Damaged, lost or incorrect shipments

The returns policy treats three situations the same way: a shipment that arrives damaged, a shipment that goes missing in transit, and a shipment that contains the wrong item. In each case, contact support with your order number within 30 days of the ship date and we will replace it or refund it. The ship date is the date the tracking email was sent, which is when the label was created.

Before touching anything, photograph the outer packaging as it arrived, then the contents, then the specific damage: the cracked vial, the lifted seal, the liquid where a dry cake should be. Photographs of the packaging and vial help us resolve it faster, and they are what a carrier claim needs. Do not open, use or discard any of it until support has replied. The receiving routine that makes this painless is in inspecting a vial on arrival.

A parcel is missing when its tracking has stopped updating for an unreasonable time, or when it is marked delivered and has not turned up after a reasonable check. For the first, send the order number and tracking number and we will open it with the carrier. For the second, check the carrier's recorded delivery location, a mailroom or reception, and allow until the end of the next business day, then write to us. Tracking your order explains how to read the carrier history before deciding a parcel is lost.

A wrong item is a vial whose label does not match what was ordered, or a quantity that does not match the confirmation. Photograph the label and the packing, and send the order number with a note of what was expected and what arrived. Check the lot number too: a lot number that matches no certificate you hold is worth mentioning in the same message, and lot numbers and lot discipline explains why it matters.

One message with everything in it resolves faster than five:

• Order number.
• Tracking number, if the parcel was dispatched.
• Lot numbers of any affected vials.
• Photographs of packaging and vials.
• One or two sentences describing what happened and whether you would prefer a replacement or a refund.

Send it through the contact page. We reply within one business day.

Support replies within one business day. For a damaged or wrong item, the usual outcome is a replacement dispatched on the next business day, or a refund to the original payment method, whichever you asked for. For a missing parcel, we open a trace with the carrier and either the parcel is located and delivered or a replacement goes out; you are kept informed either way. A refund, once approved, is issued to the original payment method and can take 5–10 business days to appear depending on the bank or card issuer. Nothing needs to be returned for a damaged or incorrect shipment unless support asks for it, in which case a prepaid label is provided. The contractual position is in the terms; the plain-language version is on the returns page and in returns, refunds and the purity guarantee.

This process covers what happens to a parcel between dispatch and your receiving bench. It does not cover material whose seal has been broken, that has been reconstituted or otherwise altered, or that has been stored outside the conditions on its certificate — those are not eligible for return, and the returns policy says so. A lot that independent testing shows falls below its stated purity is a separate matter, handled under the purity guarantee in returns, refunds and the purity guarantee. All material ships for in-vitro laboratory research only — see research use only.