Effective date: August 29, 2026
This policy governs fulfillment, delivery, cancellations, returns, refunds, and order problems and forms part of the Terms and Conditions.
Review and processing
Orders may be reviewed for inventory, payment, address accuracy, fraud, destination, and research-use eligibility. An acknowledgment is not acceptance. We may request missing information or cancel and refund an order that cannot be accepted.
Shipping charges and timing
Available services, charges, and estimates appear at checkout or in the confirmation. Processing and transit estimates are not guarantees and may be affected by verification, carrier acceptance, holidays, weather, customs, address problems, and events outside reasonable control.
If we cannot ship within the promised time—or, if none was promised, within the period required by law—we will provide notice and an available choice to consent to a revised date or receive a prompt refund where required.
Addresses and cancellations
Review the delivery address before ordering and contact support immediately about corrections. Changes are not guaranteed after processing begins. Cancellation requests must be prompt and may not be possible after fulfillment or carrier handoff, except where required by law.
Inspecting delivery
For damage, leakage, missing items, or an incorrect item, contact support within 48 hours of delivery. Keep the outer box, shipping label, packing materials, and affected items, and provide the order number and clear photographs. This evidence period does not reduce rights that cannot lawfully be limited.
Returns
Do not return anything without written authorization. Products that have been opened, used, relabeled, stored outside labeled conditions, or removed from original sealed packaging are not eligible for discretionary return because laboratory materials require packaging, storage, and chain-of-custody controls.
Requests concerning unopened, unused, originally sealed products must be submitted within 14 days of delivery. Approval depends on condition, traceability, and law. Unless the return results from our error, the customer pays authorized return shipping and original shipping is not refundable. Unauthorized returns may be refused.
Refunds and replacements
An eligible issue may be resolved by replacement, reshipment, store credit, partial refund, or refund, as appropriate and required. Approved refunds go to the original payment method. Financial institutions may need additional posting time.
We do not refund solely because research plans changed, a customer intended a prohibited use, or a report concerns a different lot. Nothing excludes remedies required for materially misdescribed, defective, damaged, missing, or incorrectly supplied goods.
Delayed, lost, or marked-delivered packages
If a shipment exceeds the carrier estimate, contact support with the order and tracking numbers. For a shipment marked delivered but not found, check the delivery area, receiving staff, and carrier notices, then report promptly. We may open a carrier investigation and request a signed statement or other reasonable evidence.
Payment disputes
Please contact support first so we can investigate; this does not waive the right to contact a payment provider. Knowingly false disputes or retaining both a refund and delivered goods may lead to account restriction and recovery permitted by law.
Requesting help
Questions and notices may be submitted through the Customer Care Center. Do not send passwords, complete card numbers, medical information, or other sensitive information.