FAQs

SHIPPING

WHAT IS YOUR SHIPPING POLICY?

SHIPPING DESTINATION

We ship both locally (US) and worldwide.

SHIPPING TIME

US ORDERS

US orders take 5-10 business days to be delivered to you and we ship within 3 business days if the item is in stock.

All preorders are shipped and delivered within 25 days of placing an order.

INTERNATIONAL ORDERS

International orders take 7-14 business days to be delivered, we ship within 5 business days if the item is in stock.

All preorders are shipped and delivered within 25 days.

Shipping time might vary depending on location, customs regulations, and other factors beyond our control.

SHIPPING CHARGES

We offer FREE worldwide shipping.

CUSTOMS IMPORT DUTY

All International orders are subject to the receiving country's import fees, duty, taxes and/or brokerage fees.

These funds are neither paid to Plite Therapeutics nor are they set by Plite Therapeutics rather they are paid to and set by your home country's government as per import/export regulations and charged by your local postal carrier.

Funds are due upon receipt in accordance with your local import and postal regulations and are customers

The buyer is responsible for paying the additional costs such as duties, taxes, and customs clearance fees.

Packages are marked with the value of the item as paid by the customer in legal accordance with international postal regulations.

We do not mark packages as a gift.

To falsify the amounts paid or the contents of the package on customs forms could lead to hefty fines that our business would not be able to handle.

We absolutely love what we do and will not engage in any practices that would jeopardize our ability to continue doing what we love.

REFUSING TO PAY CUSTOMS

If you choose to refuse the customs fee and the parcel is returned back to Plite Therapeutics, there will be no refund issued.

If you're still unsure on whether you'll be subject to customs fees, we'd recommend contacting your local customs office for more information before placing your order.

CUSTOMS CLEARANCE

Customers are fully responsible to follow the customs clearance procedure and formalities by providing all necessary documents required by customs according to their country's laws and regulations to clear their orders.

Plite Therapeutics takes no responsibility whatsoever for orders being returned to the shipper or abandoned if the customer failed to provide the required paperwork in time.

LOST PACKAGE

We do not refund lost packages. Please consider adding insurance to your package.

 

WHAT'S YOUR DELIVERY TIME?

HOW LONG WILL IT TAKE FOR MY ORDER TO BE DELIVERED?

Your order will take 1-3 days to process and between 5 to 15 days to arrive at your doorstep once your order is dispatched, You will receive tracking information of your parcel by email within 3 to 5 days after ordering.

Please note delivery times may vary sometimes according to Peak busy season, Public holidays, and the country’s customs restrictions.

WILL THERE BE A DELAY AMID COVID-19 PANDEMIC?

Yes, you can expect shipping delays. More countries are limiting passenger flights and closing their borders. While this doesn't directly impact cargo, fewer passenger flights mean fewer transit options for shipments and longer lines at borders, So, the estimated delivery time will be between 20-25 days.

We're in touch with our carriers and they'll notify us of any more disruptions. We also recommend you follow your local news for any regional disruptions.

HOW MUCH DOES YOUR SHIPPING COST?

We offer FREE worldwide shipping on all orders.

 

WILL I BE CHARGED ANY CUSTOMS AND DUTY FEES?

International orders are subject to the receiving country's import fees, duty, taxes, and/or brokerage fees.

These funds are neither paid to Plite Therapeutics nor are they set by Plite Therapeutics rather they are paid to and set by your home country's government as per import/export regulations and charged by your local postal carrier.

Funds are due upon receipt in accordance with your local import and postal regulations.

We are not responsible for any duty/import/taxes/customs/etc charges you may incur.

Packages are marked with the value of the item as paid by the customer in legal accordance with international postal regulations.

We do not mark packages as a gift.

To falsify the amounts paid or the contents of the package on customs forms could lead to hefty fines that our business would not be able to handle.

We absolutely love what we do and will not engage in any practices that would jeopardize our ability to continue doing what we love. 

Thanks in advance for your understanding.

 

HOW DO I TRACK MY ORDER?

You can track your parcel via the email we sent you. Clicking ‘Track my order’ in the email will take you straight to the parcel tracking page where the location of your parcel is updated from dispatch to delivery.

Alternatively, enter your tracking number into ‘Track your order’ on our website.

WHY IS MY TRACKING NUMBER NOT WORKING?

After you received an email with tracking information once your order is dispatched, you need to allow 3 to 5 business days for logistics to update their tracking record information on their system.

If you still have issues tracking your order, simply email us at admin@Pliteusa.com and we will be more than happy to assist you and locate your order.

WHAT TO DO IF MY TRACKING NUMBER IS STUCK?

Step 1: Contact your nearest post office and provide them with your ID card or tracking number to find out its status.

Step 2: If you can not find out anything, contact our Customer Service department by sending an email and providing your shipping address again.

