Shipping policy

Ossialabs Shipping & Return Policy
Thank you for supporting our startup lab! As a small, dedicated team, we handle every order with care. While we may not have the massive industrial equipment of large corporations, you can rest assured that your order is our priority and will be fulfilled.

Shipping & Fulfillment Timelines
Once your order has been processed and shipped, delivery times are as follows:

Domestic (US): Expect delivery within 1 week after the shipping date.

International: Expect delivery within 1 to 4 weeks after the shipping date.

A Note on Delays: Because we manufacture in small batches, occasionally we may run out of product and need to wait for new lab equipment or further production runs. We pride ourselves on complete transparency. If a delay occurs, we will immediately announce it to our 2,700+ members in the Ossialabs Discord Community.

Customer Support
We are here to help! To get an update on your order or to resolve an issue, please reach out through either of these channels:

Discord: Join our server and open a ticket in the "contact" channel. A moderator will personally assist you.

Email: Send us a message at info@ossialabs.com.

Important: Please always provide your Order # and clearly state your issue or concern when reaching out. We strictly enforce a policy of mutual respect; please be kind and courteous to our support team.

Returns & Exceptions
We offer a 2-day return policy, meaning you have two days after receiving your item to request a return.

Non-Returnable Items:

Supplements & Skincare: Due to the perishable nature of these products, they are strictly non-returnable and non-refundable.

Opened Products: If the safety seal is broken or the product has been opened, we cannot accept the return.

Sale Items & Gift Cards: Unfortunately, we cannot accept returns on sale items or gift cards.

Eligibility Requirements:
To be eligible for a return on a qualifying item, it must be in the exact same condition that you received it: unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

How to Start a Return:
Contact us at info@ossialabs.com or open a support ticket in our Discord server. If your return is accepted, we will send you a return shipping label along with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Damages and Issues
Please inspect your order upon reception. Contact us immediately if the item is defective, damaged, or if you received the wrong item so we can evaluate the issue and make it right.

Exchanges
The fastest way to ensure you get what you want is to return the qualifying item you have. Once the return is accepted, you can make a separate purchase for the new item.

European Union (14-Day Cooling-Off Period)
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As stated above, your item must be in the exact same condition that you received it: unworn or unused, with tags, and in its original packaging. Proof of purchase is required.

Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund was approved.

If approved: You’ll be automatically refunded on your original payment method within 10 business days.

Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at info@ossialabs.com.