Shipping & returns, plainly
Shipping
- Your order request gets a confirmation with the shipping cost and the total before you pay.
- United States: $9.90 per order, whatever the number of boxes. There is no free-shipping threshold.
- Other countries: quoted with your confirmation.
- Ships within 1–3 business days after payment is received; if anything changes, we tell you before it ships.
- Carrier: tracked courier or postal service, chosen per order. You get the tracking number and the lot COA when it ships.
- Vials ship in standard packaging. We do not offer temperature-controlled shipping.
Returns
- Contact us as soon as you can after delivery, with photos of the box and vials.
- Damaged in transit, wrong or missing items: we reship them.
- A quality problem with a product: we refund it in full, agreed with our sales team.
- Changed your mind before dispatch: we cancel at no cost.
No change-of-mind returns once shipped. Diluents cannot be sent back for a change of mind once they have left us: we cannot know how a vial was stored or handled after that, so we cannot vouch for its sterility or pass it on to anyone else.
Questions
Why not take back unopened vials?
Unopened is not the same as unaltered: heat, freezing or a cracked crimp can compromise a vial without any visible sign. We would rather never resell a returned vial. A quality problem is different — it is refunded in full.
How do I report damage?
Reply to your order confirmation (e-mail or WhatsApp) with your reference and photos of the box and vials, as soon as you can after delivery.
When can I reach you?
Every day, 10:00–22:00 China Standard Time (UTC+8). We reply within one business day.
Can I change my order request after sending it?
Yes, until you have paid — reply to the confirmation.