Can research materials be returned?
Opened, used, or tampered vials cannot be returned or resold, because doing so would compromise product integrity for the next researcher. Unopened products may be eligible for return only in the limited situations set out in the refund and returns policy at /refund-policy, which covers damaged, defective, or incorrect items and non-delivery. Outside those situations, returns are not accepted.
What if an order arrives damaged?
Contact the team within 7 days of delivery with the order reference and photos of both the item and the packaging. After review, a replacement is sent or a refund is issued for the affected item. Keep the original packaging until the issue is resolved, since carrier claims and internal review both depend on being able to inspect how the shipment was packed.
What if the wrong item was shipped?
Incorrect items are handled the same way as damaged ones. Report the problem within 7 days of delivery with the order reference and photos showing what arrived, including any labels on the vial and the outer packaging. Once reviewed, the correct item is sent or the affected item is refunded. Do not open an item that appears incorrect before reporting it.
What if part of the order is missing?
Report a short shipment within 7 days of delivery, noting which items are missing and including photos of the package contents as received. Multi-item orders are sometimes split across shipments, so it is worth checking whether a second tracking number was issued before opening a request. If nothing further is in transit, the missing item is reshipped or refunded after review.
What happens if a package is lost in transit?
If tracking shows a package as delivered but it was not received, or if a shipment stops moving and does not arrive, report it within 7 days. An investigation is opened with the carrier. Once that investigation is complete and the outcome supports it, the order is reshipped or refunded. Carrier investigations take time, so this route is slower than a damaged-item claim.
How long is there to report a problem?
Seven days from delivery for damaged, defective, incorrect, or non-delivered orders. That window exists because carrier claims have their own filing deadlines, and a late report can leave no avenue for recovery. Reporting early with photos and the order reference is the single biggest factor in how quickly a case resolves.
Can an order be canceled?
An order can be canceled by request before it ships. Once it has been processed for fulfillment or handed to the carrier it cannot be canceled, and the damaged or incorrect item and non-delivery provisions apply instead. Because orders go through manual review before payment, there is usually a window in which cancellation is straightforward.
How are approved refunds issued?
Approved refunds are returned to the original payment method. Processing time after the refund is issued depends on the bank or card issuer and is typically a few business days. Refunds cannot be redirected to a different card or account, since returning funds along the original path is what keeps the transaction record consistent on both sides.
Are shipping charges refunded?
Original shipping charges are non-refundable, except where an item was damaged, defective, or incorrect. In those cases the shipping cost associated with the affected item is included in the refund. This distinction follows the written refund and returns policy at /refund-policy and applies regardless of how the order was placed.
How is a request started?
Email [email protected] with the order reference and a description of the problem. Attaching photos at the outset, and including the lot number printed on the vial where the concern is product specific, removes an entire round of back and forth. Requests are reviewed manually and answered by email.
What if there is a quality concern about a specific lot?
Every lot is third-party tested to a 99 percent or higher purity target, and a Certificate of Analysis is available on request through the certificates of analysis page at /coa. For a documented concern about a particular lot, send the product name and lot number and the case will be reviewed against the testing record for that lot.
Does the return policy apply to distributor and bulk orders?
Distributor and bulk arrangements are handled through a separate approval process described on the distributor page at /become-a-distributor, and specific terms are confirmed in writing when an account is set up. Where those terms do not address a situation, the standard refund and returns policy at /refund-policy applies.
What is not covered by the policy?
Opened, used, or tampered vials, returns requested outside the 7 day window, and change-of-mind returns on correctly fulfilled orders are not covered. Outcomes of laboratory work are also outside the policy, since research results depend on experimental design and handling conditions that are controlled by the receiving laboratory rather than by the supplier.
Does a refund request affect account standing?
Opening a legitimate return or refund request does not affect account standing. The review process exists precisely so that damaged, incorrect, or undelivered orders can be resolved. Accounts remain active and can continue ordering through the order portal at /order while a case is open.
Are these materials sold for human or animal use?
No. All products are supplied strictly for laboratory and in-vitro research use only. They are not for human or animal consumption, are not approved by the FDA, and are not treatments, cosmetics, or supplements. Buyers must be 21 or older and purchasing for legitimate research purposes. Anyone with a health question should consult a licensed clinician.
Where are the full written terms?
The complete terms are on the refund and returns policy page at /refund-policy, with delivery timing and carrier details on the shipping policy page at /shipping-policy. Other topics, including ordering, storage, and compliance, are indexed at /questions. Where a summary here differs from the written policy, the written policy governs.
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