IN THE LAB Reviews 10

Ordered the Silent Ball and it never arrived. Tracking has been stuck with no updates, and support hasn’t responded to my emails. To make it worse, I received a review request for a product I don’t even have. Until this gets resolved with clear communication or a refund/replacement, I can’t recommend buying.

I do not recommend buying from this company.

I placed an order and then needed to make a small change to my cart, but there was no option to contact support. I tried to get help multiple times:
• Sent 5 emails
• Sent messages on Instagram

But no one replied to any of them.

This lack of communication and support is extremely disappointing. I wanted to fix something simple, but the company never responded. Please improve your customer service.

I bought two silent basketballs November 27, 2025. They didn't arrive until January 12, 2026. When they arrived, I realized they're poor quality. I've gotten better cheap silent basketballs from Amazon. The best quality ones are SKLZ. They actually have weight to them. In the Lab quality was 1/5 stars. Also disappointed that they don't accept returns. Wish I never bought from them.

According to the tracking page, my package was marked as delivered on 10 January 2026. However, as of 15 January 2026, I have still not received my order. I have emailed the company three times but have not received any response.

Like many others, I placed my order in early December, and it has now been more than a month. At this point, there is no way for me to track my order, and it feels as though payment has been taken without any follow-up or delivery.

So I was a little worried at first, but I understand that there would be a few delays because of the holidays and the fact they get a lot of orders. We place our order for the silent ball on Nov. 28th and just received it today Jan. 5th. Thanksgiving, Christmas, New Year’s. I figured I wasn’t the only one ordering at the last minute when thousands of packages are being shipped around and plus it came from overseas.
I only had a problem with not getting the tracking number when they sent an email saying it’s been shipped. I had to email them and request they provide the tracking with 48 hours. They did. But then there were no updates since Dec.26th which only showed it had been shipped. No updates in-between then and it getting delivered. So pretty much it took a month after payment for them to ship it which they did say we were part of the second shipment bunch because of the amount of orders they had.
Hopefully this helps

Update: when I filed a refund request with PayPal, they immediately found in my favor, refunded me and closed the case. This must be a known problem with InTheLab.

Placed order mid December for Christmas. Got an email the next day saying handling time extended. Emailed them asking for the process to cancel order or change address to the recipients. No reply. Called multiple times with no answer. Emailed a week later. No response. Got a tracking # on 12/30 (this was supposed to be a Christmas gift) showing basketball was being shipped from China. I ordered in mid December and there is no progress on the tracking (still in Dongguan China). I opened a case with PayPal asking for full refund because the company knowingly failed to give me information that would have affected my decision to do business with them. I plan to post these truthful reviews everywhere I can because I feel they are scamming people. Check their policies: no refunds or exchanges for any item and no address changes. They need to work for the customer or get out of retail.

I placed a basketball order that was supposed to arrive before Christmas. I emailed multiple times, reached out on social media and sent form inquiries through their website, and received ZERO response. After Christmas, they sent an invalid shipping tracking number, which I verified as bogus — nothing had actually shipped. This was clearly an attempt to make it look like the order was on the way. Their email stated the order would ship before Christmas and website continued to show the item in stock, which was totally misleading. It’s been almost a month and I STILL haven’t received my order and am trying to get a refund, But I can’t get through to anyone no matter what I try. Horrible experience. They take your money, provide no updates or communication, and ignore paying customers. Not even an automated response confirming they received your email. And my kid was disappointed that the basketball never came. Terrible, unacceptable, and dishonest!!! Do not buy from them!!! You’d be better off ordering a no-name brand one from Amazon than to deal with this foolishness.

Ordered the ball early December for Christmas present. Since then they have sent one e-mail where they say they try to send it, total silence after that and its Christmas eve tomorrow. Sent them e-mail, no response. Seems a scam this one! Stay away!

Edit! Got my ball delivered finally on 2nd of Jan 2026. The product actually seems good.

Ordered my son a silent ball as a Christmas gift on the first day of December after getting delivery & processing time checked. My order was "being processed" ever since. By mid-December it was clear that there will be no ball sent to us, and I emailed support requesting to cancel & refund the order. I only got an automated email about cancelled order today with no refund info.
Terrible customer service. And they still have the gut to run active ads on Instagram telling that their silent ball is "back in stock" when they are unable to fulfill the orders made weeks ago.

I ordered a silent basketball from their website last December 1. It says 5-7 days processing. Until now I haven't received any update. Not only thay. I've been sending emails and messages but no reply at all. Very poor customer service. Looks like a scam as well.