FAQ – My Shop Lab

FAQS

ORDERING AND PAYMENT

Order verification

Orders may be subject to payment verification. For the protection of our customers, we want to ensure that every order that we ship out was authorized by the cardholder. If your order is placed on hold, we will reach out to you right away to ensure that the delays are minimal.

Why was my order canceled?

Due to an unforeseen event, the item you ordered suddenly became out of stock and is no longer available. We promise these cases are rare. However, if an item in your order does become unavailable, you will be contacted within 24 to 48 hours about the cancellation. If your order contains additional items, these items will still be shipped to you and the unavailable item will be removed from your order.

Payment Security and Currency

My Shop Lab adheres to highest industry standards in order to protect your personal information with the best security solutions.
Your credit card information and personal details are encrypted during transmission using SSL (secure socket layer technology), which is widely used on the Internet for processing payments safely.

    • Your credit card information is only available to "PayPal" (Depending on your selected method of payment) in order to complete the requested transaction and is not subsequently stored.
    • Please NOTE that My Shop Lab processes all orders in USD. While the contents of your Shopping Cart will be displayed in your chosen currency, you will checkout using USD at the most current exchange rate.
    • We recommend contacting your bank to find out their current currency exchange rate and their currency policy.

    My order won't go through. What should I do?

    If you’re still receiving an error message after reviewing your credit card information, billing and shipping address, make sure you’re using the latest version of your web browser. Please only click the “Place Order” button once to avoid multiple authorizations.

    If you continue to receive error messages, please contact Customer Support at support@my-shoplab.com.

    Will I have to pay International taxes & duties? 

    • Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. The general amount for the duties and taxes fee is 20% of the dollar amount of the merchandise. However, this is just a general guideline and may vary depending on the country to which the order was shipped. You should contact your customs office for specific amounts and percentages.

    • We cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages. By law, we must declare all items at their full price and cannot alter this amount to decrease international custom fees.

    • If you refuse a shipment from us, you are responsible for the original shipping charges, any import fees, duties and/or taxes that are incurred on the package, and the cost of returning the package to My Shop Lab. This amount will be deducted from your merchandise refund. In the instance that the return fee exceeds the amount of the merchandise plus shipping costs, the package will be abandoned and you will not be refunded.

      Can I pay via "PayPal" if i don't have a PayPal account?

      Click "Check out" >> At payment method Choose "PayPal" >> Choose "Pay with a debit or credit card, or PayPal Credit" >>> Choose your favorite way for payment.

      I'm trying to pay with a "Debit" card and i won't succeed, what can I do?

      You can try to pay with your Debit cart via PayPal: Click "check out" >> At payment method Choose "PayPal" >> Choose "Pay with a debit or credit card, or PayPal Credit" >>> Choose "Debit or Prepaid Gift Card".

      I did not receive the confirmation

      The order confirmation is being sent to the email indicated on the order right after the order is placed. You may check your spam or junk folder, if it doesn't show in your inbox. Please make sure email address is keyed in correctly.

      Was I charged twice?

      Your credit card will only be charged once after your order ships.

      If you just placed your order, what you are seeing on your bank account is an authorization. This is a common bank practice handling credit card transactions to ensure sufficient funds and account authenticity. This authorization will clear (depending on your bank, usually within 48 – 72 hours.) If you need help speeding up the process, you can contact the issuing bank of your credit card.

      Please only click the “Place Order” button only once to avoid multiple authorizations.

      I get an error message when I enter my shipping and billing addresses. 

      If you are receiving an error message, there may be a problem with your credit card information, billing or shipping address. The billing address should match exactly what your bank has on file. Please review all information closely and look for any typos. Also, try re-formatting the names and addresses in your billing information (this often solves the issue).

      SHIPPING

      When will my order ship?

      Most orders ship within 2-3 business days of purchase. Shipping times may vary due to availability of merchandise. Orders are not shipped on the weekends or holidays. After your payment is authorized and verified, it can still take up to two days to process your order. This is just an estimate and doesn't include weekends or holidays.

      Where do you ship from?

      We ship directly from manufacturer in Asia.

      Do you offer even faster shipping methods like FedEx, UPS, or DHL Express?

      If your order is urgent, leave us a note at the checkout page when you place an order or please email us at support@my-shoplab.com and we will provide an express delivery

      What happens if the shipment gets stolen or lost?

      We're constantly tracking all orders, any issues arise, we'll automatically notify you and you'll be able to choose between a full refund or a free reshipment.

      What is the estimated shipping time  and fees?

      Each item as a different estimated shipping time located on each item description page. Note that usually there is some extra time if the item has shipped to Europe Canada, Australia & Mexico which is also specified of the item description page. If your order hasn’t arrived within the estimated shipping times, please contact our support team at support@my-shoplab.com. Please provide us with your invoice number; we will do our best to answer all within 24 hours.

