incorrect and you report it within the window in Section 4, we will review the claim and, at our option, replace the affected items or issue a credit or refund. We may ask you to return or destroy affected product according to our instructions. Do not return any product without written authorization.
7. Cancellations
Orders may be cancelled at no charge before they are submitted to the pharmacy or shipped. Once an order has been compounded, dispensed or shipped, it cannot be cancelled.
8. Refunds and Credits
Approved refunds are issued to the original payment method or applied as a credit to your account within [REFUND PROCESSING TIME] business days of approval. For orders on invoice terms, approved adjustments are made as a credit memo against the invoice.
9. Recalls
If a product is subject to a recall or withdrawal, we or the dispensing pharmacy will contact you with instructions. You agree to cooperate, including by quarantining affected product and notifying affected patients where required.
10. Contact
For shipping or order issues, contact [CONTACT EMAIL] or use our contact form, and include your order number.