Shipping and returns
Orders placed before 2pm Eastern on a business day ship the same day with tracking. We ship to US addresses only. 2-Day shipping is $12.99 and free on orders of $1,000 or more; Overnight is available. 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 |
|---|---|---|
| 2-Day shipping | 2 business days | $12.99 · free on orders of $1,000 or more |
| Overnight | Next business day | $12.99 + $250 · $250 on orders of $1,000 or more |
Both services are chosen at checkout. Free shipping applies to the 2-Day rate; the Overnight surcharge is always charged.
Carriers are UPS and USPS.
How are products packed?
Lyophilized vials are stable at ambient temperature for the length of any shipment, so every order ships in insulated packaging at ambient temperature. Cold packs are not offered: a gel pack is spent within hours of dispatch and does nothing about the risks that actually damage vials, which are moisture through a compromised stopper and physical breakage. The reasoning is set out here. Parcels are plain and carry no product description on the outside.
Do you ship outside the United States?
No. Orders ship to addresses in the United States only, and checkout does not accept any other country.
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?
2-Day shipping is free on orders of $1,000 or more. Below that it is $12.99. Overnight adds $250 to either.
Do you ship outside the United States?
No. Orders ship to addresses in the United States only, and checkout does not accept any other country.
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.