1. Where we ship

We ship within the United States only. If a shipping address falls outside the U.S. we will refund and cancel the order.

2. Processing time

In-stock orders are packed and dispatched within 24–36 hours on business days (Monday–Friday). Orders placed on weekends and U.S. federal holidays are processed the next business day.

3. Shipping methods and rates

• Standard ground, 3–5 business days – free on orders over $200.

Rates are calculated at checkout based on your shipping address. Free shipping applies automatically to eligible orders over $200.

4. Order tracking

Once your order ships you will receive a confirmation email with the carrier and tracking number. Tracking data can take up to 24 hours to appear in the carrier’s system.

5. Delivery windows

Transit times are estimates provided by the carrier and are not guaranteed. Weather, carrier delays, and remote destinations may extend delivery beyond the quoted window. We are not responsible for delays after the package has left our facility.

6. Damaged or lost packages

If your package arrives damaged, photograph the box and its contents before opening or discarding anything and email us within 7 days of delivery.

If tracking shows the package as delivered but you have not received it, please check with your carrier and neighbours first, then contact us and we will help you file a claim.

7. Returns policy

All sales are final. Because of the integrity requirements of research reference standards, we do not accept returns on opened, unsealed, reconstituted, or used vials – even if the vial is unused.

8. Refunds and replacements

Approved claims are resolved by replacement of the affected item at our expense or, at your choice, a full refund to the original payment method.

Refunds are processed within 5 business days of claim approval; your bank may take an additional 3–10 days to post the refund.

9. What we do accept

• Damaged on arrival. Broken vials, leaking bottles, or a package that arrived with obvious carrier damage. Report within 7 days of delivery with photos.
• Wrong item shipped. If we shipped a different product from what you ordered, contact us within 7 days of delivery and we will send the correct item at our expense.

10. How to start a claim

Contact us with your order number, a description of the issue, and photos of the affected items and packaging. We respond within one business day.