Shipping policy

This page explains how shipping works at Pine Street Clinic, including order processing, delivery estimates, and important limitations.

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Order Processing & Cut-Off Times

Orders for in-stock items placed before 9:00 am Pacific Time (12:00 pm Eastern) typically ship the same business day. Orders placed after this cut-off generally ship the next business day. 

Orders ship Monday through Friday, excluding weekends and U.S. holidays.

Some items ship directly from manufacturers or authorized distributors. Availability can vary by product. If you have questions about timing before placing an order, please contact us.

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Time in Transit & Delivery Estimates

How long your order takes to arrive depends on your location and the shipping method selected. At checkout, you may see delivery estimates based on your delivery ZIP code. These are estimates only and are not guaranteed.

When offered, typical delivery timeframes are:

Free Shipping	Approximately 5-7 business days
Standard Shipping	Approximately 3-6 business days
Faster Shipping	Approximately 2-3 business days
Fastest Shipping	Approximately 1-2 business days

These timeframes represent time in transit only and begin once your order has shipped. Delivery estimates are not guaranteed.

Not all products or brands offer every shipping option.

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Where We Ship From

We're based in San Anselmo, California, just across the Golden Gate Bridge in the San Francisco Bay Area.

Many items ship from our clinic here. Some products ship directly from the manufacturer or an authorized distributor so they can get to you as quickly as possible. If you'd like to know where a specific product ships from, please contact us.

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Business Days

For shipping purposes, business days are Monday through Friday, excluding federal holidays. Weekends and holidays are not counted toward processing or transit times.

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Carriers & Tracking

We ship using a mix of carriers, including USPS, FedEx, and UPS, as well as hybrid services.

• Our system sends you an email notification at each stage of the shipping process: when a shipping label is created, when the carrier scans the label, when the package is out for delivery, and when the package is marked as delivered.
• Some USPS services may not show tracking updates until the package reaches your local post office.
• Hybrid services (such as UPS Mail Innovations or FedEx SmartPost) may take longer than standard ground services and may have limited tracking updates.

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Missing or Undelivered Packages

If tracking shows your package was delivered but you have not received it, please contact us within 5 days of the delivery notification. Reporting delivery issues promptly allows us to work with the carrier while an investigation is still possible. Reports made after this window may not be eligible for a refund or replacement, as carriers have strict deadlines for opening investigations.

Before contacting us, please take these steps:

• Verify that the shipping address on your order is correct and complete.
• Check around your home for unusual delivery spots, such as a garage, carport, behind a gate, beside a back door, or with a neighbor.
• Check with anyone else in your home to see if they already brought the package inside.
• Keep in mind that the package may not say "Pine Street Clinic" on the outside of the box. Some orders ship directly from certain brands or their distributors.
• If your package was shipped via USPS, contact your local post office and ask them to review the GPS records for the delivery. (Your post office will only accept your phone call to investigate, not ours.) Find the phone number of your local post office here: https://tools.usps.com/find-location.htm

If the package does not turn up and you believe a crime has been committed at your address, let us know and we will arrange for the carrier to launch a full investigation.

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Damaged Packages

If your package arrives damaged, please contact us within 5 days of delivery with the following:

• Your order number
• Clear photos of the outside of the packaging and the shipping label
• Clear photos of the damaged product itself
• A photo of the lot number and manufacturing date printed on the container

Please hold on to the damaged package and all packaging materials until we are able to file a claim with the carrier. Items reported outside this timeframe may not be eligible for replacement or refund. See our Refund Policy for details on replacements and refunds.

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Refused or Returned Deliveries

Please do not refuse a delivery or mark a package "return to sender" without first contacting us for a Return Authorization Number. Packages returned to us without authorization will not be refunded. If a package is returned to us for any reason, you may be responsible for the return shipping and any related charges. See our Refund Policy for return instructions.

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Delivery Changes

Once a package has shipped, delivery changes may be limited.

• USPS generally does not allow delivery changes once a package is in transit.
• UPS may offer Delivery Intercept services for a fee, subject to availability.

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Hawaii & Alaska

Shipments to Hawaii and Alaska may take longer than standard delivery estimates, particularly when using USPS services.

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International Orders

Most brands we carry are authorized to ship within the United States only. Customers outside the U.S. may choose to use a third-party freight forwarding service at their discretion.

See the Shipping & Delivery section of our FAQ for more information about international shipping.

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Heat-Sensitive Items

See the Heat Sensitive Items section of our FAQ for more information about probiotics and heat-sensitive items.

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Questions

If you have questions about shipping, delivery, or an issue with a package you've received, please contact us and we'll be happy to assist.

Updated March 1, 2026