Shipping & Refund Policy

Shipping Policy

Package Protection

What is LABL Protect?

LABL Protect is an optional service that provides coverage for your shipments against lost, stolen or damaged orders while in transit. It offers peace of mind by ensuring that you receive a replacement or refund for the value of the item if it is lost, stolen or damaged while in transit to your address.

How does LABL Protect work?

When you opt into LABL Protect at the time of purchase, it adds an additional layer of security to your order. If you package is lost, stolen or damaged during shipment, you can contact the merchant you ordered from directly and they can submit a claim in your behalf or you can fill out a claim form to submit your claim on your own. 

Do I have to pay extra for LABL Protect?

Yes, LABL Protect is an optional service, and there is an additional fee associated with this product. The cost is calculated based on the total value of your order. 

What does LABL Protect cover?

LABL Protect covers the following scenarios:

• Lost: If your package is lost in transit
• Theft: If your package is stolen after delivery
• Damage: If your package arrives damaged

If I have an issue with my package (lost, damaged, etc.), how do I file a claim?

Please file a claim here or contact customer service at info@motivoscarcare.com

How long do I have to wait to know if my claim has been approved?

Our average response time for claims review is 1 business day. Please note that claims submitted outside our hours of operations may experience a delay.

• Lost Orders - Claims must be filed 7 days after last date of tracking update.

• Stolen Orders - Claims must be filed 5 days after the date of delivery.

• Damaged Orders - Claims can be submitted immediately upon discovery. Photos of damaged products will need to be submitted.

What is not covered by LABL Protect?

LABL Protect does not cover the follow:

• Claims for packages delivered to an incorrect address due to an error on the customer’s part
• Cosmetic damage 

Is there a time limit for filling a claim?

Yes, you must file a claim here within 15 days of the item’s last tracking update, of when it was marked as delivered, and of receiving a damaged item. It is important to report the issue as soon as possible to ensure a quick resolution.

How long does it take to process a claim with LABL Protect?

You should find out if your claim has been approved within just a few hours of the merchant or you submitting a claim. Reorders are placed at time of approval as well. 

What happens after a claim is approved?

When your claim has been approved, you will be eligible for a refund or a replacement on the lost, stolen or damaged item. 

Can I add LABL Protect to my order after purchase?

Unfortunately, you cannot add LABL Protect after an order has been placed. You must opt into this service at time of purchase.

Can I cancel or get a refund for LABL Protect?

If you cancel your purchase prior to your order shipping, you will receive a refund for LABL Protect. However, LABL Protect is not refundable if the order has shipped. 

Domestic Shipping Rates and Estimates

All orders are shipped via USPS.

Free shipping will be applied to all orders over $50.

You may upgrade to Priority or Expedited shipping for an additional fee. Shipping charges for your order will be calculated and displayed at checkout. Please note that delivery estimates are in business days and do not include weekends and holidays. 

All orders are processed within 24 - 48HRS (excluding weekends and holidays). Please be aware that orders may experience longer than normal processing and delivery times during holidays.

You’ll receive an order confirmation email upon completing your order. Once processed, you will then receive a shipping confirmation email. This email will include your tracking information.

All orders placed on www.motivoscarcare.com are shipped from Central, New Jersey.

All orders placed on Amazon are shipped from an Amazon FBA Center.

International Shipping

We do not currently offer shipping outside of the USA. We are working on this!

If you have any questions, please contact us at info@motivoscarcare.com

Refund Policy

Due to the nature of the product and for sanitary reasons, we cannot allow refunds or exchanges on any products that have been opened or used.

*Unused product: Any unopened Motivo Scar Care™ boxes containing the unbroken sealed roll of tape. Partial boxes with opened rolls will not be accepted.

*Topical products will not be accepted for returns by any means due to sanitary reasons.

• We only accept returns or exchanges for orders that were purchased directly from our website. For Amazon returns, you will need to process the return through your Amazon account.
• Upon return of unused or unopened product, a refund will be issued. Refunds will only be provided for products that were unopened or unused. The refund request must be made within 30 days after purchase with proof of purchase.
• If you purchased Motivo Scar Care™ product(s) from another provider, please contact the point of purchase directly for refunds.
• Exchanges can be made for products damaged by filing a claim.
• Exchanges for different colors of Motivo Scar Care™ - Scar Tape will only be processed if the tape seal has not been broken. If you would like a different color, please contact Motivo Scar Care™ to return the unwanted color. Returns and Exchanges must be made within 30 days after purchase.
• Complaints or product issues should be communicated via email info@motivoscarcare.com for product replacement or refund.
• We are not responsible for Lost or Stolen packages that have not been protected by LABL. To get a replacement product sent, please follow the above procedure. 
• Returns or refunds are not accepted after 30 days from the purchase date.
• Return shipping is at the cost of the consumer.
• Refunds will be applied to the original method of payment used to make the purchase within 5 business days.
• Our Scar Tape - Sample Packs are NOT eligible for a return, refund, or exchange under any circumstance.