Shipping and Returns
Successful photobiomodulation treatment involves much more than simply purchasing a device. Every eligible device purchased through tracydonegan.org includes a personalized treatment protocol that's individually developed based on your medical history, symptoms, treatment goals, clinical assessment, and the specific photobiomodulation device you've purchased.
Our goal is to ensure you receive not only your device, but also the individualized guidance you need to begin treatment with confidence. The overview below explains what you can expect throughout the order fulfillment process, from purchase through delivery of your personalized treatment protocol.
Your Treatment Journey
1. Purchase Your Device
Purchase an eligible photobiomodulation device through tracydonegan.org.
2. Complete a One-Question Form
Your order confirmation email includes an Action Required section with a link to a single question that helps us determine which clinical assessment is most appropriate for your condition and treatment goals.
3. Complete Your Clinical Assessment
We'll email you a link to your personalized clinical assessment, where you'll provide detailed information about your medical history, symptoms, treatment goals, previous treatments, and any supporting documentation.
4. Clinical Review & Protocol Preparation
Tracy personally reviews your completed assessment and prepares your individualized photobiomodulation treatment protocol based on your unique clinical profile.
5. Protocol & Device Delivery
We coordinate shipment of your device with preparation of your personalized treatment protocol whenever possible, with the goal of delivering your protocol before, or as close as reasonably possible to, the arrival of your device.
6. Begin Treatment with Confidence
Once your device and protocol have been delivered, you'll have everything you need to begin treatment with confidence using guidance that's been developed specifically for you.
The sections below explain each stage of this process in more detail, along with our shipping, return, exchange, and refund policies.
Order Processing
After placing your order, your first step is to complete a brief, one-question form. Your order confirmation email includes an Action Required section with a link to this form, which helps us determine which clinical assessment is most appropriate for your condition and treatment goals.
Once you've submitted the form, we'll email you a link to your personalized clinical assessment. After we've received your completed assessment, we'll begin the clinical review process and prepare your personalized photobiomodulation treatment protocol.
Your device will then be prepared for shipment, with the goal of delivering your personalized treatment protocol before, or as close as reasonably possible to, your device's arrival.
Clinical Assessment
Your personalized treatment protocol is developed using the information you provide in your clinical assessment. This assessment is a critical part of the personalization process and provides the information needed to develop a treatment protocol that's tailored to your individual circumstances rather than relying on generic treatment guidance.
Depending on your condition and treatment goals, your assessment may include questions about your medical history, current symptoms, previous treatments, medications, relevant diagnoses, lifestyle factors, and other information that may influence your treatment protocol. Some assessments also provide the opportunity to upload photographs or supporting medical documentation when appropriate.
To avoid unnecessary delays, we encourage you to complete your clinical assessment as soon as possible after receiving it.
Clinical Review & Protocol Preparation
Once your completed clinical assessment has been received, Tracy personally reviews the information you've provided before developing your personalized treatment protocol. This review considers your medical history, current symptoms, treatment goals, previous treatments, and any supporting documentation you've submitted.
Your completed protocol includes both an individualized assessment review and a personalized photobiomodulation treatment protocol. The assessment review summarizes the key factors that influenced your treatment plan, while the protocol itself provides detailed instructions for using your device, including treatment locations, session duration, treatment frequency, operating mode, power settings (where applicable), and other condition-specific guidance.
Every protocol is individually prepared by Tracy for the person receiving it. It is never generated from a standard template or delegated to automated software. Instead, your protocol is developed specifically for your condition, your treatment goals, and the photobiomodulation device you've purchased.
Preparation typically takes 5 to 7 business days from the date we receive your completed clinical assessment, although many protocols are completed sooner. If additional information or clarification is needed during the review process, we'll contact you by email or text. Any additional information requested may extend the preparation timeline.
Protocol Delivery
Once your personalized treatment protocol has been completed, you'll receive an email with a link to securely access and review it online. Before accepting your protocol, you'll be asked to review and acknowledge the accompanying Terms and Conditions.
Your protocol is individually prepared for your personal use and contains copyrighted material belonging to Tracy Donegan. It may not be copied, shared, distributed, published, or used by another person. Acceptance of the Terms and Conditions confirms your understanding of these restrictions.
After accepting your protocol, you'll receive a separate email containing your finalized protocol as a PDF attachment. We recommend keeping this email and PDF for your records so you can refer to your protocol throughout your treatment.
Your protocol also includes a link to our Treatment Check-In form. This form may be used if you need clarification about the instructions in your protocol, have a question about using your device, or need to report an issue that may affect how your treatment is being carried out. After reviewing your submission, we'll respond by email.
The Treatment Check-In form is intended to support the correct use of your personalized treatment protocol. It does not include ongoing clinical guidance, coaching, or consultation services.
