Fulfillment
Returns and refunds
Last updated November 3, 2026On this page
General policy
Because products are research materials with controlled handling requirements, all sales are final once shipped unless the shipment arrives damaged, incorrect, or missing items.
Damaged or incorrect orders
Contact us within 7 days of delivery with your order code, photos of the package and vials, and a short description of the issue. We may offer a replacement or refund after review.
Unopened returns
Unopened returns are not accepted as a standard practice. Exceptions, if any, are at our sole discretion and must be approved in writing before you ship anything back.
Refunds
Contact support with your order reference to arrange an approved refund. Ulasend payments require manual coordination; we will confirm the available refund method, currency, amount, and expected timing before processing the refund. Do not assume a USDC payment can be reversed automatically to a card. Refunds for historical PayPal orders are handled through the original PayPal transaction where supported. Processing time depends on the payment provider and any financial institution involved.
Cancelled unpaid orders
Orders that never complete payment may expire and will not ship. Start a new checkout only after the site confirms the previous request expired without payment and you confirm that you have not sent funds. If you have sent any payment, contact support before paying again.