Returns, Refunds & Order Discrepancies
ELEV8TE Labs products are sold for laboratory research use only and are not for human or veterinary use. This page explains what happens if your order does not arrive as placed.
Video is required for every claim. We do not approve shortage, wrong-item or damage claims based on photos or descriptions alone. Please record a video when you open your package (details in section 4).
1. How an order works
Placing an order includes payment by crypto, Zelle or bank transfer. We verify your payment, then ship your order. If an item is unavailable, we tell you and refund in full anything you paid for it.
2. Cancellations
You may cancel any time before we ship. If you have already paid, we refund the full amount paid for the cancelled order, including shipping.
3. What you can report
- Shortage: a vial, kit or item on your order is missing.
- Wrong item: product, strength or quantity differs from your order.
- Damage: a vial or its packaging is broken, leaking or otherwise damaged on arrival.
- Non-delivery: the carrier shows the package as lost or undeliverable.
4. Claim window and required video
Email elev8telabs@gmail.com with your order number within 72 hours of the carrier's delivery confirmation.
The claim must include one continuous, unedited video, recorded from the moment you begin opening the sealed shipment, showing:
1. the sealed package with the shipping label and your order number visible;
2. the package being opened and every item removed;
3. every vial and its label.
Send the video within 5 days of delivery and include your order number in the email. Photos may be sent as a first notice, but they are not evidence on their own and a claim without the video will not be approved. Non-delivery claims do not need a video; we rely on carrier tracking.
5. How we review and resolve
We compare your video and details with our order record and carrier information. We may ask for more information and may ask you to keep affected items until the claim closes. If approved, we will, at our discretion, ship a replacement or refund the affected items to the original payment method. Shipping is refunded only where the error was ours. We aim to respond within 3 business days of receiving your complete claim.
6. What is not covered
- Change of mind or ordering the wrong item. Research materials cannot be restocked once they leave us.
- Vials that are opened, punctured, used or altered, except as shown in the claim video.
- Claims made after the window, or without the video.
- Items shown that do not match what we shipped.
- Carrier delays, or incorrect/incomplete addresses given at order.
- Condition or loss after delivery, including customer storage.
7. Payment disputes
Please contact us first so we can resolve your claim directly. This does not limit any rights you have with your payment provider or under applicable law.
8. Contact
elev8telabs@gmail.com