Return & Refund Policy

Contact us about an order

Contact us promptly if you need to cancel an order or report damaged, incorrect, or missing items. Include your order number, a description of the issue, and photographs of the package and products if relevant. Do not send products back without return instructions.

Damaged items

Keep the affected items and packaging while awaiting our instructions. Describe the damage and provide photographs of the items and packaging when available so our team can review the issue.

Incorrect or missing items

Compare the items received with your order confirmation and identify each incorrect or missing item. Our team will check the order and fulfillment records and communicate the resolution after review, which may include a replacement, refund, or another applicable remedy.

Cancellations and purchaser approval

Cancellation requests are reviewed against the current order status. A submitted request does not confirm that processing or dispatch has stopped. If we cannot approve or fulfill all or part of a paid order, we will notify you and refund the amount paid for the canceled, unfulfilled items and applicable charges. You do not need to make a separate request for a refund that is required by law.

Returns and resolution

Because these are research products, return requests require review of the product, order status, and issue reported. Except for refunds or other remedies required by law, a request is not approval of a return, replacement, credit, or refund. After review, we will communicate the available resolution and any return instructions, including responsibility for return shipping where a return is approved.

Shipping and delivery issues

Payment verification, purchaser review and approval, processing, dispatch, and carrier transit are separate steps. Order processing for shipment begins after verified payment and order approval. Carrier transit begins after the order is handed to the carrier. Contact us about delays or a missing shipment; a carrier estimate is not a guaranteed delivery date.

If a shipment has not arrived, contact us with your order number and any tracking information available. Our team will review the tracking and fulfillment records and communicate the next steps and applicable resolution.

If dispatch is delayed beyond the applicable shipment commitment, we will communicate the delay and any revised expected dispatch date, seek your agreement to the delay where required, and provide cancellation and refund options required by law. If you cancel unshipped items under those rights, or we cannot obtain required agreement to a delay, the canceled items and applicable charges will be refunded.

Refund processing

For an approved or legally required refund, we will communicate its amount, method, and expected timing. Completion can depend on the payment method and provider without changing our applicable obligations. This policy does not promise a fixed refund deadline or exclude rights that apply under applicable law.