Shipping & delivery

Order processing

An order follows the statuses supplied by the configured payment and fulfilment systems. The order page displays the latest confirmed state rather than estimating progress.

Packaging

The packaging method and any required exterior information are shown only after the fulfilment arrangement is confirmed. SILVERBACK LABS does not promise a packaging format without that confirmation.

Destinations

Available destinations are shown at checkout. Some products cannot be sent to every country, so the selectable options depend on your address and on the contents of your cart.

Shipping options and costs

The shipping options that apply to your destination, along with their cost and any delivery indication, are shown during checkout before you confirm the order. We do not publish fixed delivery days on this page, because transit time depends on the destination and the carrier.

Tracking

When a parcel is handed over and the carrier registers it, the tracking reference appears on your order page and on the track order page. It can take some time before a newly registered code shows movement.

Status updates

Your order page is the source of truth: it shows the order status, the payment status and, once available, the shipping and tracking details.

• Order placed — your order is registered
• Awaiting payment — waiting for the payment with your reference
• Payment received — the payment has been matched to your order
• Processing — your order is being prepared for dispatch
• Shipped — the parcel has been handed to the carrier
• Delivered — the carrier has reported delivery

Address details

Check your address carefully before confirming. If you spot a mistake, contact support immediately with your order number. Whether it can be changed depends on the current fulfilment status.

Delays

Carrier delays, customs handling and local circumstances can extend transit time. If tracking has not moved for an unusually long period, contact support with your order number so the available information can be reviewed.

Damaged, incomplete or missing shipments

Report a damaged, incomplete or missing shipment as soon as possible. Keep the outer packaging and the contents as received and add photos where you can; that is what makes a carrier or manufacturer investigation possible.

Import rules and charges

International shipments may be subject to duties, taxes or local restrictions. Applicable responsibilities and costs must be confirmed for the actual seller, products and destinations before checkout is enabled.