General Enquiries
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 day.
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 paularezende@biocollabs.com
Subscription Account
How do I create a subscription?
We're thrilled that you're interested in our free subscription! To set up your subscription, you'll just add the products you'd like to your cart by selecting the Subscribe & Save option on the product page.
For example, if you'd like to subscribe to automatically receive the Detox 7 day kit, you'd head to the product page and select the Subscribe & Save option to add to your cart.
Our monthly subscriptions are structured, so that you’ll receive the specific item selected on a monthly basis without having to create a new order. Subscription items are at a discounted percentage of the original value.
How do I log in and manage my subscription?
For the US: Log into your Member account portal from our US website here.
For Europe and International: Log into your Member account portal from our international website here.
Your portal is the main way to manage your subscription, and the login is passwordless. Just type in your account email address, and you'll be sent a 4 digit 2FA code to your email, as well as a texted code to your phone number if registered on file.
Skio, our subscription provider, will then automatically create and activate your account once you've checked out.
Once you've logged in, Skio, will keep you logged in on the device in which makes it easier for you to manage your subscription in the future.
You can also toggle between our websites in the upper right-hand corner of either website.
Can I change the frequency of my shipments after my initial order?
Once logged into your Member Portal, scroll down to view the option to edit your Order Frequency.
There's also a calendar option where you can choose to schedule your shipment for any date in the next 90 days.
Can I use additional discounts on my subscription orders?
With the exception of product review discounts, additional coupon codes are valid on the first subscription order only.
We do have several large sales per year where we offer additional discounts on subscription orders during the sale period.
Can the products within my subscription vary or do I need to keep them the same with each order?
Members can pause, swap, skip or remove products at any time from within the Member account portal.
How do I cancel my subscription?
You can cancel your subscription at any time from within your Member account portal.
Need additional help? Feel free to get in touch with Customer Support Team at hello@biocollabs.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 shipping orders can require up to 4 business days to prepare, and between 3-7 business days for delivery.
Express shipping orders can require up to 3 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 if I want to cancel my order?
You have the right to cancel your order 12hrs after it has been placed. Once an order has been labelled with a tracking number, we no longer will accept your cancellation request. For subscriptions (auto renew orders) please note that if you choose to cancel your subscription after the order has been placed, this does not cancel the order.
We will only accept your cancellation request, if your order has not been labelled and or sent for delivery.
If your request is approved, consider it cancelled. Your refund will then be credited to the original payment method. 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 hello@biocollabs.com, and please provide us with your order number and the reason for cancellation.
What is your return policy?
If you decide that your Biocol Labs product is not right for you, you can return your unopened and unused product back to us for a refund. Customers are responsible for the return shipping fee, and ensuring that the product is in the same condition as you received it, and in its original packaging.
Once your return is received at our warehouse, the refund is calculated as such: Customer total order minus S&H (if applied) minus a 20% restocking fee.
We request that you get in touch with us at hello@biocollabs.com. Please provide us with your order number, the reason for your enquiry, and we will be in touch to advise next steps.
If your return is not accepted due to the product not being in the same is in the condition as you received it, and not in its original packaging, we have the right to refuse your request.
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.
Restrictions:
- Orders cancelled prior to packaging are entitled to a full refund.
- Refunds are issued to the payment method used in the transaction. Any and all shipping costs are non-refundable.
- Any packages returned to us by the designated carrier because the customer was not available to receive the package or due to incorrect shipping address may be subject to additional shipping costs to reship.
Do you offer a money-back guarantee?
We offer a 30-day money-back guarantee if you are not 100% satisfied with your Biocol Labs product.
You can contact us at hello@biocollabs.com to receive a refund or exchange within 30 days of the order date, if you feel that our product did not work well for you. Once a request is made, we will politely ask for a brief explanation as to why you feel our product didn’t suit you.
This step allows us to explain or clarify any misconception or misunderstanding that may have arisen about our product(s). This will allow us to better understand our customers needs and identify potential solutions. Customer feedback is a critical component for us in the development of our products and services.
We strongly suggest consulting with your health practicioner before using our products if you have allergies, and or using prescription medication.
Once your request is approved, the refund is calculated as such: Customer total order minus S&H (if applied).
We request that you get in touch with us at hello@biocollabs.com. Please provide us with your order number, the reason for your enquiry, and we will be in touch to advise next steps.
What if I receive a faulty item?
Goods are classified as faulty if they are received damaged within 24 hours of receipt.
Please note that items that are damaged as a result of delivery will be replaced.
If your item is damaged when you receive it, contact us at hello@biocollabs.com, 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 hello@biocollabs.com
What if I have not received my order?
Any packages returned to us by the designated carrier because the customer was not available to receive the package or due to incorrect shipping address may be subject to additional shipping costs to reship.
Any orders delivered to the wrong address due to a customer error are non-refundable. If an order has been shipped and a customer notices the wrong address, Biocol Labs is not responsible for redirecting the shipment to the correct address or bearing the cost for changing an address mid-transit.
What if my shipment is lost?
Packages lost by the shipping carrier are not eligible for a refund. In this situation, we ask that you contact the carrier with your tracking number and or search for your shipment by using the carrier tracking page.
If a package is lost or damaged within transit, Biocol Labs will reship it at no additional cost. Biocol Labs will not refund an order if it is lost or damaged in transit.
All orders marked as “Delivered” with valid tracking information cannot be refunded if the customer cannot locate the item. The customer will need to contact the shipping carrier directly to request more information about their package.
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.
Product Information
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 hello@biocollabs.com
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.
