Returns & Refunds
We stand behind every vial we ship. If your order arrives damaged, incorrect, or fails to meet our documented purity standards, we'll make it right—replacement or full refund.
Last updated: July 31, 2026
14-Day Window
Report damaged, defective, or incorrect items within 14 days of delivery.
Shipment Protection
Lost, damaged, or stolen packages are replaced or refunded at no cost to you.
Sealed & Tested
Every vial is sealed and lot-tracked for quality verification and accountability.
1. Damaged or Incorrect Items
If your order arrives damaged, defective, or different from what you ordered, contact us within 14 days of delivery with your order number and a photo of the item. We'll send a replacement or issue a full refund—including any shipping charges—at no cost to you.
2. Lost or Stolen Packages
Every order includes free shipment protection. If your package is lost, stolen, or marked delivered but not received, contact us with your order number and we'll file a claim and ship a replacement or refund you in full.
3. Quality & Purity Concerns
Every batch is third-party tested and ships with a Certificate of Analysis. If you believe a product does not meet its documented purity or identity specification, contact us with the lot number from your vial. We'll investigate and resolve the issue, including a replacement or refund where warranted.
4. Non-Returnable Items
Because our products are laboratory reagents, we cannot accept returns of opened, reconstituted, or used vials for safety and integrity reasons. Refunds for these items are handled on a case-by-case basis in coordination with our research team.
5. Refund Timeframes
Once a refund is approved, here's what to expect:
- Refunds to the original payment method are processed within 5–7 business days.
- Your bank or card issuer may take additional time to post the refund to your account.
- Replacement orders ship the next business day after approval.
6. How to Request a Refund
Email us with your order number, the lot number from your vial, and a brief description of the issue (and a photo for damaged items). Our research team will respond within one business day.