1. Order processing
In-stock orders placed before 2:00pm ET on a business day are packed and dispatched the same day. Orders placed after that, or on a weekend or holiday, go out the next business day. Orders flagged by our fraud or address-verification checks may take an extra business day while we confirm details with you.
2. Methods & rates
Transit times begin the day after dispatch and exclude weekends and holidays. Carriers do not guarantee transit windows during severe weather or peak season.
3. Packaging & cold chain
Every order ships in a plain, unbranded, tamper-evident box. Nothing on the exterior identifies the contents or the compound names, and the return label carries a generic business name.
Lyophilized material is stable in transit at ambient temperature and does not require refrigeration to arrive intact. Orders shipped during extreme summer heat include an insulated liner and gel pack at no charge. On arrival, transfer vials to storage per the Reconstitution & Reference Guide.
4. Tracking
A tracking number is emailed the moment your label is created. It can take up to 24 hours for the carrier to show a first scan — this is normal and does not mean the package is lost. If tracking hasn't updated after two full business days, email support@elementlabs.example with your order number.
5. Address accuracy
You are responsible for the address you enter. We can change it only before dispatch — email us immediately if you catch a mistake. Packages returned to us as undeliverable due to an incorrect address are refunded less shipping, or re-sent once you pay a new shipping charge.
6. Lost, delayed, or damaged shipments
— Damaged on arrival: photograph the outer box and the vials before unpacking further and contact us within 72 hours. We replace damaged material at no cost.
— Lost in transit: if tracking shows no movement for 7 business days domestically (21 for international), we open a carrier claim and reship or refund.
— Marked delivered but missing: check with neighbors and your carrier's local depot first, then contact us within 5 days. We handle these case by case and are not liable for theft after confirmed delivery.
Refund and replacement terms are set out in full in our Refund Policy.
7. International orders
International shipments are sent duties-unpaid. Any customs duty, import VAT, or brokerage fee is the recipient's responsibility and is not included in the price you pay us. We will not undervalue a parcel or mislabel its contents on a customs declaration.
You are responsible for confirming that the material you order may lawfully be imported into your country. We cannot refund a parcel seized or destroyed by customs, and we do not ship to destinations where these compounds are restricted.
8. Who we ship to
Orders are accepted from qualified purchasers aged 18 or over who confirm the material is for laboratory research use only and not for human or animal consumption. We reserve the right to decline or cancel any order at our discretion, including where the shipping details or stated use suggest otherwise. See the full Disclaimer.
9. Questions
Email support@elementlabs.example with your order number and we'll respond within one business day.