Shipping policy

Shipping Policy

At StrandLabs, we're committed to getting your order to you quickly, safely, and with care. Please take a moment to review our shipping policy below so you know exactly what to expect once you place an order.

Order Processing Times

All orders are processed within 1–3 business days (Monday–Friday, excluding weekends and public holidays). Orders placed after 12:00 PM Pacific Time, on weekends, or on holidays will begin processing the next business day.

During peak seasons, promotional periods, and major sales events, processing times may be slightly longer. We appreciate your patience and will always do our best to get your order out as quickly as possible.

You'll receive a shipping confirmation email with a tracking number as soon as your order leaves our warehouse.

Shipping Times

Once your order has been shipped, estimated delivery times are as follows:

  • Domestic (United States): 5–12 business days
  • International: 7–21 business days, depending on destination and customs processing

Please note that these are estimated delivery windows, not guarantees. Actual delivery times may vary based on your location, carrier performance, customs clearance, and other factors outside of our control.

Shipping Rates

Shipping costs are calculated at checkout based on your location, order weight, and the shipping method selected. You'll see the exact shipping cost before completing your purchase.

From time to time, we may offer free shipping promotions or discounted shipping on qualifying orders. Any applicable offers will be displayed at checkout.

Order Tracking

Once your order has shipped, you'll receive a confirmation email containing your tracking number and a link to follow your package in real time.

If you haven't received tracking information within 5 business days of placing your order, please check your spam or promotions folder first, then reach out to us at support@trystrandlabs.com and we'll be happy to help.

International Shipping, Customs, and Duties

We're proud to ship to customers around the world. Please keep the following in mind when ordering internationally:

  • Orders shipped outside the United States may be subject to import duties, taxes, and customs fees imposed by your destination country.
  • These charges are the customer's responsibility and are not included in the product price or shipping cost at checkout.
  • Customs policies vary widely between countries. We recommend contacting your local customs office for more information before placing your order.
  • Delivery timelines for international orders may be extended due to customs clearance procedures beyond our control.

If a package is refused at customs or returned to us due to unpaid duties or an incorrect address, any associated return shipping costs may be deducted from your refund.

Incorrect or Incomplete Addresses

Please double-check your shipping address before placing your order. We are not responsible for orders shipped to incorrect, outdated, or incomplete addresses provided at checkout.

If you realize there's an error, contact us immediately at support@trystrandlabs.com. We'll do our best to update your address before the order is dispatched, but we cannot guarantee changes once an order has been processed.

If a package is returned to us due to an undeliverable address, we'll reach out to arrange reshipment. Additional shipping charges may apply.

Lost, Stolen, or Delayed Packages

Once your order has been handed off to the shipping carrier, it is in their care. While we'll do everything we can to support you, StrandLabs is not responsible for lost, stolen, or delayed packages after they've been marked as delivered by the carrier.

If your tracking shows delivered but you haven't received your package, we recommend:

  1. Checking with neighbors, household members, or your building's front desk
  2. Looking around your delivery area, including side doors and porches
  3. Contacting the shipping carrier directly with your tracking number
  4. Reaching out to us at support@trystrandlabs.com if the issue isn't resolved — we'll help you file a claim where possible

Damaged Packages

If your order arrives visibly damaged, please:

  1. Take clear photos of the packaging and the product before unpacking further
  2. Contact us at support@trystrandlabs.com within 7 days of delivery
  3. Include your order number, photos, and a brief description of the damage

We'll review your case and arrange a replacement or refund as quickly as possible. For full details, please see our Return & Refund Policy.

Order Changes and Cancellations

If you need to make changes to your order or cancel it, please reach out as soon as possible. Changes and cancellations can only be accommodated before the order has been dispatched. Once your order has left our warehouse, it cannot be modified or cancelled, but you're always welcome to start a return once it arrives.

Get in Touch

If you have any questions about shipping, tracking, or your order, we're here to help. We aim to respond to all inquiries within 1–2 business days.

  • Email: support@trystrandlabs.com
  • Business Address: 30 N Gould St, Ste R, Sheridan, WY 82801
  • Country: United States of America
  • Business Hours: Monday–Friday, 6:00 AM – 6:00 PM (Pacific Time)

Thank you for choosing StrandLabs. We appreciate your trust in us and look forward to getting your order on its way.