Returns & order issues

Eligibility principles

Research materials may be unsuitable for return once seals are broken or cold-chain integrity cannot be verified. Unopened shipments with documented damage, wrong-item fulfillment, or clear documentation mismatches are the primary candidates for review.

How to open a case

1. Photograph packaging and labels before discarding materials
2. Note the order reference and lot number
3. Contact the research desk via the contact page

What we will ask for

• Order identifier and product names
• Lot numbers from the vial or label
• Photos of damage or discrepancy
• Description of the issue (damage, shortage, wrong item, docs)

This page describes operational principles. Final remedies depend on investigation and may be updated as the commercial return workflow is finalized. Review Terms for contractual language.