Shipping policy

Last updated: November 9, 2025

This Shipping Policy applies to purchases made from DermaLabs Molecule Series LLC – DermaDAO (“DermaLabs,” “we,” “us,” or “our”).

Company address (not a return warehouse):
DermaLabs Molecule Series LLC – DermaDAO
16192 Coastal Hwy., Lewes, Delaware 19958, United States

Support: hello@dermadao.xyz

 

1) Christmas Pre-Order Delivery Commitment

  • Pre-orders placed by Friday, December 5, 2025 at 23:59 (Europe/Berlin, CET) are scheduled to arrive in time for Christmas (Dec 24–25, 2025) to eligible destinations listed at checkout.

  • This commitment assumes a valid deliverable address and excludes delays outside our control, including severe weather, carrier/network constraints, customs holds, and other force majeure events.

  • Orders placed after December 5, 2025 (CET) will be shipped as quickly as possible, but Christmas delivery is not guaranteed.

You’ll receive a shipping confirmation with tracking as soon as your parcel leaves our warehouse.

 

2) Order Processing & Dispatch

  • Pre-orders: Charged at checkout. When inventory lands, we process and hand off to carriers in the published pre-order window.

  • In-stock orders: Typically process within 1–3 business days (Mon–Fri, excluding holidays).

  • If your order contains pre-order and in-stock items, we may split ship at our discretion to meet delivery timelines. You’ll receive separate tracking numbers if applicable.

 

3) Shipping Methods, Transit Times & Regions

  • Available countries/regions and service levels (Standard/Expedited) are shown at checkout and may vary by destination.

  • Estimated transit times (business days, once shipped):

    • United States: Standard 3–7; Expedited 2–3

    • EU/UK: Standard 3–7; Expedited 1–3

    • Rest of World: Standard 7–14; Expedited 3–7

  • These are estimates, not guarantees. Peak-season volumes may extend transit times.

 

4) Shipping Fees, Duties & Taxes

  • Shipping costs are calculated at checkout based on destination, weight, and service level.

  • International shipments may incur import duties, taxes, and brokerage fees levied by the destination country. These are your responsibility and are non-refundable.

  • If a shipment is refused or unclaimed due to unpaid duties/taxes and returns to us, we can refund the product price minus original shipping and any return/clearance fees, provided the parcel is received back unopened and in sellable condition.

 

5) Address Changes & Order Edits

  • We begin processing quickly. To request an address change or edit, email hello@dermalabs.org immediately with your order number and the correct address.

  • If the order has already been handed to the carrier, we may be unable to modify it. Ineligible address changes are the customer’s responsibility.

 

6) Tracking, Delivery & Missed Deliveries

  • Tracking details are emailed at dispatch. Please allow up to 24 hours for scans to appear.

  • If tracking shows “Delivered” but you cannot locate the parcel, check with household members, neighbors, building management, and your local carrier office.

  • Report missing or misdelivered parcels to us within 7 days of the “Delivered” scan so we can initiate a trace with the carrier.

 

7) Damaged, Defective, Wrong Item, or Delivered Unsealed

If your parcel arrives damaged, defective, incorrect, or the product was delivered unsealed (tamper-evident seal broken/missing upon delivery):

  1. Contact hello@dermalabs.org within 7 days of delivery.

  2. Include your order number and clear photos of: outer carton (all sides), inner packaging, packing slip, product(s), and the seal (close-up).

  3. After review, we will arrange a replacement or refund in line with our Returns & Refunds Policy.

 

8) Undeliverable, Refused, or Returned-to-Sender

  • If a package is returned due to an incorrect/undeliverable address, repeated delivery attempts, or refusal, we can refund the product price minus original shipping once the parcel is received back unopened and in sellable condition.

  • Re-shipment can be arranged upon payment of new shipping charges.

 

9) Holiday Operations Notes

  • Carriers and warehouses observe local/national holidays. Limited operations around Dec 24–26 and Jan 1 may impact hand-offs and scans.

  • We work with carriers to prioritize pre-order Christmas deliveries confirmed by the Dec 5, 2025 (CET) cutoff.

 

10) Policy Scope & Updates

This Shipping Policy forms part of our Terms of Service. We may update it periodically; the latest version will appear on this page with the “Last updated” date. This policy does not limit any non-waivable statutory rights you may have under applicable law.

 

 

Questions about shipping?

Email hello@dermalabs.org with your order number - we’re here to help.