Shipping and returns
Orders placed before 2pm Eastern on a business day ship the same day with tracking. Shipping is free on US orders of $300 or more. Sealed vials can be returned within 30 days.
When does my order ship?
Orders confirmed before 2pm Eastern, Monday to Friday, leave our US facility the same day. Orders after the cut-off, or on weekends and US federal holidays, ship the next business day. A tracking number is emailed when the carrier scans the parcel.
How much does shipping cost, and how long does it take?
| Service | Transit | Cost |
|---|---|---|
| Standard (US) | 2 to 4 business days | Free over $300, otherwise calculated at checkout |
| Expedited (US) | 1 to 2 business days | Calculated at checkout |
| Overnight (US) | Next business day | Calculated at checkout |
| International | 5 to 12 business days | Calculated at checkout; duties and taxes are the recipient's responsibility |
Carriers are UPS and USPS for domestic orders and UPS or DHL for international.
How are products packed?
Lyophilized vials are stable at ambient temperature for the length of any shipment, so sealed vials ship in insulated packaging without cold packs. Cold packs are added at no charge on request, and always for any product shipped in solution. Parcels are plain and carry no product description on the outside.
Do you ship internationally?
To most countries, subject to the destination's import rules for research reagents. The recipient is the importer of record and is responsible for any duties, taxes and permits. We cannot ship to countries where import of these products is prohibited, and we will refund an order in full if a shipment is refused by customs and returned to us.
What if a parcel is lost or damaged?
Tell us within 7 days of the delivery date shown by the carrier, with photographs if the parcel arrived damaged. We file the carrier claim and reship or refund while it is processed; you do not wait on the carrier.
Can I return a product?
Sealed, unopened vials stored as directed may be returned within 30 days of delivery for a refund of the product price. Contact support for a return authorisation before sending anything back; returns without one cannot be processed. Opened vials cannot be returned. Return shipping is paid by the buyer unless the return is due to our error.
What if the product does not match its certificate?
Send us the lot number and the discrepancy. We replace the lot or refund it at our cost and cover return shipping. We may ask for the vial back so the laboratory can test it, and we publish the outcome against the lot in the COA library.
Frequently asked questions
When does my order ship?
Orders placed before 2pm Eastern on a business day ship the same day. Orders after the cut-off, or on weekends and US holidays, ship the next business day.
Is shipping free?
Yes on orders of $300 or more within the United States. Below that, shipping is calculated at checkout by weight and destination.
Can I return a product?
Sealed, unopened vials can be returned within 30 days of delivery for a refund of the product price. Opened vials cannot be returned. A product that does not match its certificate is replaced or refunded at our cost.
