LEGAL REVIEW REQUIRED
This page is a draft prepared for review by counsel. It is not final and may change before launch. Draft version draft-2026-09-26.
Refunds and cancellations
When you can cancel, and what happens if a shipment arrives damaged or goes missing.
Cancelling an order
You can cancel an order until we start picking it. Email us with your order number; if picking has not started, we cancel it and refund the full amount to the original payment method.
Returns
Because we cannot verify how material was stored after delivery, we do not accept returns of delivered products for a change of mind.
Damaged shipments
Report damage within 14 days of delivery by email, with your order number and photos of the package and the vials. We reship the affected items or refund them. Each order can be reshipped once.
Lost shipments
If the tracking shows no carrier movement for 7 business days, contact us and we will open a claim. Once the carrier confirms the loss, we reship or refund the order.
Recalled lots
If a lot you received is recalled, we contact you by email with the instructions on its lot page and refund or replace the affected units.
How refunds are paid
Refunds go to the original payment method. [COUNSEL: timing and any processor-specific terms.]
Version draft-2026-09-26
For laboratory research use only. Not for human or veterinary use or consumption. Not for diagnostic use. Not evaluated by the U.S. FDA.