Returns & order support
Support, with context.
The information you need when something about an order needs a closer look.
Order support
Research materials are final sale.
Because the integrity of a research material can’t be verified once it leaves our custody, we can’t accept returns or exchanges for a change of mind or an incorrect selection. Please review your bag carefully before you pay.
When something goes wrong.
If your order arrives damaged, defective, incomplete, or incorrect, or is lost in transit, contact us within 7 days of delivery or the expected delivery date. We will replace the affected items or refund them, at our discretion.
How to start a request.
Send us a message through the contact form with your order number, a short description of the issue, and clear photos of the product and packaging where relevant. Please don’t send anything back until we confirm the next step; if a physical return is needed, we provide a prepaid label.
Refunds.
Approved refunds go back to the card used for payment. For crypto orders, refunds are issued in US dollars to a wallet address you provide, in the same cryptocurrency used for payment where possible.
Documentation helps.
An order number, product name, lot number, and a clear description of the issue help us resolve your request quickly.