FAQ

Lab401 FAQ

Shipping

Where do you ship from?

All items are dispatched from our EU-based warehouse. 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.

What shipping options are available?

We provide four types of shipping:

  • EU Standard Post
  • EU Express Post
  • International Standard Post
  • International Express Post

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.

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

Delivery Protection

Is my delivery protected?

For orders over 250 Euro, Lab401 automatically provides door to door 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 immediately resent upon receipt of proof.

For orders less than 250 Euro full responsibility for the package is transferred to you at the moment of shipping. Any claims for loss or damage must be addressed directly with the delivery agency.

Delivery Protection for orders under 250 Euro 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 via this site, using Credit/Debit card or PayPal. 

If you require payment via international bank transfer, this can be arranged - please contact us directly. Please note, minimum order quantities apply to this method. Shipment will not proceed until funds are received. 

Is VAT Applicable?

Lab401 is a Hong-Kong based company, and not subject to TVA.
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. 

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.

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.