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If the questions below did not provide you with the necessary assistance, please contact customer service via email: firstname.lastname@example.org
I just placed an order, can I cancel it?
Unfortunately, we are unable to cancel an order once it has been submitted, as we cannot disrupt the workflow process fulfilled by our team. We strive to dispatch orders efficiently to meet the expectations of our valued clients.
I didn't receive a confirmation email, did my order go through?
On large releases, order confirmations can be delayed, and often end up being marked as email spam. As long as you received an order number as part of your checkout, then your order has gone through. Make sure to save your order number for your records.
Why was my credit card charged multiple times?
When you complete a checkout, your credit card company puts an authorization for the order amount on your card. This money has not been paid to IN THE LAB, rather your card company has put a hold on it for you while you check out. If your address information fails to validate (maybe your shipping and billing addresses aren't the same), then your payment will be declined. Your credit card company will release the Authorization between 3-5 business days after it is made depending on your bank. If you attempt to checkout multiple times, your card will be Authorized multiple times.
I didn't receive a tracking number, when should I expect it?
If you are a domestic customer, you should receive a shipping confirmation email within 3-5 days of your purchase. If you are an international customer, you should receive a shipping confirmation email within 5-7 days of your purchase. If you don't have it, it's possible that it got sent to your spam folder.
Tracking is telling me my label has been created, but it's not telling me where it is? Why is this?
This means one of two things: It is being processed currently or USPS missed the initial scan when they picked up your order. Tracking will be updated as soon as USPS scans the shipment. If it does not update for multiple days please contact us via the email above.
I made two orders today. Can you combine them into one and refund the balance?
Unfortunately, we are unable to combine shipments on multiple orders.
I emailed customer service, how long will it take them to respond?
We do our best to respond to all inquiries in a timely manner, please allow a minimum of 24 hours for a response.
Which countries do you ship to?
We ship to every country in the world!
Can I change the address that my order is shipped?
No, we only ship to the customer's billing address and cannot be rerouted.
I noticed I entered the wrong postal code/apartment # and the package is now being returned to sender, what are the next steps to have my package reshipped to me?
Once the package has been returned to our Warehouse, we will reach out to the customers in regards to any address issues. Once the package is returned to us, please allow 2-4 business days to reship.
Can I exchange my item for a higher priced item if I pay the difference?
No. Exchanges are only for items of equal and lesser value. If the exchange is of lesser value, we will provide an online credit for the difference.
Will my online gift card expire?
No, fortunately, the gift card that we issue online store credit to will never expire. If by any chance it does, please email us.
How do I know if my package has shipped and is on its way?
When your order is placed, you will receive an automatic confirmation email. Your order will process, and when it's ready to leave our Distribution Center you will receive a second email with tracking information for your shipment.
Note: Receiving a shipping confirmation email does not necessarily mean that the carrier has picked up your package from our Distribution Center. Depending on the shipping method selected, please use the carrier’s tracking features to determine when your package is picked up, in-transit, and delivered to your door.
Do you refund shipping fees?
Shipping fees are non-refundable unless you have received a damaged item and would like to return it. To report a damaged item, please use the following process before returning:
Take a photo of the item which clearly displays the damage and email the photo to our Customer Care team (email@example.com) along with a description of the damaged item and your order number.
Once we receive your email and assess the damage, we will be in contact with you to determine the needed outcome.