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Frequently Asked Questions (FAQs)

How do I contact you?

For all inquiries, please send an email to support@themedsquad.com. We will respond within 24-48 business hours. Our business hours are Monday - Friday 10AM - 6PM EST. 

How long will it take to receive my order?

If you ordered a personalized item, it will reach you in 4-5 weeks. 

The Med Squad is ran by a very small team and things are a little backed up due to COVID-19. We expect most orders to ship in 3-4 weeks. You’ll automatically receive a tracking link as soon as your order ships. Nothing to do on your part.

Once produced, it will be shipped out via USPS First Class Mail. Our unique relationship with suppliers allows us to offer direct shipping from the factory, cutting costs and environmental impact dramatically. 

How can I track my order?

Once your order has been shipped, you will automatically receive an email with your order details and USPS tracking number. For questions regarding shipping and order tracking, feel free to email us at support@themedsquad.com.

My package has not arrived yet, is this normal?

Due to high seasonal demand, shipping may be delayed. If you have any questions or concerns about your order, please email us at support@themedsquad.com

My order arrived damaged, can I get a refund?

In rare cases, products may become damaged in transit. If that's the case, please email us at support@themedsquad.com with pictures of the damage and we will replace your order or issue you a full refund immediately.

I need to cancel / modify my order, what do I do?

If you purchased a personalized item and wish to cancel / modify your order, please contact us ASAP! Order change requests must be submitted within 48 hours once you place your order. Once 48 hours have passed, we cannot guarantee that your order can be canceled or modified. We will do our best to cancel the order before the item is created. Once a personalized item has been created, the order cannot be canceled.

I am not satisfied with my order, can I return it?

Since each necklace is personalized and made to order, we do not accept returns. In the case that we made a mistake with your order, email us at support@themedsquad.com and we will make it right. We rely on repeat business and will do everything we can to make sure you are satisfied.

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