Customer Care

Returns & Refunds

We stand behind the quality of every research product we ship. If something is not right with your order, the policy below explains how we can help.

Start a Return

Important: Opened, used, reconstituted, or temperature-compromised research products cannot be returned because of quality-control and chain-of-custody requirements.

Return eligibility

Eligible for return

  • Unopened, unused, and factory-sealed items
  • Items in their original, undamaged packaging
  • Incorrect items shipped by us
  • Eligible returns requested within 14 days of delivery

Not eligible for return

  • Opened, used, or reconstituted products
  • Temperature-sensitive or perishable items
  • Items damaged by improper storage or handling
  • Final-sale items, shipping fees, or unauthorized returns

How to request a return

STEP 01

Contact us

Email us within 14 days of delivery. Include your order number and a short explanation of the issue.

STEP 02

Get approval

We will review your request and send return instructions and an RMA if the item is eligible.

STEP 03

Ship the item

Pack the unopened item securely and ship it within 7 days of receiving your RMA. Keep the tracking receipt.

Full policy

Last updated August 26, 2026

Return authorization

All returns must be approved before shipment. Contact support within 14 calendar days of confirmed delivery. Unauthorized returns may be refused and returned to the sender.

Damaged, defective, or incorrect items

Contact us within 48 hours of delivery. Include your order number and clear photos of the shipping label, packaging, and product. Keep all packaging until the claim is resolved. After review, we may issue a replacement or refund.

Return shipping and inspection

Unless the return is the result of our error, return shipping costs are the customer’s responsibility. Use a trackable shipping service. Returned items will be inspected for seal integrity, condition, and eligibility.

Refunds

Approved refunds are credited to the original payment method within 5–10 business days after inspection. Original shipping and expedited-service fees are non-refundable unless the return resulted from our error.

Order cancellations

Contact us as soon as possible. Orders may be canceled only before they enter fulfillment. Once shipped, the standard return policy applies.

Frequently asked questions

What if my order arrives damaged?

Photograph the package, shipping label, and product immediately. Contact us within 48 hours so we can review a replacement or refund.

Can temperature-sensitive products be returned?

Temperature-sensitive products are generally not returnable. If one arrives damaged or compromised, contact us within 48 hours.

When will I receive my refund?

Approved refunds are issued within 5–10 business days after inspection. Your bank may require additional processing time.

Need help with an order?

Include your order number so our team can assist you faster.

Email Support

For research use only. Not for human or veterinary use.