Because our products are research materials whose integrity cannot be verified once they leave our facility, all sales are final. The only exception is product that arrives broken or damaged, as described below.
If your order arrives with a broken vial or product that was damaged in transit, you may request a replacement or refund of the affected item.
To qualify, your claim must be submitted within 7 days of the delivery date.
Every damage claim requires both of the following. Claims missing either item cannot be processed:
Email [email protected] with the subject line "Damaged order" and include your order number and the photo(s) of the damage.
We review each claim and respond within 2–3 business days. Approved claims are resolved by replacement of the affected item or, where a replacement is unavailable, a refund of the affected item to the original payment method.
Approved refunds are returned to the original payment method used at checkout. Timing varies by method:
If you paid by bank transfer (Link-to-Pay) and your bank returns the debit unpaid for any reason (insufficient funds, closed account, stop payment, etc.), your order will be automatically cancelled and no product will ship. A returned-item fee of up to $15 may be passed through from our payment processor.
If tracking shows your order was not delivered, contact us and we will work with the carrier to locate the package or arrange a resolution. Lost-package claims are handled separately from damage claims.