Applies to all orders on ironravenlabs.com.
Overview
Order Protection is optional, offered at checkout for a one-time fee of 5% of your product subtotal. If your order runs into a covered shipping or product issue, we replace or reship it once — at no additional cost, with priority handling within 48 hours. It is never required to check out.
What it covers
- Lost in transit
- Stuck in transit (no movement for 12+ business days)
- Damaged in transit
- Defective on arrival
- Wrong or missing item
What we do
One guaranteed replacement or reshipment per order, resolved within 48 hours of complete evidence. No cash refunds.
Claim requirements
Damage/quality: report within 24 hours of the carrier's delivery scan with one continuous, unedited unboxing video starting from the sealed package with the label visible. Lost/stuck: eligible after 12 business days with no tracking update; report within 30 days of expected delivery.
How to file
Email support@ironravenlabs.com from the order email with the order number in the subject. Requested evidence is due within 48 hours.
Not covered
Photo-confirmed deliveries; incorrect addresses; change of mind (no returns); late or video-less damage claims; a second replacement; normal lyophilized appearance variation; research outcomes; orders with a payment dispute or reversal.
Without Order Protection
Final sale under the Refund & Discrepancy Policy: carrier claim for lost/stuck packages (no guaranteed replacement); damage claims reviewed case-by-case in a 7–10 business day queue.
General
Decisions are based on carrier records, tracking, shipment weight, batch records, and submitted evidence, and are final. The version in effect at purchase applies.
