Order Support
Returns & Order Issues
How to report a damaged package, incorrect item, missing item, or documentation discrepancy.
General Return Policy
Can I return a product?+
Research compounds cannot be returned once shipped due to the nature of the products and chain-of-custody integrity requirements. If there is a problem with your order, contact us and we will work to make it right.
How do I report an issue?+
Email
shopvilolab@gmail.com with your order number, a description of the issue, and any supporting photos. The sooner you contact us, the faster we can resolve it.
Damaged Packages
What if my order arrives visibly damaged?+
Contact us immediately with your order number and photos of the exterior packaging and affected vials. Do not discard packaging until the issue is resolved. We will assess and work toward a resolution.
What if a vial is broken inside?+
Document the damage with photos before handling. Contact us with your order number. We take product integrity seriously and will work with you on a case-by-case basis.
Incorrect or Missing Items
What if I received the wrong product?+
Contact us with your order number and the product you received. We will verify against your order and correct it at no additional cost.
What if an item is missing from my order?+
Contact us with your order number and a list of what you received. We will investigate and resolve any shortfall.
Documentation Issues
What if the COA does not match my product?+
COA accuracy is a priority for us. Contact us with the lot number and product name, and we will investigate and provide correct documentation.
What if I need a COA that is not on the COA page?+
Contact us at shopvilolab@gmail.com with the product name and lot number. We will provide documentation as promptly as possible.
Refunds
Are refunds available?+
Refunds are handled on a case-by-case basis depending on the nature of the issue. Contact us with your order number and a description of the problem. We will review and respond within 1–2 business days.