Where we ship, what delivery costs, how long it takes, and exactly what we do when a delivery does not arrive. A missing parcel is something we investigate, not something we hand back to you.
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Effective date
1Where we ship
We ship to addresses in the United States. Enter your delivery address at checkout and we will tell you what delivery costs before you pay.
We do not ship outside the United States. If an order is placed for a delivery address outside the country, we contact you and refund you in full rather than ship it. We would rather tell you plainly than take your money for something we cannot deliver.
An item that a clinician ordered for you ships only where the clinician who ordered it is authorized to order it for you. That is a limit on care, not on delivery, and if it affects your order we tell you what is happening and why.
2What delivery costs
Standard delivery is free on orders over $50.
The $50 is measured on the merchandise in your order after any discount or promotion has been applied and before tax. Items we do not physically ship do not count toward it: appointments and clinical services, course and program access, and anything else delivered to you electronically rather than in a box.
Below $50, standard delivery is a flat $7.95 for the whole order, however many items are in it. A faster service costs more, and the price is shown to you at checkout before you pay.
The delivery price you are shown at checkout is the price you pay.
3How long it takes before your order ships
We process most orders within 1 to 3 business days. Processing is the work we do before the parcel leaves: confirming the order, picking the items, packing them, and buying the delivery label.
A business day
Monday through Friday, not counting weekends and not counting a holiday we observe. An order placed on a Saturday, a Sunday, or a holiday begins processing on the next business day, and so does an order placed late in the evening.
Two things can add time, and in both cases we tell you rather than let the order go quiet. An item that has to come from a supplier before we can send it takes longer, and section 9 covers that. An item that a clinician has to order for you does not ship until that order is valid and current.
4Carriers and how long delivery takes
We ship with national parcel carriers and with the United States Postal Service. Which one carries your parcel depends on its size and weight, where it is going, and which service you chose at checkout. Unless you paid for a specific service, we choose the carrier.
Transit time is the time the carrier takes once the parcel is with them, and it is separate from our processing time. The total wait is processing time plus transit time. The carrier's own delivery estimate is shown with your tracking, and it is more accurate than any general figure we could print here, because it knows where your parcel actually is.
Weather, a carrier backlog, and the days around a public holiday all slow delivery down. We cannot make a carrier move faster, but we can tell you what we know, and if a parcel has stopped moving we treat that as section 10 rather than as bad luck.
5Tracking your order
When your order ships we email you a tracking number. It is also in your account, next to the order it belongs to.
A brand new tracking number can look inactive for up to a business day. That is normal: the number is created when we buy the label, and it does not start showing progress until the carrier physically scans the parcel into their network. An unscanned number does not mean the parcel is lost.
If tracking has not moved for several business days, that is the point to write to us. Do not wait for it to start moving on its own. Section 10 is what happens next.
6Where we can deliver
Enter your address the way the carrier will need to read it, including the apartment, unit or suite number. A missing unit number is the single most common reason a parcel is delayed or comes back to us.
6.1 PO Boxes
Most of what we sell can go to a PO Box. Some things cannot, and one category never can: an item a clinician ordered for you needs a street address.
There are three reasons for that, and none of them is a preference on our part:
It has to reach a person. The parcel is meant for a named person. A street address lets the carrier hand it to someone, and lets us ask for a signature where the item calls for one.
We have to be able to trace it. Some of these items are regulated, and we have to be able to show where a specific unit went if we are ever asked, including during a safety recall.
The carrier may refuse it. The carriers that handle these shipments do not all deliver to PO Boxes, so a PO Box address can stop the shipment before it starts.
If you give us a PO Box for an item that needs a street address, we will not silently cancel your order. We contact you and ask for an address we can ship to.
7When an address is wrong
Tell us as soon as you notice. If the parcel has not shipped yet, we can almost always change the address for you at no cost.
After it has shipped, we ask the carrier to redirect it. Carriers sometimes charge for a redirect. If there is a charge, we tell you what it is first and you decide. We do not pass on a cost you did not agree to.
