Effective Date: November 30, 2026
Last Updated: November 30, 2026

BrainVault® is committed to processing orders carefully and providing a straightforward shipping experience. The following policy explains our shipping options, order processing, delivery estimates, and shipping-related responsibilities.

Shipping Options and Rates

BrainVault offers the following shipping options for eligible U.S. orders, as available at checkout:

• Free Standard Shipping: Available at no shipping charge to the customer.

• 2-Business-Day Shipping: An expedited shipping option available for an additional charge.

• Next-Business-Day Shipping: An expedited shipping option available for an additional charge.

Available shipping options and applicable charges are displayed at checkout before an order is placed. Expedited shipping rates are calculated based on the destination and applicable shipping service.

BrainVault selects the carrier and shipping service based on factors such as destination, service availability, delivery expectations, and shipping cost. The carrier used may vary by order.

Free Standard Shipping uses an eligible standard shipping service selected by BrainVault. Expedited options are subject to service availability for the shipping destination.

Order Processing

Orders are processed during normal business days, excluding weekends and applicable holidays. Processing time is separate from carrier transit time.

Orders may require additional processing time due to order volume, product availability, address verification, payment verification, or other operational circumstances.

Selecting an expedited shipping option does not necessarily mean an order will be processed or shipped the same day it is placed. 

Orders placed outside normal processing hours, on weekends, or on holidays may not begin processing until the next business day.

Shipping and Delivery Estimates

Any shipping or delivery timeframes displayed at checkout are estimates and are not guaranteed delivery dates unless expressly stated otherwise by BrainVault in writing.

Actual delivery times may vary based on the destination, carrier operations, weather, holidays, transportation disruptions, and other circumstances beyond BrainVault's reasonable control.

Business-day shipping options refer to carrier transit expectations and do not necessarily include order processing time. Customers should review the applicable shipping information presented at checkout when selecting an expedited option.

BrainVault is not responsible for delays caused by carriers or circumstances beyond its reasonable control. We will make reasonable efforts to assist customers in obtaining available shipment information when a delay occurs.

Shipment Tracking

When an order ships, BrainVault will provide a shipping confirmation email with tracking information when available.

Tracking information may take time to become active or display updated shipment details after a carrier receives the package. Tracking updates and delivery estimates are provided through the applicable carrier and may change during transit.

Customers are responsible for monitoring tracking information and ensuring that someone is available to receive the shipment when necessary.

Shipping Address Accuracy

Customers are responsible for providing a complete and accurate shipping address at checkout, including the correct street address, apartment or unit number, city, state, and ZIP code.

If you identify an error in your shipping address, please contact BrainVault as soon as possible. We cannot guarantee that an address can be corrected after an order has been processed or transferred to our fulfillment partner.

BrainVault is not responsible for delivery issues, additional carrier charges, or delays resulting from an incorrect or incomplete address provided by the customer.

Undeliverable, Returned, or Delayed Shipments

Shipments may be delayed, returned, or marked undeliverable for reasons including an incorrect address, unsuccessful delivery attempts, access restrictions, or carrier procedures.

If a shipment is returned to BrainVault or our fulfillment partners, we will review the circumstances and contact the customer as appropriate to determine the next steps. Additional shipping charges may apply when a reshipment is necessary due to an incorrect address or other circumstances attributable to the customer, where permitted by law.

If your order appears significantly delayed or tracking indicates a delivery problem, please contact our customer support team with your order number so we can review the available information and assist you.

Lost or Damaged Shipments

If your order appears to be lost in transit or arrives damaged, please contact BrainVault at info@brainvault.com with your order number and a description of the issue.  For damaged products or packaging, please include photographs when available.

We will review the circumstances and work with our fulfillment partner or the carrier as appropriate to determine the next steps.

A carrier tracking status alone may not conclusively establish whether a package was delivered or lost. We may need to review the carrier's available delivery information before determining an appropriate resolution.

Nothing in this policy limits any rights or remedies available to customers under applicable law.

Shipping Restrictions and Service Availability

Shipping options vary by destination and carrier service availability. Certain addresses may not qualify for all shipping speeds or services.

BrainVault reserves the right to use an alternative eligible carrier or shipping service when necessary to fulfill an order, provided the alternative is consistent with the shipping option purchased and applicable customer commitments.

If a material shipping issue affects an order, BrainVault will review the circumstances and communicate with the customer as appropriate.

Contact Us

For questions about shipping, tracking, or an existing order, please contact:

BrainVault Customer Support at info@brainvault.com

Please include your order number so we can assist you more efficiently.