Wrong, missing, or damaged? Write to us first.
Tell us what arrived and what should have. We check it against the order, the shipment, your photographs, and the lot record, then tell you the resolution in writing.
First steps
Write to us promptly with your order reference, the affected item, its lot number, and what went wrong. Keep the product, the vial, the label, the box, and the packing material while we review.
Do not send anything back until we send return instructions. A parcel we are not expecting may not be matched to your order or received safely.
What we can review
Wrong items, missing items, shipping damage, and items that arrive with an apparent defect. We may ask for clear photographs of the parcel, the product, and the label.
Research materials that have been opened, altered, relabeled, or stored improperly after delivery are not normally returnable. Changing your mind is not a defect.
Damage in transit
Photograph exterior damage before you discard the box. Include the carrier label and enough detail to identify the affected vial or supply.
We compare your evidence with the fulfillment and tracking record and decide between a replacement, a Bitcoin refund, a carrier claim, or a request for more information.
Replacements
We give you a timing once the request is verified and stock is checked. Nothing ships until we confirm the resolution in writing.
If the same lot or strength is not available, we tell you what is before doing anything. We never send a substitute compound without your agreement.
Bitcoin refunds
Approved refunds are paid in BTC. We confirm the amount and the destination address with you during the review. The address you give us must be correct and compatible.
Network conditions and confirmations affect when a refund is final. We do not reverse card or PayPal payments, because we do not accept them.