Support
Returns & Damage Protection
What happens when an order does not arrive in the condition it left in.
Damage protection
If a vial arrives broken or compromised, send photographs and we will look at it.
A first order is not eligible for refund or reshipment. It is a fraud control — first orders on new accounts are where chargeback and reshipment fraud concentrates — and it applies to everyone equally rather than being decided case by case.
Once a first order has arrived and settled, damage and failed deliveries are reviewed case by case and resolved by reshipment or refund.
Making a claim
- Message us on Telegram within 7 days of delivery
- Include your order number and photographs of the damage and packaging
- Keep the packaging until the claim is resolved
- Claims are reviewed individually and typically answered within 24 hours
What is not covered
- First orders, as above
- Reconstituted or opened product
- Damage from storage or handling after delivery
- Orders where the research-use conditions were not observed
- More than one replacement per order
Lost and stolen packages
Loss and theft in transit are covered on the same terms — not on a first order, case by case after that. If tracking shows delivery but the package cannot be found, message us on Telegram and we will open a carrier trace first.
Cancellations
Orders can be cancelled for a full refund any time before they ship. Once a tracking number is issued the order is in transit and the protection terms above apply instead.