Our Commitment
We want every order to arrive correct, intact, and ready for use. If something goes wrong on our end, we’ll make it right.
Damaged or Incorrect Orders
If your order arrives damaged, incomplete, or different from what you ordered, contact us within 48 hours of delivery with your order number and photos of the item(s) received. We will arrange a replacement or refund at no additional cost once verified.
Non-Returnable Items
Because our products are lyophilized/liquid research compounds intended for laboratory use, and their integrity cannot be guaranteed once they leave our facility, we cannot accept returns of opened, reconstituted, or used vials. Unopened items may be eligible for return within 14 days of delivery at our discretion — contact support first to request a Return Merchandise Authorization (RMA) before sending anything back.
Order Cancellations
Orders can be cancelled free of charge before they ship. Once an order has entered fulfillment or shipped, it can no longer be cancelled and standard return conditions apply.
Refund Processing
Approved refunds are issued to the original payment method within 5–10 business days of approval. Processing times beyond that point depend on your bank or payment provider.
How to Request a Refund or RMA
Email our support team with your order number, the issue, and any relevant photos. We aim to respond to all refund and return requests within one business day.
All products are sold for research use only. This policy does not constitute a guarantee of product performance in any application.