Contacts, Shipping & Returns
How can I get in touch with Eternixlabs?
You can reach us by email at: support@eternixlabs.com. We aim to respond to all inquiries within 24–48 business hours.
Can I speak to someone by phone?
For documentation and response efficiency, we currently handle all customer support via email support@eternixlabs.com
What should I include when contacting support?
If your inquiry is about a current order, please reply directly to the order details email you received with your concern.
For all other inquiries, please provide your full name, order number (if applicable), and a brief description of your request. This information helps us assist you more quickly.
What should I do if I have an issue with my order?
Contact us at orders@eternixlabs.com within 48 hours of receiving your package. Include photos if the product was damaged or incorrect. We will review and respond promptly.
Shipping Questions
How long does it take to process my order?
Orders placed before 1:00 PM PST (Monday–Friday) will be processed and shipped the same business day. Orders placed after this cutoff or on weekends/holidays will be processed on the next business day. Once your order ships, you will receive tracking information via email.
What shipping methods are available?
Is free shipping available?
Free standard shipping is offered on qualifying U.S. orders over a specified threshold; details are provided at checkout.
Can my shipping address be changed after placing an order?
Once an order is submitted, address changes generally cannot be made. Contact support immediately if there is an urgent issue.
What happens if my package is lost or damaged?
If your shipment is damaged on arrival, contact support at orders@eternixlabs.com with photos of the packaging and contents within 48 hours of delivery. For lost packages, notify customer service within 7 business days of the expected delivery date so carrier investigations can be initiated
What happens if my package is lost or damaged?
If your shipment is damaged on arrival, contact support at orders@eternixlabs.com with photos of the packaging and contents within 48 hours of delivery. For lost packages, notify customer service within 7 business days of the expected delivery date so carrier investigations can be initiated
Returns & Refunds
Can I return a product if I change my mind?
Due to the nature of research products, returns for change of mind are generally not accepted once an order has shipped. Orders are inspected and fulfilled under controlled conditions to protect product integrity and compliance.
What if my order arrives damaged or incorrect?
If products arrive damaged, defective, or not as ordered, contact support promptly at orders@eternixlabs.com with your order number and photos documenting the issue. Support will review the case and may offer a replacement or refund at their discretion.
How do I initiate a return?
Contact the customer support team via email at orders@eternixlabs.com with your order number and details of the issue. Only authorized returns will be accepted and must follow the return instructions provided by support.
Who pays for return shipping?
Return shipping costs are typically the responsibility of the customer unless the return is due to an error by Eternixlabs (e.g., incorrect or defective item).
When will I receive my refund?
Approved refunds will be issued to the original payment method after the returned items are received and inspected. Processing times may vary depending on payment provider timelines.