Shipping

Where Can I Track My Order

After an order has been shipped, a shipment confirmation email will be sent with a tracking reference. Clicking on the tracking reference will take you to the carrier page where you can find your tracking information. Alternatively, customers can visit the My Account page under the Orders section.
 

When Are Orders Shipped?

Orders placed before 4PM GMT Mon-Fri we aim to ship the same day. Otherwise, they will be shipped the following business day. We do not ship on weekends or public holidays.
 

How Long Does Shipping Take?

Please see below for approximate shipping times, this does not include processing times. 

  • United Kingdom: 3-5 days
  • European Union: 5-7 days
  • United States: 6-8 days
  • Rest of the World: 8-15 day

Customs

Shipping Restrictions

There may be some shipping restrictions on the products we offer. Some products may not be shipped to some destinations. It is solely the customers responsibility to ensure that the products you order are legal for import. If the product is seized by customs, no refund will be offered.

Custom Duties & Fees

International orders may be subject to custom duties and fees. If a fee or tax is required on your order, it is the customers responsibility to fulfil the payment obligation.

Custom Delays

Packages can be held by customs for further inspections which can delay delivery times. Customers should contact the courier to see if anything can be done to expedite the process. It is important that any information you provide customs is consistent with our customs declaration. If any supporting documents are required, please contact us via email at [email protected].

Package Has Not Been Delivered

Delivery times can vary during busy periods. UK Customers should wait at least 10 day before declaring packages lost as per Royal Mail recommendations. For international customers, this period can be up to 30 days depending on destination. All packages have delivery confirmation. If the courier claims the parcel is delivered, please check with your neighbours or clerk. If the parcel still has not been delivered, please contact us.

Missing, Wrong, Damaged or Defective Items

Please note, all orders are documented and photographed prior to shipment to avoid fraudulent claims. Phlex Labs must be notified within 7 days of delivery date for any of the following issues:

  • Missing Items: Please contact us. Once verified, we will ship missing item(s)
  • Wrong Items: Please contact us. Once verified, we will ship the correct item(s) and provide a prepaid returns label for incorrect item(s)
  • Damaged: Packages are sent securely to prevent damage during transit. If damage does occur, please contact us providing photographic evidence. We will send a replacement once verified. 
  • Defective: claims of a defective product, including incorrect weight, incorrect concentration and inadequate quality are taken very seriously. For incorrect weight, please send make and model of scale along with supporting evidence of product being underweight. For claims of incorrect concentration or inadequate quality, please be prepared to send analysis data along with any other supporting evidence. We will send a replacement or provide a refund after verification.

Returns

Refunds, returns and exchanges are at the sole discretion of Phlex Labs. We will accommodate returns within 30 days of delivery. Items must be returned in unopened condition. After verification of the returned goods we can offer an exchange or refund.

  • Exchange: Value of the exchanged item must not exceed the value of the returned item. If this is the case, we will request payment for the difference in price via the email used to place the order.
  • Refund: Refunds will be issued to the original payment method. If this is not possible, refund will be made via cheque or PayPal.

Payment Disputes

Please contact us if you have any payment disputes. We can solve problems faster than the bank or payment processor. 

Chargeback

Credit card chargebacks or bounced cheques are taken seriously. As a matter of fraud protection, any chargeback will result in the customer placed on the no-sell list and reported.

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