FAQ

Question 1

How do I place an order?

Accepted Answer

Select the products you need, add them to your cart, and complete the checkout process. By placing an order, you confirm that the information you provide is accurate and that the products will be used only for lawful research purposes.

Question 2

Who can place an order?

Accepted Answer

balticLABS products may only be purchased by customers who are at least 21 years old and who understand that the products are intended strictly for research use only.

Question 3

When is my order accepted?

Accepted Answer

An order confirmation email only confirms that balticLABS has received your order. The purchase is considered accepted once balticLABS has reviewed the order, received payment where required, and started processing it.

Question 4

Can balticLABS refuse or cancel an order?

Accepted Answer

Yes. balticLABS may refuse, suspend, or cancel an order if the product is unavailable, payment cannot be verified, order details are inaccurate, there is suspected misuse, or the order may conflict with applicable law or the Research Use Policy.

Question 5

What payment method is used?

Accepted Answer

Orders are paid by bank transfer. Payment instructions and the order reference are provided during checkout and in the order confirmation email.

Question 6

When does order processing begin?

Accepted Answer

Order processing begins after payment has been successfully confirmed, unless balticLABS clearly agrees otherwise.

Question 7

What currency are prices shown in?

Accepted Answer

Prices on the website are shown in Euros (EUR), unless clearly stated otherwise.

Question 8

Are shipping costs included in the product price?

Accepted Answer

No. Shipping costs are calculated separately during checkout unless the website clearly states that a shipping option is included.

Question 9

Can product prices change?

Accepted Answer

Yes. balticLABS may update product prices at any time. Price changes do not affect orders that have already been paid for and accepted by balticLABS.

Question 10

What happens if a product is unavailable after I order?

Accepted Answer

balticLABS may offer an alternative product, wait for a new batch where appropriate, or issue a refund for the unavailable product.

Question 11

Can I change my order after placing it?

Accepted Answer

Changes are not guaranteed. If you need to correct an order, contact balticLABS as soon as possible before processing or dispatch begins.

Question 12

Can I cancel my order?

Accepted Answer

Cancellation may be possible only before processing or dispatch has started. Once the order is being processed, packed, or shipped, cancellation may be limited.

Question 13

Why might balticLABS ask for additional information?

Accepted Answer

Additional information may be requested to verify order details, payment status, delivery information, or compliance with research-use-only restrictions.

Question 14

Do I receive an invoice or order confirmation?

Accepted Answer

Yes. The order confirmation and payment instructions are sent by email. Invoice details are prepared using the billing information provided during checkout.

Question 15

Where do you ship from?

Accepted Answer

balticLABS ships orders from Lithuania, a member state of the European Union.

Question 16

How long does delivery take within Lithuania?

Accepted Answer

Delivery within Lithuania depends on the selected carrier and delivery method. The estimated timeframe is shown during checkout and is not guaranteed.

Question 17

Do you deliver outside Lithuania?

Accepted Answer

No. balticLABS currently accepts and delivers orders only within Lithuania.

Question 18

Are delivery times guaranteed?

Accepted Answer

No. Delivery times are estimates only. Once the shipment has been handed over to the carrier, balticLABS cannot control courier delays, weather events, force majeure, high-volume periods or other circumstances outside its control.

Question 19

Will I receive tracking information?

Accepted Answer

Yes. Once an order has been dispatched, balticLABS will provide a tracking number and tracking link by email where tracking is available through the selected carrier.

Question 20

Why has my tracking not updated?

Accepted Answer

Tracking updates are provided by the courier or logistics partner. Delays can occur during handover, weekends, high-volume delivery periods or temporary carrier disruptions.

Question 21

Who is responsible for the shipping address?

Accepted Answer

The customer is responsible for providing a complete and accurate shipping address. Incorrect or incomplete information may cause delays, failed delivery, return costs or cancellation.

Question 22

Can I change the delivery address after ordering?

Accepted Answer

Address changes are not guaranteed. Contact balticLABS immediately if you notice an error. Once the shipment is dispatched, address changes may no longer be possible.

