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FAQs

I made my first purchase and received a confirmation Email. What should I do?
Congratulations on your first purchase with Atlab. Unless prompted, you need not respond unless called by the Customer Service team or asked to specifically. This is to confirm your order and ensure you are able to track your order with the Tracking Code.

It’s been 3 to 7 days and I haven’t received my Order yet! Where is it?
3 to 7 business days is the usual timeframe for receiving an item bought on Atlab web store. Unfortunately however, delays might occur for a variety of reasons, and for that we apologize. Reasons for this could include, but are not limited to; the seller might not be ready to ship the item from their side, there could be unprecedented volumes in delivery from the courier company or other unforeseen delivery schedule issues.

How do I track my order?
Your shipment status is updated under the Airway Bill (AWB) status update, allowing you to track it each step of the way to your door; however as a first step don’t worry your purchase on Atlab web store is secure and it’s our aim to provide you with the best shopping experience and we take your receipt of an item within acceptable timeframes very seriously. Should you have any concerns you can reach our Customer Service Team through the Contact Us page via the inquiry form. We’re always here to help you.

What if my item gets lost?
There’s no need to worry. An item is only considered delivered when we have your signature on the delivery note and the item is in your hands. . For whatever the reason, if an item does get lost you will receive a full refund of your money if you have paid through electronic means (Credit card).

My order placed has been over 10 business days now, what’s going on?
Again, while we’re sorry you’ve been left waiting for so long, there could be any number of reasons, some of which were listed above – and we apologize for this lengthy delay in receiving your order. However we will trace your order and take effective action to ensure that it is delivered promptly or in the event the item is neither available nor ready to be shipped out we will discuss with you a host of alternative solutions to resolve the issue. You can contact our Customer Service Team anytime you wish to through the Contact Us page via the inquiry form. The Team is at your service.
One thing is certain, you will never lose out on a shipment or payment made, and your consumer rights are fully protected by the consumer right laws of the host country.

This is not what I bought? What shall I do?
Never fear, we will help you in correcting that should this be the case. Also as an Atlab shopper you have the right to return an item within three (3) days even if it is the exact same item you have ordered so long as it meets our return policies namely being in the same condition received and with the original packaging intact.

What if I decide after three (3) days I don’t want the item, if it was a store, I have up to 30 days, what happens then?
Yes you can - if your item is faulty or not in working condition due to a product defect or not functioning as it is supposed to - then you can still return it and your money refunded. To do so please contact our Customer Service Team through the Contact Us page via the inquiry form. However if there is nothing wrong with the item and you just want to return it, please note that we do not accept a product back after the three (3) days have passed.

I’ve changed my mind; can I return what I’ve bought?
Yes you can. We want to offer you, our valued customers, the peace of mind of shopping with us and also we fully understand that sometimes you might change your mind on a bought item, If you have paid through electronic means (Credit card) then the money would be refunded, but due to individual card providers, the amount may take time to reflect in your card statement. If you wish to return the item after receiving it, you have up to three (3) days to do so, so long as the item is in the same condition as received and with the original packaging intact. In all circumstances you can contact the Customer Service Team through the Contact Us page for a return of an item or refunds.

But what if I want to return an item after three (3) days?
According to our Refund policy, we do not give a refund after 3 days of receiving the product.

Do I get the full amount returned/refunded to me for a Returned item?
Shipping fees will be deducted from the amount, but you will receive a refund for the balance. This fee will be waived if the item was not as advertised, defective or not functioning as advertised. So basically if it is a return because you have simply changed your mind then the shipping fees will be retained by Atlab and we just refund you the item amount paid. You will be refunded the shipping fees for returned items not in proper working condition or faulty and/or defective.

Can I replace an item?
At the moment we do not offer replacements however you can still return an item. Please see our return policies for that.

What currencies can I pay in?
You can pay in USD and AED

Can I use any credit card for my payment or is there a restriction?
You can only use your Visa and Master cards for the payment.