Step 3: If the items have arrived at your destination country - they are with the local post of your country and most likely at your nearest post office. In an event of loss of merchandise, while the items have arrived at the destination country, we will not be responsible.

 

DO YOU SHIP TO MY COUNTRY?

Most likely yes! We ship almost everywhere in the world.

 

*Many international orders are subject to tariffs/duties to be paid by the customer. These fees and taxes are the sole responsibility of the customer and are not factored into the price at purchase.

Please be sure to research your country's rules, regulations, tariffs, and duties before placing your order.

 

WHAT IS YOUR RETURN / REFUND POLICY?

Plite Therapeutics ("we" and "us") is the operator of (https://Pliteusa.com) ("Website"). By placing an order through this Website, you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations for our service.

RETURNS

When dealing with personal health and rehabilitation - a product may function exactly as designed and work effectively for many patients. However individual results will vary.

We strongly suggest working with your HCP before making any purchases of medical equipment or supplies to give you the best chance of seeing a positive individual outcome.

We are unable to provide a warranty or guarantee that a particular product will treat your condition or relieve your symptoms. All products sold by Plite Therapeutics have a 1-year replacement warranty against defects.

Our policy lasts for 14 days from the date of delivery. If 14 days have gone by, unfortunately, we can’t offer you a return, refund, or exchange.

ALL returned items MUST be returned in LIKE-NEW condition with all original packaging and instructions and in the same condition that we sent them to you.

Damaged boxes, stains, pet hair, folded cards, broken seals/ plastic foiling, and missing parts will not be accepted.

All returns or exchanges are subject to a third-party verification process.

If the condition of the product shipped back to us is not in acceptable condition we reserve the right to not refund or exchange.

**Due to health and safety concerns and the hygienic nature of some products, in order to protect our employees and customers from any additional risk these items are NOT eligible for a refund if used or tried and no refunds will be issued.

These items include but are not limited to the following:

• Personal Medical Products
• Compression Garments
• Cervical and Lumbar Traction Devices & Accessories (Condition Apply)
• Facial Massage Devices
• TENS/NMES units
• Pillows & Cushions
• Beauty and Personal Care Devices
• Cupping/ Moxa Devices (FITDASH / ACHEFLY)

These items are eligible for Warranty Replacement or Store Credit at 20% off the initial value ONLY. There may be other exclusions.

If you have a question about the return eligibility of a particular product please contact us.

ALL CLAIMS OR REQUESTS FOR RETURNS OF DEFECTIVE PRODUCTS MUST BE MADE BY THE CUSTOMER TO PLITE THERAPEUTICS WITHIN 72 HOURS OF THE RECEIPT OF THE PRODUCT(S) BY THE CUSTOMER VIA EMAIL.

To complete your return, we require a receipt or proof of purchase emailed to you when purchased.

Please do not send your purchase back to the manufacturer.

Please do not send your item without prior notification. you can notify us by emailing us at admin@Pliteusa.com.

REFUNDS

Once your return is received and inspected by a third party, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed within 5-10 days, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

We do not refund postage for lost, unclaimed, refused, or undelivered packages.

If a package is returned as undelivered/unclaimed, it is the customer's responsibility to follow up with the postal carrier.

If a package is returned or abandoned for refusing to pay the country's legal Import tax, it is the customer's responsibility and we reserve the right to refuse the refund.

Please note shipping fees are not refundable (if initially covered by us, they will be deducted from the return payment).

 **All returns are subject to a 25% restocking/disposal fee. (Condition Apply)

The restocking fee will be waived when you choose to exchange an item for a different item of equal or similar value. The product must still be in brand new and unused condition.

DELIVERY CLAIMS

If you are experiencing a non-delivery or your tracking information states that your package was delivered by the carrier but you have not received it, please allow 3-5 days for delivery due to the delays and/or lack of scanning within delivery carriers for efficiency in this heightened period. If it still has not arrived after 5 days, please contact the carrier to file a claim.

Plite Therapeutics is not responsible for packages that have been reported stolen, lost, or misplaced if carrier marks are delivered and are not obligated to issue refunds or store credit for these packages.

Plite Therapeutics is willing and happy to assist in finding the best solution to get the product to the recipient.

LATE OR MISSING REFUNDS

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at admin@Pliteusa.com.

SALES ITEMS

Only regular-priced items may be refunded, unfortunately, all items discounted by 40% or more are considered final sales and cannot be returned for store credit or refunded to the original form of payment.

EXCHANGE

We only exchange items if they are defective or damaged. If you need to exchange it for the same item, send us an email at admin@Pliteusa.com.

ORDER CANCELLATION

Customers have 4 hours to cancel their order if they changed their mind for any reason. Unfortunately, we cannot cancel orders as we dispatch all orders within 4 hours.

