Customer care

How can we help?

Whether you need help choosing the right Eurolabx case, preparing your cooling block, or resolving an order issue, our customer care team is here to help.

We typically respond within one business day.

Send us a message

Tell us how we can help and our customer care team will get back to you.

For order-related questions, please include the order number and email address used at checkout.

Find an answer faster

Explore common questions before sending a message.

Shipping & tracking

Find processing times, delivery estimates, tracking information, and help with delayed packages.

View shipping information

Returns & refunds

Review return eligibility and learn how to begin a return. Our current policy provides a 30-day return window.

View returns policy

Product performance

Learn how Eurolabx cases are tested and how preparation and travel conditions affect cooling duration.

Explore thermal validation

Travel guidance

Find information about packing temperature-sensitive medications, TSA screening, and international travel.

Visit the medication travel guide

Questions about your medication?

Eurolabx can provide product, preparation, and order support, but we cannot provide medical advice. For questions about medication storage requirements, dosing, or whether a medication is safe to use after a temperature excursion, contact your pharmacist, prescribing healthcare professional, or the medication manufacturer.

Wholesale, media or partnership enquiries

Interested in carrying Eurolabx products, collaborating on educational content, or speaking with our team? Select the relevant enquiry type in the form or email hello@eurolabx.com.