Frequently Asked Questions
Find answers about our products, ordering, shipping, research use, and more.
Returns & Refunds
30 days to return, exchange, or tell us you are not happy.
What is your return policy?
You have 30 days from delivery. Unused, unopened vials can be returned or exchanged; opened or used material generally cannot come back, but if you are genuinely dissatisfied contact us anyway and we will work to make it right.
What if material does not match its certificate?
We replace it or refund it in full, including shipping, with no restocking fee. Send the lot number and your independent results and we will handle it directly.
How long do refunds take?
We issue approved refunds to the original payment method promptly. Your bank or card issuer then posts the credit, which commonly adds a further 5 to 10 business days.
Do I need to contact you before sending something back?
Yes. Contact support first so we can send the correct return instructions and make sure the return is matched to your order.
Still have questions?
Can't find what you're looking for? Our support team is here to help.