Refunds & Returns

Because our products are temperature-sensitive research materials, sealed vials cannot be returned once shipped. This protects the integrity of the supply chain for every customer.

If your order arrives damaged, or you receive the wrong item, contact us within 7 days of delivery with your order number and a photo of what arrived. We will replace the item or refund you — your choice.

Orders that have not yet been dispatched can usually be cancelled. Because unpaid manual-payment orders are held before dispatch, you can simply let us know and we will cancel and release the reserved stock.

Approved refunds are issued to the original payment method. For manual payment methods such as Zelle or Venmo, we return the funds through the same channel. Please allow a few business days for the refund to appear.