Frequently Asked Questions

1. How can I contact you if I have a question about my order?
You can reach us anytime via our contact form or by emailing contact@auralis-labs.com. Our support team is happy to help.

2. How long does it take to process my order?
All orders are processed within 1–3 business days before shipping.

3. What are your shipping times?
Our standard shipping times vary by region:

• United States & Canada: 8–15 business days
• Europe: 8–15 business days
• Australia & New Zealand: 8–20 business days
• Other Countries: 10–25 business days

Note: Delivery times may vary due to local customs clearance or unforeseen delays.

4. Do you ship internationally?
Yes, we ship worldwide. Please note that customs duties or taxes may apply depending on your country’s regulations. These fees are the customer’s responsibility. For details, check with your local customs office.

5. When will I receive my order confirmation and tracking?
You will receive an order confirmation email immediately after checkout.
Once your order ships, you’ll get a shipping confirmation with a tracking code (when available). Please allow 2–4 business days for tracking updates to appear.

6. Can I cancel or change my order?
Yes — you may cancel or change your order as long as it has not been opened or shipped. Please contact us as soon as possible at the contact form or contact@auralis-labs.com with your order number.

7. What is your return policy?
We offer a 30-day return policy starting from the day your order is delivered.

• Items must be unused, in original packaging, and in the same condition as received (a brief trial is accepted).
• For non-defective returns (change of mind), customers are responsible for return shipping.
• For damaged or defective items, please contact us at contact@auralis-labs.com within 7 days of delivery with photos, and we’ll arrange a replacement or refund at no cost.

For full details, please see our Return Policy page. 

8. What if my order is delayed or hasn’t arrived?
If your order has not arrived within the estimated timeframe, please email us at contact@auralis-labs.com and we will assist you right away.

9. Do your products come with a guarantee or warranty?
Guarantees and warranties depend on the product. Please check the specific product page for details, or contact us through our contact form or by emailing contact@auralis-labs.com.

For customers in the European Union, products also include a two-year legal guarantee covering any lack of conformity, as required by EU law.

10. Is my payment secure?
Yes. We accept all major credit cards, PayPal, and other trusted payment methods. All transactions are SSL encrypted and secure.