Shipping policy

SHIPPING POLICY

Thank you for shopping with us. Please read this Shipping Policy carefully before placing your order.

1. SHIPPING & DELIVERY

We offer both domestic and international shipping.

All orders are processed and dispatched within 1–3 business days from the time your payment is confirmed. Once your order has been shipped you will receive a tracking number by email.

Delivery times vary with the destination, courier availability and customs processing in the receiving country. We do not guarantee delivery dates.

Please note: where a product requires compounding, dispatch and delivery may take longer. We ship all orders as promptly as we can, and compounded items are dispatched as soon as they are ready.

2. PACKAGING

All orders are sent in discreet, insulated packaging. Vials are sealed and sterile, and the necessary syringes and swabs are included where applicable.

Our products are stable in transit. Please refrigerate them between 2°C and 8°C on arrival, as described on the product page.

3. SHIPPING COSTS

Shipping is calculated at checkout before payment, based on the delivery address and the weight of the order. The price shown at checkout is the price you pay us.

4. INTERNATIONAL ORDERS & CUSTOMS

For international orders, customers are solely responsible for ensuring that the products ordered comply with their local laws and regulations, including customs, health and import regulations.

We accept no responsibility or liability for shipments that are delayed, held, inspected or rejected by customs authorities in your country. It is your responsibility to ensure that the product you order is permitted to be imported where you live.

5. DUTIES, TAXES AND IMPORT FEES

All applicable duties, taxes and import fees are entirely the responsibility of the customer. These costs are not included in your order total and are not paid by us under any circumstances.

6. CUSTOMS SEIZURES & NON-DELIVERY

We do not offer refunds or replacements for any order that is confiscated, delayed, returned or destroyed by customs. By placing an order you agree that any loss resulting from customs intervention is your responsibility and that no refund will be issued.

7. INCORRECT ADDRESS & DELIVERY ISSUES

Please make sure your shipping address is complete and accurate before paying. We are not responsible for parcels lost because of an incorrect or incomplete address.

If your parcel arrives damaged, or an item is missing or incorrect, contact us at contact@novapluslabs.com within 48 hours of delivery with your order number and photographs. See our Returns & Refunds Policy for how these cases are handled.

Where the carrier offers shipping insurance we recommend taking it, as we do not accept responsibility for loss or tampering in transit.

8. AGREEMENT TO TERMS

By placing an order through our store you acknowledge and agree to all terms set out in this Shipping Policy.

NovaPlus Labs
Dörflistrasse 50, 8050 Zürich, Switzerland
contact@novapluslabs.com