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Returns & Refunds Policy

Last updated: June 9, 2026

1. All Sales Are Final

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.

2. What We Do Cover

No returns does not mean no recourse. The following are covered, fast, through the self-service support flow:

  • Damaged, gelled, frozen, or broken on arrival — submit a photo claim within 48 hours of delivery. Verified claims are refunded to the original payment method or replaced at no cost. Do not discard the product or packaging until the claim is decided.
  • Never delivered — the support flow checks the live carrier record. Packages with no carrier scan for 7+ days, or no movement for 7+ business days in transit, qualify for a free one-click reship. Packages the carrier marked delivered are resolved through the carrier (you selected your carrier at checkout; risk of loss passes at the carrier's first scan — see the Terms of Sale): per Terms §8.10 you must file a carrier claim and a police/theft report and submit both numbers through the support flow. The one exception we resolve directly: the carrier's delivery photo clearly shows an address that is not yours.
  • Wrong item shipped (our error) — we replace or refund at no cost, including shipping.

3. Refund Timeline

  • Review: photo claims are reviewed within 1 business day.
  • Cards (via NMI): approved refunds are pushed immediately and typically appear within 5–10 business days, depending on your card issuer.
  • Cryptocurrency: refunds go to the original wallet address, usually confirming within 1–3 business days.
  • ACH / bank transfer: refunds return to the originating account within 3–5 business days.
  • You receive an email the moment a refund is initiated.

4. Order Cancellation

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.

5. Chargebacks and Disputes

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.

6. Contact

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.