Shipping policy

HEME LABS SHIPPING POLICY
Effective Date: June-13-2024

1. Scope and Acceptance

This Shipping Policy (“Policy”) applies to every order placed through the Heme Labs website or other channels operated by Heme Labs (“we,” “us,” “our”). By completing a purchase, you acknowledge that you have read, understood, and agreed to be bound by this Policy, the Heme Labs Terms & Conditions, and our Refund Policy. All three documents work together; in any conflict, the Terms & Conditions control.

2. Order Processing Times

Orders with in-stock items are typically processed within two (2) business days (Monday–Friday, excluding U.S. federal holidays). High-volume periods, payment-verification issues, or inventory discrepancies may extend processing. Pre-orders and back-orders ship on the estimated release date posted on the product page; partial shipments are made at our discretion.

3. Shipping Methods and Estimated Transit

We offer Standard, Expedited, and Priority services via USPS, UPS, FedEx, or DHL. Estimated transit times—shown at checkout—begin after processing and are estimates, not guarantees. Weekends, holidays, severe weather, customs inspections, and other carrier disruptions may extend delivery times.

4. Delivery Confirmation, Risk of Loss, and Title Transfer

Title to merchandise and risk of loss transfer to you once a carrier scans the package as accepted at our facility. “Delivered” status in the carrier’s tracking system constitutes prima facie proof of delivery to the address you provided.

  • Stolen Packages: We are not responsible for theft after delivery. Ship to a secure location or request a signature.

  • Signature Service & Insurance: Signature confirmation and additional insurance are available at checkout for an extra fee. If you decline these options, you assume full risk.

5. Address Accuracy and Order Changes

You must supply a complete, deliverable address at checkout. Carriers impose surcharges for address corrections; any such fees will be charged to you. Once an order enters fulfillment, we cannot change or cancel it. If a package is returned to us due to an inadequate address, refusal, or repeated delivery attempts, we will (at our option) reship at your expense or treat the order as an unauthorized return under our Refund Policy.

6. Shipping Fees, Promotions, and Taxes

Shipping charges are calculated at checkout and are non-refundable once a parcel is tendered to the carrier, even if delivery is delayed or refused. Free-shipping promotions apply only to the original shipment; reshipments for any reason (loss, refusal, return-to-sender) incur the actual postage cost. Applicable sales or use taxes are collected where required by law.

7. Damaged, Lost, or Mis-Delivered Parcels

Visible Damage on Delivery: If the outer packaging is visibly damaged, photograph it before opening and retain all materials. Notify the carrier and Heme Labs within 48 hours of delivery so a damage claim can be filed.
Lost in Transit: A package is not considered “lost” until ten (10) calendar days have elapsed from the last carrier scan for domestic shipments (thirty (30) days for international). After that window—and only after you have filed a missing-package claim with the carrier—we will, at our sole discretion, either (i) replace the items once the carrier investigation closes in our favor, or (ii) issue store credit.
Customer Cooperation: Failure to supply requested photographs, affidavits, or other claim documentation within the carrier’s deadline voids eligibility for reshipment or store credit.

8. International Shipping, Duties, and Customs

International customers are solely responsible for all import duties, VAT, brokerage fees, and customs-clearance delays. If customs rejects or destroys a shipment because a product is disallowed or local fees go unpaid, Heme Labs will not issue a refund. Customs processing may add weeks to delivery times; Heme Labs has no control over this stage.

9. Refused or Unclaimed Packages

Refused, unclaimed, or “return to sender” parcels are treated as unauthorized returns. Shipping fees are non-refundable, and a 20 % restocking fee (minimum $10) will be deducted from any eligible product refund per our Refund Policy.

10. Subscription Orders

For customers enrolled in auto-ship subscriptions, each recurring shipment is subject to this Policy. Update your shipping address or payment method at least five (5) business days before the next bill date to avoid mis-shipment and associated fees.

11. Holiday, Force-Majeure, and Carrier Exceptions

Carrier service guarantees are suspended during peak holiday periods or events beyond human control, including natural disasters, strikes, epidemics, terrorism, or governmental actions. Heme Labs is not liable for delay or loss arising from such force-majeure events.

12. Chargeback and Dispute Procedure

Before filing any chargeback or payment dispute, you agree to (a) follow the Damage/Loss procedures in Section 7, (b) allow us reasonable time to investigate, and (c) cooperate fully with carrier claims. Filing a chargeback prior to completing this process constitutes a breach of our Terms & Conditions and may result in account suspension, debt-collection activity, and reporting of the unpaid balance—including chargeback fees and legal costs—to credit bureaus.

13. Amendments

We may update this Policy at any time by posting a revised version on our website; the effective date above will change. Your continued use of the Services after the new effective date constitutes acceptance of the revised Policy.

14. Contact

Shipping-related questions should be directed to admin@hemelabs.com or the inquiry form on our website. Include your order number and tracking ID for the fastest response.

By completing any purchase, you confirm that you have reviewed and agreed to this Shipping Policy in full and understand it forms part of the contractual terms governing your transaction with Heme Labs.