If you wish to cancel your UNSHIPPED order after 4 hours, we will charge a 6% cancellation fee as payment providers charge this to us to reverse a payment. In order to cover these costs, they will be solely the customer's responsibility.

GIFTS

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

RETURN SHIPPING

Once we received your initial email request for return, upon approval, you may return your product to the address we will provide via email within 7 days. Unfortunately, if 7 days pass we are unable to accept the return.

**PLEASE DO NOT SEND YOUR ITEMS WITHOUT PRIOR NOTIFICATION, WE HAVE A RIGHT TO REFUSE THE RETURNED ITEMS IF FAILURE TO DO SO.

You will be responsible for paying for your own shipping costs for returning your item.

Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

**If you are shipping an item over $75, you should consider using a trackable, Signature Required shipping service or purchasing shipping insurance.

We don’t guarantee that we will receive your returned item.

 

CAN I CHANGE OR CANCEL MY ORDERS?

You can change or cancel your order within 4 hours. Just contact us at admin@Pliteusa.com for your request.

If we have begun processing your order and it has not left our facility, and you still wish to cancel your order, you will be charged a 6% cancellation fee for your canceled orders.

 

HOW DO I PLACE AN ORDER?

It's super simple to purchase from our website! In order to help you, we've prepared a short step-by-step guide below:

• Select the product you wish to buy;
• Choose the right variant;
• Make sure to check the quantity - Remember we have our unique Bundle Discount!
• Click on the ‘Add to cart button or for faster checkout just click the "Buy Now" Button;
• If you choose to Add to the Cart, review all items in your cart - if you’re ready to finalize your order, click on ‘Checkout’;
• Finalize your order by filling out all the information needed on the checkout page: Customer Information, Shipping Address, Billing Address, Shipping Method, Payment Information, and Coupon if there's any;

Now you're only one step from completing your order! Review all your orders and click on ‘Complete Order’ to finally set the wheels in motion for your package to come flying home ;-)

WHAT IF I ADD A NON-ENGLISH SHIPPING ADDRESS?

Since we ship orders worldwide, our website and services are based in English. All the information required for shipment should be written in English. We also require you to add a telephone or mobile number along with a shipping address, so the carrier can easily contact you.

WHAT SHOULD I DO IF I ACCIDENTALLY ORDER MORE THAN ONE PRODUCT?

NO WORRIES! We're here to help you :)

In that case, it's important that you contact us ASAP, so we don't ship the item you incorrectly ordered.

Please note that if your order is already shipped, unfortunately, we won't be able to cancel it.

PAYMENT, BILLING, AND FEES

WHAT ARE MY PAYMENT OPTIONS?

We accept payments by all major Credit Cards such as Visa, MasterCard, American Express, Diners Club and etc...

We also accept PayPal, Apple pay, and Google Pay.

HOW SECURE IS YOUR SITE?

Plite Therapeutics processes payments using the Stripe payment gateway. Stripe is certified to PCI Service Provider Level 1, the most stringent level of certification.

We take security very seriously, all payments are verified by Stripe to prevent fraud.

HOW CAN I IDENTIFY THE PAYMENT ON MY BANK STATEMENT?

Payments to Plite Therapeutics via debit/credit cards are identified as "PLITE THERAPEUTICS"

DO I HAVE TO PAY CUSTOMS DUTY TAX ON MY ORDER?

Unfortunately, we are unable to advise what customs charges may be applied to international shipments.

Any customs charges are applied at the discretion of the carrier and local laws and all customs charges will be payable by the customer and will not be covered by Plite Therapeutics.

For more accurate information, we’d suggest getting in touch with your local customs office so you’re not surprised if there are any unexpected delivery charges at your end.

WHAT TO DO IF MY PAYMENT WAS DECLINED?

If you are experiencing an issue when making a payment, please double-check and follow the following steps

ERROR MESSAGE

• make sure you have inputted the correct details by checking all the information correctly.
• contact your bank to ensure there are no problems with the card.
• please contact us to submit details and we will investigate further.
• To help us solve the issue for you, please include as many of the following details as possible (don't worry if you're not very technical or are unsure about any of the below; just give us as much information as you can):
• What operating system do you use (e.g. iOS, Android, Windows Vista, Mac OS X)
• What Internet Browser you are using (e.g. Internet Explorer 8, Firefox, Safari, Chrome)What payment method you were trying (e.g. PayPal, Visa)
• A description of the problem and what time the problem occurred
• If you get an error message, please include it in your message to us

PAYMENT DECLINED

If your credit or debit card was declined, check to see if your card is expired, out of date or your card billing address is different from the billing address you informed on checkout.

If the above doesn't help, your Credit Card Company or bank will have more information.

If using PayPal, please contact PayPal directly if your payment has been declined.