Once you have placed an order, we will confirm receipt of your order by sending a confirmation e-mail to the address provided at check-out. The order confirmation serves as an invoice and includes your Order Number along with all pertinent details. Please note that this is not an acceptance of your order, but a confirmation that it has been received only. All orders are subject to acceptance and availability.
Once your order has been placed and you have received a confirmation of your order, our team will receive your order for processing. Please note that due to the impact of the ongoing health pandemic, COVID-19, our current processing time is 2-5 business days.Once your order has been processed and it’s shipment has been confirmed, you will receive a confirmation e-mail containing tracking information.
For the pre-order items, we will process the shipping once the bulk is in stock. All pre-order items will have the estimated shipping time on the product page. We will arrange the order of shipment according to the order of purchase. Any further questions for pre-order items, please contact us.
Please note that the item that you purchase may not have been ready yet. While we strive to have our items delivered to you in a timely fashion, our collectibles are often painstakingly crafted and include hand-made detail and may take up months from the close of the pre-order to reach you.
Our team will reach out to the e-mail provided at checkout if the products you have selected are not currently available, if an address verification is required, and/or if any additional information is required for security verification purposes.
You may cancel your order, for any reason, up to the moment that is processed by our team. Once your order has been marked as completed and released for shipping, we are unable to cancel your order, but you may return your order for a refund once you have received it. Please reach out to our team as soon as possible if you need to cancel your order.
We currently offer shipping worldwide. Due to the ongoing health pandemic, COVID-19, our estimated delivery time for international orders is 12-20 business days.
For orders placed internationally, we are pleased to offer shipping fees of $25 for ASIA Standard Shipping, and $45 for USA/EU Standard Shipping. ASIA International orders over $150 include free shipping. USA/EU International orders over $260 include free shipping.This fee does not include any taxes or customs duties.
We ship delivery duties unpaid (DDU), therefore any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country. Please contact your local customs office for information on these prices, so you are not surprised by additional charges.
All orders are charged in USD, all prices listed on the MULTI LAB online store are listed in USD. international deliveries will be delivered within 12-20 days, unless the package is held up in customs.
FAQ
The price of purchase for your item does not cover various import duties and taxes which may be charged by your local customs office when our items are shipped into your country. Such customs duty and import charges are imposed by your customs authorities and are outside of MULTI LAB control. As such, we are unable to accurately estimate and collect import duties and taxes at checkout.
It is the responsibility of the customer placing the order to pay any local import taxes and duties. MULTI LAB is unable to reimburse you for any local import taxes or duties levied on your item. We communicate this clearly at checkout to all customers who may be subject to additional import fees.
Please contact our Customer Support and inform us. All customers will be responsible for any return or reshipping fees if applicable and the fees are non-refundable.
We do not recommend refusing the delivery of your item under any circumstances. There are processes in place for our Customer Support to assist all our customers with returns and exchanges; refusing the delivery will only prolong the time taken for your item to reach you or for us to reach a resolution.
If you are uncontactable upon delivery of your item, your item will be returned to MULTI LAB .Please contact or reply to us within 14 days to request for a reshipment, exchange, or refund of your item. Please note that all reshipments are subject to stock availability, and that you remain responsible for any applicable reshipment fees and import duties. Any applicable refunds will be processed less the return shipping costs and international return fees and taxes (if applicable).
Unfortunately, due to the limited nature of our products, we cannot entertain any requests that are not received by us within the above stipulated time limit and no refunds will be issued.
Please accept the item instead of refusing it, assess the damage, and contact us within 14 days. Our team will assist you with the next steps.
Your continued use of our site and services, you consent to our Terms of Service and any changes that may be made from time to time.