Common Questions

Do you offer guaranteed delivery?

Yes, we guarantee that all orders will be delivered. In the event that a package is deemed lost or seized, we will issue a free reshipment or refund.

Do you ship to my country?

Yes, we ship worldwide. We do not typically have issues with customs but if it happens we will reship for free.  If we fail to deliver the second time we can issue a full refund. All orders are insured so there is no risk of damage.

 

Please review our shipping policy for more information about international restrictions, customs fees and duties, and customs delays.

How can I track my order?

You should start receiving tracking updates via email within 1-3 business days of your order being paid.

 

To look up your order tracking, please visit the following page:
Track My Order

 

Alternatively, registered users can find their tracking on their order history:

 

  • 1. Log into your account
  • 2. Go to the Order tab in My Account
  • 3. View your most recent order
  • 4. Your tracking number will be in the order details

 

We also advise that you track the package using your country’s local postal service once it has arrived in your country.

How can I modify or cancel my order?

All orders are elegible for modification or cancellation as long as the request is submitted before our shipping cutoff (13:00 SGT, GMT+8).  After this time we cannot guarantee we can intercept an order.

 

Please besure to submit the request by contacting us directly.

 

We can make the following modifications to your order:

 

  • 1. Shipping address change
  • 2. Shipping service change
  • 3. Substitute a product
  • 4. Remove a product
  • 5. Add a product
  • 6. Cancel order

 

To modify an order please contact us.

How does Venogen.com offer competitive pricing?

Our primary leverage is volume. We sell to other businesses so we benefit from economies of scale.

 

Another consideration is the pricing strategy. Our prices are derived from operational costs. Unethical competitors may price much higher because they focus on marketing or stoke brand loyalty by smearing the competition.

 

In our opinion, this is not a sustainable way to do business. The focus should always be on the customer and product. We do our best to keep prices low without sacrificing quality control.

Do you have third-party lab reports for all products?

Yes, we verify every batch of every product. Independent third-party lab reports are available on product listings under the specification on the row titled Reports:

 

Regardless of what vendor you use, you should always request evidence of independent testing. Anything coming from a manufacturer or Chinese trading company is a no-go, as they will not re-test the products to confirm their purity or chemical identification. Venogen uses both NMR and HPLC testing for every batch to confirm the purity and chemical identity. Please click here to view our COA database.

I did not receive an order confirmation email?

Please check your spam/junk folder, it might be there.

 

If not, this is an issue with the email address on your order and/or account being incorrect. If you checked out as a guest, it is very likely there was a typo in your email address. Choose one of the following and proceed:

 

If you cannot log in and/or checked out as a guest:

 

  • Please contact us and mention you have not received an order confirmation email and suspect you entered your email incorrectly. Please also provide identifying information to look up the order, like your name or address.

 

If you are able to login:

 

 

Once you have done this you should receive the email.

My tracking says delivered but I did not receive the package!

If the tracking says Delivered but you have not received the package there are a few possibilities.

 

It’s possible the package was received by someone else. Couriers sometimes drop off packages at the wrong address, street, or mailbox. It possible your neighbor, a front desk, receptionist, mailroom, doorman, HOA, or colleague received the package.

 

If you still can’t find it contact the courier, our tracking emails will provide contact information. Couriers will have GPS coordinates for every tracking scan and can tell you where the package was scanned when the status was changed to Delivered. Be sure to have your tracking number on hand.

 

Tip: If Postal Mail delivered your package it will be easier to call or visit your local post office and ask to speak with the Postmaster about your missing delivery.

 

If you suspect the package was lost or stolen please file a claim with the courier and/or a police report. We typically recommend waiting 1-2 weeks for the package to turn up, usually, a neighbor or colleague has it. If it never turns up please get in touch with us and provide proof you filed a claim or police report. We will handle this on a case by case basis and may require you to sign a legal affidavit to submit to our insurance company so we can issue a free reship.

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