Shipping & Returns

Shipping & Return Policy

At NuGeneLabs, we work hard to ensure your wellness products arrive quickly, safely, and efficiently.

🚚 Where We Ship

We currently ship to all 50 U.S. states, including Alaska and Hawaii.
We do not ship internationally at this time.

Planning to order from outside the U.S.? Contact us at support@nugenelabs.com and we’ll keep you updated when international shipping becomes available.

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⏱️ Processing Time

All orders are processed within 1–2 business days after payment confirmation.

Orders placed after 1PM EST, on weekends, or during holidays will be processed the next business day.

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📦 Shipping Methods & Delivery Time

We offer the following shipping options:

Delivery times may vary slightly depending on your location and chosen method.

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📬 Order Tracking

Once your order ships, you’ll receive a confirmation email with a tracking number and link to monitor your package in real-time.

If you don’t receive tracking within 48 hours of ordering, contact us at support@nugenelabs.com.

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🔁 Shipping Issues or Delays

While we work with trusted carriers, occasional delays can happen.
If your order is significantly delayed or appears lost, please let us know - we’ll make it right.

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↪️ Return Eligibility (Unopened Items)

We accept returns of unopened, unused products in their original packaging with all tamper-evident seals intact when you contact us within 7 calendar days of delivery (based on the carrier’s tracking).
To start a return, email support@nugenelabs.com with your order number and “Return Request” in the subject line.

Items that show signs of opening, tampering, removal of safety seals, wear, or damage not consistent with shipping carrier damage will not be accepted.

Items Damaged in Transit or Incorrect Items

If your order arrives damaged or you received the wrong item, contact us within 7 calendar days of delivery at support@nugenelabs.com. Please include:

• Your order number
• Photos of the shipping box (showing the shipping label), internal packing materials, and all affected products (close-ups of damage)
• A brief description of the issue

Important:

• Keep all packaging until your claim is resolved; the carrier may require inspection.
• Damage caused after delivery (e.g., improper storage, heat exposure, punctures, spills) isn’t considered “carrier damage” and is not eligible.
• If approved, we will replace the item or issue a refund. We may provide a prepaid return label for damaged/incorrect items at our discretion.

Non-Returnable & Final-Sale Items

To protect product integrity and comply with industry standards, the following are final sale and not eligible for return or refund (except where defective on arrival and reported within 7 days):

• Opened products or items with broken safety seals
• At-home lab test kits (once shipped or activated)
• Perishable or temperature-sensitive products where cold-chain/handling requirements apply
• Bundles and Starter Kits

How to Start a Return

1. Email support@nugenelabs.com within 7 days of delivery with your order number.
2. If approved, you’ll receive return authorization and instructions (an RMA).
3. Ship the product back within 7 days of approval using a trackable method and adequate protective packaging.

• • For standard “change-of-mind” returns of unopened items, you are responsible for return shipping.
  • For carrier-damaged/incorrect items, we may provide a prepaid label after review.

Condition Checks & Denials

We inspect all returns. We may deny or reduce a refund if items are received opened, used, not in original packaging, missing components, past the return window, or otherwise not in resalable condition. Unapproved returns may be rejected or returned to you at your expense.

Refunds

Once your return is received and passes inspection, refunds are issued to the original payment method for the product price minus original shipping (unless the return is due to our error). Please allow 5–10 business days for processing after we receive your return; your bank/card issuer may take additional time to post the credit.

Exchanges

Where inventory allows, we can process a like-for-like exchange for items damaged in transit or incorrect items reported within 7 days. Otherwise, we’ll issue a refund.

Lost/Stolen Packages & Address Issues

Orders marked delivered by the carrier are considered delivered. We aren’t responsible for theft after delivery. Please ensure your shipping address is correct; packages returned due to address errors may incur additional shipping fees.

Product Integrity & Storage

Please store products as directed by the manufacturer. Heat, freezing, moisture, or improper storage after delivery can damage supplements and will void eligibility for return or replacement.

Legal

This policy is intended to align with common practices in the dietary supplement industry and does not limit any rights you may have under applicable law. We reserve the right to update this policy at any time.

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❗Important Notes

• We do not ship to P.O. boxes for express shipping options.
• We do not ship internationally.
• We are not responsible for delays due to customs, carrier issues, or natural events.

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💬 Questions?

Need help with your order or tracking?

Contact us any time at:
📧 support@nugenelabs.com