Policy

Shipping & Returns

Last updated September 17, 2026

Our catalog is opening soon. This policy applies to every order once it opens.

How we ship

• Freeze-dried vials ship in insulated packaging with desiccant, and with cold packs when the route or season calls for it.
• We ship early in the week so orders don't sit in a warehouse over the weekend.
• You'll get an email with tracking as soon as your order leaves.
• Every shipment is recorded by lot number, so we can always trace what you received.

Where we ship

The places we ship to are listed at checkout. You're responsible for making sure research chemicals can legally be received where you are.

When your order arrives

Move the vials to a freezer at -20 °C, away from light, as soon as you can. Check the lot number on each vial against its lab report.

Damaged, incorrect, or missing items

Send us a message within 48 hours of delivery with your order number, the lot numbers, and a description of the problem. We'll reply with where to send photos. Once we confirm the issue, we'll send a replacement or give you a full refund.

Returns

Our products are temperature-sensitive, so for safety and research integrity we can't accept returns of delivered orders, except for damaged or incorrect items as described above.

Lost packages

If tracking shows no progress for 5 business days, contact us. We'll open a claim with the carrier and send a replacement or refund once the package is confirmed lost.

Canceled orders

If we cancel an order for any reason, including the reasons in our Terms of Sale, you'll receive a full refund.