Support
Returns & Refunds
If something arrives damaged, defective or wrong, we make it right. Because these are sensitive research materials, we cannot take back product that has left our control in good condition - the same rule every reputable supplier in this category applies.
Last updated: August 11, 2026
What we cover
Tell us within 7 days of delivery and we will replace the item or refund it, at our option:
- the vial arrived broken, cracked, leaking or with a compromised seal;
- the product is not what you ordered;
- the order is short a vial, or a vial is unlabelled;
- the batch lab report does not match the product you received.
What we cannot accept back
- opened, used or reconstituted vials;
- product that has been stored outside the conditions on the label;
- change-of-mind returns on correctly delivered, intact product.
Once a vial leaves our control we have no way to verify how it was handled, and we will not resell material whose cold chain we cannot vouch for. That is a safety position, not a sales one.
How to make a claim
- Email [email protected] within 7 days of delivery, or use the contact form.
- Include your order reference and photos of the vial, the label and the packaging.
- We reply within 1 business day and tell you whether we are replacing or refunding.
- Refunds go back to the original payment method and take a few business days to land.
You can cancel an order any time before it ships - just email us with your order reference. Once it is with the carrier we cannot pull it back.
Returns, Refunds & Cancellations
Because our products are sensitive research materials whose integrity and safety cannot be assured once they leave our control, the following applies:
- No returns are accepted on opened, used, or temperature-sensitive products for safety and integrity reasons.
- If a product arrives damaged, defective or incorrect, contact us at [email protected] within 7 days of delivery with your order reference and photos. We will, at our option, replace the item or issue a refund.
- Refunds, where granted, are issued to the original payer by e-Transfer and may take several business days.
- You may request cancellation of an order before it ships; once shipped, an order cannot be cancelled.
This section does not limit any non-waivable rights you may have under applicable consumer protection law.