Return and Cancellation Policy

You may cancel before actual carrier handoff by emailing support with your order code. Creating a label is not shipment. Eligible cancellations receive a full refund, including shipping and tax, issued within five business days of your cancellation request.

Report damaged, defective, missing-from-package, or incorrect items within seven calendar days after delivery. An entire shipment that never arrives follows our missing-shipment procedure, without this post-delivery deadline.

Include your order code, a description, and reasonable photographs of the item, packaging, shipping label, and lot label when relevant. An unboxing video is not required. We consider alternative evidence if photographs are unavailable. Preserve affected items and packaging safely while we review the claim. Do not handle broken glass or leaking material unsafely, or mail hazardous material without safe, authorized instructions.

We do not accept change-of-mind returns or exchanges for correctly supplied research vials, including unopened vials. Opening an item does not automatically invalidate a legitimate defect or incorrect-item claim.

We acknowledge claims within two business days. Within five business days after receiving reasonably necessary evidence, we decide the claim or explain specifically what is still needed. We avoid repeated or irrelevant evidence requests. For a verified claim, we provide a refund or, with your agreement, a replacement at no additional cost. Refunds cover the affected item, attributable tax, and a reasonable share of original shipping. When the entire order is affected, all original shipping is refunded.

We require a return only when reasonably necessary. For seller errors or qualifying defects, we provide prepaid return instructions and charge no restocking fee. Obtain instructions before mailing anything; our business mailing address is not automatic return authorization.

Approved claim refunds are issued within five business days of approval, or receipt of an authorized return if the approval explicitly requires one. “Issue” means submitting the refund. Banks, payment services, and blockchain processing may affect when you receive it.

We verify actual receipt in the payment account or blockchain record; screenshots or reference numbers alone are insufficient. For Zelle, Venmo, and Cash App, we use a native refund linked to the original transaction where available and refund the verified original payer. We do not redirect funds to unrelated recipients. If the original channel cannot receive a refund, we arrange a documented alternative with the verified original payer; a technical limitation does not forfeit a valid refund.

For direct Bitcoin or Ethereum payments, we refund the same proportion of the original cryptocurrency actually received, on the original network. A full eligible refund returns the original quantity received; partial refunds use the refundable share of the original paid order total, without a new exchange rate. We pay the outgoing network fee. Separate bank, exchange, or network fees we never received are not refundable by us. We verify that your destination belongs to the original payer and accepts that asset and network; we do not blindly return funds to an exchange sending address. We never request private keys or seed phrases.

We reconcile prior refunds, provider reversals, and credits to avoid reimbursing the same loss twice. We do not require you to waive legitimate dispute rights. These policies preserve applicable legal rights, including rights that cannot lawfully be excluded by the seven-day reporting period.