Shipping & Delivery Policy

The Hayden Institute works to process and ship orders promptly while ensuring products are packaged and handled appropriately. Depending on the products ordered, items may be fulfilled directly by The Hayden Institute or by an authorized fulfillment partner.

Shipping Rates

Orders are shipped using UPS Ground.

• Orders under $99: $9 flat-rate shipping
• Orders of $99 or more: Free shipping

These rates apply to eligible U.S. shipping addresses, including Alaska and Hawaii where UPS service is available.

Order Processing

In-stock items fulfilled directly by The Hayden Institute are generally processed and shipped the same business day when orders are received during normal business hours. Orders received after business hours are generally processed the next business day.

Some products, including Standard Process products, may be fulfilled directly by an authorized fulfillment partner. These orders are generally submitted for fulfillment promptly after the order is placed. Orders received after applicable weekday fulfillment cutoffs, on weekends, or on holidays may be processed the next business day.

Processing times may occasionally vary due to holidays, inventory circumstances, carrier delays, or other circumstances outside our control.

Split Shipments

Some orders may contain products fulfilled from different locations. As a result, an order may arrive in more than one package and packages may arrive on different days.

Even when an order is divided into multiple shipments, customers are charged only the shipping rate applicable to the total order at checkout. Separate shipping charges are not added simply because an order is fulfilled from multiple locations.

Tracking Information

Tracking information is provided when your order ships. If an order is fulfilled in more than one shipment, separate tracking information may be provided for each package.

Please allow time for carrier tracking information to update after a shipment has been processed.

Damaged Shipments

If an order arrives damaged, please contact The Hayden Institute promptly. When possible, please report shipping damage within 3 business days of delivery.

To help document the damage, customers may be asked to provide photographs of:

• the outside of the shipping box, including the shipping label;
• the packaging materials inside the box; and
• the damaged product or products.

Please retain the damaged products and original packaging until the issue has been resolved, as they may be needed for documentation.

The Hayden Institute will review the circumstances and coordinate an appropriate replacement or refund when warranted.

Lost Packages and Packages Marked Delivered

If tracking shows that a package was delivered but it cannot be located, please check around the delivery location, with household members or neighbors, and with a front desk or mailroom when applicable. In some circumstances, allowing through the next business day may also resolve a delivery discrepancy.

If the package still cannot be located, please contact The Hayden Institute. Tracking information will be reviewed and assistance with the carrier investigation will be provided. Replacement or refund eligibility will be determined based on the circumstances and results of the investigation.

If a carrier confirms that a shipment was lost in transit, The Hayden Institute will work with the customer to resolve the order appropriately.

Incorrect or Undeliverable Addresses

Customers are responsible for providing a complete and accurate shipping address at checkout.

If an address error is noticed after placing an order, please contact The Hayden Institute as soon as possible. Reasonable efforts will be made to correct the address before shipment, but changes cannot be guaranteed once an order has entered fulfillment.

If an order is returned because of an incorrect or undeliverable customer-provided address, additional shipping charges may apply to resend the order.

If a shipping or addressing error was caused by The Hayden Institute or one of its fulfillment partners, the issue will be corrected at no additional cost to the customer.

Product Availability

Inventory is monitored to help prevent customers from ordering unavailable products. Occasionally, however, an item may become unavailable after an order has been placed.

If this occurs, The Hayden Institute will contact the customer with available options. Depending on the circumstances, these may include waiting for the product to become available, shipping available portions of the order separately, or refunding the unavailable item.

A different product will not be substituted without the customer's approval.

Delivery Times

Delivery times vary based on the destination, carrier operations, weather, holidays, and other circumstances outside The Hayden Institute's control. Any estimated transit or delivery time should be considered an estimate rather than a guaranteed delivery date.

Shipping Questions

For questions about an order, shipment, tracking information, or a delivery problem, please contact:

The Hayden Institute, PLLC
10694 Jones Road
Houston, Texas 77065
281-826-2685
chase@haydeninstitute.com