# Frequently Asked Questions (FAQ)
## General Questions
### What are your products intended for?
All products sold by H.I.W. Labs are intended strictly for laboratory research purposes only. They are not intended for human consumption, veterinary use, therapeutic use, diagnostic use, or clinical applications.
### Are your products Research Use Only (RUO)?
Yes. Unless explicitly stated otherwise, all products are sold as Research Use Only (RUO) materials and must only be used by qualified researchers and laboratories.
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## Ordering & Payment
### How do I place an order?
Orders can be placed directly through our website. Simply add your desired products to your cart and proceed through checkout.
### What payment methods do you accept?
Accepted payment methods are displayed during checkout and may include credit/debit cards, bank transfers, cryptocurrency, and other payment options.
### Can I modify my order after it has been placed?
Order modifications may only be possible before fulfillment begins. Please contact us as soon as possible if you need to make changes.
### Can I cancel my order?
Orders may be canceled before processing and shipment. Once an order has been processed or shipped, cancellation may no longer be possible.
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## Shipping
### Where do you ship?
We ship to locations where our products may legally be sold and transported. Customers are responsible for ensuring compliance with all local laws and regulations.
### How long does shipping take?
Shipping times vary depending on destination, carrier, and customs processing. Estimated delivery times are provided at checkout when available.
### Will I receive tracking information?
Yes. Tracking information will be sent once your order has been shipped.
### What happens if my package is delayed?
Carrier delays may occasionally occur and are outside of our control. We appreciate your patience while the carrier completes delivery.
### What if my package is lost?
If a shipment is confirmed lost by the carrier, please contact our support team for assistance.
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## Refunds, Returns & Replacements
### Do you accept returns?
No. Due to the nature of our products, we do not accept returns.
### Do you offer refunds?
No. All sales are final, and refunds are not offered.
### What if I receive the wrong product?
Please contact us within 7 days of delivery with photographs and your order information. Approved claims may qualify for replacement products.
### What if my order arrives damaged?
If your order arrives damaged, contact us within 7 days of delivery and provide photographs of the product, packaging, and shipping label.
### Will I receive a replacement if there is a verified issue?
Approved claims involving damaged, defective, incorrect, or carrier-confirmed lost shipments qualify for replacement products at our discretion.
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## Product Information
### How should products be stored?
Unmixed Vials can be stored in fridge or dark dry cold area - Mixed vials should only be stored in fridge
### Do your products come with certificates of analysis (COAs)?
No as COA would make prices 4-5x as COA should be done for every vial not 1 out of a 10,000 batch which all brands do we are 100% transparent and do not lie to you that being said all our products are high purity as we have very trusted suppliers do not worry :)
### What should I do if I have questions about a product?
Please contact our support team. We can answer questions regarding product specifications, documentation, and ordering, but cannot provide advice regarding prohibited uses.
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## Compliance & Legal
### Can your products be used for human consumption?
No. Our products are not intended for human consumption under any circumstances.
### Can your products be used in animals?
No. Our products are not intended for veterinary use.
### Who is responsible for ensuring legal compliance?
Customers are solely responsible for ensuring that the purchase, possession, importation, exportation, and use of products comply with all applicable laws and regulations in their jurisdiction.
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## Contact Us
### How can I contact customer support?
For any questions regarding products, orders, shipping, or policies, please contact:
Email: hiwlabs@hotmail.com
WhatsApp: +44 7833 206086
Our support team will respond as quickly as possible during normal business hours.