1. Availability and preorder
Items may be ready stock, preorder or subject to confirmation. Estimated timelines are not guarantees and can be affected by supplier, customs, courier, weather or operational delays.
2. Delivery details
Customers should provide a complete and accurate delivery address and contact number through the official order channel. Delivery fees, coverage and courier options are confirmed before completion.
3. Receiving your parcel
Check the parcel promptly. Keep the outer packaging and record a continuous unboxing video showing the sealed parcel, shipping label, internal packaging and items received.
4. Damaged, missing or incorrect items
Contact official support as soon as reasonably possible with the order reference, clear photos, unboxing video and a description of the issue. Resolution depends on the evidence, item condition, marketplace rules and courier investigation where relevant.
5. Change-of-mind returns
Because research products can be sensitive to storage, handling and chain-of-custody conditions, change-of-mind returns may not be accepted after dispatch. Do not return any item without written instructions from official support.
6. Marketplace orders
Orders made through Shopee or Lazada are also subject to the applicable marketplace return, refund and dispute rules. Use the platform process within its stated time limit when required.