Shipping Policy
to dispatch
delivery, US
delivery, international
Work down from the top. At each step, take the branch that matches your order and stop when you reach an answer. Most orders resolve in the first two steps.
How many business days since you ordered?
Business days are Monday to Friday. Weekends do not count.
Your order is on schedule. We dispatch within 1 to 5 business days. Your tracking number is emailed to the address you used at checkout the moment your order leaves us. Nothing to do.
Check your junk and spam folders first. Shipping confirmations are filtered there routinely, and this is the answer far more often than not. If it genuinely is not there, email us and we will locate it and resend.
We already know, and it is already escalated. Anything that has not moved by the sixth business day goes to our fulfilment team automatically. Allow three further business days, within which we will email you an update and your tracking number. You do not need to chase it.
Your order has shipped. Where is it in the window?
Delivery windows are counted from the day of dispatch, not the day you ordered.
On schedule, even if tracking looks frozen. Quiet tracking inside the window is expected. See the four reasons below.
Allow another five business days. Orders that run long typically arrive on or shortly after the 20th or 25th business day.
Now it is ours to solve. Delays this long are monitored by our team and escalated to our fulfilment manager. We investigate and follow up by email within two to five business days. Nothing is required from you in the meantime.
Separately: if 30 days from purchase have passed and your order has not arrived — and tracking does not show it as delivered — you are entitled to a free replacement. See the refund policy.
Why tracking goes quiet inside the window
Four ordinary causes, none of which mean your order is lost.
- The first scan happens late. Often it does not occur until your parcel reaches a regional hub near you. During peak periods, when carriers process parcels in bulk, that can take a while — and until that first scan, the carrier has not formally confirmed receipt.
- The first scan happens at delivery. On some routes it is the only scan there will be.
- The tracking database lags. The record updates behind the parcel's actual position.
- The shipment is not trackable at all. Standard International in particular. Your order is still in transit and will arrive by the 20th or 25th business day at the latest.
Every window, for reference
| Service | US | International |
|---|---|---|
| Dispatch all orders | 1–5 days | |
| Standard delivery | 7–20 days | 10–25 days |
| Free Shipping | 7–25 days | |
| Expedited when offered | 7–15 days | 10–20 days |
All figures in business days.
Free and expedited shipping
Delivers within 7 to 25 business days. To keep it free we route these orders by the most cost-effective method available, so dispatch can take longer than you might expect. An order that has not shipped yet is still on schedule and will arrive inside that window.
Offered rarely — keeping our pricing where it is depends on not routing orders this way as a matter of course. When available it appears at the shipping step during checkout. Delivery runs 7 to 15 business days in the US and 10 to 20 business days internationally.
How your delivery date is calculated
Projected dispatch date, plus transit time. That is the whole formula.
- Transit time depends on the shipping speed you select.
- We count it in business days and exclude Saturdays and Sundays, unless a weekend delivery option was offered to you at checkout.
- Public holidays are factored in.
- An “order within” countdown, where shown, is the window in which you must order to receive it by the date displayed. That date can still change before you complete checkout.
- The date confirmed in your order confirmation email is the one that counts.
Email us with your order number and we will pick it up from there.
support@atomcule.comRefund policy • Track your order • Contact
Theo Bergman — Customer Care Lead, atomcule®