1. Inquiry review
Submitting an inquiry does not guarantee acceptance or create a sale. Customer service reviews product availability, destination eligibility, requested documentation, and delivery requirements before confirming next steps.
2. Shipping destinations
Shipping availability is confirmed case by case. Customers are responsible for ensuring that purchase, import, receipt, possession, and use are lawful in the destination jurisdiction. Veltrixa Labs may decline an inquiry or destination at its discretion.
3. Processing and delivery estimates
Any processing or transit estimate is provided after review and is not a guarantee. Carrier, customs, weather, security screening, and local authority delays may be outside our control.
4. Packaging and condition
Research materials should be inspected promptly on arrival. Retain the original packaging, label, photographs, and delivery records if damage, discrepancy, or temperature concern is suspected.
5. Returns and replacements
Do not return research materials without written authorization. Because product integrity and chain of custody cannot be verified after delivery, change-of-mind returns may not be accepted. Valid damage or fulfillment claims must be reported to customer service within the timeframe stated in the final order confirmation.
6. Contact
Contact WhatsApp customer service at +852 4446 2340 and include the order reference, product, batch if available, and supporting photographs.