Return Policy
Because our products are research materials whose integrity depends on proper storage and handling, all sales are generally final. We do not accept returns of opened, reconstituted, altered, or improperly stored products. If you experience an issue with your order, contact our support team for assistance.
When You May Qualify
Some situations are eligible for review and a possible replacement or refund:
- Your order arrived damaged
- Your order is missing items
- You received the wrong products
- Your package was lost or stolen and Shipping Protection was purchased
What Is Not Covered
The following are not eligible for return, replacement, or refund:
- Opened, reconstituted, or altered products
- Products stored improperly after delivery
- Packages lost, stolen, or marked as delivered without Shipping Protection
- Carrier delays, weather events, or other circumstances beyond our control
How to Submit a Claim
Start every claim with our support team. Clear photos speed up the review considerably.
Contact our support team with your order number
Include a description of the issue and clear photos if applicable
Our team reviews your case and determines the appropriate resolution
If approved, we issue a replacement or refund to your original payment method
Shipping Protection
Once an order has been shipped, responsibility for delivery rests with the shipping carrier. We strongly recommend purchasing Shipping Protection at checkout.
- Covers packages that are lost, stolen, or damaged in transit
- Orders without Shipping Protection are not eligible for refunds or replacements for packages that are lost, stolen, or marked as delivered by the carrier
- See our Shipping Information page for full details
Damaged in Transit
Products damaged during transit may qualify for a one-time replacement after review and submission of the required photos.
- Keep all original packaging until the claim is resolved
- Photograph the box, packing material, and product
- Contact support as soon as you notice the issue
Refund Requests
Refund requests are reviewed on a case-by-case basis.
- To submit: Order number, description of the issue, and photos if applicable
- Review: Our support team determines the appropriate resolution
- Approved refunds: Returned to the original payment method
- Original shipping charges: Non-refundable
Order Cancellations
Orders may only be canceled or modified before they have been processed for shipment. Please contact us as soon as possible if changes are needed — once a package is handed to the carrier, we are unable to reroute, cancel, or recall it.
Wrong Shipping Address
Please contact us immediately if you notice an incorrect shipping address. If your order has already shipped, we are unable to reroute or replace the package. If the package is returned to us by the carrier, we can reship it after the correct address is provided.
Need Help With an Order?
Send us your order number and a description of the issue and our support team will take it from there.
Contact Support