Shipping Policy

1. Where We Ship

Perplexa Labs currently ships to eligible addresses within the United States, including all 50 states and supported U.S. territories. We do not currently offer international shipping. Shipping availability may vary based on destination, FedEx service availability, legal or regulatory restrictions, and other operational requirements.

We do not knowingly ship to:

• International addresses
• Freight-forwarding services
• Package-forwarding or re-shipping services that we identify as such
• Destinations where shipment would violate applicable law or carrier requirements
• Destinations that cannot be serviced by an available FedEx shipping method

We reserve the right to decline or cancel an order that we cannot legally or operationally fulfill. If Perplexa Labs cancels a paid but unshipped order, we will provide the applicable refund in accordance with this Policy and applicable law.

2. Shipping Carrier

Perplexa Labs currently ships orders exclusively through FedEx. The specific FedEx service used may depend on:

• Shipping method selected
• Destination
• Carrier service availability
• Package size or weight
• Carrier restrictions
• Operational requirements

Tracking information will be provided once your order ships.

3. Shipping Methods & Costs

4. Same-Day Dispatch

Orders successfully placed, accepted, and cleared for fulfillment before 2:00 PM PT on business days generally ship the same business day. For purposes of this Policy, business days are generally Monday through Friday, excluding applicable holidays and carrier closure days. Orders placed after 2:00 PM PT, on weekends, on applicable holidays, or during FedEx closure periods generally begin processing on the next business day.

Same-day dispatch means the order is prepared and transferred to FedEx. It does not mean same-day delivery. Orders requiring additional review may take longer to process. Additional review may include:

• Payment verification
• Fraud screening
• Billing verification
• Address verification
• Age or identity verification
• Research-use verification
• Compliance review
• Unusually large-order review
• Other legitimate operational or legal review

5. Processing Time vs. Transit Time

Processing time and carrier transit time are separate. Processing time is the period between order placement and transfer of the shipment to FedEx. Transit time begins after FedEx accepts the shipment. Weekends, holidays, severe weather, carrier disruptions, transportation interruptions, service outages, and other circumstances outside our reasonable control may affect delivery timing.

6. Delivery Estimates

Estimated delivery dates shown at checkout, in shipping confirmation emails, through FedEx tracking, or elsewhere on our website are estimates unless a specific service is expressly identified as guaranteed. Perplexa Labs makes reasonable efforts to ship orders within the timeframe represented at the time of purchase.

If we determine that an order cannot be shipped within an applicable represented timeframe, we will provide any notice, revised shipping timeframe, cancellation option, consent request, or refund required by applicable law. If an order is canceled because Perplexa Labs is unable to ship it within the required or agreed timeframe, we will provide the applicable refund for the affected unshipped order, including shipping charges where required by law.

7. Order Tracking

Once your order ships, you will receive a shipping confirmation containing your FedEx tracking number. Tracking may take time to update after a shipping label is created or after FedEx receives the package. Please allow up to 48 hours after carrier acceptance for tracking activity to appear. If tracking has not updated after this period, contact support@perplexalabs.com.

8. Shipping Address Accuracy

Customers are responsible for providing a complete and accurate shipping address at checkout. Please verify the following before submitting your order:

• Full name
• Street address
• Apartment, suite, or unit number
• City
• State
• ZIP code

If you discover an address error after placing an order, contact support@perplexalabs.com immediately. We will make reasonable efforts to correct the address before shipment, but changes cannot be guaranteed once fulfillment has begun. Perplexa Labs is not responsible for delays, misdelivery, loss, return-to-sender events, or other delivery problems caused by an incorrect or incomplete address supplied by the customer, except where otherwise required by law. Additional shipping charges may apply if an order must be reshipped because of an incorrect or incomplete customer-provided address.

9. P.O. Boxes, APO/FPO Addresses & Certain Destinations

Because Perplexa Labs ships exclusively through FedEx, we recommend using a valid physical street address. P.O. boxes, APO/FPO addresses, certain U.S. territories, and other destination types may not be eligible for all FedEx services. If a destination cannot be serviced using the shipping method selected, the order may be placed on hold while we attempt to obtain an eligible address or shipping method. If the order cannot be fulfilled, it may be canceled and refunded as appropriate.

10. Discreet Packaging

Perplexa Labs ships orders in discreet external packaging. The exterior packaging does not prominently identify the specific research products contained inside.

