Fulfillment, Shipping, and Return Policy

Quick Facts
• Processing: 3–5 business days (7–10 business days during sales)
• Shipping: 1–3 business days after processing
• Returns: All sales final
• Issues: Report within 3 business days of delivery with photos
Definitions
• Business days = Monday–Friday, excluding federal holidays.
• “Label created” = we started your shipment; tracking updates only after the carrier scans it.
• Lyophilized = ships ambient (room temperature). Pre-mixed = ships cold with ice packs.

At NovaGene Labs, we prepare each order carefully and ship as quickly as possible. Please review the details below so you know exactly what to expect.

1) Order Processing

  • Processing Time: Most orders process in 3–5 business days. During promotions or high order volume, allow 7–10 business days.
  • Handling: Lyophilized compounds ship at room temperature. Pre-mixed compounds ship cold with ice packs (ice packs may arrive thawed; this is normal in transit).
  • Backorders: If an item is unavailable, we’ll email you with the expected restock and fulfillment timeline.
Note: Expedited shipping (when available) only affects carrier transit time. It does not shorten the processing window of 3–5 (or 7–10) business days.

2) Shipping

  • Carriers: USPS, UPS, or FedEx (based on product type and destination).
  • Transit Time: After fulfillment, delivery usually takes 1–3 business days.
  • Tracking: You’ll receive tracking by email and SMS as soon as a label is created.
Tracking Tip: It’s normal for tracking to show “Label Created” with no movement until pickup. Once scanned, the carrier controls updates and delivery timing. For post-pickup delays, please contact the carrier directly.

3) Delivery & Address Issues

  • Undeliverable/Returned Packages: If a package is returned due to an address error or failed delivery attempts, it can be reshipped once the address is corrected. Reshipping fees apply.
  • Need to update your address? Contact us immediately. If your label has not yet been created, we’ll do our best to update it before shipment.

4) Returns & Replacements

All Sales Final: Due to the sensitive nature of our compounds, returns and exchanges are not accepted after shipment.

If your order arrives damaged, incorrect, or incomplete, notify us within 3 business days of delivery with the following:

  • Your order number
  • Clear photos of the outer box, packing materials, and the product issue
  • Send by text or email (see Support below)

We’ll review your request and, if appropriate, arrange a replacement.

Notifications

  • Order and shipping updates are sent by email and SMS.
  • If SMS is disabled, text UNSTOP to 1-213-682-3479 to re-enable alerts.
Example Timeline:
Order placed Friday → Processing Mon–Wed (3 business days) → Ships Wed/Thu → Delivered Thu–Mon (1–3 business days, carrier dependent)

Customer Support

Need help? Reach us anytime:

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