Frequently Asked Questions

Welcome to the LabNova Support Center. Whether you are curious about the science behind our high-performance formulas, need help optimizing your daily routine, or want to track your order, we’ve got you covered. If you can't find what you're looking for, feel free to reach out to our team at hello@labnovabrands.com.

The Core Routine & Usage (Carbon Line)

What is the correct order of application for the Complete Trio Set?

To get the best results from your high-performance system, follow this simple 3-step routine:

  • Step 1 (Cleanse): Apply a small amount of the Facial Cleanser to wet skin, massage gently, and rinse.
  • Step 2 (Nourish): Apply a small amount of the rich Serum to clean, dry skin and massage until completely absorbed.
  • Step 3 (Moisturize): Smooth the Moisturizer over your face and neck to lock in hydration and trigger your skin's overnight renewal.

Important Reminder: If running this routine in the morning, always add a standalone high-protection sunscreen as your final step!

Can I use this entire system during the daytime?

Yes, but with one important condition. You can comfortably use the Cleanser and Serum twice daily (morning and night). The Moisturizer can also be used up to twice daily depending on your skin's personal tolerance. However, because it contains Retinol, you must apply a standalone high-protection sunscreen during the day and limit direct sun exposure. For the absolute best results, many users prefer using the moisturizer strictly as the final step of their evening routine to experience the ultimate "Overnight Reset".

What does the Carbon Line smell like, and who is it for?

The Carbon Line is crafted with a crisp, clean, sophisticated masculine scent profile that is highly preferred by those who enjoy a fresh, sharp aromatic experience. However, the formulation itself is completely non-gendered. We have stripped away unnecessary marketing to focus entirely on what actually matters—high-performance skincare that conquers heat, heavy sweat, and excess oil, making it perfect for absolutely anyone to use.

The Science & Ingredients

Why does the Carbon Line Serum have a thick cream consistency instead of being a watery liquid?

We deliberately formulated the Carbon Line Serum as a rich, luxurious thick cream rather than a traditional runny liquid. This concentrated, heavy-duty texture is specifically engineered to deliver intense nourishment (combining Niacinamide and Vitamin C Ester) while surviving intense tropical humidity. It melts smoothly into the skin upon application, leaving a fresh, clear, matte appearance without any watery or sticky residue.

What are the key active ingredients in the Serum, and how do they benefit my skin?

The Carbon Line Serum (30ml) features a powerful triple-active blend designed to combat a dull, oily, or tired complexion:

  • Niacinamide: Works hard to manage surface oil, minimize the look of enlarged pores, and strengthen the skin barrier.

  • Vitamin C Ester (Ascorbyl Tetopalmitate): A highly stable antioxidant that visibly brightens dull skin and balances uneven skin tone.

  • Natural AHAs (Fruit Acid Blend): Provides gentle surface exfoliation to reveal a smoother, more luminous skin texture.

What makes the Carbon Line Moisturizer's formula unique?

The Carbon Line Moisturizer (50ml) perfectly balances the intensive renewing power of Hydrogenated Retinol with our premium 7-Plant Advanced Matrix. This specialized botanical blend includes Green Tea, Centella Asiatica, Licorice Root, Rosemary, and Chamomile. It works in harmony with deeply hydrating actives to supply lightweight, soft-touch moisture that leaves the skin looking refreshed and beautifully rested without any heavy or greasy buildup.

Safety & Skin Reactions

I noticed some minor breakouts or slight redness after starting the routine. Is this normal?

Yes, this is completely normal. This initial reaction is often part of a standard adjustment period known as skin purging. The Carbon Line features potent active ingredients like Salicylic Acid (BHA) in the cleanser, Natural AHAs in the serum, and Retinol in the moisturizer. These specific ingredients work to accelerate surface skin cell turnover and deeply clear out pores (what we call "The Pore Vacuum").

As underlying impurities are rapidly brought to the surface, you may experience temporary breakouts or mild initial redness. This is why our labels recommend using the serum and moisturizer "once or twice daily as tolerated". If you experience redness, simply space out your application (e.g., every other night) to let your skin comfortably build up its tolerance.

Will the Carbon Line Facial Cleanser make my skin feel tight, dry, or stripped?