If the parcel cannot be delivered and comes back to us, we contact you, confirm the right address, and send it out again. We do not charge you a second delivery fee for the first reshipment, and we do not charge a restocking fee on a parcel that simply went to the wrong door.
If we cannot reach you about a returned parcel within a reasonable time, we refund the order in full. We would rather give your money back than hold it against a box sitting on our shelf.
8Orders that arrive in more than one delivery
Sometimes an order arrives in more than one parcel. Items may be held in different places, one item may be ready before another, or an item may need different packaging from the rest of the order.
Splitting an order never costs you more. You pay one delivery charge for the order, whatever number of parcels it turns into, and a split does not affect whether the order qualified for free delivery.
Each parcel has its own tracking number, and we tell you which items are in which parcel so you know whether something is missing or simply still on its way.
9Backorders
Occasionally we sell something and then find we cannot ship it as quickly as we expected. When that happens we tell you promptly, and we tell you the date we expect to have it.
Then you choose, and all three choices are yours to make:
Wait for it, and we ship it as soon as we have it.
Swap it for something else, and we settle any difference in price either way.
Cancel that item and be refunded for it.
If we cannot give you a date at all, we do not leave the item hanging. We cancel it and refund it without waiting for you to ask. A refund goes back to the way you paid.
One backordered item does not hold up the rest of your order. Everything we can ship, we ship.
10If your delivery does not arrive
A parcel that does not arrive is something we investigate. That includes a parcel the carrier has marked delivered when you did not receive it.
Write to us at support@sleepbalanceacademy.com with your order number and tell us what you are seeing. There is no form to fill in and nothing you need to prove before we start. Do it as soon as you can, because carriers keep delivery evidence for a limited time and an early start gives the investigation more to work with.
This is what we do, in order:
We check the address. We confirm the address printed on the label against the address you gave us at checkout, and we tell you if they differ.
We look at the delivery evidence. We pull the carrier's full record for the parcel: every scan, where and when the carrier says it was delivered, and the delivery photo if the carrier took one. We send you what we find rather than summarizing it at you.
We ask the carrier to trace it. We open a trace with the carrier. We do this ourselves. You do not need to call the carrier, sit in their phone queue, or file anything with them.
We keep you informed while it runs. A trace usually takes a few business days. We tell you where it stands while it is running, rather than going quiet and leaving you to chase us.
We record the outcome. We write down what the investigation found, including when it found nothing. A trace that comes back empty is a result, and it counts in your favor rather than against you.
We replace it or refund you. We put it right. You choose between a replacement and a refund. If the item is no longer available, it is a refund, and we tell you that up front instead of offering you a choice that is not real.
10.1 When the carrier says it was delivered
A parcel marked delivered that you did not receive is a case we investigate, not a case we close. Carriers mark parcels delivered early, deliver to the wrong door, and leave parcels in places the recipient never thinks to look.
We may ask you to check a few things first, because this is genuinely where most of them turn up: other doors at your address, a building office or mail room, anywhere your carrier usually leaves things, and anyone else at the address who may have brought it in. That is us asking for help, not us setting a condition.
If the evidence shows the parcel did arrive and was taken afterwards, we still work with you on a remedy, and we may suggest a signature on delivery or holding a replacement at a carrier pickup location so it does not happen twice. What we do not do is treat a delivery scan as the end of the conversation.
10.2 A parcel that arrived with something wrong
This section is about a parcel that did not arrive. If your parcel arrived but the item inside is damaged, defective, or not what you ordered, that is covered by the Returns and Refunds Policy, and the remedy there does not cost you anything.
11Changes to this document
We update this document when what we do changes, when the law changes, or when we find wording that is unclear. Every version is kept, and each one records the date it took effect.
How you find out depends on how much changed. A correction that does not change your rights is simply published. A change that does affect your rights is announced before it takes effect. A change that materially alters what you agreed to is not applied to you by silence: we ask you to accept it, and continuing to browse the site is not treated as acceptance.
If you want a copy of an earlier version, or want to know what changed and when, write to support@sleepbalanceacademy.com and we will send it to you.
Write to us about anything to do with a delivery, including one that has not arrived. Please include your order number if you have it, and tell us if you do not.
