How, when and where we ship. Times, costs, customs and handling of lost or damaged shipments.
SuperBio Labs ships to most countries, with emphasis on Latin America, North America, and European primary markets. Before processing the shipment, we verify logistics viability to the specific destination.
Once payment is confirmed, orders are processed within the next 24 business hours (excluding Saturdays, Sundays, and Ecuadorian national holidays).
These are courier estimates and not guaranteed. Customs delays are common and outside our direct control.
For orders exceeding $500 USD, shipping is free to eligible destinations.
We work with DHL Express, FedEx International Priority, EMS, and national postal services depending on destination.
All products are packed in double box with protective material, clearly identified as "research material", with order number and recipient data label.
Lyophilized products are stable at room temperature during transport. Once received, they must be stored at −20°C, protected from light.
Once dispatched, the Customer receives by email the tracking number and link to the courier portal.
Tariffs, import taxes, and any tax burden of the destination country are the Customer's exclusive responsibility. SuperBio Labs declares products as "research materials" with real value for customs purposes.
If a shipment is not delivered within reasonable timeframe (courier estimate + 7 additional days), we initiate investigation with the courier. If loss is confirmed: full refund or replacement at no additional cost.
If the shipment arrives physically damaged, the Customer must document with photos immediately upon receipt and notify us within 48 hours maximum.
orders@superbiolabs.com