Fulfillment
Shipping Policy
Processing times, delivery estimates, tracking, packaging, and how to handle order issues.
Processing & Fulfillment
How long before my order ships?+
For in-stock items, orders are processed and fulfilled within 24 hours of payment confirmation, on business days. For items not currently in stock, we place a sourcing order within 24 hours — additional time is required to receive the compound, which varies. We will communicate any delay.
What counts as a business day?+
Monday through Friday, excluding U.S. federal holidays.
What does "payment confirmation" mean?+
Payment confirmation occurs when we verify receipt of your payment via Venmo, CashApp, PayPal, or cash. Orders are not processed until payment is confirmed.
Shipping Cost & Eligibility
How much does shipping cost?+
Flat rate: $15 per order. Orders with a product subtotal of $159 or more qualify for free shipping. The threshold is calculated before any discounts are applied.
Do you ship internationally?+
No. ViloLab ships to U.S. domestic addresses only.
Can I ship to a P.O. box?+
We recommend a physical delivery address. Contact us at shopvilolab@gmail.com if you have questions about your specific address.
Delivery & Tracking
How long does delivery take after shipment?+
Most U.S. orders arrive within 3–5 business days after the shipment date. Actual transit time depends on the carrier and destination.
Will I receive a tracking number?+
Yes. A tracking link is emailed to the address you provided at checkout once your order ships.
What if tracking has not updated?+
Carrier scans can lag by 24–48 hours after pickup. If tracking shows no movement for more than 3 business days, contact us at shopvilolab@gmail.com with your order number.
What if my package is delayed?+
Carrier delays can occur due to weather, volume surges, or routing issues. These are outside our control. Contact us if the delay is significant and we will assist where possible.
Packaging
How are orders packaged?+
All orders ship in plain, unmarked exterior packaging. No product names, brand markings, or contents are visible on the outside.
How are the vials protected?+
Vials are packaged with appropriate cushioning to minimize movement and protect against breakage in transit.
Order Issues
What if my package arrives damaged?+
Contact us immediately at
shopvilolab@gmail.com with your order number and a description of the damage. Include photos if possible. See our
Returns & Order Issues page for full details.
What if my package is missing after showing delivered?+
Contact us with your order number and the delivery address. We will investigate and work with you to resolve it.
Can I change my shipping address after ordering?+
Contact us before your order ships. Once a shipment is in transit, we cannot redirect it. If a package is returned to sender due to an address error, reshipping fees apply.