Shipping policy
Shipping & Delivery
The price you see is the price you pay. Duties and taxes are on us — no customs bill on your doorstep.
At a glance
| Destination | Free shipping | Below the threshold | Service | Duties & taxes |
|---|---|---|---|---|
| United States | Orders over $49 | $15 flat | Express Tracked & Signed, final delivery by USPS | Paid by us |
| United Kingdom | Always free — no minimum | — | Royal Mail Tracked 24 | Not applicable |
| Canada | Orders over $49 | $25 flat | Express Tracked & Signed | Paid by us |
| Australia | Orders over $49 | $25 flat | Express Tracked & Signed | Paid by us |
Thresholds are calculated on the order subtotal after any discount code and before shipping. Every order is tracked and requires a signature, whichever service you use.
You will never pay customs on delivery
We ship on a Delivered Duty Paid (DDP) basis to the United States, Canada and Australia. Every import duty, customs charge and sales tax is calculated and settled by us before your parcel moves. There is nothing left to pay when it arrives.
If a courier ever asks you for an import fee, do not pay it. Forward the message to support@drpenstore.com. We will settle it with the carrier directly, and if you have already paid, we refund you in full — no questions, no receipts hunt.
This is the difference between buying from us and buying from a seller who ships duty-unpaid. A $299 pen that arrives with a $70 customs demand is not a $299 pen.
Dispatch
- Orders placed before 11:00 AM UK time on a working day are dispatched the same day.
- Orders placed after 11:00 AM, at weekends, or on UK public holidays are dispatched on the next working day.
- You receive a dispatch email with your tracking number the moment the parcel leaves us.
Where your order ships from
Every order is picked, checked and dispatched from our own warehouse in Doncaster, England. We do not drop-ship, and your order does not sit in a third-party fulfilment queue. Devices are inspected and serial-checked by our team before they are sealed.
For United States orders, the parcel travels on an express tracked and signed service and is handed to USPS for final delivery to your door.
Estimated delivery times
| Destination | Typical delivery after dispatch |
|---|---|
| United Kingdom | 1–2 working days |
| United States | 3–7 working days |
| Canada | 3–7 working days |
| Australia | 3–7 working days |
These are the carriers' working estimates, not guarantees. If your order runs late, the section below tells you exactly what we do about it.
Tracking
- Every single order ships tracked and signed. There is no untracked option.
- Tracking can take up to 24 hours to show its first scan.
- Track any time from your account or from the link in your dispatch email.
If your tracking has not moved for 3 working days, write to us. We open the carrier investigation ourselves, the same day. You never have to chase a courier on our behalf.
If something goes wrong
Your parcel is late
If it has not arrived within 3 working days of the estimated delivery date, contact us. We trace it, and if the carrier cannot locate it we resend your order or refund you in full — your choice, not ours.
It arrives damaged
Contact us within 48 hours of delivery with photographs of the item and the outer packaging, and keep the packaging until the claim closes. We send a replacement or refund you in full.
Tracking says delivered but nothing arrived
Check with neighbours and around your property, then contact us within 7 days of the delivery scan. We raise a proof-of-delivery investigation and see it through with you.
We sent the wrong item
Our mistake, our cost. We ship the correct item immediately and arrange free collection of the wrong one. You never pay return postage for our error.
Delivery addresses
Please check your address carefully before paying. We can change it only while the order is still unfulfilled — once dispatched it cannot be altered.
We cannot deliver to PO Boxes. Every order ships tracked and signed and needs a street address where someone can sign for it.
If a parcel comes back to us as undeliverable because the address was wrong or incomplete, or because delivery was refused, we will contact you and offer a reshipment (shipping charged again) or a refund of the goods less the original outbound shipping cost.
Changing or cancelling an order
Email us as soon as you can. If the order has not been picked yet we amend or cancel it and refund you in full. Once it has shipped, our 30-day money-back guarantee takes over.
Split shipments
If your order contains items held separately we may send it in more than one parcel, at no extra cost to you, each with its own tracking number.
Paying for your order
We accept all major credit and debit cards, PayPal, Klarna, Zip and Clearpay. Card and PayPal orders are processed instantly and ship fastest. Bank transfers ship once funds clear.
What happens after it arrives
- 30-day money-back guarantee. Changed your mind? Send it back. See Refunds & Returns.
- 3-year limited warranty on the Dr. Pen A20, and a 1-year limited warranty on every other device, covering defects in materials and workmanship.
- Lifetime support. For as long as you own your device, our team helps you with needle depth, cartridge selection, technique, aftercare and troubleshooting. Unlimited. It does not expire, and it does not cost anything.
That last one is the part most sellers do not offer. A microneedling pen is not a product you use once — it is a routine. We stay with you for it.
Talk to us
Email: support@drpenstore.com
Hours: Monday–Friday 09:00–17:00, Saturday 09:00–13:00 (UK time)
Registered address: Automotion Studio Ltd, trading as Dr. Pen Store, 8 Barber Close, Armthorpe, Doncaster, England, DN3 2FN
We reply to every email. If you have not heard back within one working day, send it again — it means we did not receive it.
