Shipping & Returns

Order processing

Orders are reviewed and packed according to the storage requirements listed on each product record.

PENDING: cut-off time, standard processing window and same-day handling rules have not been supplied.

Shipping methods

Items are packed for transit with the protection their form requires. On receipt, material should be transferred to the storage condition stated on the product record.

PENDING: carriers, service levels, delivery estimates, rates, and domestic or international coverage have not been supplied. Shipping and tax are never added late in checkout — they appear in the order summary before payment.

Damaged packages

Report a damaged shipment through the contact form with the order number, the affected SKU, the lot identifier printed on the label, and photographs of the outer packaging and the items.

PENDING: the reporting window and resolution terms (replacement or refund) have not been supplied.

Lost shipments

Submit the order number and tracking reference through the contact form so the shipment can be traced with the carrier.

PENDING: the waiting period before a shipment is treated as lost, and the resolution terms, have not been supplied.

Return restrictions

Because material is temperature- and handling-sensitive, returns are limited. Incorrect or damaged shipments are handled through the processes above.

PENDING: whether sealed items may be returned, the return window, restock fees, and who pays return shipping have not been supplied. Opened items are assumed non-returnable until a policy is confirmed.

Contacting support

Use the contact form and include the order number, SKU and lot identifier where relevant.

PENDING: support email address, phone number and published response time have not been supplied.

Documentation requests

Documentation for a shipped lot can be requested with the lot identifier printed on the product label, or searched in the COAs & Batch Verification hub.