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Lexona Labs

Frequently Asked Questions

Order Status

When do orders ship and typically deliver by?

All packages will be shipped within 24 to 48 hours after order is placed.

Expect delivery in 3 - 5 business days for domestic packages and 5 - 15 business days for international packages.

Shipping charges depend on your location. This can be verified in the order checkout page. It will also vary depending on if Standard or Insured shipping is selected.

Typically orders are sent to shipping for dispatch at 11 a.m. each business day. If your order does not ship the same day you placed it due to USPS pickup cut-off times, your package will ship the next business day. For example, if you order at 1:30 p.m. on a Friday, and the following Monday is a holiday, then the next shipping day would be Tuesday.

All orders are shipped using www.usps.com services, priority mail and priority international mail. If your shipping address is within three states of the Florida warehouse, we use first class mail, which has the same delivery time as priority mail. All shipments have tracking numbers, delivery, signature confirmation, and postal insurance included in the shipping cost.

Use www.usps.com to check your package status and find your tracking number in the confirmation email.

Can I cancel or change the amount of my order?

Once your order has been processed successfully it is sent electronically to our fulfillment center. This third party fulfillment center is fully automated. Once the order is placed the fulfillment center receives the details of your order, and an electronic fulfillment system similar to a robot selects the correct product and amount as stipulated by the order. A shipping label is printed and a tracking number issued then the packages are assembled and sent to the receiving department. USPS picks up the packages Monday through Friday.

Once the order has been processed, we cannot stop the process. Nor can we cancel orders, redirect them to a different address, or add or change order details or product amounts. The fulfillment center normally completes its process within five minutes after you place your order. Physically attempting to pick your order out and modify it or stop it is not practical or acceptable under our contract with the fulfillment center. Once placed, orders cannot be changed, modified or cancelled. This was agreed upon at the time of purchase when you clicked on “I agree to the terms and conditions” at the time the order was placed.

If you wish to add more products to your order, you will have to issue a new order. The existing order cannot be modified from its original state once it has been processed.

How do I track my order?

Once a tracking number has been assigned to your package, you will automatically receive a confirmation email with your tracking information. In the event you don't receive this email, you can call us at 1-844-4-LEXONA (US, Canada or Mexico) or email us at hello@lexonalabs.com.

What if I never received my package?

All packages, international or domestic, are assigned a tracking number from www.usps.com (US, Canada or Mexico).

Upon delivery, each package will have a confirmation of arrival from the client or foreign postal service used to deliver the package.

Each package is insured. If lost, the package will be reshipped to the receiver, upon confirmation.

We cannot issue refunds on lost shipments; the insurance coverage we use specifically stipulates we have to reship to collect on the missing, lost, or stolen package.

The insurance company does not allow us to file a claim before 30 days have passed. This is to avoid people attempting to defraud the postal insurance system and claim a lost or stolen package to receive a refund while already in possession of the package. Our Support Staff reserves the right to authorize a reshipment and classify a package as “Lost” to the insurance company if there has not been notice of delivery past 30 days.

The postal system is, at times, not updated accurately due to high volume or lost data, but usually updates within 30 days.

Most missing packages are found within this time frame and have their tracking information updated accordingly. It is a federal crime to commit mail or insurance fraud. To avoid any possible issues we comply with the postal and insurance regulations as required by law. If a customer needs help regarding a missing package they should contact our support staff for further assistance. All claims for lost packages must be submitted within a 90-day period.

What if my package or product arrived damaged?

If a package arrived either unsealed or with a broken seal, it should be returned upon arrival. We will proceed to reship a new package. The pertinent postal service is responsible for returning the original package back to the sender/distribution sender if it has been damaged. (Refer to Return policy)

Furthermore, if the package doesn't show any signs of its integrity having been compromised but the product itself is damaged and is inadequate for human ingestion, the customer must contact our support team in order to file claim. There will be a 7-day time-frame to report damaged products. (The time-frame could be extended depending on the quantity ordered.)

All products purchased are backed by the manufacturer’s warranty first and foremost, therefore we must validate this claim directly with the manufacturer. The claim must be documented by the customer/recipient via a support ticket.

Additional proof is required, including:

Description of the package as it was received.

  • Photograph of the exterior of the package.

All products purchased are backed by 45-day manufacturer's warranty.

What is your refund policy?

If you are unsatisfied with our product, we offer a Money Back Guarantee. You must return a minimum of 30 tablets per bottle within 30 days of delivery to qualify for a refund of the purchase price. For any opened bottles, we will deduct a 20% restock fee as well as any shipping fees. If your bottle is unopened and has not been tampered with, we will issue a full refund on the purchase price only.

Pricing / Billing

How can I ask about one of my charges?

Click the Login link on the left-hand side of our site to review your order history. You may compare your order history on our website with your financial records. If you have further questions or concerns, please contact customer service for assistance. Any charge on your credit card will show www.lexonalabs.com as the descriptor or business that charged your credit card and should be displayed on your credit card statement along with the customer service number.

How can I get a receipt/invoice?

This was sent by e-mail when you initially made your order; however, if you need your invoice to be resent you may contact us at hello@lexonalabs.com.

When will my credit card be charged?

The shopping cart first requests authorization from your bank to verify the funds are available. Next, it verifies the address and other security measures to verify that your credit card details match what the bank has on file for the client. If all the security measures are met, the charge is then locked and your credit card is usually debited instantly, but the timing can depend on your credit card issuing bank’s posting procedures.

Why do I see several charges on my account?

Credit card charges will often show almost immediately. The shopping cart first requests authorization from your bank to verify the funds are available. Next, it verifies the address and other security measures to verify that your credit card details match what the bank has on file for the client. If there are any problems with that information the cart may reject the order even though your credit card company approved the charge. This is usually why you may see several charges, but they are only authorizations and not completed charges. The authorization was approved but the charge was declined by our shopping cart security. If you make several attempts it will show on your account. They should be removed within no more than 24 hours and normally the next business day you will notice they are not present. If you are concerned then you can also contact us at hello@lexonalabs.com.

When will my credit show on my card?

Credits are usually processed within 24 hours. If you are cancelling your order before it has been sent to the shipping department for dispatch, then you should receive the credit within that 24-hour period. Some credit card companies do not post credit immediately and can take 7-10 business days. Our credit card processor returns the credit to the issuing bank within 24 hours.

How much credit can I expect from returned orders?

Please see the Return policy section of this site. The credit will depend on several factors, including the condition of product that was returned; as well, handling, inspection and restocking fees all apply to returned products. Approved returns are credited once the returned report has been received and approved; upon approval your credit will usually take a maximum of 7-10 business days.

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