Shipping policy

Order processing

Our ordinary time to prepare an in-stock order for shipment is 1–2 business days. Processing time is separate from carrier delivery time. Orders placed on weekends or federal holidays begin processing on the next applicable business day.

Shipping charges and free shipping

Available services and charges are shown at checkout for the delivery address. Orders over US$200 qualify for free standard shipping under the following calculation and destination rules: the US$200 threshold is assessed against the order subtotal after discounts for each order at checkout; it applies to Standard delivery to U.S. addresses and to standard international delivery; and each recurring subscription order is assessed the same way at each renewal. An order that does not meet those rules is charged the amount shown before purchase.

Delivery estimates

A delivery estimate is the carrier transit period after shipment, not the processing period. Any available estimate is shown at checkout or in the shipment confirmation. Carrier schedules, holidays, weather, customs and remote-area conditions can affect delivery, but handing a parcel to a carrier does not exclude any responsibility Progurt retains under applicable law.

Delays and your choice

If we cannot ship within the time stated or, where no time was stated, within the period required by applicable law, we will send a delay notice with a revised shipment date and explain your right to consent to the delay or cancel the affected undelivered order for a prompt refund. If we cannot obtain required consent, we will cancel and refund as the law requires.

Tracking, lost parcels and damage

Where tracking is available, we send it after shipment. If tracking shows an unexplained delay or delivery but you cannot locate the parcel, contact us so we can investigate with the carrier. We remain responsible for loss or damage to the extent required by law and will provide an appropriate replacement, refund or other remedy. A photograph of transit damage can help the investigation but is not an absolute condition of a remedy.

Address errors and delivery problems

Check the address before ordering and contact us promptly if it is wrong. If shipment has not started, we will try to correct it. If the parcel has already left, we will work with the carrier where reasonably possible. Where a parcel is returned or requires re-delivery solely because the address you supplied was incorrect, we may require payment of the carrier’s recovery or re-delivery charge before re-sending, and we will tell you the amount first. We do not use this section to avoid responsibility for our own addressing or fulfillment error.

Domestic and international delivery

We deliver within the United States and to most countries worldwide. The checkout shows whether we deliver to your address.

International orders ship from our warehouse in Japan.

European Union (personal orders): duties and taxes are included. We pay all import duties, import taxes and carrier clearance fees for you. You pay nothing on delivery.

Other countries: your country may charge import duties, import taxes (such as VAT or GST) and a carrier clearance fee. They are not included in your order. The carrier will ask you to pay them before or on delivery. The amount is set by your country's customs and the carrier, not by us. Check your country's rules before you order.

Business orders: for wholesale and trade orders, the business that receives the goods is the importer. It pays the import duties, import taxes and carrier fees, in every country.

The value we declare to customs is the price you paid. We do not mark orders as gifts or samples, and we do not declare a lower value. Items we include free of charge are declared at their normal value. Customs may add the cost of transport to the value.

Refused or unclaimed international parcels

If you refuse or do not collect a parcel, or you do not pay import charges that are yours to pay, the carrier treats it as a refused delivery.

  • Parcels to the European Union and the United Kingdom are destroyed. They are not returned.
  • Parcels to the United States are returned to us.
  • For other countries, we decide with the carrier, case by case.

In that case, we refund the price you paid for the products, less:

  • the original shipping cost, including when shipping was free to you;
  • any duties, taxes or carrier fees charged to us for the parcel and not recovered;
  • the cost of the return or of destroying the parcel.

If those costs are more than the product price, we do not refund the products. We do not charge you the difference.

To ask for a refund on a refused parcel, email support@progurt.com within 30 days of the refusal. Include your order number.

If you want to cancel an international order, tell us before it ships. Orders that have not shipped are refunded in full.

These terms apply to the extent the law that protects you allows. If you have a non-waivable right (for example a statutory right to withdraw from a distance purchase), that right applies and these terms do not reduce it.

Contact

For shipping help, email support@progurt.com and include your order number.

Last updated: October 14, 2026