Last Updated: [08, 05, 2026]
At FitFox Labs, product quality, security, and customer satisfaction are important to us. Please review this policy carefully before placing an order.
Research-Use Products
Products sold by FitFox Labs are intended exclusively for laboratory and research purposes. They are not intended for human consumption, medical use, veterinary use, diagnostic use, or therapeutic application.
Because research products require controlled storage and handling, we cannot accept products for return or resale after they have been delivered. This restriction helps protect product integrity and quality.
Order Cancellations
Orders may only be cancelled before they enter processing or fulfilment. Once an order has been processed, packed, or transferred to the shipping carrier, it cannot normally be cancelled.
To request a cancellation, contact us immediately at [Support Email]. We cannot guarantee that a cancellation request will be received before fulfilment begins.
Damaged, Defective, or Incorrect Products
If your order arrives damaged, defective, incomplete, or different from what you ordered, please contact us within 48 hours of delivery.
Your request should include:
- Your full name and order number.
- A clear description of the issue.
- Photographs of the product, vial, label, packaging, and shipping container.
- Photographs of any visible damage to the parcel.
- Any other information reasonably requested by our support team.
Please retain all products and original packaging until your claim has been reviewed. Disposing of the product or packaging before review may prevent us from verifying the claim.
Once approved, FitFox Labs may provide a replacement, store credit, or refund, depending on the circumstances and applicable law.
Non-Returnable Items
Unless required by applicable law, returns or refunds are not available for:
- Products that have been opened, used, altered, reconstituted, or improperly stored.
- Products returned without authorization.
- Orders placed using incorrect customer or shipping information.
- Temperature-sensitive products affected after confirmed delivery.
- Products purchased from an unauthorized third-party seller.
- Buyer’s remorse or accidental purchases after fulfilment has begun.
- Delivery delays caused by the carrier, customs, weather, or circumstances outside our reasonable control.
Missing or Stolen Deliveries
If tracking shows that an order was delivered but you cannot locate it, first check with household members, neighbours, reception staff, and the shipping carrier.
FitFox Labs is not automatically responsible for parcels lost or stolen after confirmed delivery. We will, however, assist with reasonable carrier enquiries where possible.
Shipping Delays and Undeliverable Orders
Estimated delivery dates are not guarantees. If we cannot ship within the timeframe communicated at checkout, we will provide an update and any cancellation or refund rights required by applicable law.
Additional shipping charges may apply when an order is returned because an incorrect address was supplied, delivery was refused, or the package remained unclaimed.
Refund Processing
Approved refunds are issued to the original payment method. Processing times vary depending on the payment provider and financial institution. Original shipping charges are non-refundable unless the refund results from an error by FitFox Labs or applicable law requires otherwise.
Contact Us
For order-related concerns, contact:
FitFox Labs
Email: support@fitfoxlabs.com