FAQ

General Shipping Information

Lab401's engagement is to get your orders to you as quickly as possible in a perfect condition. All packages are insured to 100% of the value, and Lab401 Delivery Protection can be used to ensure immediate re-shipment if a package is lost or damaged.

All orders are securely packaged. Premium and Express orders are typically further protected in an untearable polyurethane satchel, ensuring that your package is not tampered with during delivery.

To ensure privacy and reduce theft, all packages are anonymous - there is no mention of product contents or Lab401 branding on the outside of the packaging.

Shipping Methods

Lab401 provides three types of shipping options:

• Eco Delivery
• Premium Delivery
• Urgent Express Delivery

Eco Delivery is for available light and slim orders, particulaly cards, keyfobs and accessories. It is dispatched by La Poste (French postal system) and tracked.

Premium Delivery is our default shipping option: fast and reliable delivery via courier. Depending on the destination, Premium Delivery use UPS, FedEx, DHL, Chronopost or Colissimo.

Urgent Express Delivery uses the fastest possible delivery method possible: UPS Express, FedEx Express, DHL Express or Chronopost Express.

Lab401 provides same day shipping for Urgent Express orders made before 12PM GST+1.

Free Shipping

Yes - orders over 650€ excluding taxes have free shipping.

Customers that qualify for free shipping can still select rapid shipping options.

When will my order be dispatched?

Lab401 dispatches orders Monday - Friday.
All orders placed before 12PM GMT+1 will be dispatched the same day. All orders placed after this cutoff time will be dispatched the next business day.

For example:

• An order placed Friday, 9AM GMT+1 will be dispatched the same day.
• An order placed on Friday, 6PM GMT+1 will be dispatched Monday.
• An order placed on Saturday will be dispatched Monday

For any questions, please contact customer support.

When will I receive my order?

Average order times can be estimated below.

Average shipping estimates can be seen by selecting the destination country / region below.

Where are orders sent from?

All items are dispatched from France. You will receive a tracking number upon item dispatch. The address used on your purchase is printed as a label - please double check your address to avoid mistakes.

Do you ship internationally?

We ship world-wide, but due to logistical or legal restrictions, we are unable to ship to the following countries: Martinique, St. Martin, Guadeloupe, Mayotte, Réunion, St. Barthélemy, St. Pierre & Miquelon, Moldova, Argentina, Belarus, Bolivia, Brazil, Cambodia, Chile, Ecuador, Georgia, India, Iraq, Kazakhstan, Kuwait, Liberia, Libya, Nepal, Oman, Panama, Peru, Russia, South Africa (Exception: Gauteng), Turkey, Ukraine, Vietnam, Egypt, Pakistan, Serbia, Spain (Balears, Ceuta,Las Palmas, Santa Cruz de Tenerif), Faroe Islands, Gibraltar, French Guiana, French Polynesia, French Southern Territories, Saudi Arabia.

Is my order insured?

All Lab401 shipments are insured with the carrier.

We also provide an advanced insurance, Lab401 Delivery Protection.

Lab401 Delivery Protection means we remain fully responsible for the package right up to delivery. If the package is lost or damaged, the package can be resent immediately (48 business hours) upon receipt of proof.

For orders without Delivery Protection, lost or damaged packages will pass through the carrier's protocols, which can take well over 30 days.

For orders that are time-sensitive, we recommend Lab401 Delivery Protection.

Delivery Protection can be purchased at checkout easily and cheaply.

How are orders packaged?

All orders are securely packaged. Premium and Express orders are further protected in an untearable polyurethane satchel, ensuring that your package is not tampered with during delivery.

To ensure privacy and reduce theft, all packages are anonymous - there is no mention of product contents or Lab401 branding on the outside of the packaging.

VAT & VAT Exceptions

Lab401 (ETOILE 401 SAS) is an EU-Registered entity in France. VAT is applicable to purchases delivered within the EU, with exceptions for VAT Registered entities outside of France.

