Order Processing

• We process orders within 1–2 business days once payment is confirmed.
• Orders placed on weekends or public holidays will be processed the next working day.

Shipping Methods & Delivery Time

• We use reliable courier partners to deliver your products.
• Domestic shipping: typically 3–7 business days (depending on your location).
• For remote or rural areas, delivery may take up to 10 business days.
• Once your order is shipped, you will receive a tracking number via email.

Shipping Charges

• Shipping is free for subscription orders.
• For orders below that threshold, a shipping fee will be applied at checkout.
• Any customs duties, taxes, or import fees (if applicable for international orders) are the customer’s responsibility.

Lost or Damaged Items

• If your order is lost in transit, please contact us at team@theonelabs.co within 14 days of the estimated delivery date, and we'll help you raise a claim with the courier.
• For products damaged during shipping, please send us a photograph of the damage along with the packaging, and we will issue a replacement or refund after verification.

2. Return & Refund Policy

Return Eligibility

• You can request a return within 30 days of delivery of your first order. If you don’t like it, we will offer you a refund within the first 30 days. 
• After your first 30 days, we will be unable to issue a refund on food dietary supplements due to health and safety reasons. 

How to Initiate a Return

• To start a return, please email us at team@theonelabs.co.
• In your request, mention your order number, product name, and reason for return.
• Once approved, we'll provide you with return instructions.

Return Shipping

• Return shipping costs may be borne by the customer unless the item is defective, the return is due to our error or within your first 30 days. 
• We recommend using a trackable shipping service for returns, as we are not responsible for lost return parcels.

Refund or Exchange

• After receiving and inspecting the returned item, we will notify you of your refund or exchange status via email.
• Refunds: If approved, we will refund you within 14 days to the original payment method.

Non-Returnable Items

• After your first 30 days, we will be unable to issue a refund on food dietary supplements due to health and safety reasons. 

Cancellation

• Orders can be canceled before they are shipped.
• Once shipped, cancellation may not be possible - you will need to follow the return process once the item arrives.

Contact for Returns

Email: team@theonelabs.co.