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Orders & Shipping

Why isn't my Adegen discount code working?

Any discount codes that are created through our referral program are one-time use codes only. If you were sent a referral code from a friend or family member that begins with "FRIEND," please know that this will only work during checkout for first-ti

Which payment options do you accept?

Adegen accepts American Express, Diners, Discover, Maestro, MasterCard, Visa, PayPal as well as various other local debit cards and invoicing options.   All available payment options for each country are displayed at the checkout, once you have enter

How do I place an order?

To place your order, select the item(s) that you wish to purchase and add it to your shopping cart. Then, proceed to the checkout page where you must fill in your personal information and pay for the order. Make sure to double check that you have fil

I received the wrong product(s). What do I do?

If you receive your package and it is not what you ordered, please contact us immediately and provide us with the following: Order Number (this can be found in the confirmation email we sent you when ordering) Picture of the item(s) you received tog

Can I change my delivery address?

If you wish to change your delivery address, please contact us and we will do our best to assist you in this matter. In case we cannot change the address anymore, usually because the package has already been shipped, we will need to contact our couri

My Adegen Order Status is 'Unfulfilled' - What Does It Mean?

Confused about the 'Unfulfilled' status on your Adegen order? Discover what it indicates and what steps to take next. Our FAQs guide you through every query.

I need to change something on my order. How can I do that?

If you need to change or cancel your order, please contact us immediately. Once our warehouse has processed your order, we will be unable to make any changes.

How do I track my order?

Within 1-2 business days of placing your order, you will receive a tracking number via email from our courier partner UPS containing your package’s tracking information. If you place your order during the weekend or a public holiday, your order will

When will my order ship?

After your payment is verified, it takes up to 24 hours to process and ship your order. This does not include weekends or holidays. Purchases made after 11 am PST will not be shipped out until the next business day. If you order after 11 am PST on a

Why am I seeing multiple charges on my bank statement?

Depending on your bank, you may see multiple pending charges on your bank statement when a credit card payment was attempted more than once (for example, if your card was declined and then you used another method of payment to complete your purchase)

Are delivery charges refundable?

Any original shipping charges incurred at the time of purchase are non-refundable.

Will I have to pay international taxes & duties?

As orders are shipped from the United States, you may be required to pay customs fees. Customs fees will be charged upon the package reaching the destination country. The general amount for the duties and taxes fee is about 20% of the dollar amount

My USPS order that says "delivered," but I can't locate it. What do I do next?

When the tracking for your package is updated as "delivered" by the postal carrier, it triggers an automatic email from us to let you know about this new status. Sometimes, a package will be marked as delivered by the shipping carrier prematurely. Un

Where is my shipment?

You’ll receive an email confirmation with tracking information as soon as your product ships. If you think the email could be lost in your inbox, you can search the subject line, “Adegen: Order #YourOrderID has shipped."   The product usually ships w

Do you offer refunds?

Adegen provides sterile medical devices and pharmaceutical compounded solutions. Therefore, and in consideration of our customers safety and to maintain the absolute highest integrity and quality of products, we do not offer refunds or exchanges. All

Does Adegen ship internationally?

Yes. We are currently shipping internationally. If your country is available at checkout, we can ship to you. As of this time, the only place we don't ship to is Mexico.

Who can I contact about an order I placed?

You can reach out to our US-based customer support team at [email protected].