        • USA - from $4.95 USD. Estimated Delivery Date: 12-30 business days.
        • International - from $7.95 USD. Estimated Delivery Date: 20-40 business days.
      Depending on the country of delivery, you may incur additional customs delays, duties and taxes. Duties and taxes are determined by the customs agency within the destination country. Although charges are not always incurred, assessment of duties and taxes will be based on the value of the order and the tax-free threshold, if it exists, for goods imported into the destination country. Payment of any duties and taxes is the responsibility of the recipient, and these fees are collected at the time of delivery. More information can be obtained by contacting your local customs office.

      How can I track my delivery?

      After you have made your purchase, you’ll receive an email with a tracking number. You can use this tracking number to track your order. Please note that tracking details will only be visible when your parcel arrives at the country of destination. This usually takes 5-10 days from date of shipment. Some products are shipped directly from our suppliers and may not have a tracking number.

      How do I check the status of my order?

      If you have placed your order within the last 24-48 hours, please give us some time to process your order and wait until you receive the order shipment email.
      After an order has been placed, it is immediately sent to our fulfillment center where we will confirm and ship your items as soon as possible. 

        • Please follow use the tracking number and link provided in the confirmation email you received.
        • See more at:  “MY ACCOUNT” >> Order Lookup

      I've placed an order with multiple items recently; can I combine them into one package?

      Since we have several different warehouses worldwide, not all items are stored in one package. When you order multiple items at a time, each item will be shipped out separately. So you will probably receive one item before the next. Don't panic if you don't receive all of your items at once.

      I've put a wrong shipping address and/or picket a wrong size/variant! Can I change it?

      If this happens to you, contact us at support@my-shoplab.com as soon as possible with your invoice number and we might be able to take care of it. However, we can't guarantee anything in this case, as all of our items are usually processed immediately after you order and ship out the same day or the day after. If your order has already entered the shipping process, we won't be able to stop it. Please contact us anyway, as we still care and we'll try to help in any case.

      RETURN EXCHANGE POLICY

      What can you exchange?

      • Defective items
      • Incorrect order - we shipped an item, by mistake, different from the one that you ordered.
      • Incorrect size - If the size of the item you got is different from the size you ordered, we replace it absolutely free of charge. But if the size of the item is exactly the same size you ordered, but turned out to be too small/big, we may send a replacement, wherein the buyer would pay 50% of the item cost, PLUS a flat rate of $4.95 for the shipping.
      • We don't offer refunds or reshipment if you use a wrong shipping address

      I received a wrong / damaged item what to do?

      We are very sorry that your order did not meet your expectations. In case you have received an item with quality defects or you have received a wrong item, please contact our support team at support@my-shoplab.com along with order ID, the photo of the damaged/wrong item that has been sent to you and we will be more than happy to send you a replacement item right away.

      How to return or exchange your purchase?

      RETURNS MUST BE SENT BACK TO US WITHIN 15 DAYS (NATIONAL) AND 20 DAYS (INTERNATIONALLY) UPON RECEIPT OF DELIVERY. 

      Please note: - "My Shop Lab" is not responsible for the payment of the return shipping. We will only refund shipping charges if we sent the wrong item or the item sent was defective. We do not accept returns on products that were not purchased via this website.

      • Before returning an item please send us Request with your Order ID,  photos and concerns.
      • Email address: support@my-shoplab.com
      • Subject:  Return Request for Order #YOUR ORDER
        • Please send your return back to us within 15 days of receiving it.
        • Pay to send your package via Track and Trace methods only.
        • Returned items must be declared as "Returned Goods" in the customs section of the return label, returns that are not properly declared may incur additional fees.
        • Please use a service that is trackable as we are not responsible for damaged or lost returns.
        • RETURN SHIPPING ADDRESS: 1688 152nd Street, Suite #203 - N106198, Surrey, BC, V4A 4N2, Canada

        PRODUCT INFORMATION

        I need to change something on my order. How can i do that?

        If you need to change or cancel your order, please contact us immediately. We generally process orders within 24 hours, and once our warehouse has processed your order, we will be unable to make any changes.   

        How to use online store credit?

        • Online Store Credit can only be used online at our website or on our mobile app.
        • Online Store Credit cannot be transferred to another person or account.
        • Please treat Online Store Credit like cash.
        • Online Store Credit may not be purchased and is only provided when previously purchased items have been returned and you have selected "Store Credit" as the refund method.
        • Any purchase amounts that exceed the value of the Online Store Credit will require an additional method of payment for the remaining balance due.
        • Online Store credit is provided in U.S. Dollars.

        I’m unsure about a size or I have a fit question. How do I find this information?

        Please see our Sizing Guide for general information on sizing.  If you still have specific questions about a fit of an item or measurement guidelines, please email our Customer Support department. at support@my-shoplab.com

        FOR ANY QUESTION, IDEA OR OFFER, PLEASE CONTACT INFO@MY-SHOPLAB.COM