Returns & Refunds

If we mess up,
we fix it. Fast.

Because our strips are a food-grade product, we can't resell anything that's left the warehouse — so we don't do change-of-mind returns or exchanges. But if your order arrives damaged, defective, wrong, or lost in transit, we'll make it right within 30 days.

30Day Window
100%Refund If It's On Us
0Restocking Fees

How to file a claim

Three steps. No forms, no hold music. Email us within 30 days of delivery and a real human gets back to you inside one business day.

STEP 01

Email support

Send a note to support@convictlabs.shop with your order number (starts with #CL) and a quick description of the problem.

STEP 02

Send a photo

Snap a clear picture of the tin, the shipping label, and whatever's wrong with it. Photo proof lets us process claims without shipping anything back.

STEP 03

Refund or reship

Once approved, replacements go out within 3 business days. Refunds hit the original payment method in 3–7 business days, depending on your bank.

What's covered

The guarantee holds for 30 days from the day your order is delivered. Here's exactly what qualifies — and what doesn't.

✓

We've got you

  • ✓
    Damaged in transitCrushed tin, broken seal, leaking packaging — free replacement, no return required.
  • ✓
    Defective stripsStrips that won't dissolve, have off-color/off-smell, or fail to perform as described on the label.
  • ✓
    Wrong item receivedWe sent Lights Out instead of Pre-Trial? Full replacement, zero shipping cost to you.
  • ✓
    Lost in transitTracking stalled or the package never arrived? File within 30 days of estimated delivery and we'll reship or refund.
✕

Not covered

  • ✕
    Change of mindOpened or unopened — once a tin leaves our warehouse we can't resell a food-grade product, so change-of-mind returns aren't accepted.
  • ✕
    Exchanges between flavors or formulasWe don't swap one SKU for another. If you want to try something else, place a new order.
  • ✕
    Wrong shipping addressIf the address you entered at checkout was wrong, a reship is at your cost. Double-check before you hit pay.
  • ✕
    Unclaimed / refused packagesPackages returned to sender because no one collected them aren't refundable.
  • ✕
    Customs rejectionInternational orders refused at customs or where duties/taxes weren't paid are non-refundable.
  • ✕
    Anything past 30 daysClaims submitted more than 30 days after delivery can't be processed.

The timeline

Here's exactly how long each step takes so there are no surprises.

From email to resolved

< 24h

First Response

A real human replies to your email within one business day (Mon–Fri).

3 days

Replacement Ships

Approved replacements are dispatched within 3 business days of approval.

3–7 days

Refund Lands

Refunds hit the original payment method within 3–7 business days of approval.

Questions we get a lot

If the answer isn't here, email us — we'll get back to you same day.

Why don't you accept change-of-mind returns?
Our strips are a food-grade, ingestible product. Once a tin has left our warehouse — opened or not — we can't legally or safely resell it, so accepting change-of-mind returns would mean destroying perfectly good product and quietly pricing that waste into everyone's orders. We'd rather keep prices honest and set expectations up front.
Do I have to ship the tin back?
No. For damaged, defective, wrong-item, or lost orders, a clear photo is all we need. You keep (or dispose of) the original and we send a free replacement or refund.
Can I swap one flavor or formula for another?
We don't process exchanges. If the tin you received is defective or the wrong SKU, we'll refund or reship the correct one. If you just want to try something different, place a new order.
How do subscriptions work?
Subscriptions are covered by the same 30-day guarantee as one-time orders — every shipment, not just the first. You can pause, skip, or cancel anytime from your account. No fees, no phone calls.
I bought from a retailer, not the website. Can I return to you?
No. Products bought through third-party retailers need to go through that retailer's policy. If the product is defective, email us anyway and we'll help you get it sorted.
What if my refund is late?
Most refunds show up within 3–7 business days. Some banks take up to 10. If it's past 10 business days and nothing has landed, email support@convictlabs.shop and we'll trace it.
EU customers: Under EU consumer rights, you have a 14-day cooling-off period to withdraw from your purchase after receiving the goods, provided you accepted delivery and the tin is returned unopened and in its original, sealed condition. Return shipping is at your cost. Contact support@convictlabs.shop to exercise this right.  ·  Sale & promotional items are final sale unless damaged or defective.  ·  Gift cards are non-refundable.  ·  Convict Labs reserves the right to refuse claims that don't meet the conditions above, or to update this policy at any time. The version on this page is the active one.

Still need help?

Shoot us an email with your order number and we'll get back to you within one business day. No bots, no scripts — just a real person from the Convict Labs team.

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