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 & Refund Policy

We stand behind our products and want every NuGeneLabs order to arrive complete, accurate, and in good condition. 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.

No other product returns are accepted. Due to the nature of dietary supplements, we do not accept returns for buyer’s remorse, change of mind, ordering the wrong product, taste preference, personal preference, or products that have been opened, used, marked, damaged after delivery, or are no longer in sellable condition.

Return Eligibility

A return may be approved only when there is a verified fulfillment, shipping, or product quality issue, including:

• An incorrect item was shipped
• An item was missing from your order
• The product was damaged during shipping
• There is a verified product quality concern

To be eligible for return review, you must notify NuGeneLabs Customer Service within five business days of receiving the order.

To start the process, email support@nugenelabs.com with:

• Your order number
• A brief description of the issue
• Photos of the shipping box, shipping label, packing materials, and affected product, if the issue involves damage during shipping
• Photos of the product issue, if applicable

Please keep all original packaging until your claim is resolved. The carrier may require inspection of the box, packing materials, and damaged product.

Return Authorization Required

Before shipping any product back, you must contact NuGeneLabs Customer Service and receive approval.

We do not accept returns sent without a Return Authorization Number issued by NuGeneLabs. Returns received without prior approval may be rejected and will not be eligible for credit or refund.

Product Condition Requirements

To receive credit for an approved returned product, all products must remain:

• Unopened
• Unused
• Unmarked
• In original packaging
• In sellable condition, unless the issue is verified shipping damage

Products that show signs of opening, tampering, broken safety seals, use, customer-caused damage, improper storage, heat exposure after delivery, punctures, spills, stains, markings, or any condition not consistent with carrier-related damage will not be accepted.

Shipping Damage

If your product appears damaged during shipping, you must contact us within five business days of delivery.

Please do not discard the shipping box, packing materials, or damaged product. Damage claims may require photos and/or carrier inspection.

Damage that occurs after delivery, including improper handling, storage, heat exposure, moisture exposure, accidental damage, or damage caused after the package was delivered, is not considered shipping damage and is not eligible for return, refund, or replacement.

Prepaid Return Label

If your return is approved, NuGeneLabs will provide a prepaid return shipping label when we require the product to be returned.

Please use the prepaid label and follow the return instructions provided by Customer Service. Products must be packaged carefully to prevent additional damage during return shipping.

Refunds and Credits

Approved credits will be refunded to the original credit card or payment method used for the purchase.

Refunds are issued only after the return is approved and, when applicable, the returned product is received and inspected. Please allow 5–10 business days for processing after approval or receipt of the returned product. Your bank or credit card provider may take additional time to post the refund.

Original shipping charges are non-refundable unless the issue was caused by NuGeneLabs or the carrier.

Non-Returnable Items

The following items are not eligible for return or refund:

• Opened products
• Products with broken or removed safety seals
• Used products
• Products damaged after delivery
• Products not in original packaging
• Products returned without approval or without a Return Authorization Number
• At-home lab test kits once shipped, opened, activated, registered, or used
• Bundles, starter kits, promotional items, gift cards, and digital products, unless there is a verified fulfillment, shipping, or quality issue reported within five business days

Lost, Stolen, or Misdelivered Packages

Orders marked as delivered by the carrier are considered delivered. NuGeneLabs is not responsible for theft, loss, or damage after confirmed delivery. Please make sure your shipping address is accurate and secure before placing your order.

If a package appears to be misdelivered, contact us within five business days so we can assist with carrier review when possible.

Product Integrity and Storage

Please store supplements according to the product label and avoid exposure to heat, moisture, freezing temperatures, or direct sunlight. Improper storage or handling after delivery may affect product quality and void eligibility for return, refund, 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