Damaged vials on arrival · Purity below published COA · Wrong item shipped · Missing item from order
Opened vials (chain-of-custody integrity) · Change of mind · Incorrect order placed by buyer · Delays caused by carrier
As a research-supply company we maintain strict chain-of-custody standards equivalent to those used by professional reagent suppliers. An opened vial cannot be verified as unmodified, which means it cannot be restocked or retested. This is standard practice in research-grade chemical supply — not a policy unique to us.
If your order arrives damaged or the vial does not meet the purity specification published in the COA for that batch:
If we shipped the wrong compound or dosage, contact us within 7 days of delivery. We will ship the correct item immediately and arrange for the incorrect item to be returned (prepaid label provided) or disposed of per applicable regulations.
If your tracking shows "delivered" but you have not received your order, contact us within 7 days of the delivery date. We will file a carrier claim on your behalf. If the claim is approved, we will reship at no cost. We recommend contacting your local post office and neighbors as a first step, as mis-deliveries are common with USPS.
Packages confirmed lost in transit (tracking never updates) will be reshipped at no cost after a carrier investigation period of 5–7 business days.
Approved refunds are issued to the original payment method within 5–10 business days. Crypto refunds are issued in the same cryptocurrency at the exchange rate at time of refund.
To initiate a refund or replacement, email support@novalabsresearch.com with your order number. We respond within 24 business hours.