11. Product Protection During Shipping

Products are packaged using methods intended to protect their integrity during ordinary shipping and handling conditions. Upon delivery, customers should promptly follow the storage instructions provided on the applicable product label, Certificate of Analysis, or other product documentation. Customers are responsible for appropriate product storage and handling after delivery.

12. Complimentary Shipment Protection

Eligible Perplexa Labs orders include Shipment Protection at no additional charge. Shipment Protection is intended to provide additional protection for qualifying shipments that are:

• Lost during transit
• Damaged during transit
• Stolen following delivery

Shipment Protection claims are subject to reasonable verification. Submitting a claim does not automatically guarantee approval. Depending on the circumstances, we may request order information, FedEx tracking information, photographs, shipping-label photographs, packaging photographs, address verification, a FedEx investigation, a signed statement confirming non-receipt, or other reasonably necessary supporting information.

Approved Shipment Protection claims will generally be resolved through a replacement shipment at no additional charge. A refund may be issued when replacement is unavailable, inappropriate, or otherwise required by applicable law.

13. Shipment Protection Exclusions

Shipment Protection may not cover:

• Incorrect or incomplete addresses supplied by the customer
• Packages redirected or forwarded after shipment at the customer's request
• Freight-forwarding or re-shipping services
• Packages intentionally refused by the recipient
• Failure to retrieve a shipment from a carrier location or designated pickup point
• Claims submitted outside the applicable claim period
• Damage occurring after delivery
• Improper storage or handling after delivery
• Product alteration after delivery
• Fraudulent claims
• Duplicate claims
• Manipulated photographs or documentation
• Other materially unverifiable claims

Nothing in this section limits rights that cannot legally be waived.

14. Packages Lost in Transit

If your package has not been delivered and FedEx tracking indicates a possible carrier loss, contact us after the shipment has exceeded its expected delivery window. Depending on the circumstances, Perplexa Labs may review FedEx tracking, contact FedEx, open a carrier investigation, verify the delivery address, or require completion of an applicable carrier waiting period.

A delayed package is not automatically considered lost. If a shipment is confirmed or reasonably determined to have been lost and qualifies under Shipment Protection, Perplexa Labs will generally provide a replacement shipment at no additional charge. If replacement is unavailable or inappropriate, we may issue an applicable refund.

15. Packages Marked Delivered but Not Received

If FedEx tracking shows Delivered but you cannot locate the package: check all entrances, porches, garages, side doors, parcel areas, and other possible delivery locations; check with household members; check with neighbors, building management, front desks, or mailrooms where applicable; and allow up to 24 hours after the delivery scan, as carrier scans may occasionally appear before physical delivery. Contact FedEx if the shipment still cannot be located, and contact support@perplexalabs.com within 7 calendar days of the recorded delivery date.

A FedEx "Delivered" scan does not automatically approve or automatically deny a Shipment Protection claim. Perplexa Labs may request additional information reasonably necessary to evaluate the claim, including confirmation of the shipping address, FedEx investigation information, a signed statement confirming non-receipt, FedEx delivery photographs where available, available security-camera information, confirmation from property management or a mailroom, or a police or theft report for unusually high-value, repeated, or otherwise suspicious claims.

If a claim qualifies under Shipment Protection, the normal resolution is a replacement shipment. A refund may be issued when replacement is unavailable, inappropriate, or required by law.

16. Damaged Shipments

If your order arrives damaged, contact support@perplexalabs.com within 7 calendar days of delivery. Please retain the affected product, external shipping packaging, internal packaging, and shipping label until your claim has been reviewed. We may request clear photographs of the shipping box or mailer, shipping label, internal packaging, affected product, and product label or lot number.

Approved damage claims will generally be resolved with a replacement product. If replacement is unavailable or inappropriate, an applicable refund may be issued.

17. Missing Items

If an item is missing from a delivered order, contact support@perplexalabs.com within 7 calendar days of delivery. Please include your order number, the missing product, photographs of the package if requested, and a photograph of the shipping label if requested. Perplexa Labs may review relevant information including fulfillment records, package weights, inventory records, packing records, FedEx shipment information, and other available evidence.

Once a missing-item claim is verified, we will generally provide a replacement. If replacement is unavailable or inappropriate, we may issue a refund for the affected item.

18. Carrier Delays

Once a shipment has been accepted by FedEx, portions of transportation and final delivery are outside Perplexa Labs' direct control. Carrier delays do not automatically mean a shipment is lost. Carrier-related delays may include severe weather, transportation interruptions, network delays, sorting delays, local delivery disruptions, holiday volume, service interruptions, incorrect or premature carrier scans, and other FedEx operational events. Perplexa Labs may require a reasonable FedEx investigation or waiting period before treating a delayed shipment as lost.

