PRODUCTS & ORDERS

Are all products in stock?

All available products can be purchased directly through our official website. If you are interested in wholesale or bulk orders, please contact us for a quotation.

Do you accept custom orders?

Generally, we do not offer custom orders. However, if you have a relatively simple customization request, please contact us to see if it can be accommodated.

Can I change my shipping address after placing an order?

You can request to change your shipping address within 12 hours of placing your order, provided that the order has not yet been shipped.

Please contact us as soon as possible and wait for our confirmation. Otherwise, we may not be able to make the change in time.

Can I cancel my order?

You can request to cancel your order within 12 hours of placing the order, provided that it has not yet been shipped. If approved, you will receive a full refund.

Please note that cancellations may not be possible or may incur fees if:

  • The order includes customization.
  • The order has already been shipped.

PAYMENTS

Why is the payment unsuccessful?

Please confirm that your credit card supports international transactions and ensure there is sufficient available credit.

You may also try paying with a different credit card.

If the payment still fails, please contact us.

Additionally, we have noted that credit cards from the following countries may not be accepted for payment in our store: Israel, Russia, etc.

What payment methods do you accept?

Our website checkout currently supports PayPal.

We also support other payment methods, including Google Pay, Visa, Mastercard, American Express, Bancontact, UnionPay, Wise Pay, Alipay, WeChat Pay, and more.

If you would like to use an alternative payment method, please contact us and we will provide you with a dedicated payment link.

SHIPPING

Do you offer discreet packaging?

Yes. We provide discreet packaging. The product name and DESPAIR-LAB brand name will not be displayed on the outside of the package.

How long does it take to ship my order?

Most orders are processed within 48 hours. For customized products or special circumstances, processing may take approximately 3ā€“7 business days.

How long does shipping take?

Delivery time depends on your destination, shipping method, customs clearance, and local carrier conditions. Estimated delivery times are provided whenever possible.

What should I do if my tracking information has not been updated for a long time?

Please contact us if your tracking information has not been updated for an extended period. We will assist you in checking the shipment status.

My country is not available at checkout. What should I do?

If your country is not available at checkout, please contact us. We will add your country to our website as soon as possible and get back to you.

Customs & Duties

Do i need to pay custome duties?

By default, we use tax-inclusive shipping services whenever available.

However, customs policies vary by country, and tax-inclusive shipping may not be available for certain destinations. In such cases, the recipient may be required to pay customs duties or import taxes locally.

If tax-inclusive shipping is unavailable, or if the customer chooses a non-tax-inclusive shipping method, we generally declare a lower package value to help reduce potential customs charges.

What happens if my package is held by customs or returned?

If your package is held by customs, please contact us. We will assess the situation and may arrange a different shipping method when possible.

According to the customs regulations of the destination country, the recipient is generally responsible for paying any applicable customs duties.

If customs duties are not paid on time or are refused, the package may be handled according to local regulations.

If a package is returned due to unpaid customs duties, any return, disposal, or related fees may be charged to the recipient.

How long does shipping take?

Delivery time depends on your destination, shipping method, customs clearance, and local carrier conditions. Estimated delivery times are provided whenever possible.

What should I do if my tracking information has not been updated for a long time?

Please contact us if your tracking information has not been updated for an extended period. We will assist you in checking the shipment status.