Refund & Returns Policy
Due to the nature of research compounds, our returns policy is limited. Please read this page carefully before placing an order. Contact us before sending anything back.
Do not return items without contacting us first
All returns require prior authorization. Parcels sent back without a return authorization reference cannot be accepted or processed. Contact us via the Contact page with your order number before posting anything back.
Eligible for Return
- Unopened products in original sealed condition returned within 14 days of delivery
- Incorrect item sent (wrong compound or quantity)
- Product arrived damaged due to transit
- Vial seal visibly compromised on arrival
Not Eligible for Return
- Opened vials, regardless of the reason
- Products where the stopper or seal has been pierced or removed
- Products damaged after delivery due to improper customer storage
- Orders where the customer provided an incorrect delivery address
- Original shipping costs (except where the return is due to our error)
- Bacteriostatic water vials once opened
How to Return an Item
Follow these steps to request a return or refund
Contact us first
Submit a return request via our Contact page before sending anything back. Include your order number and reason for return. Unauthorized returns cannot be processed.
Receive return authorization
We will review your request and respond within 1 business day. If approved, we will provide a return authorization reference and our returns address.
Post the item back
Pack the item securely and post using a tracked service. Return postage is the customer's responsibility unless the return is due to our error or a defective product.
Inspection and refund
Once we receive and inspect the returned item (typically within 2 business days of delivery), we will process your refund within 5 to 10 business days to your original payment method.
Damaged or Incorrect Items
If your order arrives damaged or you receive an incorrect item, contact us within 48 hours of delivery. Include your order number, a description of the issue, and clear photographs of the outer packaging and the affected vials.
We will file a claim with the carrier and arrange a replacement or refund once the claim is assessed. We do not require you to return damaged items in most cases.
Claims submitted more than 48 hours after confirmed delivery may not be accepted, as it becomes difficult to establish whether damage occurred in transit or during subsequent storage.
Lost Parcels
If your tracked order has not arrived within 5 business days of your dispatch notification, contact us and we will open an investigation with the carrier.
USPS considers a Priority Mail package lost after 15 days from the mailing date. We cannot issue a replacement or refund until the carrier has concluded their investigation and confirmed the parcel as lost. This process typically takes 5 to 10 business days.
If tracking shows "Delivered" but you have not received your package, check with neighbors and any safe locations around your property. If the package cannot be located, contact us within 5 days of the delivery scan. The carrier may require a signed declaration from you before processing a claim.
Refund Processing
Approved refunds are processed to the original payment method used at checkout. We do not issue refunds by alternative methods such as bank transfer or store credit.
Once a refund is approved and processed on our side, it typically takes 5 to 10 business days to appear in your account, depending on your card issuer or bank. We will send a confirmation email when the refund has been processed.
Partial refunds may be issued where only part of an order is affected or where a return is approved for some items but not others. Original shipping costs are refunded only where the return is the result of our error or a confirmed quality issue.
Order Cancellations
Orders can be cancelled before dispatch for a full refund. Contact us as early as possible — ideally before 12pm EST on the day of your order — via the Contact page with your order number, as we cannot cancel an order that has already dispatched. Once a dispatch confirmation has been sent, we are unable to cancel the order and you would need to follow the standard returns process once the parcel arrives.
We dispatch orders confirmed by 12pm EST the same business day, and orders confirmed after 12pm EST the next business day.
US Consumer Rights
Nothing in this policy limits or excludes your rights under applicable US consumer protection laws that cannot be excluded or limited by agreement. If a product is faulty or not as described, you may be entitled to a remedy under those laws, regardless of our returns policy. Contact us if you believe this applies to your order.
Need to request a return or refund?
Contact us with your order number before sending anything back. We respond to all return and refund requests within 1 business day.
Contact Us