For customers in the European Union, VAT is applicable.

For International Customers (Outside the European Unıon), VAT is not applied.
Pre-purchase, The site automagically determines whether to show Tax Inclusive / Tax Exclusive prices based on your GeoIP location. This can be overridden with the "VAT Switch" on the top menu to enable / disable tax-inclusive prices.

During the checkout process, VAT is applied based on delivery address and VAT Excemption Status. Commercial customers can enter their VAT ID to remove VAT.

Payment Methods

Purchase and payment can be made directly on the site, via:

• Credit/Debit Card (Visa / MasterCard / AMEX / etc)
• ApplePay, GooglePay
• BuyNow/PayLater with Klarna
• Crypto (BTC, ETH, etc)
• Wire

If you require payment via international bank transfer, this can be arranged - please see our Request for Quotation page.

How long will refunds take?

When Customer Service refunds an order, it is immediately processed by the payment provider. Depending on the payment method, it may take time before you see the money back in your account:

• Credit/Debit Card: Refunds may take up to two weeks, depending on your bank
• ApplePay, GooglePay: Typically refunded within 24 hours
• BuyNow/PayLater with Klarna: Typically refunded within a few days
• Crypto (BTC, ETH, etc): Typically refunded within minutes
• Wire: Typically refunded within 2 working days

Why was my order cancelled?

To protect against credit card fraud, orders may be flagged for Purchase Security Validation. In this instance, we will reach out to the customer to perform a manual verification process.

Orders that are flagged for Purchase Security Validation are considered to be incomplete until validated. Our delivery deadline obligations begin only when an order is validated.

My order was cancelled, why do I still see a charge?

When Customer Service refunds an order, it is immediately processed by the payment provider. Depending on the payment method, it may take time before you see the money back in your account

Order Problems

Despite everyone's best efforts and intentions, errors and problems can occur during order preparation, shipment and delivery. Lab401 strives to minimise all errors, but when they occur, we encourage customers to reach out directly to support@lab401.com. Our Customer Support team will ensure that your problem is solved rapidly and satisfactorily, within a reasonable timeline and the tolerances of possibility.

My order has missing / incorrect products.

Please contact customer support immediately. For your protection, all orders are photographed before leaving the warehouse. In the case of missing / incorrect products, we will compare a photograph of products received vs. products sent. If the warehouse photo confirms the missing / incorrect product, we will immediately replace / refund the error.

My parcel was opened / damaged.

Do not accept a shipment that is damaged or opened. Lab401 packages are securely prepared in double-wall boxes with an anti-tear shipping satchel. Accidental opening of packages is not possible. If your package is damaged or opened, refuse the parcel.

If you accept a parcel that has been damaged or opened in transit, Lab401 is unable to provide any recourse.

My package was lost / stolen

For packages marked as delivered that you have not received, please perform some basic checks with neighbours / colleagues / people at your delivery address. If the package is still lost / stolen, please contact customer support immediately.

If you purchased Lab401 Delivery Protection during checkout, Customer Support will be able to replace your package within 48-hours. If you did not purchase Delivery Protection, Customer Support will lodge an investigation with the Shipping Provider. As soon as the investigation is concluded - which may take up to 30-days, the package will have been delivered or you will be reshipped or refunded.

My order is held in customs.

Lab401 provides all necessary paperwork for international shipments, which includes the official invoice of the purchase.

For shipments outside of the EU, clients are responsible for any import duties. Any package refused due to imposed duties will destroyed by customs and will not be refunded by Lab401.

Why was I charged import duties?

For all destinations outside European Union, all shipments are DDU - Delivered Duty Unpaid. This means that your country's custom service impose a VAT/TVA/Import Duty on your shipment.

International Customers are reminded during the checkout process that Import Duties / Customs duties may be applied. Please note, for customers using ShopPay - this reminder is not shown.

Customers in the United Kingdom are reminded that post-Brexit, the United Kingdom is not part of the European Union - and Import Duties / Customs Fees will be applied upon arrival in your country.

