Shipping Policy

Where we ship

We currently ship to addresses within the United States only, including Alaska, Hawaii and US territories. Stripe's checkout will only accept a US shipping address, so an international address cannot be entered.

We cannot ship to freight forwarders acting on behalf of an overseas buyer, because doing so would put the goods outside our export-control undertakings. If you are outside the United States, get in touch and we will point you at a distributor in your region.

We can ship to a PO Box only for small consumable orders. Instruments ship by carrier freight and need a street address where someone can sign.

Shipping cost

You choose a shipping speed in the cart. The rate is shown as a separate line at checkout, so the total you see is the total you pay. Options for United States addresses:

• Standard Shipping — $9.95 USD, 3–7 business days, and free on orders over $150.
• Priority Shipping — $15.00 USD, 2–3 business days.
• Expedited Shipping — $30.00 USD, 1–2 business days.

The free-shipping threshold is calculated on the order subtotal (the value of the items, before any shipping charge) and applies automatically in the cart once you reach $150.

We do not add a handling, packing or fuel surcharge. If you need a specific carrier account billed, email us before ordering and we will quote it.

Dispatch and transit times

In-stock orders are dispatched within 1–2 business days of payment clearing. Orders placed on a weekend or a US public holiday start counting from the next business day.

Typical ground transit within the continental United States is 3–7 business days after dispatch. Alaska, Hawaii and territories generally add three to seven business days.

Where an instrument needs a pump head fitted or a non-standard control option configured, we may take an extra business day to build and test it. If your order will take longer than the times above, we email you before it ships — we would rather tell you than have you wonder.

Tracking your order

You will receive two emails: an order confirmation as soon as payment succeeds, and a dispatch notice with the carrier name and tracking number the moment the label is created. Tracking often takes a few hours to start updating after the label exists — that is normal and does not mean the parcel is lost.

If you have not received a dispatch notice within three business days of ordering, check your spam folder and then email support@dragonlab.us quoting your order reference.

Getting the address right

The shipping address you enter at Stripe checkout is the address the label is printed from. Please make sure it includes a building number, any suite, dock or department needed to reach you, and a phone number the carrier can call.

Once a label has been created we cannot change the destination. If an order is returned to us as undeliverable because of an incomplete or incorrect address, we will hold it for you and can reship once you have paid the new carriage cost — see our Returns & Refunds Policy.

If you spot a mistake immediately after ordering, email us straight away. Before a label exists we can usually fix it.

Delivery and inspection

Instrument shipments require someone to be present to accept them. Risk in the goods passes to you on delivery to the address you supplied.

Please, on the day it arrives:

• Check the outer carton for crush damage, punctures or water staining before the driver leaves.
• If the carton is damaged, note it on the carrier's delivery paperwork — a signature marked "damaged" is worth a great deal in a carrier claim.
• Photograph the carton as delivered, then the inner packaging, then the instrument.
• Power the instrument up and run it through its modes within a few days rather than leaving the box unopened until the project starts.

Keep all original packaging until you are satisfied the instrument is sound.

If something arrives damaged

Tell us within 7 days of delivery. Email support@dragonlab.us with your order reference, a description of the damage and the photographs described above.

We will repair, replace or reship at our cost, and we arrange and pay for collection of the damaged item. Please do not send anything back before we have given you a written return authorisation. Full detail is in the Returns & Refunds Policy, which also explains that our remedy in these cases is replacement rather than a refund.

Lost or delayed parcels

If tracking has not moved for five business days, contact us. We will open a trace with the carrier, which typically takes them three to eight business days to resolve.

Where a carrier formally declares a parcel lost, we reship your order at our cost. Where a carrier records a parcel as delivered but you have not received it, we will help you pursue it — but please first check with reception, mail rooms, neighbours and any safe place noted in the tracking detail, as this resolves the large majority of these cases.

Split shipments and backorders

If your order includes an item that is temporarily out of stock, we will contact you and offer to either ship the available items straight away and follow with the rest at no extra shipping cost, or hold the order and ship complete. We will not silently part-ship without telling you.

Sales tax and duties

Where sales tax applies to your destination it is calculated at checkout and shown as a separate line before you confirm payment. Because we ship domestically only, there are no customs duties or import fees on our shipments.

Tax-exempt institutional buyers should contact us before ordering with their exemption certificate so we can process the order correctly — we cannot retroactively remove tax from a completed order.

Questions

Dragon Labs LLC
7537 East McDonald Drive, Scottsdale, AZ 85250
support@dragonlab.us

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Related: Returns & Refunds · Terms & Conditions · Privacy Policy