Returns & guarantee
We manufacture and release every lot against a written spec. If what arrives doesn’t hold to that spec, or doesn’t arrive intact, we replace it or credit you. Here’s exactly what that covers, and how to start a claim.
Every product in the catalog is sold for research use only (RUO), not for use in diagnostic or therapeutic procedures, and not for human or animal administration. That acknowledgement is required at checkout on any RUO-gated item. The guarantee below covers material that fails its own release spec or arrives damaged; it doesn’t extend coverage to any use outside RUO terms. Full language is in Terms of sale.
The lot you received performs outside the purity, endotoxin, activity, or concentration range printed on its own Certificate of Analysis, not a different product's spec, that lot's.
Broken vial, punctured shipper, or a cold-pack/dry-ice item that arrived at ambient temperature with photographic evidence (see Shipping & lead times for what to capture).
We shipped the wrong SKU, pack size, or lot relative to your order confirmation.
Duplicate charge, wrong quantity fulfilled, or an invoice that doesn't match the order confirmation.
What doesn’t qualify
Once a shipment arrives at spec, storage and handling are on you, a growth factor left at room temperature for a week after delivery isn't a manufacturing claim.
If a reagent performs to its published spec but isn't suited to your specific protocol, that's not a defect, the datasheet and technical notes are there to help you pick correctly up front.
Unopened, in-spec product can sometimes be exchanged case-by-case, ask, but there's no standing restocking policy for buyer's remorse on custom-formulated or cold-chain items, once a frozen vial has left our dock we can't put it back on the shelf.
Outside the window below, we'll still look at what happened, but a replacement isn't guaranteed.
File a claim within 30 days of delivery for a failed-spec or mis-picked claim, or within 5 business days of deliveryfor a damaged or warm-arrival claim, cold-chain evidence (temperature indicators, visible ice state) is only useful fresh. Outside those windows we’ll still hear you out, but approval isn’t automatic.
Go to Contact and choose the order-support channel. To move fast, include:
Lot number, printed on the vial/bottle label and on the CoA that shipped with the order.
Order or invoice number, and the SKU(s) affected.
Photos, of the shipping condition for damaged/warm claims, or of your assay data against the CoA spec for a failed-spec claim.
Storage conditions since delivery, where it’s been kept and at what temperature, so we can rule out post-delivery handling.
We confirm receipt within one business day and resolve most claims, replacement lot, credit, or a documented explanation, within a week. Need a copy of the lot’s CoA first to check the spec yourself? Request it here.