We stand behind the purity and quality of every compound we ship. If something isn’t right with your order, here’s how we’ll make it right.
Last updated: June 2026
Damaged or incorrect orders
If your order arrives damaged or leaking, or the quantity is wrong, let us know within 14 calendar days of delivery. Send a photo of the product and the shipping packaging, and hold on to the original packaging until we’ve sorted it out. Once we confirm the problem, we’ll ship a replacement or issue a refund, whichever you prefer.
Returns
Because these are high-purity research reagents, we can only accept returns on items that are:
- Unopened, with their security seals intact;
- In their original packaging; and
- Stored as directed since delivery.
Start a return within 14 calendar days of delivery by contacting our support team. You cover return shipping unless the return is our fault, and we recommend a tracked, temperature-appropriate service so the product arrives in resaleable condition.
Items we can’t take back
For safety and integrity reasons, we cannot accept returns on items that have been opened, unsealed, reconstituted, or otherwise used, or on items that were not stored according to their handling instructions. These cannot be resold and are not eligible for a refund, unless they arrived damaged or incorrect.
How refunds are issued
Approved refunds go back to your original payment method. Once we receive and inspect a returned item, or confirm a damage or fulfillment claim, we process the refund within a few business days. Your bank or card issuer may take a little longer to post it to your account.
Canceling an order
Need to cancel? Contact us as soon as you can. We can usually cancel an order before it ships, but once it’s handed to the carrier we can’t pull it back, and the return rules above apply instead.
Lost or delayed shipments
If your tracking shows a problem, or your order hasn’t arrived in a reasonable time, reach out and we’ll help trace it with the carrier and make it right.
Talk to us first
If anything about your order looks off, email our support team at [email protected] before anything else. We’ll work out a refund or replacement quickly, usually well before it ever needs to become a billing dispute.