Shipping policy

Version of 25 August 2026. Draft for review — not yet reviewed by counsel. Forms part of the terms of sale.

Destinations

We ship to the 50 United States and Puerto Rico. We do not ship internationally, we do not ship to freight forwarders, and we do not ship to addresses that exist only to re-export.

PO boxes are accepted for standard shipping but not for anything travelling with a cold pack: a cold shipment sitting in a box overnight defeats the point of the cold pack.

Processing

The clock starts when payment clears, not when the order is created. Orders cleared before 2:00 pm Eastern on a business day are dispatched the same day. Everything else goes out the next business day.

Business days exclude weekends and US federal holidays. During a heat wave we may hold a cold-chain shipment one day to avoid it sitting in a warehouse over a weekend; if we do, we tell you first and you decide.

Delivery windows

• Continental US, standard: 2 to 4 business days after dispatch.
• Continental US, express: 1 to 2 business days after dispatch.
• Alaska, Hawaii and Puerto Rico: 3 to 7 business days, express not always available.

These are the carrier's typical windows, not guarantees. Weather, carrier backlogs and addressing problems all move them, and none of those are within our control once the box is scanned.

Cold chain

Compounds that require refrigeration ship with a cold pack and insulation, at no additional cost, decided by the compound rather than by the size of the order. Cold packs are sized for the expected transit time plus a margin, not for a package that sits at a delivery point for three days.

If the cold pack arrives fully thawed and the vial is warm to the touch, photograph it before opening anything and send it on the thread. That is a claim we cover, and it is the reason we ask for the photo before rather than after.

Risk of loss

Risk passes to you on delivery, not on dispatch. Until the carrier records the package as delivered to your address, a loss is ours to resolve.

Packages recorded as delivered but not found are a different case. We open a carrier trace and, where the trace is inconclusive, we replace the order once per customer. That limit exists so the policy survives contact with the small number of people who would otherwise test it.

Address errors and refused packages

The address we ship to is the address you confirm on the thread. Check it there: once a label is printed, a change means an intercept fee if it is even possible.

• Undeliverable because the address was wrong: reshipped once you cover the second shipping cost, or refunded minus the original shipping.
• Refused at the door: treated as a return, refunded minus shipping both ways.
• Returned to us with a broken cold chain: refunded, and the material is destroyed rather than restocked.

Damage and claims

Photograph the outer box, the inner packaging and the vial before doing anything else, and send all three on the WhatsApp thread with the tracking number. Claims for damage or a broken cold chain should reach us within 48 hours of delivery, while the evidence still means something.

We deal with the carrier. You do not file the claim, chase the depot, or wait on a call queue: that is our side of the transaction, not yours.

Packaging and discretion

The outer label carries the shipping address, the return address and the tracking number. It does not carry the brand, the compound names or any description of the contents. The return address is a business address, not a name that describes what is inside.

The certificate for your lot travels inside the box, and it is also sent on the thread before dispatch so you have it even if the box is delayed.