Question 23

What happens if a parcel is not collected?

Accepted Answer

If a parcel is not collected and is returned, balticLABS may deduct actual shipping, return and administrative costs from any eligible refund.

Question 24

What happens if delivery fails because of an incorrect address?

Accepted Answer

If delivery fails due to an incorrect or incomplete address provided by the customer, reshipment is not guaranteed and additional costs may apply.

Question 25

Do customs or import procedures apply to orders?

Accepted Answer

No cross-border delivery is offered. Orders are accepted only for delivery addresses and supported parcel lockers within Lithuania.

Question 26

Are customs duties or import taxes added?

Accepted Answer

No. Orders are delivered only within Lithuania, so balticLABS does not add cross-border customs duties or import taxes.

Question 27

Can I enter a delivery address outside Lithuania?

Accepted Answer

No. Checkout and delivery are limited to Lithuanian addresses and supported parcel lockers.

Question 28

What should I do if my parcel appears delayed or lost?

Accepted Answer

Contact balticLABS with your order number and tracking information. balticLABS may review the shipment status with the carrier and advise on the next steps.

Question 29

Can I return a product?

Accepted Answer

Due to the specific nature of laboratory research products, returns are limited. Products may generally be returned only if they are defective due to a manufacturing issue or if the delivered product does not match the order.

Question 30

Should I send a product back immediately?

Accepted Answer

No. Do not send any product back without first contacting balticLABS and receiving written return instructions. Unauthorized returns may be refused.

Question 31

What should I do if I receive the wrong product?

Accepted Answer

Contact balticLABS as soon as possible and provide your order number, product details, photos if relevant, and a clear explanation of the issue.

Question 32

What should I do if a product arrives damaged?

Accepted Answer

Contact balticLABS promptly with photos of the outer packaging, inner packaging, product label and damaged item. balticLABS may request additional details before deciding on the next step.

Question 33

Are refunds automatic?

Accepted Answer

No. Submitting a refund request does not automatically guarantee approval. Each request is reviewed individually based on the situation, the Terms and Conditions, and applicable law.

Question 34

When can a refund be issued?

Accepted Answer

A refund may be issued when balticLABS approves a valid complaint, when a lawful withdrawal applies, when a product cannot be delivered due to reasons attributable to balticLABS, or when a refund is individually agreed with customer support.

Question 35

Are delivery costs refunded?

Accepted Answer

Delivery costs may be refunded in specific cases, for example if non-delivery is caused by balticLABS. If the issue is caused by the customer, actual shipping, return shipping and administrative costs may be deducted.

Question 36

How long does an approved refund take?

Accepted Answer

Approved refunds are generally processed within five business days. The final time for funds to appear may depend on the bank or payment service provider.

Question 37

Can opened or handled products be returned?

Accepted Answer

Returns of opened, handled or improperly stored laboratory materials may be refused, especially where product integrity, traceability or safety cannot be verified.

Question 38

Can I return a product because I ordered the wrong item?

Accepted Answer

Customer-error returns are not guaranteed. Contact balticLABS as soon as possible. Any solution is reviewed individually and may depend on processing status, product type and applicable costs.

Question 39

What information should I include in a complaint?

Accepted Answer

Include your order number, product name, batch information if available, photos, delivery details and a concise description of the issue.

Question 40

Can balticLABS request product inspection?

Accepted Answer

Yes. balticLABS may request that the product be returned or inspected before deciding on a replacement, refund or other solution.

Question 41

What happens if a return is refused?

Accepted Answer

If a return does not meet the required conditions or was sent without approval, balticLABS may refuse the return and may not issue a refund.

Question 42

Are balticLABS products for human use?

Accepted Answer

No. balticLABS products are strictly for research use only. They are not intended for human or animal consumption.

Question 43

Are balticLABS products medicines?

Accepted Answer

No. balticLABS products are not medicinal products and are not intended to diagnose, treat, mitigate, cure or prevent any disease.

Question 44

Are your products food supplements?

