Because our products are supplied for laboratory research and cannot be verified as unaltered once they leave our facility, we do not accept physical returns. Instead we operate a reship-or-refund guarantee, described in full below.
Last updated: February 2026
Never return research material by mail
Do not ship any product back to us. We do not require it and cannot accept it. Every situation below is resolved with photographs and your order number.
What we cover
Lost in transit
If tracking shows no movement for 10 consecutive business days, we reship your order at no charge or refund it in full — your choice. Contact us with your order number.
Damaged on arrival
Broken, cracked, or leaking vials are replaced. Email photographs of the damaged item and the outer packaging within 7 days of delivery.
Wrong item shipped
If you receive a compound or vial size other than what you ordered, we ship the correct item immediately and you keep the incorrect one. Photograph the label so we can trace where it went wrong.
Failed specification
If a lot you received is later found not to meet its published specification, we contact affected customers directly and refund or replace in full, whether or not you have raised an issue.
What we do not cover
- Change of mind. Because the product cannot be resold once it has left our control, we cannot refund an order simply because it is no longer needed.
- Incorrect address supplied at checkout. If a package is returned to us as undeliverable, we will reship once you cover the second shipping charge.
- Improper storage after delivery. Product left unrefrigerated or otherwise mishandled after it reaches you.
- Results. We guarantee identity, purity, and delivery. We do not and cannot make any claim about outcomes in your research.
Cancelling an order
Orders can be cancelled for a full refund any time before they ship. Email us with your order number — same-day shipping means the window is short, so send it as soon as you know.
How to make a claim
- Email canpep32@gmail.com with your order number in the subject line.
- Describe what happened in a sentence or two.
- Attach photographs where the issue is physical — damage, wrong label, thawed cold pack.
We respond within one business day. Approved refunds are returned by the same method you paid with, typically within 3–5 business days.
Questions
Email canpep32@gmail.com. If something about this policy is unclear or seems unfair in your situation, say so — we would rather sort it out than have you not ask.