Return Policy

Unopened, unused products in their original sealed packaging may be returned within 14 calendar days of the delivery date shown in carrier tracking, subject to inspection upon receipt at our facility. To begin a return, contact research support through our Contact page with your order number and the reason for the return.

For quality-control and chain-of-custody reasons, we cannot accept returns of any product that has been opened, reconstituted, or otherwise removed from its original sealed vial or packaging, regardless of whether the product was used. Once a seal is broken, we can no longer verify the product's storage conditions or integrity, and re-selling or exchanging that unit would compromise the documentation guarantees we provide to every researcher.

If your order arrives damaged, with broken vials, compromised cold-chain packaging, or missing items, please photograph the shipment (including the outer packaging) and contact research support within 48 hours of delivery. We will review the claim and, where warranted, arrange a replacement shipment or refund at no additional cost to you.

If you receive a product or lot different from what you ordered, contact research support within 7 days of delivery with your order number and a photo of the item and label received. We will arrange for the correct item to be shipped and provide instructions for returning the incorrect item at our expense.

Email research support at the address listed on our Contact page with: (a) your order number, (b) the item(s) you wish to return, and (c) the reason for the return. Our team will respond with a Return Merchandise Authorization (RMA) number and return shipping instructions. Returns sent without a prior RMA number may experience processing delays.

Once a returned item is received and passes inspection confirming it is unopened and unused, we will process a refund to your original payment method within 5-7 business days. You will receive an email confirmation once the refund has been issued. Original outbound shipping charges are non-refundable except where the return is the result of our error or a damaged-on-arrival claim.

Orders may be cancelled for a full refund any time before they enter processing. Once an order has shipped, it is subject to the return terms described above rather than cancellation.

We are unable to accept returns or issue refunds for: products that have left our custody and been opened or reconstituted; products damaged after delivery due to improper storage; or claims submitted after the applicable notice window described above has elapsed.

We may revise this Return Policy from time to time. The version in effect on the date an order is placed governs that order's return eligibility.