We are committed to clear and fair policies. If you experience an issue with an eligible order, please contact us within 30 days of purchase. Because our products are strictly for research and laboratory use and demand controlled handling, not all items qualify for a return or refund. Approved requests will be processed based on the terms outlined below.
30 Day Policy
Refund or resolution requests for eligible orders must be submitted within 30 days of purchase.
Opened Product
Vials that have been opened, punctured, or reconstituted do not qualify for a return or refund.
Case Review
Approved requests may be resolved through a replacement, store credit, or a refund to your original payment method.
Additional Return Information
1. General Terms
We review issue requests submitted within 30 days of purchase. Because our products are strictly for research and laboratory use and require controlled handling, shipped orders do not automatically qualify for a return or refund. Approved claims are resolved at our discretion via replacement, store credit, partial refund, or full refund.
2. How to Submit a Claim
Contact support within 30 days of purchase and include:
- Order number
- Description of the issue
- Clear photos of the outer box, shipping label, packing materials, and affected product(s)
3. Eligible Issues
You may request a review for:
- Shipping damage or compromised vial/seal integrity prior to handling
- Verified lost shipments (per carrier tracking)
- Incorrect or missing items
4. Ineligible Situations
Resolutions will not be granted for:
- Opened, punctured, reconstituted, or used vials
- Improper storage, handling, or post-delivery contamination
- Deliveries marked successful by carriers but left unattended
- Incorrect customer-entered shipping addresses
- Change of mind, buyer’s remorse, or requests past 30 days
5. Returns & Product Safety
Due to sterility and chain-of-custody protocols, unauthorized returns will be refused. Do not send items back unless instructed by support; we may instead require disposal photos or documentation to process your claim.
6. Temperature-Sensitive & Delivered Packages
Customers are responsible for retrieving shipments promptly upon delivery. Claims resulting from post-delivery weather exposure or delayed retrieval will be denied.
7. Chargebacks & Disputes
Please contact us directly to resolve any order issues. In the event of a chargeback, we will provide all tracking, delivery, customer communications, and policy records to the payment processor.
8. Contact Us
To submit a claim or inquire about an order issue, please reach out to us on our Contact Us page.