Shipping policy

Shipping policy

Last updated: 3 November 2026

This policy explains processing, shipping and delivery. Our Returns & 90-Day Money-Back Guarantee also applies. If the policies differ on a cancellation, delivery dispute or refund, the refund policy and your applicable consumer rights take priority.

1. Processing and shipping times

Processing and carrier transit are separate. Standard processing is estimated at 1–3 business days once the items in your order are available for fulfilment. Products supplied to order or awaiting replenishment can take longer. If availability or preparation affects your order, we will contact you with the expected dispatch timing and your available options.

Carrier transit begins after dispatch. Delivery estimates shown at checkout are estimates, not guaranteed arrival dates. Contact support@ocupetlabs.com if you need help with an order or an updated estimate.

Promotional priority shipping or fulfilment does not guarantee overnight, next-day or same-day delivery. Product availability, preparation time and carrier conditions still apply. Review the shipping method and any charge shown at checkout before paying.

2. Missing, delayed or delivered packages

If your parcel is delayed, missing or marked delivered but cannot be found, contact us. We will review the tracking and delivery information with you and investigate with the carrier where needed. A carrier delivery scan does not automatically settle a delivery dispute. Refunds, replacements and other remedies are handled under our refund policy and applicable consumer rights.

3. Shipping-address changes

Please check your delivery address, including any apartment or unit number, before placing an order. Email us as soon as possible if it needs correcting. We will check the fulfilment status and confirm whether a change is possible. If an address error leads to a returned parcel or a re-shipping cost, we will explain the available options and any applicable cost before arranging another shipment. Any deduction or charge remains subject to our refund policy and your consumer rights.

4. Order changes and cancellations

Email support@ocupetlabs.com as soon as possible to request an order change or cancellation. We will check whether the order has been prepared or dispatched and confirm what can be done. Sending a request does not by itself confirm that an order has been changed or cancelled. There is no automatic 60-minute cutoff that removes rights described in our refund policy or required by law.

For a return or guarantee claim, follow our refund policy and contact support before posting anything. That policy explains when a physical return is not required and how any applicable return costs are handled.

5. International shipping, taxes and duties

Shipping charges and any taxes or duties collected by OcuLabs are displayed at checkout. Additional import charges not collected at checkout may be assessed by your destination country or carrier where applicable. Customs checks can affect delivery estimates. Contact us if you need order information or help understanding a charge or delay.

6. Refused or uncollected shipments

If a parcel is refused, returned or not collected, contact support so we can review the circumstances and explain the next steps. Any refund, re-shipping cost or other remedy will be assessed under our refund policy and applicable consumer rights. Refusing a parcel is not, by itself, confirmation that an order or subscription has been cancelled.