Scope. This policy covers orders placed on this site and shipped by us. It sits alongside our Shipping & Handling policy, which describes packaging, dispatch and storage on arrival.
Cancelling before dispatch. Orders are dispatched the same business day when placed before 3 PM Pacific. If you contact us before your order is dispatched, we will cancel it and refund it in full. If you have ordered in error, contact us immediately — this is the only point at which an order can be cancelled.
Non-delivery or carrier loss. If tracking shows your order was not delivered, contact us and we will replace it or refund it in full, at your choice. We will ask you to allow the carrier’s own search window to complete first where one applies.
Wrong item, or documentation that does not match the material. Contact us before opening the remainder of the shipment. We will replace the item or refund it in full, and we pay return shipping.
Damaged or compromised on arrival. If a vial arrives with a broken seal, a cracked body, or otherwise compromised, send us photographs of the vial and the packaging within 72 hours of delivery and we will replace it or refund it. Do not use material from a compromised vial.
Material that has shipped is not returnable. Because storage conditions cannot be verified once material leaves our control, we do not accept returns of shipped material, whether opened or unopened, and material that is returned to us cannot be resold. Orders are therefore final once dispatched, except in the cases set out above.
How a refund is issued. Approved refunds are issued to the original payment method within 5 business days of our approving the claim. We refund the item price and, where the fault is ours, the shipping you paid.
How to start a claim. Email [email protected] with your order number and, for a damage claim, the photographs. You can also call us on (208) 266-9366, Monday to Friday, 09:00–17:00 Pacific. We reply within one business day.
For Research Use Only. Not for Human Consumption.