FAQ & Policies
Shipping & refunds
we prioritise reliable shipping to ensure our customers receive their orders safely. We’ve noticed a decline in Express Post’s success rate due to postal police operations, which now stands at 70-80%. As a result, we can no longer guarantee delivery via Express Post.
Preferred Shipping Method
We recommend using Slow Post (red bag), which boasts a 99% success rate. If your package does go missing, we’ll happily re-ship.
Express Post
If you still prefer Express Post, please be aware that shipping with this method is at your own risk. We don’t re-ship missing items sent via Express Post.
Terms and Conditions for Replacement of Missing Items
To ensure a smooth replacement process, please follow these steps:
1. Upon receiving your package, record a video using your phone or camera.
2. Show the package’s address and tracking number (displayed for at least 5-10 seconds).
3. Open the package and record the contents, including the sticky note inside.
4. If items are missing, send us the video evidence, and we’ll promptly replace them.
5. Important: Failure to provide video evidence will result in us not replacing missing items.
We appreciate your understanding and cooperation in following these procedures. If you’re a re-seller, please inform your customers about these terms to ensure a seamless experience.
FAQ
What payment methods do you accept?
We currently accept Bitcoin (BTC). All transactions are processed securely via our BTCPay Server. You can pay by scanning the QR code or manually entering the wallet address. We recommend entering wallet address manually.
How long does it take to process my order?
Once payment is confirmed on the blockchain, your order is typically processed within 24–48 hours. You’ll receive a confirmation email once it’s on the way.
Do you ship internationally?
At the moment, NovaLabs ships only within Australia. We’re working on expanding international shipping — stay tuned.
How long does shipping take?
Standard shipping usually takes 2–6 business days, depending on your location. Express options may be available at checkout.
Can I cancel or change my order?
Due to the nature of cryptocurrency transactions and rapid order processing, orders cannot be changed or cancelled once payment has been received. Please double-check your order before completing checkout.
I made a mistake with my payment — what now?
If you underpaid, overpaid, or sent to the wrong address, contact us immediately at enhancedathletes@proton.me with your order number and transaction ID. We’ll do our best to help — but crypto payments are irreversible, so accuracy is critical.
What happens if my package is lost or damaged?
All orders are shipped with tracking. If your package is lost or arrives damaged, please reach out to us within 48 hours of delivery with photos and tracking info.
Are your products lab-tested?
Yes. All NovaLabs products are manufactured in controlled environments and tested for purity, dosage accuracy, and safety. We only stock what we trust.