When will you respond to my enquiry?
Our customer care team works Monday to Friday (except on holidays) and we aim to respond to your enquiry within 1 business days.
If you have sent an email over the weekend, it will take us a little longer to respond, as we’ll work through enquiries chronologically.
Who do you contact for partnerships and or collaborations?
For Press & Partnerships Enquiries, please contact PR@biocollabs.com.
For Trade and Wholesale Enquiries, please contact our team member email@example.com
Orders & Shipping
How quickly will my order arrive?
Orders are shipped Monday through Friday, except for holidays.
The preparation of your parcel starts once the order is confirmed. Delivery timeframes can depend on the type of shipment method you have selected, available stock, and seasonality.
Standard shipments can require up to 2 business days to prepare, between 3-7 business days for delivery.
Express shipping can require up to one 1 business day to prepare, and between 2-3 business days for delivery.
How can you track your order?
Once your order has left our warehouse, you will receive an email notification providing you with your tracking details.
If you are a registered customer, you can also follow your delivery by signing in to your account to view your order status, account history, and details.
All standard shipments require 1–2 business days to process and up to 3–7 business days to arrive. All express shipping requires 1-2 business days to process and between 2-3 business days to arrive.
Where is my order being shipped from?
All US/ Canadian orders are being fulfilled via our fulfillment center in Ohio, US.
European orders are being fulfilled via our fulfillment center in Portugal.
United Kingdom orders are fulfilled via our fulfillment center in Nottingham, UK.
What is your return policy?
We do not accept returns, refunds, and or cancellations for orders that have been shipped. Once an order is confirmed, our warehouse team commence preparing your parcel for delivery.
If your order is not what you expected, we request that you get in touch with us at firstname.lastname@example.org. Please provide us with your order number, and the reason for your enquiry, and we will be in touch to further discuss.
Our Returns Policy must be read in conjunction with, our Terms and Conditions. We reserve the right to change this Returns Policy at any time.
What if I want to cancel my order?
Once an order has been processed, we no longer can accept your cancellation request. We will only accept your cancellation request, if your order has not been packaged and labelled for delivery.
For subscriptions, any changes to your subscription (product switches, delivery schedule, cancellations) must be actioned at least seven days before your next recurring order date. Please note that if you choose to cancel your subscription after the order has been placed, this does not cancel the order.
If your request is approved, consider it cancelled. Your refund will then be credited to the original payment method and will not include the delivery fee. Please note that refunds can take up to 10 business days to show on your account due to varying processing times between payment providers.
To request to cancel, please contact us at email@example.com, and please provide us with your order number and the reason for cancellation.
What if I receive a faulty item?
Goods are classified as faulty if they are received damaged.
Please note that items that are damaged as a result of delivery will be replaced.
If your item is faulty when you receive it, simply contact our customer care team at firstname.lastname@example.org, and please provide us with your order number, reason for contact, and photographs of the product(s) you’ve received.
We will send you a replacement of the same product, if it is available in stock. Please note that we can only replace it for the same product in the same quantity, subject to availability. In the event the same product is no longer available, you are entitled to a credit on a new item, or you can select to replace with a similar item.
For all faulty items outside our policy, please contact email@example.com
What is express shipping?
Express delivery refers to the amount of time it takes to deliver an order once it has left our warehouse. All express shipping requires 1-2 business days to process and between 2-3 business days to arrive.
Express shipments require signature upon delivery. The recipient must be present to sign for that item. The date, time, location of the delivery, recipient name and signature are recorded by means of confirmation of receipt.
By selecting a delivery method that is not express, you agree to our terms and conditions and take full responsibility for any loss or damage that may occur.
Valuable information regarding duties and taxes
The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches the recipient's country. Additional charges for customs clearance must be fulfilled by the recipient.
Biocol Labs has no control over these charges, nor can we predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for more information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.
Are your remedies all natural?
All our products are made with natural ingredients.
The majority of our remedies are also vegan, GMO free, refined sugar-free, gluten-free, and lactose free. We list all of our ingredients and detailed product information on each product page.
To request the nutritional labels for the product you are interested in, please contact us at firstname.lastname@example.org
Can I use your remedies if I’m on other medications?
We always recommend that you check with your doctor or health professional before starting any new supplements if you're using any prescription medication.
Can I take your products while I am pregnant or breastfeeding?
We strongly recommend that you consult with your doctor or healthcare professional before consuming our remedies if you are pregnant or nursing.
Although our products are made from natural ingredients and extracts, it is advised to use caution when making supplement changes.
How do you safely open an ampule?
To safely open an ampule, we highly recommend that you view our visual guide. Below, we have provided you with a link for a quick view. https://www.youtube.com/watch?v=Mtbs6WNtpFc
Can I combine different products?
Yes, most of our products can be taken together. (ex. Something for a Detox week can be taken in the morning and Something for Immunity can be taken in the evening). If you'd like to take more than one remedy at a time, we suggest starting off with one for approximately three days before introducing the other.
Where do you source and manufacture your products?
All our ingredients are sourced from Spain, France or Germany. The final product is manufactured in Portugal. Ingredients are not organic.
Are your products regulated?
Yes, all products manufactured in Europe need to go through strict registration processes before being launched. This requires stability tests, third party ingredient testing, complying with authorized claims and labels.
Who regulates your products?
Our products are regulated by the Food Safety authorities and National Authority for Medicament and Health Products.
Are your products FDA approved?
Unlike in Europe, the FDA does not approve dietary supplements by law. However, our products are approved by the European Authorities.
Do you ship from or produce in China?
No. All of our products are manufactured in Portugal, and then sent to our US and UK warehouse for distribution.