Shipping & returns
Effective date: August 1, 2026 · Version 2.0
Processing & dispatch
Orders are processed promptly on business days. In-stock orders generally ship within 1–2 business days. You’ll receive a confirmation email when your order is received and another with tracking when it ships.
Where we ship from & to
All orders ship from the USA, tracked and sent in plain outer packaging that protects your privacy and the contents, with no product details on the exterior.
Shipping methods & cost
Transit times are estimates and may vary by destination and carrier. Orders are shipped via USPS and/or UPS.
Storage on arrival
Store lyophilized (freeze-dried) products frozen on arrival. After reconstitution, refrigerate at 36–46 °F (2–8 °C) and protect from light. See the reconstitution & handling guide on each product page.
Damaged or incorrect orders
If your order arrives damaged, incomplete, or incorrect, contact us within 7 days of delivery with your order number and a photo, and we’ll replace it or issue a refund, at our election. This remedy is subject to our Terms & Conditions.
Returns & refunds
Because these are sensitive research materials, we are unable to accept returns of products once delivered.
Lost or delayed packages
If tracking shows no movement for an extended period, contact us and we’ll open an inquiry with the carrier. Where a package is confirmed lost in transit, we will replace the order or issue a refund, at our election, subject to our Terms & Conditions.
Questions about a shipment? Contact us with your order number.
This version supersedes the Shipping & Returns policy dated June 1, 2026.