FAQ

Support

Frequently Asked Questions

Answers drawn from the Nova Pex Bio Labs policies. For anything not covered here, please get in touch and include your order number where one applies.

Orders

How do I place an order?

Add the products you need to your cart and complete checkout. All orders are subject to acceptance and product availability.

Is an order confirmation the same as acceptance of my order?

No. An order confirmation does not necessarily constitute final acceptance of an order.

Can Nova Pex Bio Labs refuse or cancel an order?

Yes. We reserve the right to refuse an order, limit quantities, request additional information reasonably necessary to process an order, cancel orders involving suspected fraud, and decline transactions that appear inconsistent with our Terms & Conditions or applicable law.

When is my order processed?

Orders are generally processed after payment has been successfully received and the order has passed any applicable verification procedures.

Orders placed on weekends, holidays, or outside normal business processing hours may begin processing on the next available business day. Processing time is separate from carrier transit time.

Can I change or cancel an order after placing it?

Contact Nova Pex Bio Labs promptly if you need to request an order change or cancellation. We cannot guarantee that an order can be modified or canceled after processing has begun, and once an order has been transferred to the carrier, cancellation may no longer be possible.

Shipping

Which carrier do you use?

Nova Pex Bio Labs primarily ships orders through UPS.

Other carriers or shipping services may be used when necessary based on destination, service availability, package requirements, or other operational considerations.

When will I receive tracking information?

Tracking information will generally be provided after an order has shipped. It may take additional time to become active within the carrier's system after a shipping label is created.

Are delivery estimates guaranteed?

Estimated transit times displayed during checkout or provided by the carrier are estimates unless the selected shipping service expressly provides a guaranteed delivery commitment.

Delivery times may be affected by circumstances outside our reasonable control, including:

  • Carrier delays
  • Severe weather
  • Natural disasters
  • Holiday shipping volume
  • Transportation interruptions
  • Incorrect or incomplete addresses
  • Regional service disruptions
What if my shipping address was incorrect?

Customers are responsible for providing a complete and accurate shipping address. If you discover an address error, contact Nova Pex Bio Labs as soon as possible.

Once an order has been transferred to the shipping carrier, we may not be able to modify or redirect the shipment. Additional shipping charges resulting from an incorrect or incomplete address may be the responsibility of the customer where permitted by law.

Tracking says delivered, but I cannot find my package.

Please first check the delivery location, household members, mailroom, reception area, neighboring locations, or other areas where the carrier may have placed the package.

If a package cannot be located, contact Nova Pex Bio Labs promptly so we can review the available shipment information. Carrier investigations or claims may be required before certain lost-package resolutions can be completed.

My order arrived damaged. What should I do?

Please retain the following and contact Nova Pex Bio Labs promptly with photographs and the applicable order information:

  • The product
  • Original shipping box
  • Internal packaging materials
  • Shipping label
  • Photographs showing the condition of the shipment
Do you ship internationally?

International shipping, if offered, may be subject to additional restrictions, customs requirements, import regulations, duties, taxes, and carrier limitations. Customers are responsible for complying with applicable import requirements in their destination jurisdiction.

Products

What kinds of products does Nova Pex Bio Labs offer?

Two classes. Research materials are sold exclusively for laboratory research, analytical testing, and in-vitro scientific investigation.

Products expressly identified and labeled as cosmetic products are governed by the instructions, ingredient information, warnings, and intended cosmetic uses provided with those individual products.

How do I choose a strength or size?

A product offered in more than one strength or size is listed once, with the available options shown on its product page. Choose the option you need before adding it to your cart; the price and stock shown update to match your selection.

Is analytical documentation available?

Where applicable, analytical documentation may be provided for certain research materials. Any statements regarding purity, identity, testing, or analytical characteristics apply only to the extent supported by the applicable testing and documentation.

Does analytical documentation mean a product is approved for human use?

