Summary
We ship within the United States only at launch. Orders leave our facility within 24 hours of payment clearance. Every shipment includes the lot COA and carrier tracking. Lost, damaged, and stolen packages are handled under the process below. International customers can contact our sales team for case-by-case evaluation.
1. Service area
We ship to the 50 U.S. states, D.C., and APO/FPO military addresses. We do not currently ship to U.S. territories or internationally. We reserve the right to refuse service to any state, address, or customer at our discretion if the legal landscape for research standards changes materially.
2. Handling window
Orders paid with a card gateway: shipped within 24 hours of payment clearance on business days.
Orders paid with Zelle or Cash App: remain in pending_payment until a team member confirms receipt of funds. Once confirmed, the 24-hour handling window begins. Manual-method confirmation typically completes within one business day of your payment post.
Orders placed on a weekend or holiday ship the next business day.
3. Carriers and service levels
We use commercial carriers — typically USPS and UPS — with tracked domestic service. The carrier selected for a given shipment depends on package weight, destination, and time-in-transit. You receive a tracking number by email at the moment the carrier picks up your package.
Typical transit windows after pickup:
| Service level | Typical transit time |
|---|---|
| Standard ground | 3 to 7 business days |
| Expedited | 2 to 3 business days |
| Overnight (if offered) | 1 business day |
Transit windows are carrier estimates, not guarantees. Weather, holidays, and carrier backlogs can extend delivery. We publish the carrier's estimate at checkout where available; your tracking page has the most current ETA.
4. Signature on delivery
Signature on delivery is not required as a condition of any elev8 Labs shipment. The carrier will deliver without a signature in the vast majority of cases. Some carriers may require a signature at their own discretion based on package value, service level, or destination restrictions; when that happens, it is a carrier decision, not an elev8 Labs requirement.
If you want to request signature-on-delivery for an order — for example, because your receiving dock requires it, or you have specific security concerns — note the request at checkout or email support@elev8labsrx.com after placing the order and we will add the service when the carrier supports it.
5. PO boxes
We ship to PO boxes for standard non-frozen SKUs via USPS. We cannot ship to PO boxes via UPS. If your order includes an SKU that requires temperature-controlled handling (when such SKUs are introduced), we will route it to a physical address only.
6. What ships with your order
Every shipment includes:
- The product in its original packaging with an intact lot seal.
- A printed or linked certificate of analysis (COA) for the specific lot.
- A packing slip with the order number, SKU list, and a research-use disclaimer.
If any of these are missing on arrival, contact support@elev8labsrx.com within 48 hours.
7. Lost, damaged, or stolen packages
Report a problem within these windows:
| Scenario | Report within |
|---|---|
| Package marked delivered but not received | 3 business days of the scan |
| Package visibly damaged on delivery | 48 hours of delivery |
| Package lost in transit (no delivery scan) | 7 business days past ETA |
For each case, email support@elev8labsrx.com with your order number, the carrier tracking number, and any relevant photos. We file carrier claims on your behalf where possible. If the carrier confirms loss or damage, we will reship or refund per your preference, subject to inventory.
Stolen packages reported to the carrier and confirmed by the carrier are handled like lost packages. We may ask you to file a police report for packages over $500 before reshipment.
8. Address accuracy
You are responsible for providing a complete, accurate shipping address at checkout. Packages returned to us because of an incorrect address may be reshipped at your cost or refunded less the original shipping and restocking fee (see Refund Policy, Section 4).
Update your shipping address in your account dashboard or at checkout. We cannot reroute a package after it has entered the carrier network.
9. State restrictions
We do not impose state-level restrictions on research-standard shipments at launch. If the legal landscape changes for a specific state or municipality, we will update this policy and, where required, refuse service to that destination. Customers affected by a new restriction will be notified and refunded per the terms in force at the time of their order.
10. International orders
We do not ship outside the United States at this time. Wholesale partners or research institutions with an international research program may contact sales@elev8labsrx.com for a case-by-case evaluation. International shipments, when approved, will require documentation from the receiving institution and carrier-compatible customs paperwork.
11. Title and risk of loss
Title and risk of loss pass to you upon carrier pickup from our facility. We maintain insurance on outbound shipments to the extent offered by the carrier; claims above carrier-insured limits are the customer's responsibility unless we have pre-agreed to higher coverage.
12. Updates to this policy
We may update this policy to reflect carrier changes, new service levels, or operational adjustments. The "last updated" date at the top of this page reflects the most recent revision.
Questions
Reach us at support@elev8labsrx.com.
elev8 Labs products are reference standards for laboratory research only. Not for human consumption.