1. Where we ship
We ship to all 50 U.S. states, including Alaska and Hawaii. We do not ship internationally; orders with an address outside the United States are cancelled and refunded. We do not ship to P.O. Boxes, so please use a physical street address. We may decline to ship to any location where the sale or possession of a product is restricted.
2. Shipping cost
The shipping cost for your order, if any, is shown in your cart and at checkout before you pay. Shipping rates and promotions such as free shipping may change at any time; the rate shown at checkout applies to your order.
3. Processing time
We process orders on business days (Monday to Friday, excluding federal holidays). Paid orders received by 3:00 PM ET usually ship the same business day; later orders, and orders placed on weekends or holidays, ship the next business day. During busy periods, allow 1–2 business days. Orders that need a manual review, for example to confirm an address, may take longer.
4. Carriers and delivery times
We ship with UPS, USPS or FedEx. Most orders arrive within 2–5 business days after they ship. Delivery times are estimates and are not guaranteed; they depend on the destination, the carrier and conditions such as weather.
5. Tracking
When your order ships, we email you a tracking number. You can also follow it from the order page in your account. Tracking can take up to 24 hours to show the first update.
6. Packaging
Orders ship in plain outer packaging with no branding and no description of the contents. Each vial is labeled for research use only and carries its lot number.
7. Shipping address
Please make sure your address is complete and correct; we are not responsible for packages delivered to an incorrect address you provided. To change the address, contact us before the order ships. After shipment we cannot guarantee a change; carrier redirection fees are at your expense.
8. Lost, stolen or damaged packages
Every order is protected at no extra cost: if a package is lost, stolen or damaged in transit, we send a replacement and handle the claim with the carrier. Report the problem to [email protected] with your order number:
| Problem | Report |
|---|---|
| Damaged in transit | within 48 hours of delivery, with photos of the package and products |
| Lost | when tracking shows no movement for 7 days, or 3 days after the expected delivery date |
| Marked delivered but not received | within 48 hours of the delivery scan |
We may ask for a short written statement, and in some cases we need to wait for the carrier's investigation before sending a replacement.
9. Changes to this policy
We may update this policy from time to time. Each order is governed by the version in effect when it was placed.
10. Contact
[email protected] · Monday to Friday, 9:00 AM – 5:00 PM ET.