Shipping and Refunds
How orders are packed and dispatched, what to do if a shipment arrives damaged, and when we refund.
1. Dispatch times
Orders confirmed before 14:00 ET on a business day are dispatched the same day. Orders placed after that, or at a weekend or public holiday, are dispatched the next business day.
| Service | Destination | Typical transit |
|---|---|---|
| Standard | United States | 2–4 business days |
| Expedited | United States | 1–2 business days |
| International | Selected countries | 5–12 business days |
2. Packing and cold chain
Lyophilised material is stable at ambient temperature for the duration of normal transit, but we ship insulated as standard and include a temperature indicator so you can confirm the shipment was not exposed to excessive heat in transit.
Every shipment includes the batch number for each item, which resolves to the published certificate of analysis for that batch.
3. Destinations
We ship to research addresses. We do not ship to countries where import of research chemicals is prohibited, and we do not act as importer of record. Where a destination requires documentation for customs clearance, we supply it on request before dispatch.
Import duties, taxes and clearance charges are the responsibility of the purchaser.
4. Tracking
A tracking reference is emailed when the order is dispatched. If tracking has not updated within three business days of dispatch, contact us and we will open an enquiry with the carrier.
5. Damaged or missing shipments
Inspect the shipment on arrival. If a vial is cracked, a seal is broken, or the temperature indicator has been triggered, photograph the packaging and contents before unpacking further and email support@verolynlabs.com within 7 days of delivery.
Confirmed transit damage is replaced at our cost, including shipping. We do not ask you to return damaged material.
A shipment not delivered within 21 days of dispatch is treated as lost and is replaced or refunded at your choice.
6. Refunds
We refund in full where:
- material does not conform to the certificate of analysis published for its batch;
- a shipment is lost in transit;
- a shipment arrives damaged and you prefer a refund to a replacement;
- we cancel an accepted order for any reason.
Refunds are issued to the original payment method within 5 business days of approval. We do not charge a restocking fee.
7. Returns
Because we cannot verify the storage conditions material has been kept in once it leaves our control, we do not accept returns of correctly supplied, undamaged material into saleable stock. This protects the integrity of the batch for every other researcher who buys from it.
If an order was picked incorrectly, tell us and we will arrange collection and correct it at our cost.