Returns & Refund Policy

Transparency is a big part of providing the best services possible to the research community. This extends to welcoming visitors here and clearly explaining how we handle things when they go wrong. This page covers what’s eligible for refunds and returns, and also covers what to do if a claim needs to be filed. It wraps up how long these processes take, and getting in touch with us during the claims process.

Being Eligible

Due to their delicate makeup, quality control enforcement, and safety concerns, we’re unable to accept returns for research materials once payment has been remitted and they’ve been dispatched from our facilities. These materials need to remain strictly controlled to prevent contamination, and we cannot guarantee the integrity beyond our own controls. It’s advisable for everyone to check the contents of their shopping carts carefully before committing to payment and completing the purchase.

Missing or Damaged materials

Despite taking great care to package everything properly and our courier’s best efforts, sometimes damages do happen. If our researchers receive a package with something clearly missing or physically damaged, in order to help make things right, we ask that photos be taken of any damage or proof that something’s missing. We’ll usually replace the materials or issue credit that can be used on our site, whichever is preferred.

Timeliness Is key

Please inspect any deliveries as soon as they’re received, and let us know about any problems within 48 hours of the parcel being delivered. This is based on the time as it’s shown in the tracking details. Details of the damage or missing will be taken, and contact information will be given to use for transmitting photos and any other needed documentation.

Not what was Ordered?

The same 48-hour window also applies to getting the wrong product. This gives us time to contact the courier and our dispatch specialists for further investigation. We also ask for a bit of help from our researchers. To get things to a resolution quickly, please take a photo of the outer packaging with the label and tracking number visible, and of the product itself. Our dispatch manager handles these claims personally. Once a claim gets approved, the correct product is dispatched immediately at our expense.

Getting in touch

We appreciate having the confidence of the research community to handle any claims fairly and efficiently. To get the claims process started, using the dedicated claims email address is our preferred and the fastest way to get speedy resolution. The address can be found under the Contact Us tab on the homepage. Please be sure to document an order number, product name, tracking ID number, and any pertinent details in your initial contact.

Thanks to the scientific research community for relying on us for their materials and for their trust in our processes. We stay committed to a developing bond with you through fair and fast resolution of any issues. We are always here to help.