Shipping & Return Policy

Shipping & Returns

We strive to ensure a smooth and timely delivery of your purchases. Please review our shipping guidelines based on the brand of your item.

Order and Shipping Confirmation

You will receive an email confirmation once your order has been successfully placed—it will include your order number and shipping method. Please make sure your shipping address is correct as we are unable to redirect goods once they are en route to you.

Orders can take up to 4 business days to be processed and shipped. Once your order is prepared for shipment, you will receive a shipping confirmation email with your tracking information. Please also note that in some cases, your order may arrive in multiple shipments (i.e., in the case of preorder, backorder, and direct from product company).

If you have any questions or need to cancel your order, please email us at admin@pauz.health during our business hours: Monday through Friday, 9 a.m. to 4 p.m. ET

Where We Ship

We currently ship to Canada and US addresses excluding Alaska, Hawaii, and US Territories. We do not deliver orders to PO Boxes/APO/FPO addresses.

We are working on expanding to other countries. Please note, not all items can ship to all countries. Non-US and Non-CDN shipping eligibility is indicated on the item detail page. Thank you so much for your patience as we expand our international presence.

Shipping Costs

United States:
Standard shipping on all orders less than $75 before taxes and shipping is $6.95 and free for all orders of $75 or more before taxes and shipping. Please note that order processing may take up to 4 business days after the order is placed for standard shipping.

Expedited shipping is $15 for UPS 2nd Day Air and $25 for UPS Next Day Air. Orders placed weekdays before 2 p.m. ET will ship same day. Orders placed after 2 p.m. ET or on weekends or holidays will ship the following business day. Expedited shipping is available only to shipping addresses within the contiguous United States.

Canada:
For a limited period of time, we are offering expedited shipping to Canada (1 to 3 business days in transit) on all orders for a flat rate of CAD $20. Please note that order processing may take up to 2 business days after the order is placed.

All shipments to Canada are delivered duty paid, so there will never be any additional cost beyond what is captured at checkout.

Get free shipping when you spend $150+.

Taxes

US and Canada:
Applicable sales tax will be charged on merchandise total, where applicable. Taxes are calculated according to shipping destination and itemized on the Order Summary page.

Shipping Managed by PAUZ Health

For purchases made through PAUZ Health from the following brands:

  • Epiphany
  • IRIS
  • Pleasure Pod
  • Vella Bioscience

Your order will be processed and shipped directly by PAUZ Health. You will receive a confirmation email with tracking details once your order has been dispatched.

Shipping Managed by the Brand

For products purchased from the following brands:

  • Dame
  • Joylux
  • Kindra
  • SAPPHO

Shipping is handled directly by the brand from which the purchase was made. Shipping times, costs, and tracking details will vary based on the brand’s policies and are independent of PAUZ Health.

Return Policy

PAUZ accepts returns on eligible full-priced items within thirty (30) days from the date that the item was delivered to you. PAUZ does no accept returns on reduced-price (or “sale”) items. Items must be returned unopened/unused, with tags, in their original packaging. Any items that are damaged when we receive them are not eligible for a refund. If a returned item is open or used, any refund shall be at PAUZ’s discretion according to our terms for the refund.

For US and CDN returns:

1.      Email admin@pauz.health. Enter your order number, which products you wish to return and the zip/postal code where your order was shipped.

2.      You will be reimbursed for shipping.

3.      Upon receipt of the returned item you will be reimbursed and receive an email confirmation.

Please note that PAUZ charges a $10 restocking fee for all US and CDN returns regardless of your return method, which will be deducted from your refund.

If you have any further questions, please reach out to our Customer Experience team here.

Late Returns

Any item returned after 40 days of receipt is not eligible for refund.

Items Not Eligible for Return

Please note that we do not accept returns of intimate apparel, jewelry, any personalized or custom-made products, merchandise marked as final sale, or any other merchandise marked as non-returnable, unless such item arrives to you in a damaged or faulty state. Any exceptions to this policy will be listed on the product’s page. All products purchased through a goop “pop-up” shop from a third-party brand are final sale and not eligible for return.

Exchanges

We do not accept exchanges, as items may sell out while the requested exchange is returned and processed. We encourage you to return the original item, and go to goop.com to purchase the correct item in a new order.

Receiving a Refund

A refund will be issued once we have received your returned items. Any items that are damaged when we receive them are not eligible for refund. Refunds do not include any shipping or handling charges, except in the case of faulty or damaged items. Your refund will be credited to the original form of payment used for the original transaction and will be in the amount of the Product price less the return restocking fee if applicable. Any duties paid for orders shipped to Canada will NOT be refunded. Please note that credit card refunds may take up to 10 business day for your bank to complete, depending on their processing times. This can vary greatly between credit card issuers.

Some of the products we sell are shipped directly by the vendor. If this is the case, you will find this information on the item’s product page, in the “Shipping & Returns” dropdown menu, along with information about the return policy for that item. Please note that if your item is shipped from the vendor, we will share the shipping and contact information you provide at checkout with that vendor so that they can complete your shipment.

We want you to be completely satisfied with your purchase. Please review our return guidelines based on the brand of your item.

Returns Managed by PAUZ Health

For purchases made through PAUZ Health from the following brands:

  • Epiphany
  • IRIS
  • Pleasure Pod
  • Vella Bioscience

Please contact info@pauz.health with the subject line: Returns. We will process a full refund, including shipping costs for returning the item to PAUZ Health.

Returns Managed by the Brand

For products purchased from the following brands:

  • Dame
  • Joylux
  • Kindra
  • SAPPHO

If you have any questions or need assistance, feel free to reach out to us at info@pauz.health.