Last updated: June 9, 2026
All sales are final, and we do not accept returns. This is part of the agreement accepted at checkout and is standard for laboratory research materials: once a product leaves our cold chain there is no way to verify how it was stored or handled, so returned product can never re-enter inventory. Declining returns is an integrity guarantee for every researcher who orders from us — no vial you receive has ever been in anyone else's hands.
No returns does not mean no recourse. The following are covered, fast, through the self-service support flow:
You may cancel an order before it has shipped — the fastest path is the contact page or the on-site chat assistant. Once an order has shipped it cannot be canceled. Charges and authorization holds on canceled orders are released automatically; most banks clear them within 1–5 business days.
Please contact us before initiating a chargeback or payment dispute — the claims above resolve faster than any bank process, usually within one business day. Disputes filed without first attempting resolution are handled per Section 7 of the Terms of Sale and may result in account suspension.
Start any claim, reship, or refund question at the contact page — the guided flow resolves most issues on the spot and connects you with the support team when it can't.