FAQ

Lab401 FAQ

SHIPPING & PACKAGING 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 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 Options

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, DHL, Chronopost or Colissimo.

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

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

Do you provide 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 I receive my order?

Average order times can be estimated below.

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

While actual shipping times may vary - these estimations are built off our real delivery statistics. To receive an order as quickly as possible, we recommend:

  • Use the Urgent Express Delivery shipping method
  • Use same day shipment by placing the order before 12PM GMT+1

Do you ship internationally?

We ship world-wide, but due to logistical or legal restrictions, we are unable to ship to the following countries: Argentina, Belarus, Bolivia, Brazil, Cambodia, Chile, Ecuador, Georgia, India, Iraq, Kazakhstan, Kuwait, Liberia, Libya, Nepal, Oman, Panama, Peru, Russia, South Africa (8 of 9 provinces - only authorized Gauteng), Turkey, Ukraine, Vietnam

Due to the current situation, shipping to the Ukraine is currently not possible.

Where do you ship 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.

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.

How are import duties / customs handled?

For all European Union destinations, all shipments are DDP - Delivered Duty Paid. This means all applicable VAT/TVA, shipping costs and customs fees are pre-paid.
You will not be charged by the courier service / post office or customs.

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.

I am charged VAT ?

Lab401 (ETOILE 401 SAS) is an EU-Registered entity. VAT is applicable to purchases delivered within the EU, with exceptions for VAT Registered entities. VAT is calculated at checkout. For your convenience, you can browse Lab401 with prices Including VAT and Excluding VAT.

Sales are contractual

Please note - a purchase is an explicit agreement of our terms and conditions. Any products refused by clients will not be refunded.

Purchase Security Validation may be applied

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.

Delivery Protection

Is my delivery protected?

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.

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 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.

Purchasing

What are your payment options?

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 contact us directly.

Orders via wire require manual processing; a processing fee of 50€ will be added.

Orders for government institutions / LEA requiring payment terms have a processing fee of 100€ added.

VAT / Tax Information

Lab401 (ETOILE 401 SAS) is an EU-Registered entity. VAT is applicable to purchases delivered within the EU, with exceptions for VAT Registered entities. VAT is calculated at checkout. For your convenience, you can browse Lab401 with prices Including VAT and Excluding VAT.

However, all shipments are dispatched from European Union, and are DDP - Delivered Duty Paid in European Union.

Do you provide Law-Enforcement / Educational Discounts?

Discounts can be negociated for accredited law-enforcement agencies and educational institutions.

Do you offer Law-Enforcement Agencies and Government restricted products?

We do offer dedicated solutions for LEA and Government bodies. Please contact us for more details.

Purchase Security Validation may be applied

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.

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.

I received a faulty item.

Please contact customer support with as much information as possible. Products received DOA will be refunded or replaced.

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.