How orders travel, and what happens when something goes wrong.
Orders placed before 2pm ET on a business day are dispatched the same day. Orders placed after that, or at a weekend, dispatch the next business day. You receive tracking and the certificate for each lot shipped in the same email.
We do not dispatch on days when forecast transit conditions would compromise the cold chain. If we hold an order for that reason we tell you the same day.
Every order ships in an insulated carton with phase-change packs sized to the transit time. Lyophilized material is stable at ambient temperature for the duration of a normal transit; the cold pack is a margin, not a requirement.
A signature is required on all deliveries. We do not ship to addresses where a parcel may be left outdoors.
| Method | Transit | Signature | Cost |
|---|---|---|---|
| Standard cold chain | 2–3 business days | Required | $18.00 |
| Expedited cold chain | Next business day | Required | $42.00 |
| Orders over $500 | 2–3 business days | Required | Free |
We currently ship within the United States only. Import of research chemicals is restricted or prohibited in many jurisdictions and we will not create a customs problem for a customer.
Inspect your order on arrival. Report damage, shortage or a mismatched lot within 7 days of delivery with photographs of the carton, the vial and the label. We replace or refund without argument in these cases.
If a lot does not resolve to a certificate on this site, contact us immediately and do not use the material.
Unopened vials in original condition may be returned within 14 days of delivery for a refund less shipping. Contact us for a return authorisation before sending anything back.
We cannot accept returns of:
This is not a restocking preference. Once a vial leaves our cold chain we can no longer stand behind its certificate, which means we cannot sell it to anyone else.
Approved refunds are issued to the original payment method within 5 business days of us receiving the return or resolving a claim. Shipping is refunded only where the fault was ours.