Accepted Answer

No. balticLABS products are not food supplements, dietary supplements, nutraceuticals or consumer wellness products.

Question 45

Are your products cosmetic ingredients?

Accepted Answer

No. balticLABS products are not intended for cosmetic manufacture, cosmetic application or personal-care use.

Question 46

Are your products veterinary products?

Accepted Answer

No. balticLABS products are not veterinary products and are not intended for animal use.

Question 47

What does Research Use Only mean?

Accepted Answer

Research Use Only means that the product is intended exclusively for lawful laboratory, scientific or analytical research. It must not be used for personal, clinical, veterinary, cosmetic or non-research purposes.

Question 48

Who can purchase research-use-only products?

Accepted Answer

Customers must be at least 21 years old and must have sufficient knowledge of laboratory materials, safe handling and lawful research requirements.

Question 49

Can I use website information as medical advice?

Accepted Answer

No. Product descriptions, references, research summaries or website information are provided for scientific and informational context only. They are not medical advice or treatment recommendations.

Question 50

Does balticLABS recommend product use for health, fitness or performance?

Accepted Answer

No. balticLABS does not recommend, promote or instruct use of any product for health, fitness, performance, body composition, anti-aging, recovery, therapy or personal purposes.

Question 51

Who is responsible for how products are used?

Accepted Answer

The customer is fully responsible for lawful purchase, storage, handling, transportation, use and disposal of all products in accordance with applicable laws and laboratory safety requirements.

Question 52

Do I need to comply with Lithuanian law before ordering?

Accepted Answer

Yes. Customers must ensure that purchase, possession, storage, handling and research use comply with Lithuanian law before placing an order.

Question 53

Do I need to read the Safety Data Sheet?

Accepted Answer

Yes. Before purchasing, storing, transporting, handling or using any product, the customer is responsible for reviewing the applicable Safety Data Sheet or other relevant product documentation.

Question 54

Can balticLABS cancel an order due to misuse concerns?

Accepted Answer

Yes. balticLABS may refuse, suspend or cancel an order if there are reasonable grounds to believe that the products may be used for purposes inconsistent with Research Use Only restrictions or applicable law.

Question 55

Can I ask balticLABS for dosage or usage instructions?

Accepted Answer

No. balticLABS does not provide dosage, administration, consumption, treatment, clinical or personal-use instructions.

Question 56

Can product names imply approved uses?

Accepted Answer

No. Product names, categories or references do not change the research-use-only status of the product and must not be interpreted as approved consumer, medical or veterinary uses.

Question 57

Can I resell balticLABS products?

Accepted Answer

Resale is not automatically authorized. Any resale, distribution or commercial handling must comply with applicable law and may require prior written agreement from balticLABS.

Question 58

Are product images exact representations?

Accepted Answer

No. Product images are for illustrative purposes only. Actual packaging, labeling, color, volume or visual appearance may vary by batch, supplier or packaging update.

Question 59

What documents should I review before ordering?

Accepted Answer

Review the product page, available batch information, storage requirements, Safety Data Sheet where applicable, Certificate of Analysis where available and any product-specific documentation.

Question 60

Do you provide Certificates of Analysis?

Accepted Answer

Where available, products may be supplied with a Certificate of Analysis, batch number or other quality-control documentation. COA information is intended for research and quality review purposes only.

Question 61

Does a COA allow human or animal use?

Accepted Answer

No. A Certificate of Analysis does not authorize human use, animal use, clinical use, cosmetic use or any other use outside lawful research purposes.

Question 62

Are all batches identical?

Accepted Answer

No. Product specifications, documentation and appearance may vary by batch. Customers should review batch-specific information where available.

Question 63

What does purity information mean?

Accepted Answer

Purity information, where provided, is part of research-quality documentation and should be interpreted together with the relevant COA or batch record. It is not a medical or consumer-use claim.

Question 64

What does HPLC / MS documentation mean?

Accepted Answer

HPLC / MS references indicate analytical methods commonly used for identity and quality review. Documentation availability may vary by product and batch.

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