FAQ

ANSWERS TO YOUR QUESTIONS

Frequently Asked
Questions

Can't find your answer? Email us at support@thehealthylab.org β€” we reply within 2 hours.

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Shipping

How long does shipping take? +

Standard Shipping: 5–10 business days.
Expedited Shipping: 2–4 business days (select at checkout).
International: 10–20 business days.

All orders are processed within 1–2 business days. You'll receive a tracking number by email within 24 hours of dispatch.

Do you offer free shipping? +

Yes! We offer free standard shipping on all orders over $35. For orders under $35, a flat shipping fee applies and will be shown at checkout.

How do I track my order? +

Once your order ships, you'll receive a tracking link by email within 24 hours. You can also track your order anytime at our tracking page. Check spam if you don't see the email.

Do you ship internationally? +

Yes! We ship worldwide. International delivery takes 10–20 business days. Import duties or taxes may apply depending on your country β€” these are the buyer's responsibility.

My tracking shows no update β€” what should I do? +

Tracking can sometimes take 2–3 days to update after dispatch. If there's no movement for 10+ business days, contact us at support@thehealthylab.org with your order number and we'll investigate and reship or refund immediately.

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Returns & Refunds

What is your return policy? +

We offer a 30-day hassle-free return policy. If you're not satisfied for any reason, contact us within 30 days of receiving your order and we'll make it right β€” full refund, no questions asked.

My item arrived damaged β€” what now? +

Email us at support@thehealthylab.org with your order number and a photo of the damage. We'll send a free replacement immediately β€” you do NOT need to return the damaged item.

How long does a refund take? +

Once your refund is approved, it's processed within 3–5 business days to your original payment method. Depending on your bank, it may take an additional 3–7 days to appear on your statement.

Can I return a digital product? +

Digital products (e-books, guides, downloads) are generally non-refundable due to their nature. However, if the file is defective or inaccessible, we will issue a full refund or resend the file immediately.

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Payment & Security

Is it safe to pay on your store? +

100% safe. Our store is powered by Shopify β€” the world's most trusted ecommerce platform β€” with 256-bit SSL encryption on every page. Your payment info is never stored on our servers.

What payment methods do you accept? +

πŸ’³ Visa Β· Mastercard Β· American Express Β· Discover
πŸ“± Apple Pay Β· Google Pay
πŸ…ΏοΈ PayPal Β· Shop Pay Β· Venmo
πŸ’° USDC

All payments are processed securely through Shopify Payments.

I was charged but didn't receive a confirmation email +

First, check your spam or promotions folder. If still missing, email us at support@thehealthylab.org with the email address you used β€” we'll resend your confirmation immediately.

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Orders

Can I cancel or change my order? +

Orders can be cancelled or modified within 12 hours of placing them. Email us immediately with your order number and "CANCEL" or "CHANGE" in the subject line. After 12 hours, orders may have already been dispatched β€” but you can still return within 30 days.

My order says delivered but I didn't receive it +

Check around your front door, with neighbours, or your building mailroom β€” packages are sometimes left in unexpected spots. If you still can't find it, contact us with your order number and we'll investigate and resolve it for you right away.

How do I get a discount or coupon? +

Our products are already up to 70% off retail. Subscribe to our newsletter for an exclusive 10% OFF welcome coupon. We also run regular flash sales β€” check our Sale section or follow us on social media to stay updated.

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Products

Are your products authentic and good quality? +

Absolutely. Every product in our store is hand-reviewed by our team before being listed. We verify product claims, check real customer reviews, and only sell items that genuinely deliver results. We don't list anything we wouldn't buy ourselves.

How do you choose which products to sell? +

We track viral trends every week across TikTok, Instagram, Pinterest and Google. We only list products that have proven demand, pass our quality review, and are priced below retail. Our catalog is updated weekly with fresh trending items.

Are the beauty products safe for sensitive skin? +

We prioritize cruelty-free, skin-friendly formulations. Product descriptions include key ingredients and certifications. If you have specific skin concerns or allergies, please review the full product description or contact us before purchasing.

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Account & Support

How do I contact customer support? +

Our team is available 24/7 and responds within 2 hours.

πŸ“§ support@thehealthylab.org
πŸ’¬ Contact Form

Do I need an account to place an order? +

No account required! You can check out as a guest. However, creating an account lets you track orders, view purchase history, and check out faster next time.

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Still Have a Question?

Our support team is available 24/7 and replies within 2 hours β€” no bots, real people.

support@thehealthylab.org Β· 24/7 Β· Reply within 2 hours