Shipping policy
Last updated: October 29, 2026
This policy covers orders placed at www.doctorsbiome.com with NEWGEN27 LLC, doing business as Doctor's Biome ("Doctor's Biome", "we", "us").
1. Shipped cold
Doctor's Biome is a living, perishable food. Every order leaves in an insulated box with ice packs. If it arrives feeling less than cold, that is normal for shipping. Please unpack it the day it arrives and keep the bottles in the fridge.
2. When orders ship
We ship Monday to Thursday, between 11 a.m. and 1 p.m. Eastern Time, so a cold box never sits in a depot over a weekend.
- Orders placed by 10 a.m. Eastern Time, Monday to Thursday, usually ship the same day.
- Orders placed later, or from Friday to Sunday, ship on the next shipping day.
- We do not ship on carrier holidays, and we may hold an order for a day if a holiday would leave it in transit over a day with no deliveries.
3. Where we ship, how long it takes, and what it costs
We usually ship with UPS. Delivery times are counted from the day your order ships.
| Where | Method | Price |
|---|---|---|
| Contiguous United States and Washington, DC | Free Shipping, 1 to 3 business days | Free |
| Contiguous United States and Washington, DC | Expedited, next business day | $30 |
| Hawaii | Express | $50 |
| Puerto Rico, Northern Mariana Islands, Palau | Express | $50 |
| Canada | Economy International | $100 |
The price for your address is shown at checkout before you pay. We do not currently ship to Alaska, Guam, the US Virgin Islands, APO/FPO/DPO addresses, or countries other than those above.
Canada: prices do not include import duties or taxes. If any are charged, the carrier collects them from you on delivery.
4. Tracking
When your order ships we email you the tracking number. If you cannot find it, ask in the chat on our site or email support@doctorsbiome.com and we will send it again.
5. Subscriptions
Subscription orders ship every 30 or 60 days, on the same shipping days and terms as any other order. You can change your shipping address, skip a shipment or change the date from your account at doctorsbiome.com/account (Manage Subscriptions). Make address changes at least 2 days before your next charge date so they apply to that shipment.
6. Changing or cancelling an order
You can change the address on an order, or cancel it for a full refund, until it ships. Email support@doctorsbiome.com or call (631) 240-3066.
7. Late, lost, damaged or warm on arrival
If a bottle is broken or leaking, the wrong item arrives, or a delayed parcel arrives warm, contact us within 3 days of delivery with a photo and we will replace or refund it. If your tracking has not moved for 5 business days, or your order has not arrived 7 business days after it shipped (15 for Canada), we will replace or refund it. Full details are in our Refund Policy, section 4.
8. Contact
NEWGEN27 LLC DBA DOCTOR'S BIOME
support@doctorsbiome.com · (631) 240-3066