Do you guarantee delivery?
Yes! We offer guaranteed delivery for all orders. No matter the case we guarantee that your order will be shipped and delivered to your final destination.
Where Can I Track My Order?
Please email us at email@example.com or visit the following page to track your order:
Track My Order
When Do Orders Ship Out?
Our distribution center operates Monday-Friday 9 am to 6 pm, SGT (GMT+8) Singapore. For more information on how this translates to your local time zone, please click here. Most orders will be processed as long as they are placed before 12 pm Singapore time. Some orders may take up to 3 business days due to delays caused by the COVID-19 outbreak. We do not ship on Sundays, Saturdays or Singaporean federal holidays.
Please note, that we cannot cancel or alter an order after 12 pm SGT regardless of the “processing” shipping status.
How Long Does Shipping Take?
Please see below for transit time estimates, this does not include processing time or weekends. Packages typically reach the destination country within 1-2 business days from the shipment date. Following this, your local postal courier will deliver your package. **The COVID-19 outbreak has caused delays in outgoing flights from Singapore, meaning that it may take longer than normal for a package to arrive in your country.**
Our current shipping estimates to final destinations are between 5-10 business days. **The COVID-19 outbreak has caused delays, meaning that it may take longer than normal for a package to arrive in your country.**
For deliveries to the US and Canada, our current estimate for 85% of the time is between 5-8 business days. The reason for the added delivery time is due to the US and Canada does not practice FIFO (First In First Out). **The COVID-19 outbreak has caused delays, meaning that it may take longer than normal for a package to arrive in your country.**
There are times beyond our control that may take longer than the above estimates, however, we are committed to making sure you receive your package at all times.
All shipments to mail forwarding addresses are at your own risk, we cannot guarantee successful delivery. If the address used is found to be associated with a mail forwarding service we are unable to provide you with assistance in retrieving your package.
All shipments to FPO addresses are at your own risk, we cannot guarantee successful delivery. In addition, please note that FPO addresses may take additional delivery time due to the routing process.
There may be shipping restrictions on some products, and some products may not be shipped to some destinations. Please contact us in the event that you do not see your country listed on the shipping page. Please note there may be additional importation restrictions, procedures, and fees due to your countries clearance policies. As an importer, it is your responsibility to research your local laws regarding importation.
Customs Fees & Duties
Many countries have specific import fees, rules, and customs procedures. If a fee or tax is required by your customs or postal carrier, it is your responsibility to fulfill the payment obligation. If your package is abandoned due to customs fees a refund cannot be provided as it was your responsibility to pay for the import duties.
If a package is held by customs for inspection it could be delayed for several weeks. You should contact your local postal service or customs department to find out if anything can be done to expedite the process. Typically they will request additional information such as your invoice and packing list. Please contact us here if you have an issue with customs, and we will assist you by email.
The product is a lab reagent for lab research. Values are declared in full and you can provide your order confirmation emails as an invoice. If any other documentation is needed please request the courier to send you a detailed written description via email and forward this to us at firstname.lastname@example.org
In case, customs requires extra documentation to clear your import, we will assist to the best of our abilities to clear your package. However, re-shipment is per our discretion, please research all of your country’s import regulations before you place your order.
Will a Signature Be Required?
A signature for your package will be needed. This is to protect your order from being lost or stolen.
If you would like to arrange a better delivery or pickup time we will provide contact details for the courier once the package ships. If you miss the first delivery attempt the courier will make additional attempts as well as leave a delivery slip to pick up the package from the local post office.
If you would like to hold the package until a later date please contact us and we can arrange this as long as the order has not shipped out.
How Can I Cancel My Order?
All orders can be canceled if we are notified before 12 pm SGT. After this time we cannot guarantee we will intercept an order for cancellation. Please note, that we cannot cancel or alter an order after 1 pm SGT regardless of the “processing” shipping status.
In order to cancel your order, please contact us immediately before 12 pm SGT and we will cancel your order.
My Package is Late!
Please contact us and one of our friendly support agents will look into the reason for the delay of your package. In the event that the delay is caused by the courier, we will be sure to refund the shipping cost of your order.
My Package Tracking is Not Updating!
Courier contact information is provided in our tracking update emails. If the courier does not know where the package is please contact us. If a total of 5 business days have passed with no tracking updates from Singapore to your home country, we can issue a conditional re-ship to your confirmed address. **The COVID-19 outbreak has caused delays, meaning that it may take longer than normal for a package to arrive in your country.**
My Package wasn’t Delivered!
If the courier claims your package was delivered but you have not received it, it is possible a neighbor or front desk receptionist has it. Please contact the courier’s local office or DHL here. They will have GPS coordinates on each tracking update and can confirm where it was delivered, when and to whom. If the postmaster claims the package was delivered correctly, please wait at least 1 week for the package to turn up. If it does not turn up please contact us.
My Package has a Missing, Wrong, Damaged or Defective Item!
Please note, all orders are documented and video recorded while being packed and prior to shipment to avoid shipping errors and fraudulent claims. We must be notified within 7 days of the delivery date for any of the following issues.
If an item is missing, please contact us immediately. Once verified we will ship the missing item(s).
If a wrong item is received, do not dispose of the wrong items, please contact us immediately. Once verified we will ship the correct item(s). We will also provide a prepaid return label to return the wrong item(s).
All items are shipped securely and in a manner that ensures safe arrival. If this is not the case, do not dispose of the damaged items and please contact us immediately with photographic evidence. Once adequately verified we will ship a replacement.
We go to great lengths to test all of the chemicals you receive. Each batch of chemicals is tested by third-party laboratories, In-house as well as by the production factory. This means each batch you have received has been tested three times for purity (HPLC) and chemical structure (NMR).
Claims of a defect, including incorrect weight, incorrect concentration, and inadequate quality, are taken very seriously. We will research at great lengths any claims of this nature as all of our packaging methods are by the GMP method. In the event you received a defective item, do not dispose of the container and please contact us if you have any further questions.
Refunds, Returns & Exchanges
Refunds, returns and exchanges are at the sole discretion of Venogen.com.
Customer Satisfaction: We consider customer satisfaction a top priority and for that reason, if you are not satisfied within 30-days of delivery, please contact us and we will help you with your concerns.
Returns: We will accommodate a return within 30 days of delivery. Due to the possibility of degradation, we cannot accept returns of opened, adulterated or specially handled goods, such as those requiring low-temperature storage. The return will be issued after the items have been returned and verified.
Exchanges: We will accommodate an exchange within 30 days of delivery. Due to the possibility of degradation, we cannot accept exchanges of opened, adulterated or specially handled goods, such as those requiring low-temperature storage. The exchange will be issued after the items have been returned and verified.
Refunds: All refunds will be issued to the original payment method within 5 business days from the date the returned goods have been received.
Chargebacks: Chargebacks from a credit card issuer or bounced check are taken seriously. As a matter of fraud protection, any chargeback will result in the client being (temporarily) placed on the no-sell list.
Payment Disputes: Please contact us first if you have a payment dispute because we can solve most problems faster than a bank or payment processor.