19. FedEx Service Failures

If you purchase an expedited FedEx service and FedEx fails to satisfy an applicable carrier-guaranteed commitment, any shipping-charge reimbursement may be subject to FedEx's applicable service-guarantee terms, FedEx exclusions, carrier approval, and applicable law. A delay involving a shipping method represented only as an estimated delivery timeframe does not automatically entitle a customer to reimbursement. Where FedEx approves reimbursement of a qualifying shipping charge, Perplexa Labs may pass through the applicable reimbursement to the customer as appropriate.

20. Order Cancellations

If you need to cancel an order, contact support@perplexalabs.com as soon as possible. Because orders may enter fulfillment rapidly, voluntary cancellation requests cannot be guaranteed once fulfillment has begun. This does not limit cancellation rights provided by applicable law, including rights that may arise from shipment delays.

Perplexa Labs may also cancel an unshipped order where reasonably necessary because of payment or fraud concerns, failed identity verification, failed age verification, failed address verification, failure to provide requested research-use or compliance information, suspected prohibited use, legal or regulatory restrictions, FedEx restrictions, product availability, or other legitimate compliance or operational concerns.

If Perplexa Labs cancels a paid but unshipped order, we will provide the applicable refund in accordance with our policies and applicable law. If an order has already been transferred to FedEx, voluntary cancellation will generally no longer be possible.

21. Returned-to-Sender Shipments

If FedEx returns a shipment to Perplexa Labs because of an incorrect or incomplete address, failed delivery attempts, recipient refusal, failure to retrieve the package, invalid destination information, or other circumstances attributable to the recipient, we will review the order after the shipment has been returned. Additional shipping charges may apply before reshipment.

Because research products cannot necessarily be returned to inventory after leaving our controlled chain of custody, returned-to-sender shipments are not automatically eligible for a product refund. If the return resulted from an error by Perplexa Labs, we will provide an appropriate resolution.

22. Duplicate Recovery

Customers may not receive multiple recoveries for the same shipping loss or affected product. If duplicate reimbursement occurs, Perplexa Labs may take reasonable steps to recover the duplicate amount to the extent permitted by law.

23. Fraudulent or Abusive Shipping Claims

Perplexa Labs is committed to resolving legitimate shipping issues fairly. We also reserve the right, to the extent permitted by law, to further investigate or deny claims involving reasonable evidence of false statements, manipulated photographs, altered documentation, duplicate claims, false non-delivery claims, repeated unsupported loss claims, intentional package damage, material inconsistencies, or attempts to obtain both merchandise and reimbursement without a legitimate basis. Where appropriate, suspected fraudulent activity may be reported to FedEx, payment processors, financial institutions, insurers, platforms, or law-enforcement authorities.

24. Returns & Refunds

Due to the nature of our laboratory research products, all sales are final once an order has shipped, except for qualifying damage, loss, fulfillment, documentation, or other issues covered by our Returns & Refunds Policy or required by applicable law. Please review our Returns & Refunds Policy before completing your purchase.

25. Research-Use & Compliance Review

Perplexa Labs products are supplied solely for lawful research purposes. We may delay, place on hold, or cancel an unshipped order when reasonably necessary to verify compliance with our Terms of Service or Research Use Policy. Failure to provide requested information may result in an order being delayed or canceled. If a paid but unshipped order is canceled, the applicable refund will be issued in accordance with our policies and applicable law.

26. Shipping Restrictions

Perplexa Labs does not knowingly ship internationally, to destinations prohibited by applicable law, to freight- forwarding or package-forwarding/re-shipping services we identify as such, where FedEx does not support the applicable service, or where shipment would violate legal, regulatory, carrier, or compliance requirements. We reserve the right to decline, cancel, or refund orders that cannot be fulfilled.

27. Changes to Shipping Services

Perplexa Labs may modify prospective shipping options, including shipping methods, shipping prices, free-shipping thresholds, carrier services, processing cutoffs, and supported destinations. The shipping terms presented to and accepted by the customer at checkout at the time an order is placed will apply to that transaction, subject to applicable law. Changes to this Shipping Policy will be reflected by updating the Last Updated date above.

28. Relationship to Other Policies

This Shipping Policy should be read together with our Terms of Service, Returns & Refunds Policy, Research Use Policy, and Privacy Policy. If another policy contains more specific terms concerning a particular issue, the more specific provision will apply to that issue to the extent permitted by law.