Refund & Return Policy

We want you to receive exactly what you ordered, in good condition. Because our products are sterile, temperature-sensitive research materials, returns are limited for safety and integrity reasons — but we stand behind every shipment as described below.

If you receive an item that is damaged, incorrect, or defective, contact [email protected] within 7 days of delivery with your order ID and a photo of the issue. Once verified, we will send a replacement or issue a refund at no additional cost to you.

For safety and to protect product integrity, opened or used vials cannot be returned or resold and are not eligible for refund except in the case of a verified defect. Unopened items may be eligible for return at our discretion within 7 days of delivery; return shipping is the customer’s responsibility.

Orders can be cancelled for a full refund any time before they ship. Once an order has shipped, it can no longer be cancelled, but it may qualify under the sections above.

Approved refunds are issued to the original payment method. Please allow up to 5–10 business days for the credit to appear, depending on your bank or card issuer.

If something is wrong with your order, please contact us first at [email protected]. We resolve nearly every issue quickly and directly — reaching out to us is faster than a bank dispute and lets us make it right.