Shipping & Returns

 

How long does it take to process an order?

All orders are processed within 24 hours of receipt. Orders placed on the weekend will process first thing Monday morning, at which point an order confirmation will be emailed.

 

When will I receive tracking information for my order?

We take pride in fulfilling all in-stock orders within 24 hours of receipt. As soon as your order is picked, packed, and shipped within that window, a tracking number will be emailed to you.

 

It has been longer than the 24 hour order process window and I have not received an order/tracking confirmation.

With record high demands on supply chains, particularly within the medical supplies industry, there are ‘normalized’ amounts of Back Ordered and Allocated items. If we have exceeded our 24-hour confirmation window, it indicates we are actively engaged with replenishing those goods on order. We will follow up with you directly within a 72-hour window, resolution in hand!

 

How long will it take to receive my goods?

We ship to all major US markets within 2-3 days of confirmation, with added turnaround outside of the continental US and rural markets.

 

Do you offer free shipping?

All orders over $199 are free to ship! Orders under $199 will have a $10 shipping fee added to the final order price. While orders under $99 will include a $20 shipping fee.

 

Do you ship Overweight and Hazmat items?

Yes! If your order weighs 25-100lbs or contains hazardous material, there will be a $30 handling charge at check out (costs directly incurred from the parcel service). If your order is 100+lbs your order will be confirmed as ‘freight collect’, we will reach out directly to you to confirm costs for freight delivery.

 

Do you ship outside of the continental US?

Yes! When compliant with Federal Law and Manufacturer regulations we fulfill orders to AK+HI+PR+US Territories. As there are increased costs to ship across oceans, there will be a $30 surcharge collected at checkout.

 

 

 

Product Refunds & Cancellations

 

Cancellation Policy

Most of our products ship out within 24-48 business hours, depending on availability. If you wish to cancel your order, you must request a cancellation the same day your order is placed. Please contact support@bttnusa.com with your order number to request a cancellation. After your cancellation has been confirmed, you will be issued a refund to your original form of payment. If your order is shipped before cancellation is confirmed, you will not be able to cancel your order.

 

Damaged/Defective Products

Please inspect your order upon receipt and contact bttn immediately if your product is damaged, defective, or incorrect. If your product is damaged, you need to contact support@bttnusa.com within 72 hours of receiving your order. Please include your order number, a description of the issue, and a photo. If damage is reported after 72 hours, your product will no longer be eligible for return. Additionally, if a photo is not included in your correspondence, we will be unable to verify eligibility for a prepaid return label.

 

Return Policy

bttn will only accept returns up to 14 days after your delivery date. Your product must be returned in the same packaging, condition and quantity it was delivered. 

 

If your product is eligible for return contact support@bttnusa.com. In the email, place the order number in the subject line, include a brief description of the reason for returning, and attach any applicable pictures. 

 

bttn will not accept returns for the following products:

 

  • Any item which has been used after opening, stickered, marked, defaced, or is without all original packaging, labeling, package inserts, or operating manuals
  • Products that are regulated and/or require a medical license to purchase
  • Products that are refrigerated
  • Products labeled ‘hazardous’
  • Products labeled ‘sterile’ or ‘sterilized’
  • Products used to analyze human body tissue
  • Products containing hazardous chemicals 
  • Products that have been drop-shipped directly from the manufacturer
  • All brands of COVID tests
  • All discontinued products
  • All narcotics and other controlled substances
  • All syringes
  • All short-dated (e.g. less than 90-day shelf life), outdated, or seasonal products
  • N95 Masks - N95 masks are designed to fit securely on the face and may cause discomfort, bruising and or broken skin on the bridge of the nose. bttn will not accept returns on N95/KN95 masks due to the way the may fit or feel while wearing them

 

Upon receiving your return request, our supply team will determine if your product qualifies for a return based on the above guidelines. Customers are responsible for the shipping cost of returning your product, unless the product arrived damaged (please review damage products policy above) or you received the wrong product.

 

If your order qualifies for return, our supply team will issue you a return label through email. You will have 5 business days to drop off your product at the designated courier location.

 

The product will be inspected for quality assurance upon delivery and a refund will be issued to the original form of payment. Once the refund has been issued it can take up to 7-10 business days to reflect on your original form of payment.

 

Any requests to return products after 14 days from receipt will be denied.

 

 

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