General Shipping Policy
Our shipping charges are based on preferred rates with FedEx, UPS or US Postal Service rates, which are based on package weight, size, distance shipped, and volume. PRG offers a variety of methods and vendors to ship worldwide, and we do our best to keep shipping costs as low as possible. Delivery times are not controllable by PRG and will vary from vendor to vendor due to their particular structure and factors like weather, airfield lockdown, acts of God, etc.
Depending on the address and region, orders to be shipping out of the 48 contiguous United States are sent by way of international carriers, and these shipments are not eligible for overnight shipments from any carrier. Deliveries to areas that are part of the United States but outside of the 48 contiguous regions will be shipped by way of USPS, if this does not work for your location, please contact Customer Service. Unfortunately, if you choose Priority Mail (USPS) there is no accurate means of tracking the order while in transit. Please note that all A.P.O., D.P.O. and F.P.O. shipments must go by way of USPS only.
Delivery and Lead Time
Every day orders for items that are in stock are usually shipped within 24 to 48 hours, excluding weekends. Orders taken during sales may incur a delay due to the volume of customer reaction, however, we do our best to anticipate those delays and make it a point to call out possible delays in our email notification and/or website banners. Usually, orders completed on weekends ship out Monday through Friday at around 4:30 pm EST. If an order is placed before 12 PM EST, the order may ship out that same day.
Express shipping (Next Day, 2nd Day, 3rd Day)
These orders are given top priority in our shipping queue. Express orders for items that are in stock are ordinarily shipped within 24 hours, excluding weekends. Again, barring exceptions, these orders ship out Monday through Friday at around 2:30 PM EST. If an express order is placed before 12 PM EST, it will usually ship out that same day.
Freight Forwarding (International Customers)
All orders, placed by any customer that is sent to a freight shipping facility or a freight shipper (also known as "freight forwarders") are not under any protection or possibility of refund from PRG. These kinds of shipments should be insured by the customer to prevent any possibility of loss on their end. If insurance is something you would like to add to your order, please contact the sales department. PRG cannot be held liable for lost shipments when freight forwarders are involved.
Shipping time on backordered items vary depending on the items being manufactured and the current backlog on the shop floor. You will be contacted via phone or email if you order a backordered item. At this point, you can either choose to wait for the item or remove it from your order. If you decide to wait, the backordered item will ship out to you automatically just as soon as we get it back in stock. Due to availability and vendor issues, we can only provide an estimate as to when this will occur. Payments for backordered items are made upfront as part of the original order. This helps to keep shipping costs down, as it would be more expensive to charge for two separate shipments. If you choose to remove the back-ordered item from your order, a refund will be issued that is consistent with the original method of payment.
Returns and exchanges
Upon receipt, please inspect your purchase and notify us of any damages; we will arrange for an immediate replacement. Phokus will honor returns within 30 days of the purchase date but will not accept used returns.
You may return merchandise through the mail for a refund or exchange. Please have your order information (order number, name, and the product you wish to return) listed in your email to us. For detailed procedures for returning items through the mail, please contact us via email at firstname.lastname@example.org
We strive to create products that will last a lifetime. As we continue this journey, we are continuously modifying and improving our production and processes. If you experience any production flaws or construction issues, please contact us immediately.
Phokus Research Group guarantees the Wound Cube™, Wound Tube™, and Wound Club™ wound simulators to be free of manufacturer defects and to last a lifetime if used and cared for properly. Should a Wound Cube™, Wound Tube™, and Wound Club™ wound simulator not meet Phokus Research Group’s standard of quality at the time it is received, or if it wears out from regular use under normal conditions, we will replace the product. Damage resulting from improper handling or care, post-purchase modifications, alterations, negligence, and use for a purpose other than for which it was designed, are not covered by the Phokus Research Group Guarantee.
Acceptable Criteria Covered Under the Guarantee:
◊ Extreme Surface imperfections, such as gouges, slices or divots found at the time of purchase before use
◊ Worn out, blow out, torn or peeling inside or outside surface from regular use
◊ Wound Simulators purchased after September 1, 2019
Unacceptable Criteria Not Covered Under the Guarantee:
◊ Stains, or discoloration from use
◊ Tears in the body of silicone caused when using it as a doorstop or tire wedge. (USN)
◊ Damage from throwing your wound simulator at a friend (USMC)
◊ Improper cleaning i.e., harsh chemicals, damage from a washing machine, vacuum cleaner, etc. (USA)
◊ Damage from use other than bleeding control training
◊ Damage from outside elements or factors
◊ Wound Simulators purchased before September 1, 2019
◊ Wound Simulators marked as "2nd’s" at the time of purchase
◊ Wound Cube™, Wound Tube™, and Wound Club™ wound simulators purchased through resellers or third parties are not included under the Lifetime Guarantee.
If you would like to request a replacement, please contact us via the contact information listed here and include an image of your device. Phokus will review the submission, determine if the device falls under our Lifetime Guarantee criteria, and provide further instruction. You will receive a response to your inquiry within two business days.
For more information on returns and exchanges unrelated to the Wound Cube™, Wound Tube™, and Wound Club™ wound simulators warranty, please see our Returns and Exchanges Section.