If an order has shipping insurance and was sent to the correct name and address, a package lost in transit is covered through the shipping insurance.

What’s covered

• a package lost in transit, and
• a package damaged in transit.

What isn’t covered

What’s covered depends on the carrier’s tracking. A package scanned as delivered to the address given at checkout can’t be claimed. That includes theft after delivery, and packages sent to an incorrect address provided at checkout.

If your package is lost

If your tracking hasn’t updated in two business days, email support@bionetiklabs.com with your order number, and we’ll file a claim with
the carrier. Keep weekends in mind: carriers don’t scan on Saturday or Sunday, so a Friday shipment may show no movement until Monday.

If your package arrives damaged

Email support@bionetiklabs.com within 7 days of delivery with your order number, a description of the problem and photos of the product and packaging. Once we review your claim, we will either replace the product or issue store credit.

If tracking says delivered, but you don’t have it

Contact the carrier shown on your tracking number. They hold the delivery scan and can tell you exactly where and when the package was left, which is detail we don’t have on our end.

Questions

Email support@bionetiklabs.com. We reply within one business day.