Shipping policy
Shipping Policy
At Custom Lab, we work hard to pack and ship every order with care. Please review our shipping policy before placing your order.
Order Processing
Orders are typically processed within 2–5 business days after payment is received. During new product launches, sales, or preorder periods, processing times may be longer.
If your order contains a preorder item, the full order will ship once the preorder item is ready.
Shipping Rates
Shipping rates are calculated at checkout based on your location and the selected shipping method. Any available shipping options will be shown before you complete your purchase.
Local Pickup
Local pickup is not available at this time. We are currently working on adding a pickup option and will update our website once it becomes available.
All orders must be shipped through the available shipping options shown at checkout.
Estimated Delivery Times
Delivery times depend on the shipping carrier and destination. Once your order has been shipped, you will receive tracking information if tracking is available.
Please note that delivery estimates are not guaranteed and may be affected by weather, carrier delays, holidays, or high-volume shipping periods.
Incorrect Shipping Information
Customers are responsible for entering the correct shipping address at checkout. Custom Lab is not responsible for orders delayed, returned, or lost due to incorrect or incomplete shipping information.
If you notice an error in your shipping address, please contact us as soon as possible. We will do our best to update it before the order is shipped, but changes cannot be guaranteed once the order has been processed.
Lost, Delayed, or Stolen Packages
Once an order has been handed over to the shipping carrier, delivery is the responsibility of the carrier. Custom Lab is not responsible for lost, delayed, or stolen packages after they have been marked as shipped or delivered.
If your package is delayed or missing, please contact the shipping carrier directly using your tracking number. You may also contact us and we will do our best to help guide you through the next steps.
Duties and Taxes
For orders shipped outside of Canada, customers are responsible for any customs duties, taxes, import fees, or additional charges required by their country.
Final Sale and Custom Items
Some products, including custom-made items, limited releases, preorder items, and sale items, may be final sale. Please review the product description carefully before placing your order.
Contact Us
If you have any questions about your order or shipping, please contact us through our contact form. For order-related questions, please include your order number so we can assist you faster.