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. Tell Us About Your Primary Treatment Goal
Your order confirmation email includes an Action Required section with a link to a one-question form. This helps us determine which clinical assessment is most appropriate for your condition and treatment goals.
3. Complete Your Clinical Assessment
We'll email you the most appropriate clinical assessment, where you'll provide detailed information about your medical history, symptoms, treatment goals, previous treatments, and any supporting documentation.
4. Review & Accept the Terms & Conditions
Once you've completed your clinical assessment, we'll email you a link to review and accept the Terms & Conditions governing the preparation, delivery, and use of your personalized treatment protocol.
5. Clinical Review, Protocol Preparation & Delivery
Once you've accepted the Terms & Conditions, Tracy will personally review your completed clinical assessment and prepare your personalized treatment protocol. Your protocol will typically be delivered by email as a PDF attachment within 5 to 7 business days. We coordinate shipment of your device so your protocol is available before your device arrives, allowing you to begin treatment with confidence from day one.
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 the most appropriate clinical assessment. After you've completed your clinical assessment, we'll email you a link to review and accept the Terms & Conditions governing the preparation, delivery, and use of your personalized treatment protocol.
Once you've accepted the Terms & Conditions, Tracy will personally review your completed clinical assessment and prepare your personalized treatment protocol.
We coordinate shipment of your device so your protocol is available before your device arrives, allowing you to begin treatment with confidence from day one.
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 prepare 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. Once you've completed your clinical assessment, we'll email you a link to review and accept the Terms & Conditions governing the preparation, delivery, and use of your personalized treatment protocol.
Clinical Review & Protocol Preparation
Once you've accepted the Terms & Conditions, Tracy personally reviews your completed clinical assessment before preparing 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 you accept the Terms & Conditions, 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.
Protocol Delivery
Once your personalized treatment protocol has been completed, you'll receive it by email as a PDF attachment.
Your personalized treatment protocol is individually prepared for your personal use and contains copyrighted material belonging to Tracy Donegan. Before your protocol is delivered, you'll be asked to review and accept the Terms & Conditions governing its preparation, delivery, and use.
Your protocol may not be copied, shared, distributed, published, or used by another person. Acceptance of the Terms & Conditions confirms your understanding of these restrictions.
We recommend saving the 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 you've completed your clinical assessment and accepted the Terms & Conditions governing the preparation, delivery, and use of your personalized treatment protocol.
If you delay completing either of these steps, preparation and delivery of your protocol will also be delayed.
If your clinical assessment is incomplete or we require additional information before your protocol can be prepared, we'll contact you by email or text. Once we've received the information we need, preparation of your personalized treatment protocol will continue.
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 your protocol to be 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 eligible device purchased through tracydonegan.org includes a personalized treatment protocol prepared specifically for you following completion of your clinical assessment, acceptance of the Terms & Conditions, and Tracy's professional review of your medical history, symptoms, treatment goals, and other relevant information.
Your personalized treatment protocol is an individualized professional service. Once you've accepted the Terms & Conditions and 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 you've accepted the Terms & Conditions and work on your personalized treatment protocol has begun, you may be eligible for a full refund in accordance with our return policy.
If preparation of 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.