General Shipping Info

1. Shipping address should be input in English without any special symbols to help the courier company recognize your address in the system. We will ship according to the shipping address you provided. Please notify us of any address change before your order is marked "Processing" to avoid parcel loss.
2. Please contact our customer service staff immediately if you need to cancel or altered an order. Once your order has reached "processing" status, it can no longer be canceled or altered in any way. To avoid complications, please recheck your shopping cart before checkout.
3. We can ship all in-stock orders within 2 business days as your order has been confirmed.
4. All items are inspected before dispatch and are carefully hand-packed.
5. With standard courier practice, you need to check the contents of the parcel before signing for your goods. Otherwise, we will not be held responsible for any damage that may have occurred in transit.

Free Shipping Policy

Distributors are not eligible for free shipping.

Shipping Options

Oversea wearhouse service

Currently, we store our products in Shenzhen, and we are opening our warehouse in Munich, Germany and Seattle, US in 2024. Overseas warehouse suppliers help to pick, pack and ship your parcel with lower shipping costs, faster delivery and custom free. This service will soon be valid for Europe and the US and we will expand overseas warehouses to other countries in the near future.

Germany DHL Paket Expedited:

1-3 Business Days, tracked, not insured, delivery normally from 9:30 a.m to 7:30 p.m.

European Union DHL Paket Expedited:

3-5 Business Days, tracked, not insured, delivery normally from 9:30 a.m to 7:30 p.m.

US DHL Smart Mail Plus Expedited:

3-5 Business Days, tracked, not insured, delivery normally from 9:30 a.m to 7:30 p.m.

DGM Smart Mail Expedited:

3-5 Business Days, tracked, not insured, delivery normally from 9:30 a.m to 7:30 p.m.

Customs, Duties and Taxes

OpenELAB's current INCOTERM is FOB Shenzhen which doesn't include custom fee. You should expect to pay any amount charged by the government in your respective country. This includes, and is not limited to, duties, taxes and any extra fees charged by the courier company. We will not hold responsible for any extra charges once the original package has been shipped. If the customer refuses to pay these extra charges, the return shipping and any additional fees will be taken out of the cost of the order, with any remaining funds being refunded to the customer.

Customs are quite different in each country. please comment while you are placing order about the requirements, we will support as much as possible.

Customs, Duties and Taxes for UK and DE warehouses

How is VAT charged when the Customer places an order from OpenELAB (UK and DE warehouses)?

In accordance with the newest VAT e-commerce rules in EU, OpenELAB shall have the right to charge the amount of VAT. The standard rate of actual VAT applied is subject to the European governments' freedom to set the number and level. Such an amount of VAT will be charged when you place an order from OpenELAB. Please contact OpenELAB if you have any questions when you pay such VAT.

What kind of fee will be charged without VAT (UK and DE warehouses)?

Except for the VAT, OpenELAB will charge any handling fee when you are placing any purchase orders, which includes but not limited to customs duty, import VAT and freight costs, etc. Customs duty and import VAT will be paid on the importation of goods from outside the EU into an EU country, and such amount is calculated as a percentage of the customs value of goods.

Order Status

• Pending: Your order has been submitted, but payment has not been completed.
• Confirming (Bank transfer only): We are waiting for payment to arrive or are verifying payment.
• Confirmed: Payment has been confirmed and your order will begin processing shortly.
• Processing: Your order is being processed.
• Shipped: Your package has been collected by the forwarder.
• Traceable: Tracking information for your package is now available. Please go to your order history to track the status of your package.
• Canceled: Your order has been canceled.
• Closed (Credit card only): Payment was rejected by the bank. Please place the order again and try another payment method or contact your credit card provider.

Please note that it may take 1-2 working days for DHL/FEDEX or 7-10 working days for registered airmail services for the status to update from "Shipped" to "Traceable".

Effective Date: March 25, 2024

Returns & Refund