Delivery & Payments

Last Updated: December 21, 2025

1. Shipping Information

1.1 Shipping Zones

NovumLab ships pharmaceutical-grade research peptides worldwide from our European facility:

Note: Delivery times are estimates and may vary due to customs processing, public holidays, or carrier delays. International shipments outside the EU may require customs clearance and are subject to local import regulations.

1.2 Shipping Costs

Express Shipping: Currently not available. All orders ship via standard tracked delivery with full cold chain protection.

1.3 Order Processing

• Processing Time: 1-2 business days (Monday-Friday, excluding holidays)
• Cutoff Time: Orders placed before 14:00 CET are processed the same day
• Weekend Orders: Orders placed Friday after 14:00 through Sunday are processed Monday
• Order Confirmation: You will receive an email confirmation within 30 minutes of order placement

1.4 Tracking Your Order

Once your order ships, you will receive:

• Shipment confirmation email with tracking number
• Direct link to carrier tracking portal
• Estimated delivery date
• Real-time updates via SMS (optional)

Track Your Order: Visit our Order Tracking page and enter your order number and email address.

3. Payment Methods

3.1 Accepted Payment Options

We offer secure payment processing through the following methods:

3.2 Payment Security

Your payment security is our priority:

• PCI-DSS Compliance: All payment processors are Level 1 PCI-DSS certified
• SSL/TLS Encryption: 256-bit encryption for all data transmission
• No Storage: We do not store your complete credit card information
• Fraud Detection: Advanced AI-powered fraud screening on all orders
• Secure Checkout: Checkout pages hosted on secure, dedicated servers

3.3 Currency & VAT

• Currency: All prices displayed in Euros (€)
• VAT: Prices include VAT where applicable (EU customers)
• VAT Rates: Applied based on customer's shipping country
• Business Customers: Valid VAT ID can be entered for VAT exemption (intra-EU B2B)
• Non-EU Customers: VAT removed at checkout; customs duties may apply upon import

4. Customs & Import Duties (Non-EU)

4.1 Non-EU Shipments

Orders shipped outside the European Union may be subject to:

• Import duties and taxes imposed by destination country
• Customs clearance fees
• Additional documentation requirements

Customer Responsibility: The buyer is responsible for all customs duties, import taxes, and clearance fees. These charges are not included in our product prices or shipping costs.

4.2 Customs Documentation

We provide complete customs documentation including:

• Commercial invoice with accurate product declarations
• Certificate of Analysis (upon request)
• Harmonized System (HS) codes for proper classification
• "For Research Use Only" declarations

4.3 Customs Delays or Seizures

Important Notice: NovumLab is not liable for customs delays, rejections, or seizures. It is the customer's responsibility to verify that importing research peptides is legal in their jurisdiction before ordering.

If your shipment is held or rejected by customs:

• Contact customs authority directly for clarification
• Provide any required documentation (we will assist where possible)
• No refunds can be issued for customs-related issues outside our control

5. Delivery Issues & Resolution

5.1 Delayed Delivery

If your order is delayed beyond the estimated delivery window:

1. Check tracking information for updates
2. Contact the carrier directly using provided tracking number
3. If no resolution after 3 business days, contact info@novumlab.eu
4. We will initiate a carrier investigation and provide updates

5.2 Failed Delivery Attempts

Carriers typically make 2-3 delivery attempts. If delivery fails:

• You will receive a delivery notice card
• Package held at local depot/post office for 7-14 days
• Collect package using tracking number and ID
• Important: Uncollected packages are returned to sender; reshipment fees apply

5.3 Lost or Damaged Shipments

Lost Shipments:

• If tracking shows no movement for 10+ business days, contact us immediately
• We will file a claim with the carrier
• Replacement shipped or full refund issued upon claim approval

Damaged Shipments:

• Photograph damaged packaging before opening
• Check product vials for visible damage or temperature compromise
• Contact info@novumlab.eu within 48 hours with photos
• We will replace or refund damaged products immediately

5.4 Incorrect Address

Please verify your shipping address carefully before completing checkout.

• Address Changes: Can be made within 2 hours of order placement
• After Shipment: Contact carrier directly for address corrections (fees may apply)
• Returned Shipments: Orders returned due to incorrect address incur reshipment fees

6. Order Modifications & Cancellations

6.1 Modifying Your Order

Order modifications (products, quantities, address) can be made:

• Before Processing: Contact us immediately at info@novumlab.eu
• Processing Window: Within 2 hours of order placement
• After Shipment: Modifications no longer possible

6.2 Order Cancellation

Cancellation is possible under the following conditions:

• Unprocessed Orders: Full refund if cancelled within 2 hours
• Processed Orders: Cancellation not available after shipment preparation
• Shipped Orders: Follow return policy if cancellation needed
• Refund Processing: 5-7 business days to original payment method

7. Refund & Return Policy Summary

For complete details, see our Terms of Service. Key points:

• ✅ Defective Products: Full refund or replacement
• ✅ Shipping Errors: Free replacement shipment
• ✅ Temperature Compromise: Replacement if reported within 24 hours with evidence
• ❌ Opened Products: Cannot be returned due to contamination risk
• ❌ Change of Mind: Returns not accepted for research materials
• ❌ Customs Issues: No refunds for customs delays/seizures

This information is accurate as of December 21, 2025 and subject to change. Always check our website for the most current shipping and payment information.