Shipping Terms & Conditions

1. Order Dispatch & Processing

All orders are shipped from our warehouse in Prague, Czech Republic.

Many orders are dispatched the same or next business day. In some cases, dispatch may be delayed by 1–4 business days if your item needs to be sourced from an external warehouse.

Partner Warehouse Orders

Some products are sourced from a partner warehouse and require 3–6 business days of preparation before dispatch. This will be indicated in the product description.

Once placed, these orders cannot be cancelled. If you no longer require the item upon receipt, it may be returned in accordance with our Refund Policy.

2. Estimated Transit Times

The transit times below are estimates only and begin once your order has been dispatched. Delivery times may vary depending on destination, customs procedures, carrier operations, and other factors beyond our control.

• Most destinations: 3–4 business days
• Distant regions (e.g. Saudi Arabia, India, Pakistan, South Africa): 7–14 business days via Express
• United States: 1–2 weeks on average due to extended customs clearance procedures
• Russian Federation: We continue shipping to Russia via EMS. Expected delivery time is 2–6 weeks, depending on your location. Packages are delivered by Russian Post. Once the shipment has left the Czech Republic, tracking updates may only be available via the Russian Post website (pochta.ru). Access to this website may be restricted outside Russia; in such cases, please ask the recipient in Russia to check tracking locally.

Busy Season (September–December)

Global shipping volumes during this period frequently result in unavoidable delays of 1–2 additional weeks. We recommend placing orders early or selecting Express shipping whenever possible.

Middle East Notice

We continue to monitor the evolving situation in the Middle East. Collection and delivery services are provided where safe and in accordance with local guidance. Customers in the region should expect extended transit times.

Force Majeure & Transportation Delays

All delivery times are estimates and are not guaranteed.

Transit times may be extended due to circumstances beyond our control, including but not limited to customs delays, adverse weather, natural disasters, wars, military actions, civil unrest, terrorism, strikes, transportation disruptions, pandemics, government actions, or other force majeure events affecting any country, carrier, or customs authority involved in the shipment.

Once a shipment has been handed over to the carrier, we have no control over its movement and cannot influence delivery speed or customs clearance processes.

Delays caused by the above circumstances do not constitute grounds for cancellation, refusal of delivery, refund, or payment dispute, provided the order has been dispatched in accordance with these Terms & Conditions.

3. Shipping Restrictions & Special Addresses

• P.O. Boxes (United States): Not accepted. A physical street address is required.
• Military & Diplomatic Addresses (APO/FPO/DPO): Delivery may not be possible. Please contact us before ordering.
• Free Shipping Orders: We reserve the right to select the shipping method. Tracking is always provided.

4. Customs, Duties & Import Taxes

Customer responsibility: Please note that when ordering from abroad, you are acting as the importer . It is your sole responsibility to ensure, before placing your order, that the selected products and their quantities comply with the applicable import regulations of your country.

Disclaimer in case of confiscation: We assume no liability or warranty if the shipment is retained, confiscated or destroyed by the competent customs authorities due to violations of national import regulations, lack of permits or exceeding legally stipulated maximum quantities (e.g. existing own-use regulations).

All customs duties, import taxes, and brokerage fees are the responsibility of the buyer and are not included in product prices.

Shipments may be inspected by customs authorities, which may result in additional charges.

If customs fees are required, the carrier will notify you directly. Failure to pay may result in the package being disposed of by the carrier. In such cases, no refund can be issued.

It is the buyer’s responsibility to ensure that products can be legally imported into their country.

Customs information (USA): www.cbp.gov

5. Tracking & Carrier Support

A tracking number is provided for every order. Once shipped, tracking updates are managed directly by the carrier.

• FedEx USA: 1-800-463-3339 | fedex.com
• UPS USA: 1-800-742-5877 | ups.com

For local delivery issues after arrival, please contact your local postal operator.

6. Shipping Address Requirements

The buyer is responsible for providing a complete and accurate shipping address, including:

• Full name
• Street name and house number
• Apartment/unit number (if applicable)
• City, postcode, and country
• Valid local phone number

Incorrect or incomplete addresses may result in delivery failure. We are not responsible for misrouted or undelivered packages caused by incorrect address details.

7. Product Information & Packaging

Product images are for illustrative purposes only.

Manufacturers may change product composition, packaging, or appearance without notice. If the product name and intended purpose remain unchanged, it is considered the same product.

If specific ingredients or product characteristics are important to you, please contact us before ordering.

In the event that the exact package size ordered is unavailable, we reserve the right to fulfill your order using an equivalent quantity in a different package size or combination of package sizes, provided that the total net quantity of the product is equal to or greater than the quantity originally ordered.

For example, if you order two (2) 50 ml tubes of cream and only one (1) 100 ml tube is available, we may ship one (1) 100 ml tube instead. Such substitution shall be deemed full and proper fulfillment of the order, provided the total product quantity is not reduced.

No claims will be accepted for incorrectly ordered products.

8. Temperature-Sensitive Products

Certain products require refrigerated storage but are shipped under standard conditions.

This shipping method is approved by the manufacturer, who confirms product stability during standard transit.

We do not accept claims related to the absence of temperature-controlled shipping.

Special temperature-controlled shipping can be arranged on request at additional cost.

9. Customs Inspection

Packages may be opened and inspected by customs authorities in any country. This is a standard legal procedure over which we have no control.

10. General Conditions

By placing an order, you confirm that you have read and agreed to these Terms & Conditions.

If a dispute, chargeback, or payment reversal is initiated after dispatch, we reserve the right to provide all relevant documentation (tracking, delivery proof, communication records) to payment processors, financial institutions, courts, or authorities.

We reserve all rights and remedies available under applicable law.

Customers who do not agree with these terms should not proceed with their order.

My Dr. XM
Prague, Czech Republic
Last updated: March 2026