Unopened vials
Unopened, sealed vials in their original condition can be returned within 14 days of delivery. Email [email protected] with your order number before sending anything back. We confirm the return address and the refund method by reply. Returns sent without contacting us first cannot be matched to an order and cannot be refunded.
Return shipping is paid by the customer unless the return is the result of our error. We recommend a tracked service.
Opened vials
Opened vials cannot be returned. Once the seal is broken the material cannot be verified, and it cannot be resold or re-tested. This protects every customer who receives a sealed vial from us.
Damaged or incorrect orders
If an order arrives damaged, or an item is missing or different from what you ordered, email us within 7 days of delivery with your order number and a photo of what you received. We replace damaged or incorrect items at no cost, or refund them if you prefer.
Refunds
Payments are made by Zelle, and refunds are returned by Zelle to the account that sent the payment. We issue the refund within 5 business days of receiving and inspecting the return, or within 5 business days of confirming a damaged or incorrect delivery. Your bank controls when the funds appear.
Cancellations
An order that has not yet been paid can be cancelled from My Account or by emailing support; unpaid orders are also released automatically after 48 hours. A paid order can be cancelled for a full refund until it has been dispatched or its preparation has begun; email support as early as possible.
Research use only
All products are sold strictly for laboratory research and are not intended for human or animal use. Returns are handled on that basis.