No. Analytical documentation does not constitute FDA approval, authorization for human use, or evidence that a research product is safe or effective for therapeutic purposes.

Can product specifications change?

Product appearance, packaging, specifications, and availability may change where permitted by applicable law.

Research Use

What does "research use only" mean?

Unless expressly identified as a cosmetic or other consumer product, research products offered by Nova Pex Bio Labs are sold exclusively for legitimate laboratory research, analytical testing, and in-vitro scientific investigation.

They are not intended for human or veterinary use, consumption, administration, therapeutic use, diagnostic use, or for the diagnosis, treatment, cure, mitigation, or prevention of any disease or medical condition.

What am I confirming when I purchase a research product?

By purchasing a research product you represent that:

  • You are at least 18 years of age and legally capable of entering into a binding agreement
  • You are purchasing research products solely for lawful research, analytical, or laboratory purposes
  • You will not administer research products to humans or animals
  • You will not use research products for personal, therapeutic, diagnostic, recreational, or veterinary purposes
  • You have appropriate knowledge, facilities, equipment, and procedures for safely handling the materials purchased
  • Your purchase, possession, handling, and use of the products comply with applicable federal, state, and local laws and regulations
Do you provide dosing or administration guidance?

No. Nothing appearing on this website constitutes medical advice, diagnosis, treatment recommendations, prescribing information, dosing instructions, or instructions for human or veterinary administration.

Nova Pex Bio Labs does not provide protocols for human or veterinary administration.

Do the research-use restrictions apply to the cosmetic serums?

No. Research-use restrictions applicable to research peptides do not change the expressly stated cosmetic intended use of a separately identified cosmetic product. Cosmetic products are for external use only unless expressly and lawfully labeled otherwise.

Are these products FDA approved?

Unless expressly stated for a particular product and supported by applicable authorization, Nova Pex Bio Labs does not represent that its research products are approved by the U.S. Food and Drug Administration for human or veterinary use.

The presence of scientific information, analytical documentation, product testing, or research references should not be interpreted as FDA approval or endorsement.

Account

Do I need an account to browse the catalog?

No. You can browse products and view product details without signing in.

Do I need an account to place an order?

An account may be required to complete checkout. If it is, you will be prompted to sign in or create an account during checkout, and the contents of your cart are kept while you do.

How old do I need to be to purchase?

By purchasing a research product you represent that you are at least 18 years of age and legally capable of entering into a binding agreement.

How is my personal information handled?

Collection and use of personal information through this website are governed by the Nova Pex Bio Labs Privacy Policy.

Payments

What currency are prices shown in?

Prices are displayed in U.S. dollars unless otherwise indicated.

What other charges should I expect?

Customers are responsible for applicable taxes, shipping charges, and other charges disclosed before completion of an order.

Which payment methods can I use?

Payment must be made using a payment method accepted by Nova Pex Bio Labs. The methods currently available are shown at checkout.

What happens if a price is displayed incorrectly?

We reserve the right to correct genuine pricing or typographical errors consistent with applicable law.

Returns

Can research products be returned?

Due to the nature of research materials and the importance of maintaining product integrity, chain of custody, and appropriate storage conditions, research products generally cannot be returned or restocked once they have been delivered.

This restriction applies even when a product remains unopened, because Nova Pex Bio Labs cannot independently verify the storage, handling, or environmental conditions of a research material after delivery.

This policy does not eliminate any rights or remedies that cannot legally be waived under applicable law.

My order arrived damaged, defective, or incorrect.

If your order arrives damaged, defective, or contains an item different from what you ordered, please contact Nova Pex Bio Labs promptly.

Where do I find the full returns and refund policy?

Returns, replacements, cancellations, and refunds are governed by the Nova Pex Bio Labs Refund & Return Policy.

Customers should inspect shipments promptly upon receipt and report damaged, missing, or incorrect merchandise within the period specified in that policy. Nothing in our Terms & Conditions limits rights that cannot lawfully be waived under applicable consumer-protection law.