Shipping Policy

Last updated: August 25, 2026

Protocol Recovery is committed to getting your recovery equipment to you safely, on time, and in the condition you'd expect from a premium investment. This policy explains how we process, ship, and deliver every order — including the complimentary White-Glove Freight Delivery included with our larger equipment.

Order Processing

Orders are processed within 1–3 business days of purchase, Monday through Friday, excluding holidays. You'll receive an order confirmation immediately, followed by a separate shipping confirmation once your order leaves our warehouse or a partner facility.

Custom, made-to-order, or backordered items may require additional processing time — see Backorders & Preorders below.

Shipping Methods

Our catalog spans everything from compact recovery tools to full-size saunas and hyperbaric chambers, so we ship two ways depending on the product:

• Standard Parcel — smaller items (accessories and select massage or compression devices) ship via major parcel carriers (UPS, FedEx, or USPS).
• Freight / White-Glove Delivery — larger equipment (saunas, cold plunges, hyperbaric chambers, massage tables, and similar) ships via LTL freight carrier, with White-Glove Delivery included at no additional cost. Freight is built into your product price — the price you see at checkout is the price you pay.

What White-Glove Delivery Includes

• Delivery to the room of your choice, as accessible by the delivery team
• Unboxing and removal of packaging and debris
• Placement of the unit in your desired location

What it doesn't include: electrical or plumbing hookup. Many saunas and cold plunge systems require a dedicated circuit or water line. Check the Installation & Electrical tab on your product page for specs, and plan to have a licensed electrician or plumber available if your unit needs one.

Delivery Timeframes

• Standard Parcel: typically 3–7 business days from ship date.
• Freight / White-Glove: typically 2–4 weeks from ship date, depending on your location and carrier scheduling. Once your order reaches the local freight terminal, the carrier will call to schedule a delivery appointment — please keep your phone number current at checkout so this call doesn't get missed.

Delivery estimates aren't guaranteed and can shift with carrier volume, weather, or remote locations. If we expect a significant delay, we'll contact you with an updated timeframe and the option to cancel for a full refund.

Order Tracking

Tracking information is emailed as soon as your order ships. Freight orders include a carrier reference number rather than door-to-door tracking, since final delivery is scheduled directly with you by phone.

Inspecting Your Delivery

Please inspect freight deliveries before signing the delivery receipt:

1. Check the outer packaging for visible damage.
2. If you see damage, note it in writing on the delivery receipt (Bill of Lading) before signing, and take photos.
3. If damage is severe, you're within your rights to refuse the shipment — contact us right away and we'll arrange a replacement.
4. For damage discovered after unpacking, contact us within 48 hours with photos so we can file a freight claim on your behalf.

Signing the delivery receipt without noting visible damage can limit our ability to win a freight claim, so this step is worth the extra two minutes.

Delivery Address Requirements

• We ship to physical street addresses only — freight carriers can't deliver to P.O. Boxes, APO/FPO addresses, or mail-forwarding services.
• Confirm your delivery path (driveways, doorways, stairwells, elevators) can accommodate your item's crated dimensions, not just its assembled size — crated dimensions are listed on each product page.
• If a delivery attempt fails because the address is inaccessible or no one is available during the scheduled window, redelivery fees may apply.

Undeliverable or Refused Shipments

If a shipment is refused, undeliverable, or returned to us for reasons other than damage or defect, return freight costs and a restocking fee may be deducted from your refund. See our Return & Refund Policy for full details.

Backorders & Preorders

If an item is backordered or available for preorder, that will be noted on the product page and at checkout along with an estimated ship date. We'll email you if that date changes.

Hyperbaric Chambers

Given their size and specialized handling, hyperbaric chambers typically carry longer processing and freight transit times than the rest of our catalog. Site preparation details (space, power, and access requirements) are provided after purchase — reach out before ordering if you'd like to review these in advance.

Where We Ship

We currently ship to the contiguous United States only. We're not yet able to ship to Alaska, Hawaii, U.S. territories, or international addresses. If you're outside this area, contact us — we may still be able to work something out.

Changing or Canceling an Order

Reach out as soon as possible if you need to update a shipping address or cancel an order. We can usually accommodate changes before an order ships; once an item has left our warehouse or entered freight transit, changes may no longer be possible.

Questions?

We're glad to help. Contact us at info@protocolrecoveryshop.com and we'll get back to you within 1 business day.