Clear policies. Straightforward support.
Review important information about order processing, shipping, cancellations, damaged shipments, and returns before placing an order with Vertex Labs.
Shipping Coverage
Vertex Labs currently ships within the United States only. International shipping is not available at launch.
Order Processing
Orders are generally processed within 1–2 business days. Processing times may be longer during periods of high order volume, holidays, or circumstances outside our reasonable control.
Shipping & Tracking
Once your order ships, available tracking information will be sent to the email address provided during checkout.
Carrier transit times begin after the order has been processed and transferred to the shipping carrier.
Order Cancellations
Orders may be cancelled before they enter processing or fulfillment.
Once an order has entered processing or fulfillment, cancellation cannot be guaranteed.
When something isn't right.
Because of the nature of the products offered by Vertex Labs, returned merchandise generally cannot be accepted once an order has shipped.
All Sales Final After Shipment
Once an order has shipped, sales are generally final and products cannot be returned or exchanged due to a change of mind.
This policy does not limit any rights or remedies available under applicable law.
Damaged or Incorrect Orders
If you receive an incorrect product or an item that arrives damaged, contact Vertex Labs Support within 72 hours of confirmed delivery.
Please include your order number and, when applicable, clear photographs of the product, shipping container, and packaging so we can review the issue.
Missing Items
If an item is missing from your shipment, contact support within 72 hours of delivery and include your order number and a description of what was received.
Marked Delivered but Not Received
If tracking shows your order as delivered but you cannot locate the package, first check the delivery location, household members, and nearby areas where the carrier may have placed it.
If the package still cannot be located, contact Vertex Labs Support so we can review the tracking information and help determine the appropriate next step.
We'll keep you informed.
If Vertex Labs is unable to ship an order within the timeframe originally provided, we will communicate the delay and provide available options, including cancellation and refund where required by applicable law.
Contact Vertex Labs Support
Please include your order number when contacting us about an existing order so we can assist you more efficiently.