Unopened material

Because these are temperature-controlled research materials, we cannot accept returns of material once it has left our custody and its storage conditions can no longer be verified. This is a chain-of-custody limitation, not a commercial one.

Damaged, incorrect, or compromised shipments

If your shipment arrives damaged, at the wrong temperature, incomplete, or containing a lot other than the one documented, contact us within 7 days of delivery with your order number and photographs. We will replace the material or refund it in full.

Documentation discrepancies

If the certificate for your lot does not match what you received, or the lot number on the vial is not in our registry, tell us. We treat that as a serious issue and will resolve it before anything else.

Cancellations

Orders can be cancelled for a full refund any time before dispatch. Email us with your order number.