Contact & Customer Support
Customer Support & Help Center
At NuGeneLabs, your satisfaction is our priority.
Whether you have a question about your order, shipping, returns, or product recommendations, we’re here to help.
Explore the sections below or reach out directly — we’re standing by!
🚚 Shipping Information
Q: How long does it take to process my order?
A: Orders are processed within 1–2 business days. Orders placed after 2PM EST, weekends, or holidays will ship the next business day.
Q: What shipping options are available?
A:
- Standard Shipping: 3–7 business days
- Priority Shipping: 2–3 business days (calculated at checkout)
Q: Will I receive a tracking number?
A: Yes! Tracking details are emailed as soon as your order ships.
Q: Do you ship internationally?
A: No, we do not ship internationally.
📦 Returns and Refunds
Q: What is your return policy?
A: If you experience a fulfillment, shipping, or quality issue with your order, such as an incomplete order, incorrect item, or damage that occurred during shipping, please contact us within five business days of receiving your order to begin the return review process. To start a return, email us at support@nugenelabs.com with your order number.
Q: How are refunds issued?
A: Approved refunds will be issued to your original payment method within 5–10 business days after we receive your return.
Q: My item arrived damaged. What should I do?
A: Please email us a photo at support@nugenelabs.com within 7 days of delivery — we'll respond to you quickly!
You can find our complete Shipping & Return Policy by clicking on the link.
🛠️ Order Issues
Q: My package says delivered but I didn't receive it. What now?
A: Check with neighbors, building management, and mailrooms first. If still missing, email support@nugenelabs.com within 7 days so we can assist.
Q: I made a mistake on my shipping address.
A: Contact us ASAP at support@nugenelabs.com. If your order hasn’t shipped, we can correct it. If it has shipped, we’ll try to reroute through the carrier (fees may apply).
💬 How to Contact Us
Need help with anything else?
- 📧 Email: support@nugenelabs.com
- ☎️ Phone: (212) 729-8913
- 🕒 Hours: Monday–Friday, 9 AM–5 PM EST
- We typically respond in few hours but not later than 1 business day.
For faster service, please include your order number if contacting us about an existing order.
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