Shipping Policy

Sleep Balance Academy is dedicated to delivering your medical devices and sleep solutions as safely and efficiently as possible. Please review our shipping procedures below.

1. Processing Times

Processing time is the time it takes for us to prepare, pack, and hand your order over to the carrier. This is separate from the shipping time (time in transit).

• Standard Processing: Most orders are processed within 1-3 business days.
• Delays: During high-volume periods or for special order items, processing may take up to 5 business days.
• Business Days: Our fulfillment center operates Monday through Friday, excluding US holidays.

2. Shipping Rates & Carriers

2.1 Calculated Shipping

Shipping costs are calculated automatically at checkout based on the weight of the product and the destination address. We utilize a variety of carriers (including USPS, UPS, and FedEx) at our discretion to ensure the best service for your specific location.

2.2 Inner Circle Members (Free Shipping)

Active members of the SBA Inner Circle are eligible for Free Standard Shipping on select orders.

IMPORTANT: To receive free shipping, you must be logged into your account and purchase through the designated Inner Circle Member Site. We cannot refund shipping costs if you purchase as a guest or fail to log in before checking out.

3. International Shipping (Canada)

We are pleased to ship to our customers in Canada. However, international shipments of medical devices are subject to specific rules:

• Customs & Duties: The price you pay at checkout does not include Canadian customs duties, taxes (GST/HST), or brokerage fees. You are the importer of record and are responsible for paying these fees to the carrier upon delivery.
• Additional Postage Invoices: Occasionally, the automated shipping calculator may underestimate the cost of international postage for heavy medical devices. In such cases, we reserve the right to generate a separate invoice for the remaining shipping balance. This invoice must be paid before the item is shipped.

4. P.O. Boxes

We generally require a physical street address for delivery. Due to the high value and sensitive nature of medical devices, we typically do not ship to P.O. Boxes. If you provide a P.O. Box, we may contact you to request a physical address, which may delay your order.

5. Delivery, Loss & Theft

5.1 Authority to Leave (No Signature)

To ensure convenience, our standard shipping method does not require a signature. The carrier is authorized to leave the package at your doorstep, mailbox, or front desk.

5.2 Risk of Loss

All items purchased from Sleep Balance Academy are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon our delivery to the carrier.

5.3 Stolen Packages ("Porch Piracy")

We are not responsible for lost or stolen packages if the tracking indicates the package was "Delivered." If you live in an area where package theft is a concern, please consider shipping to a work address or a friend's house.

If your package is marked delivered but you cannot find it:

• Check with neighbors or your building manager.
• Wait 24 hours (sometimes carriers mark items delivered prematurely).
• Contact the carrier (UPS/FedEx/USPS) directly to file a claim.

6. Order Tracking

Once your order has shipped, you will receive an email confirmation containing your tracking number. Please allow up to 24 hours for the tracking number to become active in the carrier's system.

---

Return & Refund Policy

At Sleep Balance Academy, we are committed to providing high-quality medical devices and sleep solutions. Due to the strict hygienic and regulatory nature of our products, our return policy is firm to ensure the safety of all our customers. Please read this policy carefully before making a purchase.

1. Return Window & Eligibility

1.1 The 14-Day Request Period

You must contact our support team within 14 days of delivery to request a return. Requests made after 14 days will not be considered.

1.2 Approval Required (Investigation)

Submitting a request does not guarantee a return. All return requests are subject to an internal investigation and approval process. We reserve the full right to accept or decline any return request at our sole discretion based on the condition of the item and the nature of the product.

1.3 Eligibility Requirements

To be eligible for a return consideration, the item must be:

• Unopened and Factory Sealed: The original packaging, including safety seals, must be completely intact.
• Unused: There must be no signs of wear, use, or tampering.
• Complete: All accessories, manuals, and parts must be included.

1.4 Non-Returnable Items

The following items are Final Sale and cannot be returned under any circumstances:

• Opened medical devices or hygiene products (e.g., masks, mouthpieces, nasal devices, tubing).
• Digital products (e.g., online courses, downloadable content, PDFs).
• Services (e.g., Telemedicine consultations, membership fees).

2. Fees & Shipping Costs

2.1 Restocking Fee

All authorized returns for non-defective items (e.g., "change of mind") are subject to a 20% restocking fee. This fee covers the cost of inspection, repackaging, and inventory management. It will be deducted from your final refund amount.

2.2 Shipping Costs

• Customer Responsibility: You are responsible for all return shipping costs. We recommend using a trackable shipping service and purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
• Original Shipping Non-Refundable: The cost of shipping the original order to you is non-refundable. If you received free shipping, the actual cost of shipping may be deducted from your refund.

3. Defective or Damaged Items

3.1 Arrival Damages

If your item arrives damaged or defective, please contact us immediately (within 48 hours of delivery) with photos of the damage. In confirmed cases of shipping damage or arrival defects, we will provide a prepaid shipping label and arrange for a replacement or resolution.

3.2 Warranty Issues

If a device malfunctions after use, please contact us. While many issues fall under the manufacturer's warranty, we will do our best to help troubleshoot and resolve the issue with you or guide you through the warranty process with the manufacturer.

4. Exchanges

Exchanges are not standard practice and are granted only in limited, specific situations (e.g., incorrect size ordered for a sealed item). All exchanges are subject to the same approval process and restocking fees unless otherwise noted by our support team.

5. Refund Method & Timeline

5.1 Refund Discretion

If a return is approved and received in the required condition, a refund will be issued. We reserve the right to issue this refund either to your original method of payment OR as Store Credit (Gift Card), at our sole discretion.

5.2 Rejected Returns

If you return an item that has been opened, used, or damaged, it will be rejected. You will not receive a refund, and you will be responsible for the shipping costs to have the item returned to you. If you do not pay for return shipping within 30 days, the item will be discarded.

5.3 Processing Time

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed within 7-10 business days.

6. Cancellations

If you wish to cancel an order, you must contact us immediately. If the order has not yet been processed or shipped, we will attempt to cancel it. However, if the order has already been shipped or a shipping label has been created, it cannot be cancelled and must be treated as a Return (subject to the 20% restocking fee and shipping costs).

7. How to Request a Return

To initiate a return request/investigation:

1. Email us at info@sleepbalanceacademy.com
2. Include your Order Number and the reason for the return.
3. Wait for our team to review your case and provide a Return Merchandise Authorization (RMA) number if approved.

PLEASE DO NOT SEND ITEMS BACK WITHOUT PRIOR APPROVAL (RMA). UNSOLICITED RETURNS WILL BE REJECTED AND ARE NOT ELIGIBLE FOR REFUNDS.