Important Note: Customers that refuse to pay import duties will not be refunded unless/until the package is returned, inspected and processed by Lab401. All return fees incurred by Lab401 will be deducted from the final refund amount. Orders that are destroyed by customs, or when return fees are higher than product value will not be refunded.

After Sales Support

If you have any problems with an order, contact customer support as soon as possible. Our team is available 7 days a week to promptly assist with all questions.

Returns and Refunds: Individual Customers in the European Union

Individual Customers in the European Union are protected with EU Consumer Laws, including the right to return within 14 days of purchase.

If your product or device was non-functional on arrival, we will happily exchange it.

Customers must contact Lab401 prior to any return.

Returns and Refunds: Individual Customers outside the European Union

Lab401 provides a 30-day return policy for international individual customers that have received defective items.

Customers must contact Lab401 prior to any return.

Returns and Refunds: Return Procedures

To be eligible for a return, your item must be in the same condition that you received it (including a good looking original packaging). Any damage, even superficial, will prevent us from being able to process your refund or exchange.

By the law (Article L221-23 from the French "Code de la Consommation" applicable to individuals), the refund is subject to a reduction if the goods are depreciated due to manipulations others than the necessary manipulations to assess the nature, characteristics and proper working of the goods. This includes missing or torn packaging, and/or damaged, missing or noticeably scratched parts.

You should always consider using a trackable shipping service or purchasing shipping insurance. Lab401 cannot be held responsible for a returned package that is lost or destroyed.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval (fully or reducted in case of depreciation of the goods) or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

You will be responsible for paying for your own shipping costs for returning your item. Return shipping costs are non-refundable. If you chose an express shipping when placing your order, these shipping fees will not be refunded (Article L221-24 from the French "Code de la Consommation" applicable to individuals)

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

Refunds: Business Customers

Our return policy for Commercial / B2C customers is 30 days for defective items.

To be eligible for a return, your item must be in the same condition that you received it (including a good looking original packaging). Any damage, even superficial, will prevent us from being able to process your refund or exchange.

If your product or device was non-functional on arrival, we will happily exchange it.

You should always consider using a trackable shipping service or purchasing shipping insurance. Lab401 cannot be held responsible for a returned package that is lost or destroyed.

Customers must contact Lab401 prior to any return.

Returns: Business Customers

Individual Customers in the European Union are protected with EU Consumer Laws, including the right to return within 14 days of purchase.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval (fully or reducted in case of depreciation of the goods) or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

You will be responsible for paying for your own shipping costs for returning your item. Return shipping costs are non-refundable. If you chose an express shipping when placing your order, these shipping fees will not be refunded (Article L221-24 from the French "Code de la Consommation" applicable to individuals)

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

Products excluded from refunds / returns

Please note: Your warranty does not cover items that have been modified or mishandled physically or electronically.
That is to say:

• Poorly flashed products (Proxmark, Chameleon, etc) are not covered by warranty.
• UID modifiable cards that are 'bricked' due to poor programming / incorrect BCC / incorrect command sets - are not covered by warranty.

Please note: According to EU Law regarding consumable items, Lab401 cannot accept returns / provide refunds for RFID badges.

I am unsatisfied with my Lab401 experience.

Please contact customer support immediately. We will take all necessary steps to resolve any dispute in a pragmatic and fair way.

I am unsatisfied, I will lodge a chargeback.

Lab401 does not acknowledge a chargeback as means of negotiation or dispute resolution. We work closely with our billing providers, and client banks to resolve chargebacks, by providing:

• Proof of purchase
• Proof of anti-fraud validation
• Proof of dispatch, with photographs of prepared packages
• Proof of delivery, with signature
• Proof of all communication with clients

To date, Lab401 has not lost a single chargeback claim.

If you feel you that a chargeback is your only means of dispute resolution, please contact customer support in order to find a solution that works for both parties.