How, when, and where we ship. Times, costs, customs, and handling of lost, damaged, or defective shipments.
SuperBio Labs ships with an emphasis on Ecuador and Latin America. Current coverage:
For destinations outside those listed, we verify logistical and regulatory feasibility before processing the order.
Once payment is confirmed, orders are processed within the following 24 business hours (Monday through Friday, excluding Ecuadorian national holidays). During that window, the package is prepared, the shipping label is generated, and the parcel is handed over to the courier.
| Destination | Time (business days) |
|---|---|
| Quito (metro area) | 1 day |
| Rest of Ecuador | 1–3 days |
| Galápagos | 3–5 days |
| Colombia, Peru | 4–7 days |
| Mexico, Central America | 5–9 days |
| Chile, Argentina, Uruguay, Paraguay | 6–10 days |
These are courier estimates and are not contractually guaranteed. Delays caused by customs procedures in the destination country are common and outside our direct control.
The exact cost is calculated at checkout based on the destination. Approximate reference:
Free shipping on orders over $300 USD within Ecuador. For LATAM, free shipping on orders over $500 USD.
The courier is assigned based on the destination and order type. The Customer may request a specific courier at the time of purchase (subject to availability and any additional cost).
All products are packed in a double box with protective material. Lyophilized vials are shipped at ambient temperature — lyophilized peptides are stable without refrigeration during transport (typically 7–14 days at ambient temperature without significant loss of potency).
Each package includes:
Upon receipt, store the unreconstituted vial at −20°C, protected from light. Once reconstituted: refrigerate at 2–8°C and use within the timeframe indicated for the product.
Once the order is dispatched, the Customer receives by email:
Order status is also available in the "My account" section of the site.
For international shipments:
If a shipment is not delivered within the courier's estimated timeframe plus 7 additional days, contact hello@superbiolabs.com with the order number and tracking number.
Procedure:
If the package arrives physically damaged (broken vial, broken seal, altered contents):
Due to the research nature and cold-chain handling of our products, we do not accept returns for change of mind. The only valid grounds for return and refund are:
The Customer must notify hello@superbiolabs.com within 7 days of receipt with details, photos, and order number. After verification, we proceed with a replacement or full refund (including original shipping cost). The refund is processed to the original payment method within 5–10 business days.
An order may be canceled at no cost before it has been dispatched. Once the shipping label has been generated, cancellation is no longer possible — the return procedure for the valid grounds described above will apply.
For customers in Ecuador, the Ecuador Consumer Protection Law (LODC) recognizes the right of withdrawal in distance sales before the product has been shipped. Because our products are temperature-sensitive peptides subject to chain-of-custody handling, once dispatched, the grounds described in section 11 apply.
For any question about your shipment:
Email: hello@superbiolabs.com
WhatsApp: +593 98 093 5979
Hours: Monday to Friday, 9:00 AM–6:00 PM (GMT-5).