Return eligibility
You may request a return within 30 days of delivery, provided the product is unopened, unused, and in its original, sealed packaging. To process any return, we need your order number or another valid proof of purchase within 7 days of delivery. Items sent back outside the 30-day window, or in a condition other than described above, may not qualify for a refund.
Items that cannot be returned
Because we supply sensitive research materials, some items cannot be accepted back once they leave us. The following are non-returnable:
- Products that have been opened, unsealed, used, or reconstituted.
- Custom orders and custom blends prepared to your specification.
- Items marked as final sale, clearance, or promotional.
- Any product whose integrity or storage condition cannot be verified after it leaves our control.
This does not affect your rights where an item arrives damaged, defective, or incorrect, which we cover below.
How to start a return
Please contact us before sending anything back, so we can authorize the return and give you instructions. Email us your order number and the reason for the return through our Contact Us page, and we will confirm whether the item qualifies and how to proceed. Returns sent without prior authorization may be delayed or declined. We handle the details you provide in line with our Privacy Policy.
Return shipping costs
For a standard return of an eligible item, the cost of return shipping is the customer’s responsibility, and the original outbound shipping charge is non-refundable. We recommend using a tracked service, since we cannot process a refund for a returned item we do not receive. Where a return results from our error, such as a wrong or defective item, we cover the return shipping, as described in the damaged and incorrect items section.
Refunds
Once we receive your return, we inspect it to confirm it meets the eligibility conditions above. When it is approved, we issue your refund to the original payment method within 5 to 7 business days. Your bank or card provider may take additional time to post the refund to your account. We will email you once the refund has been processed.
Restocking and partial refunds
Eligible returns in unopened, original condition are refunded in full for the price of the product. If a returned item arrives showing signs of use, damage that occurred after delivery, or missing packaging, we may reduce the refund to reflect the loss in value, or decline the return. Any restocking fee that applies to a particular order will be disclosed to you before you return the item.
Exchanges
If you would prefer an exchange instead of a refund, let us know when you contact us, and we will arrange a replacement of equal value where stock allows. Store credit may be offered as an alternative where an exchange is not possible.
Damaged, defective, or incorrect items
If your order arrives damaged, defective, or is not what you ordered, contact us within 7 days of delivery. Please keep the packaging and send photos of the item and the box, since these help us resolve the issue quickly. For a confirmed problem of this kind, we will arrange a free replacement or a full refund, including any return shipping, and we do not ask you to cover the cost of our error. Shipping-related damage is also addressed in our Shipping Policy.
Lost or non-delivered orders
If tracking shows your order as delivered but you have not received it, or a shipment appears lost in transit, contact us within 7 days so we can open a claim with the carrier. We will work with the carrier to locate the package or arrange a suitable resolution.
Order cancellations
If you need to cancel an order, contact us as soon as possible. We can usually cancel and refund an order in full before it has been dispatched. Once an order has shipped, it can no longer be cancelled, and any return would follow the process set out in this policy.
International returns
For orders shipped outside the United States, any return shipping costs, along with duties, taxes, and customs charges already paid, are the customer’s responsibility and are non-refundable. Please contact us first, since international returns of research materials may involve additional requirements at both ends.
Research use only
Research use only
All products are supplied for laboratory research use only. They are not for human or veterinary use, consumption, diagnosis, treatment, or prevention. Any returned material must be handled, packaged, and shipped in line with applicable safety and transport rules, and you remain responsible for the lawful handling of any product in your possession.
Changes to this policy
We may update this Refund and Returns Policy from time to time. The current version is always the one published on this page, and the “Effective date” above shows when it was last revised.
Contact us
For any question about a return, refund, or replacement, please reach our team:
- Address
- 30 N Gould St Ste N Sheridan, WY 82801
You can also message us through our Contact Us page.
