Refund policy

Because our products are sealed research materials, we cannot take most items back once they have shipped. If something arrives damaged, wrong or not at all, we will make it right.

Last updated October 22, 2026

1. Cancelling an order

   You can cancel any order before it ships for a full refund. Contact us with your order number as soon as possible. Once an order has shipped it can no longer be cancelled.

2. Damaged, defective or wrong items

   If a product arrives damaged, with a broken or compromised seal, or is not what you ordered, contact us within 7 days of delivery. Include your order number, the lot number on the vial, and photos of the item and packaging.

   Once we confirm the problem, we will send a replacement or refund the item, whichever you prefer.

3. Returns

   For safety and quality reasons we cannot accept returns of products that have been opened, used or had their seal broken. Apart from the cases on this page, all sales are final once an order has shipped.

4. Lost or missing packages

   If your tracking has not updated for several business days, or shows delivered but you did not receive it, contact us. We will open a claim with the carrier and, once it is resolved, reship your order or refund it.

   Please double-check your shipping address when ordering. If a package is returned to us because of an incorrect address, we will contact you before reshipping.

5. How refunds are paid

   Approved refunds go back to your original payment method. Card and bank refunds usually appear within 5 to 10 business days, depending on your bank. Cryptocurrency payments are refunded in the same currency to an address you provide.

Questions about this page? Contact us and quote your order number if you have one.