This page explains how orders are processed, shipped and supported. Please review it before placing an order.
Order processing
Orders are usually processed within one to two business days after payment is confirmed. You will receive an email with tracking details as soon as your order ships.
Shipping methods and delivery times
Available shipping methods and costs are shown at checkout based on your address. Delivery times depend on the carrier and destination. Delays caused by carriers, customs or incorrect addresses are outside our control, but we will help you follow up.
Packaging
Vials are sealed and packed to protect them from light and impact. Outer packaging is plain, with no product names visible.
International orders
Customers ordering from outside our shipping country are responsible for knowing and following their local import rules. Any duties or taxes charged on delivery are the responsibility of the recipient.
Damaged, missing or incorrect items
If your order arrives damaged, is missing an item or contains the wrong product, contact us within 7 days of delivery with your order number and photos of the package and vials. We will send a replacement or issue a refund once the issue is confirmed.
Returns
To protect the integrity of research materials, we cannot accept returns of opened products or products that have left our control and been stored by the customer. Unopened orders cancelled before shipping are refunded in full.
Lost packages
If tracking shows no movement for 10 business days, contact us and we will open a claim with the carrier.