Returns & refunds
Our products are temperature-sensitive research materials shipped cold-chain. For safety and integrity, all sales are final — we cannot accept returns or exchanges once an order has shipped. The protections below cover the rare cases where something goes wrong in transit.
All sales final
Because research compounds leave our cold-chain custody on shipment, they cannot be restocked, resold, or reused. Orders cannot be returned or exchanged.
Damaged, lost or incorrect
If your order arrives damaged, is lost in transit, or contains the wrong item, we’ll make it right with a replacement or refund — covered by shipping protection up to $300 when added at checkout.
Report within 7 days
Claims must be reported within 7 days of delivery (or expected delivery for lost packages) with your order number and photos of the packaging and contents.
How to start a claim
Email our support team with your order number, a description of the issue, and clear photos of the outer packaging, insulation, and the affected items. We review every claim quickly and respond with a resolution — replacement or refund — for eligible orders.
Refunds
Approved refunds are issued to the original payment method. Please allow several business days for your bank or card issuer to post the credit. Shipping protection fees and shipping charges are non-refundable except where an entire order is lost or arrives damaged.