Policies
Returns & Refunds
Last updated: July 13, 2026
Start with support
Use the contact form with your order number and reason for the request. Do not ship any product back until you receive written authorization and return instructions.
Request window
Return requests must be submitted within 14 days of delivery. Requests received after that window may be denied except where required by applicable law.
Potentially eligible requests
Eligibility is limited to unopened items in original condition, incorrect items, missing items, or products damaged in transit, subject to written authorization and product-specific safety exclusions for research materials.
Research materials and safety exclusions
Opened, used, altered, improperly stored, temperature-compromised, or potentially contaminated research materials are not returnable. Keep the product, label, shipping container, and packaging available while support reviews a damage or fulfillment issue. Do not use a damaged or questionable product.
Review and resolution
Support may request photos or other order details before approving a replacement, store credit, partial refund, full refund, or denial. Approved refunds are returned through an available method compatible with the original payment and may take additional business days to appear on the original payment method.
Shipping charges
Original shipping charges are non-refundable unless the return is due to our error (incorrect item shipped or carrier-damaged package confirmed by support). Return postage is the requester's responsibility unless support confirms a prepaid label in writing for a seller-fault case.