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Refund & Reship Policy

Effective Date: May 1, 2026  ·  Last Updated: May 3, 2026

All sales are final. Due to the nature of research-grade compounds, we cannot accept returns or issue refunds. However, we stand behind our products: if your package fails to arrive or arrives damaged, we will reship at no cost to you.

This Refund Policy describes how ELYTRALABS LLC, a Florida limited liability company doing business as Elytra Labs ("we," "us," or "our"), handles refunds and reships for orders placed at elytralabs.shop. Contact: support@elytralabs.shop.

1. No Refunds — All Sales Final

Once an order has been processed and shipped, all sales are final. We do not issue refunds for:

  • Buyer's remorse or change of mind
  • Mistaken product selection
  • Incorrectly entered shipping address
  • Failure to retrieve a delivered package within a reasonable timeframe
  • Customer-side payment processing issues after delivery has occurred

This policy reflects the chain-of-custody and quality assurance challenges inherent to research-grade compound supply. Once a package has shipped, we cannot verify temperature exposure, tampering, or proper storage at the buyer's end. Reselling returned product would compromise the COA chain that our customers rely on.

2. Reships for Lost or Damaged Packages

WE'LL MAKE IT RIGHT. If your package was lost in transit or arrived with damaged or compromised product, we will ship a replacement at no cost to you. No questions, no fuss.

Eligible Reship Reasons

  • Package never arrived: Tracking shows the package as undelivered or stuck in transit beyond reasonable timeframes
  • Package arrived damaged: Product vials cracked, broken, leaked, or otherwise compromised
  • Wrong items shipped: Order contents do not match what was purchased
  • Heat damage during shipping: Visible signs of temperature compromise (rare with our 2–3 day shipping but covered)

How to File a Reship Claim

To request a reship, contact us within 14 days of:

  • The expected delivery date (for non-arrival), OR
  • The actual delivery date (for damaged or wrong items)

Send your claim to support@elytralabs.shop with:

  1. Your order reference number (starts with EL-)
  2. The email address used at checkout
  3. Description of the issue (lost, damaged, wrong item, etc.)
  4. Photos if the package arrived damaged (close-up of damage + outer packaging if possible)
  5. Tracking number screenshot if the package never arrived

We respond to reship claims within 1 business day and most reships ship within 24-48 hours of approval.

3. What's NOT Covered

Reships are not available in the following cases:

  • Package marked "delivered" by the carrier and signed for at the destination
  • Package returned to sender due to incorrect or incomplete address provided at checkout
  • Package refused at delivery
  • Damage occurring after delivery (e.g., dropped at home, exposed to extreme temperatures after acceptance)
  • Claims filed beyond the 14-day window
  • Customer disputes related to expected appearance, color, or research result of the product (research outcomes cannot be guaranteed)

For these cases, we may offer a discounted replacement at our discretion as a goodwill gesture, but no obligation exists.

4. Shipping Insurance

Our reship policy effectively provides built-in shipping protection at no additional cost to you. Customers who want additional protection (e.g., for high-value orders) may request signature-required shipping at checkout for an additional fee.

5. Order Cancellation

Orders may be canceled before shipment without penalty. Once an order has shipped, cancellation is not possible (and the no-refund policy applies once the package is in the carrier's possession).

To cancel a pre-shipment order: email support@elytralabs.shop with your order reference number as soon as possible.

6. Loyalty Points and Discounts

If a reship is issued for an order where loyalty points were earned, those points remain credited to your account. Discount codes used on the original order automatically apply to the reship at no additional cost.

7. Affiliate Commissions on Reshipped Orders

Affiliate commissions are paid based on the original order. Reships do not generate additional affiliate commission, as the original sale has already been credited.

8. Customer Service Commitment

We treat every reship claim with respect and try to resolve issues quickly. If you feel your claim was handled unfairly, please reply to our support email and request escalation. We'll review your case personally.

9. Contact

For all refund or reship inquiries:

Elytra Labs Customer Support
700 S. Rosemary Ave, Suite 204 #2065
West Palm Beach, FL 33401
Email: support@elytralabs.shop
Response time: 1 business day
Website: elytralabs.shop

10. Changes to This Policy

We may update this Refund & Reship Policy from time to time. The "Last Updated" date at the top reflects the most recent revision. Changes apply to orders placed after the revision date.