Refund policy

ELIGIBILITY

We gladly offer refunds or exchanges within 30 days of purchase. If more than 30 days have passed since your purchase, refunds are not guaranteed but may be permitted at our discretion.

To be eligible for a return, your item must be unused and in the same condition that you received it, with original packaging. However, some products—especially those intended for internal or biological use—are not eligible for return or refund, even if unopened, due to safety, contamination risk, and resale restrictions.

  • Non-refundable items:
    • Perishable goods
    • Biological simulants, reagents, or any consumables not suitable for resale once shipped
    • Books, newspapers, or magazines
    • Hazardous or flammable materials
    • Gift cards
    • Downloadable software products
    • Final sale items
  • Partially refundable items:
    • Items with obvious signs of use, damage, or missing parts for reasons not due to our error
    • Media that have been opened
    • Any item that is returned more than 30 days after delivery

We do not refund one-time fees associated with delivery such as shipping fees, duties, import taxes, tariffs, etc. 

If a subscription is canceled before completion of the full term, any promotional discounts (including "First Box Free") may be revoked and the refund amount will be adjusted accordingly based on the standard price of boxes already received.


EXCHANGES

We're also happy to replace items if you need a different size or variant, or if the item is damaged during shipment.


GIFTS

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit via email for the value of your return.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver.


HOW TO RETURN/EXCHANGE ITEMS

To begin a return or exchange, contact us and please be sure to include your order number. If your order qualifies for a refund, we'll send you a prepaid shipping label to return your items to us. Please do not send your purchase to the manufacturer.

We'll typically refund your returned items as soon as we receive the items. Refunds typically take 3–5 business days to process through the banks after we've initiated it.