1. Shipping
- We ship to addresses in the United States only, by USPS Ground Advantage, free of charge.
- Orders received before 12:00 PT on a business day normally ship the same or next business day.
- When your label is created, we email the tracking number and the lot numbers in your package.
- Vials are packed upright in cushioned, absorbent-lined packaging.
2. Damaged, defective or incorrect items
Inspect your order on arrival (see TB-TL-005). If anything is damaged, defective or incorrect, contact us within 14 days of delivery with your order number and a photo. We will replace the affected units or refund them, at your choice, at no cost to you.
3. Returns
To protect product integrity, opened vials, or vials whose seal or packaging has been disturbed, cannot be returned except under section 2. Unopened orders may be returned within 30 days of delivery for a refund of the product price; contact us first for return instructions.
4. Lost packages
If tracking shows no movement for 7 days, or a package is marked delivered but has not arrived, contact us and we will open a claim with the carrier and ship a replacement where appropriate.