Frequently Asked Questions
Orders
Can I change or cancel my order after placing it?
Once an order is placed, it cannot be changed. Please double-check your shopping cart before checking out to ensure it is correct. While we cannot guarantee the ability to cancel orders, you can contact us immediately to check if cancellation is possible. However, many orders are shipped the same business day, and once shipped, they cannot be canceled.
What payment methods do you accept?
We accept secure payment via Zelle, Sezzle (card payments & financing), or ACH bank transfer after placing your order. Full instructions are provided on our Make a Payment page.
What happens if my order is missing an item?
If an item is missing from your order, contact us immediately upon receipt of the package. After verifying the claim, we will ship the missing item. Claims must be made within 3 days of receiving the package.
What is the order processing (fulfillment) time?
Order processing — also known as fulfillment — takes place on weekdays and may take up to 2 business days after payment is confirmed. This includes preparing, packing, and labeling your order before it is handed off to the shipping carrier. Orders are not processed on weekends or holidays. For more details, please see our Shipping & Fulfillment page.
Shipping
What is the shipping time?
Shipping time begins after your order has been fulfilled. The delivery timeframe depends on the shipping method selected at checkout and is determined by the shipping carrier. Most standard U.S. shipments arrive within 2–4 business days, while express options typically arrive sooner. For more details, please review our Shipping & Returns Policy.
What if my order is marked as delivered but I haven’t received it?
It’s common for carriers to mark packages as delivered slightly before actual delivery. If your order hasn’t arrived, wait 72 hours and check with neighbors or your local carrier. If it still hasn’t arrived after 72 hours, contact us for assistance.
What happens if my package is returned to sender?
If a package is returned due to an incorrect address, reshipping is possible for a fee of $7.99. If the error was not caused by NovaGene Labs, refunds or credits will be at our discretion.
Returns & Refunds
Do you accept returns or exchanges?
Due to the nature of our products, we do not accept returns or exchanges. This policy ensures the safety and integrity of all customers.
Can I get a refund?
Refunds are only processed in cases within our control. If approved, refunds will be issued to your original payment method. Please allow time for processing and contact us if there are delays.
What if I haven’t received my refund yet?
First, check your bank or credit card account. If the refund hasn’t posted, contact your credit card company or bank, as processing times may vary. If you still haven’t received your refund, email us at contactus@novagenelabs.com.
Products & Policies
Are your products safe for human consumption?
No, our products are strictly for research purposes and not for human consumption. Buyers must comply with all applicable laws and regulations regarding their use.
Do I need to be a certain age to purchase?
Yes, all buyers must be at least 18 years old and residents of the United States.
What is your indemnity waiver policy?
By purchasing from NovaGene Labs, you agree to our indemnity waiver, releasing us from liability for any claims or damages related to the use of our products. For details, please review our full Purchase Agreement.