Shipping Policy

Shipping

Delivery dates and transit times are estimates and may be affected by carrier delays, weather, service interruptions, holidays, address problems, or circumstances outside the reasonable control of PROFormance Labs.

 

Address Accuracy

Customers are responsible for providing a complete and accurate shipping address. Contact PROFormance Labs as soon as possible if an address correction is needed. Once an order has entered fulfillment or been transferred to a carrier, changes may not be possible.

 

Tracking and Delivery

When tracking information is available, it may be provided through the member account or order communication. Carrier tracking may take time to update after a label is created.

 

Lost or Delayed Shipments

If tracking shows an unusual delay or you believe a shipment may be lost, contact PROFormance Labs with your order number. We will review available order and carrier information and determine what assistance is available. A carrier delay does not automatically qualify an order for a refund.

 

Final Sale

Due to the nature of research materials, products are generally final sale once fulfilled, except where required by applicable law or where PROFormance Labs determines that an order qualifies for a remedy under this policy.

 

Incorrect, Missing, or Materially Damaged Items

If you receive an incorrect item, an item is missing from the shipment, or a product arrives materially damaged, contact PROFormance Labs within 7 calendar days of delivery.

Include:

• Order number

• Description of the issue

• Photographs of the product when applicable

• Photographs of the shipping packaging when applicable​

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PROFormance Labs will review the information provided and determine the appropriate resolution, which may include replacement, store credit, refund, or another reasonable remedy depending on the circumstances and applicable law.

 

Returns

Do not return research materials without prior authorization. Unauthorized returns may not be accepted or eligible for credit or refund. If a return is authorized, PROFormance Labs will provide applicable return instructions.

 

Order Cancellations

Contact PROFormance Labs promptly if you need to request cancellation. Cancellation is not guaranteed once an order has entered processing or fulfillment. If PROFormance Labs cancels a paid order before fulfillment, the applicable amount will be refunded through the available payment process.

 

Refund Processing

When a refund is approved, it will generally be issued to the original payment method when available. Financial institutions and payment providers may require additional time to post a completed refund.

 

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