Shipping and Payments FAQ

Below are the delivery and payment questions US customers send us most often, each with a direct answer. Orders on exolabz.co are priced in US dollars and ship only within the United States. For the complete terms, read the shipping policy and the payment methods page.

Delivery

Do you ship to my state?

We ship to all 50 states and Puerto Rico. We do not ship to addresses outside the United States. Since every parcel is a domestic shipment, no customs paperwork, duty or brokerage fee is involved. The where we ship page has the detail by region.

Which carrier do you use?

Orders travel by tracked FedEx Express service from our US facility in Utah. The parcel carries a plain label that does not describe what is inside.

When will my order leave your facility?

An order placed on a business day is normally processed and handed to the carrier within one business day. Orders that arrive after that day’s cutoff go out with the next dispatch. Anything placed late on Friday, over the weekend or on a federal holiday is processed on the next business day.

How many days does delivery take?

Counting from dispatch, a typical parcel takes one to two business days within the Mountain and Pacific states, two to three to the Midwest, Texas and the South, and three to four to the Northeast and New England. Alaska, Hawaii and Puerto Rico take longer. Treat these as general expectations. After the parcel has been scanned into the network, the FedEx tracking page gives the estimate for that specific shipment, and carrier estimates are not guaranteed.

How much is shipping?

Shipping is free on orders over $200 USD to any US address. For smaller orders the rate is calculated at checkout from your delivery address and displayed before you confirm payment.

Where is my tracking number?

We email it at the moment the parcel leaves us, with a link to the carrier’s tracking page. Customers who checked out while signed in can also find it on the order inside their account. If tracking shows no movement for several business days, send the order number through the contact page.

Is cold weather or summer heat a problem in transit?

Each vial holds lyophilized powder, a dry form that is stable during ordinary ground and air transit and is not shipped under refrigeration. If a parcel has been sitting in a cold mailbox, leave it sealed until it reaches room temperature so moisture does not condense on the glass.

What do I do about a damaged or incorrect item?

Report it within 7 calendar days of the delivery date and attach photos of the outer box, the packing material and the item itself. Once we have those we arrange a replacement or a refund for the item concerned. Questions about an analytical result fall under the purity guarantee instead.

Paying for an order

What payment options are there?

Credit card, Zelle and cryptocurrency. Checkout lists the options open to your order. We do not offer Interac e-Transfer on this site.

What happens when I pay by credit card?

Pressing Place order sends you to the card processor’s encrypted payment page, where your billing information is filled in from the order. Some banks ask you to confirm the charge in their app or by entering a one-time code. After approval you land back on the order confirmation page and the order status changes to processing by itself.

My card was declined or I closed the payment page. Is my order lost?

No. The order is saved as unpaid and your card is not charged. We send an email with a link that reopens the payment for that same order. Using that link is quicker than starting over, and it avoids a duplicate order.

How do I pay with Zelle?

Select Zelle at checkout and place the order. The confirmation page and the order email then show the Zelle address and the exact order total. Send that amount from your banking app. The order waits on hold until the payment reaches us, and it ships once we have matched the payment to the order.

How do I pay with cryptocurrency?

Pick the crypto option at checkout. The confirmation page displays the wallet address and the amount due. We confirm receipt by hand and then move the order to processing, so expect a short wait between sending and the status change.

Does one payment method cost less than another?

No. There is no surcharge and no discount tied to how you pay. The cart total applies to card, Zelle and cryptocurrency alike.

Where do I see the quantity discount?

It is applied in the cart without a code and is based on the total number of vials, mixed compounds included: 2 to 5 vials take 5% off, 6 to 7 take 10%, 8 to 9 take 15%, and 10 or more take 25%. Each cart line shows its reduced price. An order accepts a single discount code, and while a sale code is active on the order it takes the place of the quantity discount. For standing or larger requirements see bulk orders.

After you order

Can an order be cancelled?

Yes, up to the point it is handed to the carrier. Reach us through the contact page with the order number. A parcel that has already shipped cannot be pulled back.

My order still says on hold or pending payment. Should I order again?

Please do not. Send us the order number and we will tell you what it is waiting on. A second order for the same items is the problem we most often have to untangle.

All products are sold for laboratory research use only and are not for human or animal use.