Shipping & Returns

Where Can I Track My Order?

Please visit the following page to track your order:
Track My Order

When Do Orders Ship Out?

We operate Monday-Friday 9 am to 6 pm, SGT (GMT+8). For more information on how this translates to your local time zone, please click here.  All orders will be processed as long as they are placed before 2 pm Singapore time. We do not ship on Sundays, Saturdays or federal holidays.

How Long Does Shipping Take?

Please see below for transit time estimates, this does not include processing time. Packages typically reach the courier within 5-6 business days, when DHL shipping is selected. Please note that this does not include customs clearance time of your destination country.

Mail Forwarding

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.

Shipping Restrictions

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 the 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. Please note, our item values are declared in full and items are coded as Certified Reference Material. We cannot illegally declare a lower item value or declare item codes incorrectly. 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.

Customs Delays

If a package is held by customs for inspection it could be delayed for several weeks. You should contact the courier and find out if anything can be done to expedite the process. Typically they will request additional information such as what the product is, what it is for, how much it cost, a copy of the invoice or additional documentation. It is important your answers are consistent with our customs declaration.

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 sends you a detailed written description via email and forward this to us at support@venogen.com so we can prepare it.

If the package was shipped by DHL, please contact them directly here. All other carriers transfer the package to your local national postal service on arrival to the destination country. In that case, you will need to call your local postal service.

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.

In the case, customs seizes your package we will offer to ship a free replacement using a different courier and/or declaration. If this replacement is seized we will issue a refund or store credit, less the cost of shipping.

Will a Signature Be Required?

Orders over $200 or those shipped by DHL, UPS & FedEx will require a signature for delivery, we cannot waive the signature. This is to protect your order from being lost or stolen. By default orders, $200 or less do not require a signature but this can be requested by writing an order note at checkout.

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 are held for 1 hour to allow for modification or cancellation. After this time we cannot guarantee we will intercept an order for cancellation.

If you are a registered user please find your order on the Order History page and then select the “Cancel” or “Request Cancel” button. If this is not possible please contact us immediately. We will do our best to accommodate you.

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 sufficient time has elapsed, we will deem the package lost and issue a free reship.

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.

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 sufficient time has elapsed, we will deem the package lost and issue a free reship.

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.

Missing Items
If an item is missing, please contact us immediately. Once verified we will ship the missing item(s).

Wrong Items
If a wrong item is received, 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).

Damaged Items
All items are shipped securely and in a manner that ensures safe arrival. If this is not the case please contact us immediately with photographic evidence. Once adequately verified we will ship a replacement.

Defective Items
We go to great lengths to test all of the chemicals you receive. Each batch of chemicals is tested by SGS 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. 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.

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: Where possible we will issue a refund to the original method of payment. If this is not possible we will arrange other means such as check or PayPal. Cryptocurrency will be refunded in terms of the current market value or original payment amount, whichever is lesser.

Chargebacks: Chargebacks by 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.