Fair, Clear Returns.
How we handle damaged, incorrect, or undelivered orders — and what you can expect from us if something goes wrong.
Last updated: October 2026What you need to know
Three quick facts about our refund and return process before you read the full policy.
Report within 48 hours
If there's a problem with your order, contact us within 48 hours of delivery so we can investigate and resolve it quickly.
Case-by-case review
Because of the nature of our products, returns are not accepted after dispatch. Refunds are issued on a case-by-case basis.
24/7 support
Our livechat and email support are always available if you need to raise an issue or follow up on a refund.
This Refund & Return Policy explains how USA Pharmaqo Labs handles refunds and returns for orders placed through our website. It should be read together with our Terms & Conditions.
01 Overview
We want every customer to be satisfied with their order. Because our products are consumable goods and we cannot resell returned items, we are unable to accept general returns once an order has been dispatched.
However, if something goes wrong with your order — a damaged item, an incorrect product, or an order that never arrives — we will investigate and work with you to make it right. Refunds in these cases are issued at our discretion after review.
02 What Qualifies For A Refund
The table below summarises how we handle common situations. All cases are reviewed individually.
| Situation | Refund eligible? |
|---|---|
| Order arrives damaged | Case by case |
| You received the wrong product | Yes — verified |
| Order marked delivered but not received | Case by case |
| Order lost in transit | Yes — verified |
| Order not yet paid for | No order placed |
| Change of mind after dispatch | Not eligible |
| Opened or used products | Not eligible |
| Reported more than 48h after delivery | Not eligible |
03 How To Request A Refund
If you believe your order qualifies for a refund, please contact us as soon as possible. Follow the three steps below so we can help you quickly.
04 Information To Include
To speed up your request, please include the following in your message:
- Your order number — found in your confirmation email.
- Your billing email — the one used at checkout.
- A description of the issue — what went wrong and when.
- Photos or video evidence — for damaged or incorrect items.
- Any relevant tracking information — for orders reported lost or not received.
Requests with complete information are resolved much faster. Missing details may slow the process down.
05 How We Review Your Request
Once we receive your request, we will:
- Confirm the details of your order and payment.
- Investigate the issue with our warehouse or carrier where relevant.
- Ask for any additional information needed to complete the review.
- Get back to you with our decision as quickly as possible.
Most cases are reviewed within a short timeframe. Complex cases involving carrier investigations may take longer, and we'll keep you updated throughout.
06 How Refunds Are Issued
Approved refunds are issued using the same payment method you used where feasible. Because all payments are processed manually, refunds are also processed manually and may take a short time to appear depending on the method:
- Bitcoin — refunded to the wallet address provided by the customer.
- Cashapp, Chime, Zelle — refunded to the account used to make the payment.
- Interac E-transfer — refunded via Interac E-transfer for Canadian customers.
We will confirm the refund details with you before issuing it.
07 What Is Not Eligible
The following situations are not eligible for a refund:
- Requests submitted more than 48 hours after delivery.
- Change of mind once the order has been dispatched.
- Opened, used, or tampered-with products.
- Orders that were shipped to an incorrect address provided by the customer.
- Delays caused by carriers, customs, or events outside our control.
- Orders where payment was never completed.
08 Damaged Or Incorrect Items
If your order arrives damaged or you receive the wrong product, please photograph the item and the packaging before opening or using it, and send the photos to us within 48 hours.
Once verified, we will arrange a replacement or a refund. Please do not return the item without contacting us first — unauthorised returns cannot be accepted.
09 Lost Or Undelivered Orders
Every order we ship includes tracking details. If your tracking shows the order as delivered but you cannot find it, please:
- Check with neighbours and around your property.
- Contact the carrier directly with your tracking number.
- Reach out to us with your order number and tracking details.
If the carrier confirms the parcel was lost in transit, we will issue a replacement or refund.
10 Order Cancellations
Because orders are dispatched immediately after payment confirmation, cancellations are not guaranteed once payment is made. If you need to cancel, contact us as soon as possible — if the order has not yet been dispatched, we will do our best to help.
If a cancellation is accepted after payment, we will process a refund following the same method described above.
11 Contact Us
To request a refund or ask a question about this policy, reach out through either channel:
- Email: support@usa-pharmaqolabs.com
- Livechat: available 24/7 on our website.
You can also visit our Contact Support page.
How to request a refund
Contact us
Reach out via livechat or email within 48 hours of delivery and explain the issue.
Provide evidence
Include your order number, billing email, and photos if the item arrived damaged or incorrect.
Get a decision
We review your case and get back to you with a resolution — replacement or refund.
Please read before ordering
Because of the consumable nature of our products and the fact that we cannot resell returned items, we do not accept general returns once an order has been dispatched. Refunds are only issued in the specific situations outlined in this policy.
If you have any questions before ordering, contact our support team — we'd rather help you get it right the first time.
Need to raise an issue?
Contact us within 48 hours of delivery and our team will help resolve it.