Shipping policy
Shipping Policy
VialVault Labs ships orders as quickly as possible while maintaining the quality and accuracy of each product.
Processing times
Standard in-stock items usually ship within 1 week but may take up to 3 weeks.
Made-to-order, custom, or bulk orders may require additional processing time. Custom order lead times vary depending on design complexity, quantity, material availability, and current order volume. Estimated lead times will be provided when applicable.
Shipping rates and delivery times
Shipping rates are calculated at checkout. Delivery times depend on the shipping carrier, destination, and selected shipping method.
Once an order has been handed to the carrier, delivery time is controlled by the carrier and may be affected by weather, holidays, delays, or other issues outside of our control.
Incorrect addresses
Customers are responsible for entering the correct shipping address at checkout. VialVault Labs is not responsible for orders shipped to an incorrect address provided by the customer.
If you notice an address mistake, contact us as soon as possible. We can only update the address if the order has not already shipped.
Lost, delayed, or stolen packages
VialVault Labs is not responsible for carrier delays or packages marked delivered by the carrier. If your tracking shows delivered but you did not receive the package, please check with neighbors, household members, your local post office, or the carrier first.
We will do our best to help with carrier-related issues, but replacement or refund decisions are handled on a case-by-case basis.
Damaged packages
If your order arrives damaged, please contact us within 3 days of delivery. Include your order number, photos of the item, photos of the packaging, and a description of the damage.
International shipping
If international shipping is available, customers are responsible for any customs duties, taxes, import fees, or other charges required by their country. VialVault Labs is not responsible for delays caused by customs.