Because our products are research compounds intended for laboratory use, our return policy is narrower than a typical retail policy — this protects the integrity and chain-of-custody of every product we ship.
1. Order Issues — Report Within 48 Hours
If your order arrives damaged, incorrect, or missing an item, contact us at [SUPPORT EMAIL] within 48 hours of delivery with your order number and photos of the item(s) received. We will send a replacement or issue a full refund at no cost to you, once verified.
Claims submitted after 48 hours may not be eligible for replacement or refund, since we cannot verify the condition of the product at the time of delivery.
2. Non-Returnable Items
Because of the nature of research compounds and to maintain quality control for all customers, we cannot accept returns of:
- Any product once its packaging has been opened
- Any product past its labeled use-by/stability date
- Any product that was not stored as directed after delivery
3. Order Cancellations
Orders may be cancelled for a full refund only if they have not yet shipped. Once an order has entered fulfillment, it cannot be cancelled and standard return terms apply.
4. Refund Processing
Approved refunds are issued to your original payment method within 5–10 business days.
5. Lost or Undelivered Packages
If tracking shows a package as delivered but you did not receive it, contact us within 48 hours so we can open a claim with the carrier. If tracking shows a package as lost in transit for longer than 5 business days past the estimated delivery window, contact us at [SUPPORT EMAIL] and we will send a replacement or refund.
6. Wrong Address
We are not responsible for orders shipped to an incorrect address provided by the customer at checkout. Please double-check your shipping address before submitting your order.
7. Contact
Questions about a return, refund, or an issue with your order can be sent to [SUPPORT EMAIL].