Where Can I Track My Order
When Are Orders Shipped?
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
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.
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
Customers can communicate via email at [email protected] the intent for a refund which must be done within 14 days from the original date of order to qualify for the 100% refund. Shipping and handling charges are not included. Returned items must be unopened condition to be eligible for a refund.
Upon receipt of the returned shipment, Phlex Labs has the option of cancellation of the credit card authorisation or issuance of a full refund in case the funds have been collected. Phlex Labs has sole discretion over the one-time refund per household policy determined through customer order data and IP address. Furthermore, Phlex Labs possesses the right to refuse a refund to anyone with the suspicious intent of taking advantage of Phlex Labs Return procedure.
Phlex Labs carries full and complete liability on giving a refund to its clients in accordance to the terms and restrictions set forth herein. An initial 14-day trial period is given to the client within which determination shall be made known whether the client decides to keep the product. Failure of notifying Phlex Labs during the trial/refund period shall be taken as a full, complete and final acceptance of the terms of the sale of its product.
- 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.
Please contact us if you have any payment disputes. We can solve problems faster than the bank or payment processor.
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.