Shipping policy

Last updated: 11 May 2026

This Shipping Policy explains how PROTOKOL 9 dispatches and delivers orders worldwide. It applies to all purchases made through protokol9.com.

1. Where we ship

PROTOKOL 9 ships worldwide. Orders are dispatched from our fulfilment partners and delivered to your specified address regardless of your country of residence.

In limited circumstances, we may be unable to ship to certain destinations due to local customs restrictions on cosmetic products or carrier limitations. If your country falls into this category, you will be notified before payment is processed and your order will not be charged.

2. Shipping cost

Shipping is free on every order, with no minimum order value required. This applies to all destinations worldwide.

The price you see at checkout is the total price you pay to PROTOKOL 9. It includes the cost of shipping the product to your delivery address. It does not include any customs duties, import taxes, or local handling fees that may be applied by the customs authority in your country.

3. Delivery times

The following delivery time estimates apply from the point of dispatch. Most orders are dispatched within one (1) business day of being placed.

Region	Estimated delivery time
United Kingdom	4–7 business days
European Union	4–7 business days
North America (USA, Canada)	5–9 business days
Rest of world	7–14 business days

These are estimates, not guarantees. Actual delivery times depend on the carrier, local customs processing, and any unforeseen logistics conditions. The vast majority of orders arrive within the estimated window.

4. Order tracking

Once your order has been dispatched, you will receive a confirmation email containing a tracking number and a link to track your shipment.

If you do not receive a tracking email within two (2) business days of placing your order, check your spam folder. If you still have not received it, contact us through the Contact page and we will resend it.

5. Order processing

Orders placed on business days are typically processed and dispatched within one (1) business day. Orders placed on weekends or public holidays are processed on the next business day.

We do not process orders on:

Saturdays and Sundays
French public holidays
Major end-of-year holidays (24 December to 2 January)

Members of The Protokol receive priority dispatch where logistical capacity allows.

6. Customs duties and import taxes

For shipments to destinations outside the European Union and the United Kingdom, customs duties and import taxes may apply on arrival. These are determined by the customs authority in your country and are calculated based on local regulations, product value, and applicable tariffs.

Customs duties and import taxes are the responsibility of the recipient. They are not included in the order price or shipping cost. PROTOKOL 9 does not collect these fees on behalf of customs authorities.

If you are unsure whether customs duties or taxes will apply to your order, contact your local customs office before placing your order. We can provide product value declarations and harmonised system (HS) codes on request.

If a shipment is refused at customs because the recipient declines to pay applicable duties, the order may be returned to us. Refund processing in such cases is subject to the terms of our Refund and Return Policy.

7. Delivery address

You are responsible for providing accurate and complete delivery information at checkout. PROTOKOL 9 is not responsible for delays, lost packages, or failed deliveries that result from incorrect or incomplete address information.

If you notice an error in your delivery address after placing your order, contact us through the Contact page immediately. If your order has not yet been dispatched, we will update the address before sending. If it has already been dispatched, we may not be able to make changes.

We ship to physical addresses only. We do not ship to PO boxes or military APO/FPO addresses.

8. Failed deliveries and returned shipments

If a delivery attempt is unsuccessful, the carrier will typically leave a notification card with instructions for collecting the package or arranging redelivery. It is your responsibility to follow these instructions within the carrier's stated timeframe.

If a package is returned to us because the recipient could not be reached, the address was incorrect, or the package was refused at customs, we will contact you to arrange one of the following:

Re-dispatch to a corrected address (re-shipping costs may apply for international orders)
A refund of the product price, minus any return shipping or customs handling costs we have incurred

9. Lost or significantly delayed packages

If your order has not arrived within the upper end of the estimated delivery window for your region, contact us through the Contact page. We will open an investigation with the carrier.

If a package is confirmed lost in transit, we will dispatch a replacement at no cost to you, or issue a full refund at your choice. Lost-in-transit claims do not count toward your 90-day satisfaction guarantee.

10. Damaged shipments

If your order arrives with visible damage to the outer packaging or to the product itself, photograph the damage and contact us through the Contact page within 48 hours of delivery. See our Refund and Return Policy for the full process.

11. Packaging

All PROTOKOL 9 protokols ship in protective packaging designed to protect the contents during transit. Lyophilised peptide formulations are particularly stable and survive normal temperature fluctuations during shipping without loss of activity. Pre-mixed serums are formulated to remain stable across the temperature ranges experienced during typical international shipping.

We do not require any special handling on arrival. Once delivered, store your protokol according to the instructions included with the kit.

12. Changes to this policy

We may update this Shipping Policy from time to time to reflect changes in our logistics operations, carrier partnerships, or applicable regulations. The date of the most recent update is shown at the top of this page.

This policy was last updated on 11 May 2026.