Not at all. Traditional cleansers use harsh sulfates that strip away your skin's vital moisture, leaving it feeling uncomfortably parched. The Carbon Line Facial Cleanser is 100% sulfate-free and utilizes gentle, coconut-derived cleansers. Furthermore, it is enriched with a specialized moisture-binding blend of Saccharide Isomerate and Glycerin to provide long-lasting hydration, leaving your face feeling perfectly balanced, clean, and smooth.

Can I use the Carbon Line Moisturizer if I am pregnant or nursing?

No. The Carbon Line Moisturizer contains Hydrogenated Retinol (Vitamin A), which is an incredible ingredient for surface cell turnover and an overnight texture reset. However, products containing Vitamin A/Retinol carry a strict medical warning: Avoid use during pregnancy. We highly recommend pausing use of the moisturizer during this time and consulting with your healthcare professional.

Orders, Shipping & Partnerships (New Additions)

Can I buy these products individually, and how much do I save with the Trio Set?

Yes! All of our high-performance products can be purchased individually based on your specific needs:

  • Carbon Line Facial Cleanser (100ml) – ₱699.00

  • Carbon Line Serum (30ml) – ₱629.00

  • Carbon Line Moisturizer (50ml) – ₱649.00

However, for the absolute best results, we recommend purchasing the Carbon Line Complete Trio Set for just ₱1,799.00. Purchasing the bundle saves you a total of ₱178.00 compared to buying each item separately!

What carrier do you use for shipping, and how long does delivery take?

We fulfill and ship our local orders via LBC Express Delivery. Once your order is processed and packed, you will receive an automated email containing your tracking number and a link to trace your package's journey. Deliveries typically take 2 to 5 business days depending on your location in the Philippines.

What payment methods do you accept?

We offer safe, secure checkout options through PayMongo. You can pay instantly using GCash, Maya, GrabPay, as well as major credit and debit cards (coming soon).

LabNova Brands Store Policy: No Return, No Exchange

At LabNova Brands, we are deeply committed to ensuring that every product you receive meets our highest standards of quality. Due to the specialized nature of our items (such as personal care, cosmetics, or sensitive diagnostic/scientific goods) and for reasons of health, safety, and quality control, all sales are final.

Please review our policy carefully before completing your purchase.

1. General No Return & No Exchange Rule

  • All Sales Are Final: LabNova does not accept returns, exchanges, or cancellations once an order has been successfully processed and shipped.

  • Change of Mind: We cannot accommodate returns or exchanges if you change your mind, ordered the wrong item, or misjudged a product's specifications. We encourage you to carefully review your cart and product descriptions before checking out.

2. Exceptions: Damaged, Defective, or Incorrect Items

While we maintain a strict No Return policy, we stand by the quality of our fulfillment. The only exceptions where we will review a replacement or refund request are if:

  • You received an incorrect item due to an error on our part.

Conditions for Reporting Exceptions:

  • Strict Timeframe: You must notify us within 48 hours of receiving your package by contacting our support team at hello@labnovabrands.com. Requests made after 48 hours will not be honored.

  • Proof Required: Your claim must include:

    • Your Shopify Order Number.

    • Clear, unedited photos or an unboxing video showing the damaged item, the physical defect, or the incorrect product received, alongside the original packaging and shipping label.

  • Unused Condition: Items must remain unopened, unused, and in their original packaging where applicable.

3. Damaged or Lost Packages During Transit

  • LabNova is not responsible for packages lost, stolen, or damaged while in transit by third-party courier services.

  • Once an order is handed over to the courier and a tracking number is generated, any delivery disputes or transit damages must be raised directly with the courier provider.

4. Contact Us

If you have any questions regarding a specific product variant, ingredients, specifications, or our store policies prior to making a purchase, please reach out to us:

  • Email: hello@labnovabrands.com

  • Customer Support Hours: 8:00AM-5:00PM Philippine time

How can I partner with LabNova Brands to earn commissions?

We love collaborating with creators and entrepreneurs! You can easily add our products to your affiliate showcase and earn an automatic 10% commission on every single sale you generate.

If you want to unlock even higher commission rates, gain access to exclusive brand benefits, and partner with us officially, we would love to hear from you. Please email our team directly at hello@labnovabrands.com.