Shipping policy

Last updated: 18 September 2026

Thank you for shopping with OnyGuard. This policy explains how and when your order is sent, what it costs, and what happens if something goes wrong. It forms part of our Terms of Service.

OnyGuard is operated by Prolong Lab, UAB.

In short


Shipping cost	Free on every order
Processing	1–2 business days
United States	2–5 business days after dispatch
Canada and Australia	7–14 business days after dispatch
Tracking	Emailed as soon as your order ships
Customs and duties	Payable by the customer on orders outside the United States

1. Where we ship

We currently ship to the United States, Canada and Australia.

If your country is not available at checkout, we do not ship there yet. Orders placed for delivery outside the countries we serve will be cancelled and refunded in full.

Orders are dispatched from our fulfilment partner's warehouses in the United States.

2. Processing and dispatch

Orders are processed within 1–2 business days.
Orders are not processed, dispatched or delivered on weekends or public holidays.
Orders placed late in the day, or over a weekend or holiday, begin processing on the next business day.
You will receive a dispatch confirmation email with tracking as soon as your order leaves the warehouse.

During sale periods and promotional peaks, processing can take longer. Where we expect a material delay, we will tell you by email.

3. Delivery estimates

Times below are after dispatch, not from the moment you order. Add processing time from Section 2.

Destination	Estimated delivery
United States	2–5 business days
Canada	7–14 business days
Australia	7–14 business days

These are estimates, not guarantees. Delivery can be affected by customs clearance, carrier backlogs, weather, remote delivery addresses and local postal performance. Deliveries to Alaska, Hawaii, United States territories and remote or rural addresses in any country typically take longer.

4. Shipping cost

Shipping is free on every order, to every country we serve. There is no minimum order value and no shipping charge is added at checkout.

This does not include customs duties or import taxes — see Section 8.

5. Tracking your order

Once your order ships you will receive an email containing your tracking number and a tracking link.

Tracking information can take 24–48 hours to start updating after you receive it. If your tracking link does not work, or you did not receive one, email support@onyguard.com with your order number and we will resend it.

6. Split shipments

If your order contains several items, they may ship separately depending on stock and warehouse location. You will receive separate tracking for each shipment. You are not charged extra for a split shipment.

7. Changing or cancelling an order

Our warehouse processes orders quickly, which limits how long we can intervene.

To change an order — including items, quantity or delivery address — contact us within 5 minutes of placing it at support@onyguard.com with your order number. We will try, but we cannot promise the change will be possible.
To cancel an order, contact us within 20 minutes of placing it.
We cannot change a delivery address once an order has been dispatched.

Once an order has entered processing or been passed to the warehouse, we can no longer modify or cancel it. You can still return it once it arrives — see our Return & Refund Policy — and our 90-day money-back guarantee still applies.

For subscription orders, see our Cancellation Policy.

8. Customs, duties and import taxes

For deliveries to Canada and Australia, any customs duties, import taxes, goods and services tax, brokerage or handling fees charged by the destination country are the responsibility of the customer. These are set by your government, not by us, and are not included in the price you pay at checkout.

We cannot predict these charges in advance, and we cannot reimburse them.

If you refuse a parcel because of customs charges, or the parcel is returned to us because those charges were not paid, we will refund the product price less our outbound shipping cost and any carrier return fee. We recommend checking your country's import thresholds before ordering.

We declare all shipments accurately and at their full value. We cannot mark a parcel as a gift, understate its value, or alter customs paperwork, and we will not do so on request.

9. Delivery addresses

Please check your address carefully before completing checkout. We are not responsible for orders delivered to an incorrect or incomplete address supplied by the customer.
Where a parcel is returned to us because the address was wrong or incomplete, we will refund the product price less our outbound shipping cost and any carrier return fee, or resend it once you pay the reshipment cost.
We can deliver to most PO boxes and to APO, FPO and DPO addresses in the United States, though delivery to those addresses usually takes longer.

10. Lost, delayed or damaged parcels

Delayed. If your order has not arrived within the estimated window:

Check the tracking link in your dispatch email — most delays resolve on their own.
Check with neighbours and around your property; carriers often leave parcels in a safe place.
If more than 14 business days have passed since dispatch, email support@onyguard.com and we will open an investigation with the carrier.

Lost. Where a parcel is confirmed lost in transit, we will resend it at no cost or refund you in full — your choice.

Marked delivered but missing. If tracking shows delivery but you do not have the parcel, tell us within 7 calendar days of the delivery scan and we will investigate with the carrier.

Damaged. If your order arrives damaged, email support@onyguard.com within 7 calendar days with photographs of the packaging and the product. See our Return & Refund Policy.

11. Returns

This policy covers outbound delivery only. For returns, refunds and our 90-day money-back guarantee — including who pays return shipping and how to get a return authorisation — see our Return & Refund Policy.

Do not send anything back without a return authorisation. Returns sent to the address on your parcel, or to an address from a previous order, cannot be processed.

12. Unauthorised resale

Our products are sold for personal use only. We may cancel, refuse or limit any order we reasonably believe is placed for the purpose of resale or redistribution, including orders for unusual quantities or to known reseller addresses. See Section 22 of our Terms of Service.

13. Your rights under local law

Nothing in this policy limits any right you have under the consumer law of your own country, state or province.

United States. Where we cannot ship within the time stated, we will notify you and offer you the choice of agreeing to a new date or cancelling for a full refund, as required by the Federal Trade Commission's Mail, Internet, or Telephone Order Merchandise Rule.

Australia. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law, including that goods will be delivered within a reasonable time.

Canada. Nothing in this policy limits your rights under applicable federal or provincial consumer protection legislation.

14. Changes to this policy

We may update this policy at any time. The version published when you placed your order governs that order.

15. Contact

Questions about shipping or a delivery?

Prolong Lab, UAB (trading as OnyGuard) Dominikonų g. 11, LT-01131 Vilnius, Lithuania Email: support@onyguard.com Telephone (toll-free, United States): +1 (888) 530-7470

These statements have not been evaluated by the Food and Drug Administration. Our products are not intended to diagnose, treat, cure or prevent any disease.