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For Research Use Only · Not for human or veterinary consumption · Not a drug
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Return & Refund Policy

How returns, replacements, and refunds work for research-use-only reference materials — and what we do when an order arrives wrong or damaged.

Last updated: June 13, 202630-day resolution window
Because our products are sensitive research-use-only reference materials, opened or temperature-sensitive vials generally can't be returned to inventory for safety and integrity reasons. The policy below explains the protections you do have.

On this page

  1. Quick summary
  2. Damaged or incorrect orders
  3. Unopened returns
  4. Non-returnable items
  5. Refunds & timing
  6. Subscription orders
  7. How to start a claim

Quick summary

If something arrives damaged, defective, or incorrect, contact us within 7 days of delivery with photos and your order number and we'll make it right with a replacement or refund. Unopened, unused items may be eligible for return within 30 days. Opened reference materials are non-returnable for safety reasons.

Damaged, defective, or incorrect orders

We pack every order carefully, but if your shipment arrives with broken vials, a compromised seal, or the wrong item, we'll resolve it quickly. To qualify:

  • Notify us within 7 calendar days of the delivery date.
  • Include your order number, a description of the issue, and clear photos of the product, packaging, and any damage.
  • Keep the item and packaging until the claim is resolved.

Once verified, you may choose a free replacement or a full refund of the affected item, including any shipping you paid on that item.

Unopened, unused returns

If you ordered in error, unopened and unused items in their original, sealed packaging may be returned within 30 days of delivery. To be eligible:

  • The vial seal must be intact and unbroken, and the product stored as labeled.
  • You request a Return Authorization first (see How to start a claim).
  • Return shipping for buyer's-error returns is the customer's responsibility; we recommend a tracked, insured method.

Approved unopened returns are refunded to the original payment method, less any original outbound shipping, once we receive and inspect the item.

Non-returnable items

For the safety, integrity, and traceability of research materials, the following cannot be returned or refunded once they leave our facility, except in the damaged/defective/incorrect cases above:

  • Opened, used, or unsealed vials;
  • Products stored outside their labeled conditions or whose cold chain may have been broken after delivery;
  • Items returned without a Return Authorization or after the 30-day window.

Refunds & timing

Approved refunds are issued to your original payment method. Please allow 5–10 business days after we approve the refund for it to appear, depending on your bank or card issuer. We'll email you when the refund is processed.

Subscription orders

You can cancel or reschedule a subscription at any time before its next renewal, and that prevents future charges. An order that has already been processed or shipped follows the standard policy above. See the Terms for full subscription details.

How to start a return or claim

  1. Go to the Contact page and send us a message, or email the support address listed there.
  2. Include your order number, the item(s) affected, the reason, and photos if the item is damaged or incorrect.
  3. We'll reply with next steps and, where applicable, a Return Authorization and instructions within 1–2 business days.

Placeholder for launch: confirm the exact claim window (7-day / 30-day), who pays return shipping, and your support email, then lock these numbers in across Terms and Contact.