Returns policy
All sales are final, and what we do when an order arrives damaged, wrong, or not at all.
All sales are final
We do not accept returns on any product, opened or unopened. These are temperature-sensitive research materials. Once an order leaves our custody we cannot verify how it was stored or handled, and we will not return a product to inventory that we cannot stand behind. This applies to every item in the catalog and is disclosed here and at checkout before payment.
When we will make it right
A final-sale policy does not mean you carry the cost of our mistakes. We will replace or refund an order that arrives damaged in transit, that contains the wrong item or the wrong quantity, or that is never delivered. In these cases you pay nothing, and if we ask you to send anything back we cover that shipping.
Reporting a problem
Contact support within 7 days of delivery with your order number and, for a damaged or incorrect item, photographs of the item and the packaging as it arrived. Photographs are what let us file a claim with the carrier, so please take them before discarding anything. For an order that has not arrived, contact us with your order number once the estimated delivery window has passed.
Refunds
Approved refunds are issued to the original payment method. Funds typically appear within 5 to 10 business days, depending on your bank. We cannot refund to a different card or account than the one used to pay. Where only part of an order is affected, we refund the affected items and the proportion of shipping attributable to them.
Cancelling an order
Orders are released to our fulfillment partner as soon as they are placed, so we cannot promise that an order can be stopped. If you need to cancel, email support@tstdlabs.com with your order number as soon as possible and we will try. If the order has already been packed or dispatched, the final-sale policy above applies. We may also cancel an order ourselves and refund it in full, for example where a product is unavailable, where an address cannot be delivered to, or where we believe the material is intended for a use we do not supply.