Return & Refund Policy
How returns, order issues, cancellations, and refunds work at EVO Labs Research. Please review the full terms below before requesting a return or reporting an issue.
📸 Every order is photographed before it ships. We take photos of your order during packing as a record of exactly which items were included and the condition they shipped in. You can view them in your account under your order, and through the link in your shipping confirmation email. If you report an order issue, we review these photos alongside any photos you provide.
1. Returns
Returns are accepted only for products that are unused, unopened, and factory-sealed. To be eligible for a return, customers must submit a return request within 14 days of the original purchase date and receive prior authorization from EVO Labs Research before sending any products back.
Approved returns will be refunded to the original payment method after the returned products have been received and inspected by our warehouse. Original shipping charges and package protection fees are non-refundable.
Products that have been opened, used, reconstituted, altered, improperly stored, or damaged after delivery are not eligible for return or refund.
2. Reporting an Order Issue
Any order issue — including damaged, missing, defective, or incorrect items — must be reported to EVO Labs Research within 5 days of the confirmed delivery date.
Customers may be required to provide clear photographs of the product, vial, packaging, shipping materials, and shipping label. All products and original packaging should be retained until the claim has been reviewed and resolved.
📸 Packing photos on file. EVO Labs Research photographs each order during packing as a record of the items and condition shipped. These photos are available to you on your order and are reviewed together with any photographs you submit when we evaluate a claim.
Claims submitted outside the 5-day reporting period may not be eligible for a replacement or refund.
3. Damaged, Missing, or Incorrect Items
Verified issues involving damaged, missing, defective, or incorrect items will be resolved with a replacement shipment or refund at the discretion of EVO Labs Research.
EVO Labs Research reserves the right to request supporting documentation and verify the circumstances of any claim before approving a replacement or refund.
4. Shipping & Delivered Packages
Once carrier tracking confirms a package as delivered, responsibility for securing the package transfers to the customer.
EVO Labs Research is not responsible for packages that are lost, misplaced, or stolen after confirmed delivery, including packages delivered to porches, mailrooms, front desks, parcel lockers, or other designated delivery locations.
Refunds or replacements will generally not be issued for packages confirmed as delivered, unless the order is eligible for coverage through Route Package Protection.
🛡️ 5. Route Package Protection
Customers who purchase Route Package Protection at checkout may be eligible for coverage for qualifying packages that are lost, stolen, or damaged in transit.
Route claims are subject to Route's eligibility requirements, reporting deadlines, terms, and claim procedures. Shipping-related claims covered by Route should be submitted through Route's applicable claims process.
Important: Route Package Protection does not replace EVO Labs Research's policy for fulfillment errors, such as an incorrect or missing item inside a successfully delivered package. These issues must be reported directly to EVO Labs Research within 5 days of confirmed delivery.
How to File a Route Claim
If you added Route Package Protection and your shipment was lost, stolen, or damaged in transit, filing a claim takes about two minutes:
Go to claims.route.com (or open the Route app if you have it installed)
Enter the email address you used on your EVO Labs order, then select the order
Choose the issue type — lost in transit, stolen, or damaged
For damaged items, upload a photo of the package and product
Submit the claim — Route reviews and resolves it under their terms and timelines
Didn't add Route at checkout? Packages confirmed as delivered are not eligible for a refund or replacement (see Section 4). For a shipment lost or damaged in transit without Route coverage, email supportwith your order number — resolution is at EVO Labs Research's discretion and requires verification, including carrier tracking review and photographs.
6. Cancellations
Cancellations are accepted only before fulfillment has commenced. Once fulfillment has commenced, the order is final and cannot be canceled.
If a cancellation is approved while an order is still in processing status, the customer will receive a refund to the original payment method.
7. Refund Processing
Approved refunds will be issued to the original payment method after any applicable returned products have been received and inspected by our warehouse.
Processing times may vary depending on the customer's bank or financial institution. Original shipping charges and package protection fees are non-refundable.
EVO Labs Research reserves the right to deny a return, refund, replacement, or claim that falls outside this policy, lacks sufficient supporting documentation, or involves products that have been opened, used, reconstituted, altered, improperly stored, or otherwise made ineligible under this policy.
How to Request a Return or Report an Issue
Email support@evolabsresearch.co with your order number — within 14 days of purchase for a return, or within 5 days of delivery for an order issue
Describe the request — a return of unopened product, or a damaged, missing, defective, or incorrect item
Attach clear photographs if reporting an issue (product, vial, packaging, shipping materials, and shipping label)
Wait for authorization before sending anything back — unauthorized returns cannot be processed
We review your request, along with the packing photos on file, and respond with a resolution
Not Eligible for Return or Refund
- Return requests submitted more than 14 days after the original purchase date
- Products that have been opened, used, or reconstituted
- Products that have been altered, improperly stored, or damaged after delivery
- Products returned without prior authorization from EVO Labs Research
- Order issues reported more than 5 days after the confirmed delivery date
- Packages lost, misplaced, or stolen after confirmed delivery (unless covered by Route)
- Original shipping charges and package protection fees
Need help with an order?
Our team responds within 24 hours, Monday–Friday. Please include your order number.
Effective July 20, 2026. EVO Labs Research reserves the right to update this policy at any time.