Delayed or Incomplete Assessments
Preparation of your personalized treatment protocol cannot begin until we have received your completed clinical assessment. If you delay submitting your assessment, preparation and delivery of your protocol will also be delayed.
If your assessment is incomplete or we need additional information before your protocol can be prepared, we'll contact you by email or text. Your protocol timeline will resume once the requested information has been received.
Shipping
We coordinate shipment of your device with preparation of your personalized treatment protocol so you receive both as close together as reasonably possible. Our goal is for you to have your protocol available before, or as close as reasonably possible to, the arrival of your device so you can begin treatment with confidence from day one.
Once your order has shipped, you'll receive a shipment confirmation email containing your tracking information. Delivery times vary depending on your destination and the shipping service selected at checkout.
While we make every effort to process and ship orders promptly, shipping carriers occasionally experience delays that are outside of our control. Delivery estimates provided by the carrier are not guaranteed.
International Orders
We proudly ship to many countries around the world. Please note that international shipments may be subject to import duties, taxes, customs fees, brokerage fees, or other charges imposed by your country's customs authority. These charges are the responsibility of the recipient and are not included in the purchase price or shipping charges unless otherwise stated.
International delivery times vary by destination and may be affected by customs clearance procedures, which are outside of our control. In some countries, customs authorities may contact you to request additional information or documentation before your shipment can be released for delivery.
If an international shipment is refused, abandoned, or returned because required customs duties, taxes, fees, or requested documentation were not provided by the recipient, any return shipping charges, customs fees, or other costs incurred will be deducted from any applicable refund.
Defective Products
If your device arrives with a manufacturing defect or develops a defect covered under the warranty period, please contact us as soon as possible. Include your order number, a description of the issue, and, when possible, photographs or a short video demonstrating the problem.
We'll review the information provided and, if needed, may ask for additional details to help diagnose the issue. If a manufacturing defect is confirmed, we'll work with you to repair or replace the device in accordance with the terms of the applicable warranty.
Please do not return a device until you've contacted us, as we'll provide the appropriate instructions based on your specific situation.
Physical Damage Not Covered
Our warranty does not cover damage resulting from misuse, accidents, improper handling, unauthorized modifications, normal wear and tear, or failure to follow the instructions provided with your device.
If your device arrives damaged as a result of shipping, please contact us as soon as possible after delivery. Include photographs of the shipping box, packaging materials, and the damaged device so we can work with the shipping carrier to resolve the issue.
If you're unsure whether an issue is covered under warranty, please contact us before attempting any repairs. We'll be happy to review the situation and help determine the most appropriate next steps.
Returns
If you'd like to request a return, please contact us. We'll work with you to confirm whether your order is eligible under our return policy and, if so, guide you through the return process.
Approved returns must be sent back in their original condition and include the device, all accessories, documentation, protective materials, and the original packaging. Devices that have been damaged, modified, or returned with missing components may not be eligible for a refund or may be subject to a reduction in the refund amount.
Unless the return is the result of a confirmed manufacturing defect or an error on our part, the cost of return shipping is the responsibility of the customer.
After your device has been received and inspected, we'll notify you of the outcome and, if applicable, begin processing your refund in accordance with the Refunds section below.
Refunds
Once your returned device has been received and inspected, we'll notify you that your return has been processed. If your return is approved, your refund will be issued to the original payment method used for the purchase.
Most refunds appear within a few business days after they've been processed; however, processing times vary between banks and credit card providers. If you haven't received your refund within 7 business days of being notified that it has been processed, please contact us and we'll be happy to assist.
Original shipping charges, return shipping costs, customs duties, taxes, brokerage fees, and other non-refundable charges may not be included in your refund unless the return is the result of a confirmed manufacturing defect or an error on our part.
Personalized Treatment Protocols & Refunds
Every device purchased through tracydonegan.org includes a personalized treatment protocol prepared specifically for you following a detailed clinical assessment and professional review of your medical history, symptoms, treatment goals, and other relevant information.
Your personalized treatment protocol is an individualized professional service. Once preparation of your protocol has begun, the clinical work performed on your behalf cannot be returned, transferred, or reused for another client.
If you request to return your device before work has started on your personalized treatment protocol, you may be eligible for a full refund in accordance with our return policy.
If work on your personalized treatment protocol has already begun, or if your protocol has already been delivered, the current purchase price of a Personalized Treatment Protocol will be deducted from any eligible refund issued for the physical device. This reflects the professional clinical service that has already been completed and provided to you.
If you're considering a return and have questions about how this may affect your refund, please contact us before requesting a return. We'll be happy to explain how the process applies to your specific order.
Contact Us
If you have any questions about your order, shipping, delivery, returns, refunds, or your personalized treatment protocol, please contact us. We'll do our best to respond promptly and help resolve your question.
If you're contacting us about an existing order, please include your order number so we can assist you as efficiently as possible.