Shipping & Returns

Ochs Labs – LENS Neurofeedback Store Policies 

Thank you for visiting and shopping at Ochs Labs. The following terms and conditions constitute our Returns & Shipping Policy.

Returns Policy

You may return most new, unused, unopened items within 30 days of delivery for a full refund. Any defects should be brought to the attention of Ochs Labs before return.

We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).

You should expect to receive your refund within three weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order. We only sell quality products, we rarely get a return. Our goal is  99.9% of our returns are hassle free, please don't be that .01%! We are easy to work with, if theres an issue, call us and lets figure it out. 

Shipment processing time

All orders are processed within 2-3 business days. Orders are not shipped on weekends or holidays.

Every LENS system includes a computer which is customized with your credentials, and info. Complete LENSware3 systems can take up to 7 days processing time. If the order needs to be rushed, please call the office to inquire about processing time on a complete system. We will do everything humanly possible to make sure your system arrives as quickly as possible. 

If we are experiencing a high volume of orders, shipments may be delayed. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email or telephone.

Shipping

We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations. 

When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.

* Overnight delivery is only available for orders with delivery addresses within the continental United States. 

Delivery delays can occasionally occur from our shippers (USPS, FEDex, UPS, DHL etc.), which are out of our control. we can not be held responsible for issues out of our control, due to shippers or the weather. 

Shipment to P.O. boxes or APO/FPO addresses 

Ochs Labs ships to addresses within the U.S., U.S. Territories, and APO/FPO/DPO addresses.

Shipment confirmation & Order tracking

You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active within 24 hours.

Customs, Duties and Taxes

Ochs Labs LLC is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, VAT etc.).

Damages

Ochs Labs LLC, is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact us first explaining the issue,  then contact the shipment carrier to file a claim.

Please save all packaging materials and damaged goods before filing a claim.