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 product does not meet the purity, endotoxin, activity, or concentration specifications on your lot's Certificate of Analysis.
Broken vial, punctured shipper, a cold-chain product that arrives warm, or a dry-ice product that has thawed. If all the dry ice is gone, we also replace the product—even if the contents are still frozen. Contact us before using it and include photos of the shipment.
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.
Limits to our guarantee
Please follow the storage instructions on the product label after delivery. Our guarantee does not cover damage caused by later storage or handling. If you have questions about keeping your reagents in good condition, we're happy to help.
We're happy to help you find a reagent suited to your protocol. Our guarantee covers the product's published specifications.
If your plans change, contact us about exchanging unopened products that meet their specifications. We review requests individually. Custom-formulated and cold-chain products are not eligible for routine returns; temperature-controlled products cannot be restocked after shipping.
Please contact us even if the claim window below has passed. We'll review your request and discuss the available options, though we cannot guarantee a replacement outside that window.
Please contact us within 30 days of delivery if a product does not meet its specifications or you received the wrong item, or within 5 business days of delivery for damage or a cold-chain issue. Photos taken on arrival help us assess shipping conditions. If these windows have passed, we’ll review your request individually, though a replacement is not guaranteed.
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, to help us understand the issue.
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.