SHIPPING & REFUND POLICY
Shipping & Delivery
Reliable, discreet shipping—built to be simple and predictable.
Support: For questions about your order, please contact: support@startzeta.com
Shipping Availability
Zeta Labs, LLC currently ships within the United States only.
Our services are available to eligible individuals in all 50 U.S. states and the District of Columbia, subject to provider availability and applicable federal and state laws.
We do not offer international shipping, and our services are not intended for use outside of the United States.
Order Processing & Delivery Timeline
Because our platform involves licensed healthcare providers, order fulfillment includes several steps:
1. Online Intake
You complete an online consultation or submit required information for review.
2. Provider Evaluation
A licensed healthcare provider reviews your information and determines whether services or prescriptions are appropriate. Approval is not guaranteed.
3. Fulfillment & Shipment
If approved, your order is processed and shipped. Delivery timelines vary, but most orders arrive within a few business days after fulfillment.
Please note that shipping times may be affected by pharmacy processing, carrier delays, or other external factors.
Discreet Packaging
All shipments are packaged to maintain privacy. External packaging is designed to be neutral, and billing descriptors typically do not include specific product details.
Order Tracking
Once your order has shipped, you will receive tracking information via email and/or text message (if you opt in). If you have not received tracking information after a reasonable processing period, please contact support.
Shipping Fees
Shipping charges and applicable taxes are displayed at checkout before you complete your order. Promotions and shipping offers may change at any time without prior notice.
Address Changes & Delivery Issues
Updating Your Address
If you need to change your shipping address, please contact support as soon as possible. Once an order has been processed or shipped, we may not be able to modify the delivery address.
Marked as Delivered but Not Received
If your package shows as delivered but you have not received it:
- Check with others at your address (household members, front desk, etc.)
- Check nearby areas or delivery locations
If you still cannot locate your package, contact support and we will assist in investigating the issue.
Damaged Shipments
If your order arrives damaged:
- Take clear photos of the packaging and contents
- Contact support with the details
We will review the situation and provide next steps.
Refunds & Returns
Returns and refunds are subject to the policies outlined below and in our Terms of Use.
General Policy
Due to the nature of healthcare-related products and services:
- Orders may not be eligible for return once processed or shipped
- Opened or used items are not eligible for return
- Certain items may be non-returnable due to safety, regulatory, or pharmacy restrictions
Refund Eligibility
Refunds may be considered in the following situations:
- Order cancellation prior to processing or shipment
- Issues related to damage during delivery
- Incorrect items received
- Other circumstances evaluated on a case-by-case basis
Refunds are not guaranteed and are issued at our discretion, consistent with applicable laws.
How to Request a Refund
To request assistance with an order:
- Contact support at support@startzeta.com
- Provide your order number and a description of the issue
- Include photos if applicable (e.g., damaged items)
Our team will review your request and respond with next steps.
Processing Time
If a refund is approved, it will be issued to your original payment method. Processing times may vary depending on your financial institution.