Our policy for returns, replacements, and refunds.
This Shipping, Returns & Refund Policy applies to orders placed through [DOMAIN] and forms part of the Primordial Sciences Terms & Conditions. Products are research materials only and are not for human or veterinary use.
Orders are ordinarily processed within [NUMBER] business days after payment verification and any required purchaser or order review. Processing time is separate from carrier transit time. We currently ship to [LIST APPROVED DESTINATIONS]. We do not ship to jurisdictions, addresses, persons, or entities when we determine shipment may be unlawful, restricted, unsafe, or inconsistent with our research-use requirements.
Business days exclude weekends and federal holidays. Orders placed after [TIME AND TIME ZONE] are treated as received on the next business day. Any displayed delivery date is an estimate unless expressly identified as guaranteed.
You are responsible for providing a complete, accurate, and deliverable address before shipment. Contact [SUPPORT EMAIL] immediately if a correction is needed. We cannot promise that an address can be changed after an order enters fulfillment. Additional carrier, interception, return-to-sender, reshipment, or address-correction charges caused by incorrect purchaser information may be charged where lawful and disclosed.
We will have a reasonable basis for any shipment representation we make. If no shipment time is stated, we will ship within the period required by applicable law. If we cannot ship within the promised time, we will provide any legally required delay notice and an opportunity to consent to the delay or cancel for a prompt refund. If we cannot lawfully fulfill an order, we may cancel it and issue a prompt refund to the original payment method.
When available, tracking information will be sent to the email associated with the order. Carrier scans and delivery estimates are controlled by the carrier. Do not direct a carrier to leave research materials in an insecure or unsuitable location. The purchaser is responsible for arranging prompt, secure receipt and appropriate storage after delivery.
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CORE POLICY ALL SALES ARE FINAL. BECAUSE THE IDENTITY, INTEGRITY, STORAGE CONDITIONS, AND CHAIN OF CUSTODY OF RESEARCH MATERIALS CANNOT BE VERIFIED AFTER THEY LEAVE OUR CONTROL, WE DO NOT ACCEPT RETURNS OR EXCHANGES AND CANNOT RESTOCK RETURNED PRODUCTS. DO NOT MAIL OR SHIP A PRODUCT BACK WITHOUT OUR WRITTEN AUTHORIZATION. |
We do not provide returns, exchanges, or refunds for change of mind, ordering the wrong product or quantity, lack of authorization or facilities, failure to review product information, purchaser handling or storage, or any attempted prohibited human or veterinary use.
If an order arrives with visible transit damage, contains the wrong item, or has a quantity discrepancy, notify [SUPPORT EMAIL] within [48 HOURS / COUNSEL-APPROVED PERIOD] after recorded delivery. Include your order number and clear photographs of the shipping carton, shipping label, packing materials, product packaging, and affected item. Preserve the package and contents while we review the claim.
If we verify that the order was damaged in transit, incorrectly fulfilled, or incomplete, our remedy may be replacement of the affected item or a refund of the affected item and any associated shipping amount required by law. We may provide safe-disposal or authorized-return instructions. Never return a product without written authorization.
If tracking does not show delivery within the carrier’s expected period, contact [SUPPORT EMAIL] within [NUMBER] days after the last tracking update. We may require confirmation of the address and cooperation with a carrier investigation. If the order was not shipped, or must be canceled because it cannot be delivered as required, we will provide the refund or other remedy required by applicable law.
If tracking shows delivery but you cannot locate the shipment, promptly check the delivery location, household or receiving staff, neighbors where appropriate, and the carrier. Contact us within [NUMBER] days so a carrier claim can be considered. Resolution will depend on the evidence, carrier findings, and applicable law; this does not limit rights that cannot be waived.
Do not refuse delivery as a method of return. If a package is refused, unclaimed, undeliverable, or returned because of an inaccurate address or purchaser action, it will not be restocked. After the package is received and assessed, any refund or reshipment—if offered—may exclude actual shipping, handling, carrier, and disposal costs to the extent lawful. Research materials returned outside our controlled chain of custody may be destroyed.
You may request cancellation before shipment by contacting [SUPPORT EMAIL], but cancellation is not guaranteed after fulfillment begins. If we confirm cancellation before shipment, we will refund the canceled amount to the original payment method. Rights to cancel arising from a legally required shipping-delay notice are unaffected by this paragraph.
Approved refunds are issued to the original payment method. Processing time after issuance depends on the payment provider. We do not substitute store credit where applicable law requires a monetary refund. We will issue shipping-related refunds within the time required by applicable law.
Please contact [SUPPORT EMAIL] first so we can investigate a shipping or fulfillment problem. Nothing in this paragraph waives any lawful billing-dispute or chargeback right. Knowingly submitting false information or a fraudulent chargeback may result in account closure and lawful recovery efforts.
Nothing in this Policy excludes, limits, or conditions a right or remedy that applicable law does not permit us to exclude, limit, or condition. If this Policy conflicts with non-waivable law, that law controls only to the extent of the conflict.
Shipping and order support: info@primordialsciences.com
Mailing address: Tampa, FL — Distribution Center
Hours: Monday–Friday, 9am–6pm ET
Reach out to our support team or submit an order change request.
